ITPS Limited

ITPS Support & Managed Services (Hardware, Cloud, End User, Network, M365 & Security)

ITPS offers a comprehensive suite of managed and support services covering On-Premises infrastructure, Private and Public Cloud, End User devices, Network Infrastructure, M365 and Cyber security. We are ITIL compliant, IS027001 (Security), ISO9001 (Quality), and Cyber Security Plus accredited backed with tangible SLA's

Features

• UK based 24 x 365 IT Help Desk
• ISO 9001 (Quality), ISO 27001 (Security),Cyber Essentials Plus Accredited
• Various Levels of Support Hours Available (Up to 24x365)
• iTIL v4 Standards Compliant
• Proactive Monitoring and Remediation
• Remote Support and On premises Support Offerings Available
• RMM - Network, Systems, and hardware Monitoring Service Capability
• CAB - Change Management Integration availability and capability
• Multi-Channel Support (Telephone/Email/Service Service)
• Integrated 2nd/3rd Line and Service Management Support

Benefits

• Consistent, Single Point of Contact for user queries and requests
• Measurable and Reported Continuous Service Improvment
• Customer Service focus with user experience and feed-back reporting
• High First Time Fix Rate (FTF)
• Flexible support options
• Low average time to answer and abandonment rates
• Increased efficiency and productivity due to Service Desk Capabilities
• Reduction in Major Incidents, Problems and failed Changes.
• Full onboarding processes reduces onboarding time

£25 to £250 a unit a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at David.Warrington@itps.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

461406761544640

Contact

David Warrington
0191 442 8300
David.Warrington@itps.co.uk

Planning

• Planning service: Yes
• How the planning service works: ITPS planning services start with focusing on an organisations operation and strategic objectives and tailoring a solution design and implementation plan. ; ; ITPS Service Desk implementation service is project managed and ensures appropriate governance around the support team integration, change controls, data and information security, tools and software.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: All training for this service can be customised in partnership with the customer. We have a strong background in developing and delivering bespoke targeted training.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: ITPS continuously monitors the performance of your workloads and actively recommend migration between services based on workload performance, cost efficiencies and desired business goals. As an agnostic platform provider, we provide seamless migrations services for on-prem, Private cloud or Azure Public Cloud with minimum to no impact to operations.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: ITPS will ensure that:; ; We have the appropriate and certified skills to enable us to undertake the required tasks.; ; Procedures and Policies for repeated activity are in place, published and reviewed periodically to enforce continual service improvement.; ; ITPS employees are actively encouraged to suggest and implement quality improvements.; ; Customers are asked to provide feedback on every service ticket or project completed. The feedback where possible is used to improve our services.; ; The ITPS Service Management under take regular reviews with customers to ensure standards are being maintained and proactively improved.; ; We encourage continuous learning and development for all employees aligned to the technical goals and objectives of our customers

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: ITPs supports your entire IT Infrastructure including:; ; - Managed Network (LAN, WAN, MPLS, SDWAN, Cloud Networks etc.); - Managed Infrastructure (Hardware Server and Storage, Colocation, Private and Public Cloud, and Hybrid Cloud); - Managed End User (End User Devices, M365, End User Security etc); - Managed Security (Our Comprehensive 360 Cyber Security Framework cover everything within your IT Estate)

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ITPS offer a number of different support options depending on a customer specific requirements. ; ; Standard Support Monday - Friday 08:00 to 18:00 - included as standard with access to a technical account manager.; ; We offer 24 hours, 7 days a week at an additional cost. Our standard response times are: P1 (Critical): 30mins P2 (High): 1 Hour P3 (Medium): 4 Hour P4 ( Low): 8 Hours P5 (RFC/Planned): 16 Hou
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: ITPS provide a range of support levels, our support is unlimited on a fixed-price basis. Included in the costs are: 24/7/365 service. Dedicated client manager. Quarterly service reports and client meetings.; ; PRIORITY 1 - Description: An interruption to service making critical systems, services or servers inaccessible. A large number of employees are affected and/or not able to do their job(s). Guaranteed response time: 30 mins. Target fix time: 4 hours; ; PRIORITY 2 - Description: An impact to service where critical systems, services or servers experience degraded performance. Multiple users are affected. Guaranteed response time: 1 hour . Target fix time: 8 hours.; ; PRIORITY 3 - Description: A non-critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability. A single user is seriously impacted.; Guaranteed response time: 4 Hours. Target fix time: 16 hours.; ; PRIORITY: 4 - Description: A minor service issue causing a delay to non-critical systems or services. An issue not impacting a user to work and where a workaround is available. Guaranteed response time: 8 hours . Target fix time: 24 hours.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 20/01/2022
• What the ISO/IEC 27001 doesn’t cover: No Exclusions
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to preventing pollution and to complying with all relevant environmental legislation, regulations and other environmental requirements. We will regularly evaluate the environmental impact of our activities, products and services and we will take action to continually improve our environmental performance. It is our policy to: · Minimise the use of energy, water and natural resources · Minimise waste through prevention, re-use and recycling where possible · Dispose of waste safely and legally · Avoid the use of hazardous materials, where practical · Work with environmentally responsible suppliers · Prevent environmental damage and minimise nuisance factors such as noise and air pollution. We will define environmental objectives, targets and improvement actions that are related to this policy and to our significant environmental aspects. We will regularly evaluate progress. We are committed to providing relevant environmental training and promoting environmental awareness to employees and, where appropriate, to suppliers and to communicating our environmental performance. We will implement processes to prevent environmental non-conformities and to ensure that we are prepared to deal with potential environmental emergencies. This policy will be regularly reviewed and updated to take account of organisational priorities and changes, environmental legislation and best practice. Detailed plans of how we achieve, measure and report against environmental governance standards are contained within the following documents: Environmental Policy Carbon Reduction Plan Net Zero by 2050 Policy Health and Safety Policy

  Covid-19 recovery

  To meet the challenges posed by the pandemic, IT Professional Services Ltd had to react in agile and decisive way. As we move into the next phase, now is the time for ITPS to seek out and seize the opportunities emerging in the recovery. This involves conducting an “after-action review” to collect data and insights on lessons learned from the pandemic, and then using these to prioritise actions to enhance business value today and build strategic resilience for tomorrow. IT Professional Service Ltd has Identified three key lessons that we have adopted for long-term resilience: 1. Plan and prepare for the next inevitable disruption by designating a crisis response team, designing a crisis response plan aligned to our strategy, goals and purpose, and building an integrated resilience program. ITPS support the physical and mental health of staff by offering free fruit and healthy snacks at work, available at all times. We regularly communicate on topics including mental health in the workplace and promote the resources available via the Perkbox app. ITPS have a large team of qualified mental health first aiders. ITPS have made every effort to support COVID-19 recovery including the provision of hand sanitiser around the building and on each person’s desk, cleaning wipes available for all workstations and increase in hours available for formal cleaning within the building including touch points cleaned four times per day. ITPS have offered hybrid working since returning to work following the pandemic and encourage staff to work from home if they have any Covid symptoms. ITPS offer free lateral flow tests to all staff. ITPS are making progress towards sustainable travel targets including the provision of a company salary sacrifice scheme to buy electric cars and the fitting of additional charging points within the car park.

  Tackling economic inequality

  We aim to make a positive difference to our local community by delivering economic and social benefits, and by being a good neighbour. ITPS has built a particularly strong reputation for supporting schools, universities, charities and other good causes, many of them nominated by our staff. We strive to be a business with a heart and a real commitment to social responsibility, generating a ‘feel good’ factor among our staff and client base. Our support ranges from regular fund-raising events for our corporate charities through to sponsoring grass roots football teams in our local area. We also support various smaller good causes on an ad-hoc basis, nominated by our staff. Full details of what we do and how we measure it can be found in our Community and Charitable Governance Policy and Procedure.

  Equal opportunity

  ITPS recognises the benefits of a diverse workforce and is committed to providing a working environment that is free from discrimination. The Company will seek to promote the principles of equality and diversity in all its dealings with employees, workers, job applicants, clients, customers, suppliers, contractors, recruitment agencies and the public. All employees and those who act on the Company's behalf are required to adhere to the company policy when undertaking their duties or when representing the Company in any other guise. The Company aims to ensure that no employee or job applicant is subject to unlawful discrimination, either directly or indirectly, on the grounds of gender, race (including colour, nationality and ethnic origin), disability, sexual orientation, marital status, part-time status, age, religion or belief. This commitment applies to all aspects of employment, including: recruitment and selection, including advertisements, job descriptions, interview and selection procedures training promotion and career-development opportunities terms and conditions of employment, and access to employment-related benefits and facilities grievance handling and the application of disciplinary procedures selection for redundancy All employees will have equal access to training and other career-development opportunities appropriate to their experience and abilities. The Company will take appropriate positive action measures (as permitted by equal opportunities legislation) to provide specialist training and support for groups that are under-represented in the workforce and encourage them to take up training and career-development opportunities.

  Wellbeing

  IT Professional Services Limited is committed to providing a healthy working environment and improving the quality of working lives for all staff. The wellbeing strategy aims to support staff in their physical, mental, emotional and financial wellbeing. The wellbeing strategy’s ultimate goal is to improve the health, safety and wellbeing of the company’s staff and to prevent work associated ill health, for the overall benefit of staff and the organisation. Examples of employee wellbeing activities at IT Professional Services include: Hybrid working, three days in the office and two days at home Flexible working and family friendly flexibility Access to on line resources via the company’s Perkbox subscription which contains a huge number of well-being resources to access. Trained mental health first aiders Regular staff communications promoting good mental and physical health including signposting to NHS talking therapies contacts Generous Annual Leave allowance plus your birthday off work Enhanced sick pay, full pay up to 4 months Enhanced maternity and paternity leave Salary sacrifice schemes including tech scheme, cycle to work and electric cars Clearly defined training and development plans Freely available fresh fruit and breakfasts available An active social calendar Partnering with a recognised UK expert to meet all Health and Safety requirements Involving staff and keeping them informed by regular staff briefings

Pricing

• Price: £25 to £250 a unit a month
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at David.Warrington@itps.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.