ZERO PLUS LTD

ServiceOps - Operational Support & Management of Infrastructure and Cloud Services

Reliable continuity and operational support of your cloud IT services, including user, systems and supplier management. Providing onboarding, transition and transformation support services using proven methods.Management of cloud services across multiple suppliers with an emphasis on providing Value Add continual solution and service improvements .

Features

• Operational Support of all your Cloud Services
• Aligns with industry standard ServiceOps function
• Exploits advancing technology improvements
• Supports Transition and Transformation Opportunities
• Infrastructure Support Services
• End User Compute Support Services
• System Management
• Service Management
• Supplier Management
• Supports integration with ITIL standard Incident, Problem and Change Management

Benefits

• User and management experience focussed support
• Ensure reliable continuity of Cloud Services
• Provides Transition and transformation support
• Established Quality Assurance processes
• Turnkey solution for administration and operational support
• Rapidly onboard and assume responsibility for ServiceOps function
• Provide streamlined Deployment Services and efficient JML function
• Security and Cost efficiency incorporated in all support and improvement

£325 to £1,450 a unit a day

• 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.twynham@zero-plus.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

482177600381405

Contact

David Twynham
07469754262
david.twynham@zero-plus.co.uk

Planning

• Planning service: Yes
• How the planning service works: Exploiting our decades of experience in design and delivery of secure government ICT solutions, we provide a rapid assessment of your current ICT service/s.; We aim to identify service improvement opportunities and engage with senior stakeholders to understand your IT strategy. Our aim is to provide a high level requirements specification for the service and, deliver an appropriate delivery/ migration strategy and a high level plan. ; Our teams have had proven success in delivery of both large and small sized projects of varying complexities within government. We can manage, or assist with any relevant supplier evaluation process, making recommendation for a preferred technology and procurement route. ; As we are independent with no ties to any vendors, we are able to identify and plan the services which best fit for your requirements. ; Where solution, supplier and appropriate technology are identified, we can provide a full project planning lifecycle, from early engagement to supplier management and ultimately provide live operational support of the services.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We provide all relevant training services to both end users and system administrators. We can provide bespoke services that are tailored to your specific needs and develop appropriate user stories to enable you to build your own in house capability if required.; Training can be provided on site on a 1:1 or group basis (up to 20 people per session), or via a web interface.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: With our understanding of technologies, suppliers, procurement routes and most importantly, challenges and lessons learned, we ensure we can deliver an efficient and cost effective set up and migration strategy that ensures minimal cost, user and management impact. ; Our proven migration services approach includes management of risks, issues and dependencies and effective control of the external suppliers throughout the process including implementation, configuration and operational readiness review and ultimate delivery of the services.
• 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: Our approach ensures that we continually monitor the quality of the services we provide and those of any other cloud service providers who are a part of a supported service. ; We measure our services against agreed sets of deliverables, which we report on and review our performance at regular service management meetings, as per your requirements.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
• Other security services:
  • Cyber Security Education campaigns
  • Cyber Security Program Delivery
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST

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: We have provided operational service support to a variety of government clients across a wide range of hosting and software services. The support can cover triage through to 4th line support problem solving and fault resolution. Where applicable we will manage your suppliers in accordance with the agreed SLAs of their service and align our SLAs to theirs. We provide both on site and remote support to suit your requirements. With no vendor lock in we are able to support any cloud software service, whether it is hosted by the client or a cloud based web service. ; We provide service management reporting which highlights all risks and issues and we seek to meet on a 1:1 basis with the client to record satisfaction levels so that we can track service improvements. We take ownership of issues and deliver solutions within the scope we agree.

Service scope

• Service constraints: No Constraints

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Capability of within 1 hour but as agreed within scope defined.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Our chat software has been selected as it is compliant with the relevant Government standards
• Support levels: Our support levels cover all aspects of the solution or service we cover. This covers all activities from Triage through to 4th Line and all are provided within the cost of the procured service unless specifically excluded at request of the client. All supported services have a dedicated Technical Account Manager (TAM) . The TAM acts as a client escalation point and the they will work with the client to ensure satisfaction with the services through direct contact and regular planned meetings

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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

  Our approach to all that we do includes environmental considerations and reduction of the impacts that our work has. We fundamentally ensure that our solutions and services require the least amounts of power and our remote first working aims to remove any dependence on transport that pollutes. We also ensure that any waste generated by our services is properly disposed of through engagement with the appropriately certified recycling specialists. Details of environmental impact mitigation will always be detailed in any solution or service proposal we provide in order to ensure our clients are able to recognise the benefits to themselves and the environment.

  Covid-19 recovery

  The COVID-19 pandemic led to an immediate change to not only the way we deliver our services but also the level of protection and support we give to our staff and associates. We established, and have since maintained, what has proven to be effective communications and support structures to all whether it is themselves or their families and ensured that their physical and mental health is prioritised above all else. We have actively sought to prioritise recruitment of any appropriately skilled resources who have been adversely impacted by the pandemic when opportunities have availed themselves.

  Tackling economic inequality

  As a business our ethos is to ensure that providing opportunities to all enhances our offering and performance. We recognise and appreciate that in order to expand our business in the most ethical and beneficial way we must invest in the people we employ and provide opportunity to develop skills and qualifications. Our recruitment policy has a particular emphasis on assisting those who find themselves having difficulty in finding work and particularly those leaving the Armed Forces in order to allow them to follow in the footsteps of a number of the founders of the business and attain the same achievements that they have. The nature of our work removes geographical dependencies for the majority of roles and therefore we are not limited to prime areas for recruitment and will actively try to attract those from more deprived areas where possible. We promote our ethos in all our proposals and seek to demonstrate the benefits to the Company and the people it employs in all our engagements.

  Equal opportunity

  Our Company is committed to ensuring an inclusive workplace that embraces and promotes diversity. Our focus is on ensuring that we have the best people for the roles we fulfil in terms of skills and aspiration. We encourage the empowering of individuals and work to enable everyone to reach their full potential. We are fortunate as the nature of our work allows us to provide differently abled employees with the opportunity to develop their career while preventing any negative impact on their health, career sustainability or self-sufficiency. Our ethos is one of mutual respect for all and we have no tolerance for any discrimination against any other person.

  Wellbeing

  We are committed to being recognised as a responsible an attractive employer that is recognised for ensuring a dedication to the support and wellbeing of all its people. Our interpretation of the Wellbeing of our people is good mental, physical, financial and social health. We therefore work and adopt policies to ensure that we create a workplace culture where employees feel comfortable to talk, seek help and support, and where wellbeing is recognised and embedded into all of the work we do and interactions we have. Our leadership have the experience to recognise and acknowledge that events that take place in the workplace have potential to negatively impact on their health, personal or domestic situation as well as their ability to perform their roles which allows us to put in place all appropriate measures to prevent them happening.

Pricing

• Price: £325 to £1,450 a unit a day
• 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.twynham@zero-plus.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.