BDQ

Atlassian Jira Service Management ITSM/ITIL Implementation

Jira Service Management is an Atlassian SaaS product that provides a Service Desk via the web and email. It supports ITSM and ITIL out of the box, and can be configured without code for custom requirements. We provide a turnkey service for implementing this.

Features

• Unlimited customers can make service requests via a web portal.
• Share knowledge by adding the integrated Confluence web knowledge base.
• ITIL/ITSM for IT service desks comes out of the box
• Request types on the portal can be easily customised.
• Add extra features such as asset management, time tracking.
• Customisable queues allow agents to prioritise work.
• Reporting and built in , customisable SLAs.
• Requests can be submitted by email.
• Asset management
• Incident response with OpsGenie and communication with StatusPage

Benefits

• We help configure this quickly, based on best practice.
• Training and handover is provided, along with optional ongoing care.
• Integrations and migrations can be provided as required.
• Provide customised digital services to unlimited customers.
• Reporting keeps you informed of how requests are being handled.
• Deep integration with Jira.
• Service requests can be handed off to development teams.
• Easily integrated with other systems, with documented APIs.

£175 a unit an hour

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 enquiries@bdq.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

492712005200919

Contact

Dominic Bush
+44 (0)844 8265 236
enquiries@bdq.cloud

Planning

• Planning service: Yes
• How the planning service works: During the Discovery phase of the project, BDQ will identify with stakeholders the requirements for the implementation and from this develop the required configuration of service desks, requests, permissions, automation, and reporting necessary. For large implementations, the deliverables may be broken down into a series of phases. Once this initial proposed configuration has been revised, verified and agreed with stakeholders, BDQ will move into a Alpha build phase to implement a series of prototypes of the required configuration for stakeholder review. Beta and final delivery will follow after the Alpha. Documentation and knowledge transfer will be completed and handed-over.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Atlassian Jira Service Management

Training

• Training service provided: Yes
• How the training service works: BDQ provides training services for our products. For more information please see our other service offerings.
• Training is tied to specific services: Yes
• Services the training service works with: Atlassian Jira Service Management

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: As part of the Discovery phase of the project, BDQ will work with stakeholders to identify any migration required and establish the approach to be used migrate any existing service desk and tickets into the new service.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Atlassian Jira Service Management

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: As part of the implementation we have both QA and UAT processes. BDQ QA the solution to ensure that it will support any specific requirements that have been configured, before submitting to the Customer for UAT.; We use cloud-based collaboration and work managment solutions to manage delivery projects, working transparently with you, the customer, so responsibilities and scope are clear at all times.

Security testing

• Security services: Yes
• Security services type: Other
• Other security services:
  • Permissions audit
  • Implementing permissions schemes based on user requirements

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Atlassian Support from BDQ - an Atlassian Solution Partner - provides flexible consultancy and support for Atlassian's Jira Software, Jira Service Management and Confluence products. It's like having a virtual Atlassian Certified administrator available. ; Fixed Price Projects, T&M or Annual banks of Enhancement Hours gives you the solution you need.

Service scope

• Service constraints: In order for the service to operate correctly, Atlassian's Jira Service Management must be configured following their best practice recommendations. BDQ will work with your IT and Development teams to ensure that the rollout proceeds smoothly.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Monday - Friday 9am - 5pm, excluding UK Public Holidays. Our response time is between 4 hours and 2 days depending on the severity of the issue. Out of hours support is available at additional cost.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web chat support is available via Microsoft Teams or Zoom.
• Web chat accessibility testing: None.
• Support levels: We provide on-demand support to customers requiring assistance, via Cloud Support Engineers and Technical Account Managers. Please see our pricing document for more detail about the costs associated with our different levels of support.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Atlassian

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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

• Wellbeing:

  Wellbeing

  BDQ operates a modern, inclusive set of working practices, providing a supportive working environment that takes account of the needs of individual employees, whether they might require flexible hours, mentoring and support, or even company loans to assist with relocations etc. Pay rises are awarded annually at or above inflation to ensure pay keeps pace with the cost of living, and the annual review process is also used to seek opportunities to provide additional help and support to employees.; ; Many of the Cloud-based services we resell and support have extensive collaboration features, providing various communication channels to promote productivity and flexible working. BDQ staff use many of these services in their day-to-day work, ensuring adoption across the organisation and familiarity with the services to better promote best practices with customers.; ; The use of these collaboration tools supports flexible working and work from home policies and maintains the social interaction of the office, despite disparate working locations, that is so essential to mental health and wellbeing. These benefits are felt among BDQ staff and the staff of our customers, and in the interactions between them.; ; Training, including the opportunity to achieve certifications and accreditations in the services, is provided to all staff, and the benefit of this knowledge is transferred to customers own staff through the various training courses and workshops that BDQ provides.; ; Retrospectives are carried out at the end of each major assignment to seek internal feedback and learn lessons, giving employees a stake in how the business is run. These sessions improve not only BDQ’s internal processes and procedures, but may also lead to significant business decisions, such as a recent Board decision to offer additional discounts to charities seeking our services.; ; Together, these practices promote a collaborative, consultative working culture within and between BDQ and our customers.

Pricing

• Price: £175 a unit an hour
• Discount for educational organisations: No

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 enquiries@bdq.cloud. Tell them what format you need. It will help if you say what assistive technology you use.