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Xcession Ltd

Jira Service Management Implementation and Consulting

Xcession will provide the Organisation with the ability to migrate from an existing solution or implement a new Jira Service Management platform and applications. Xcession will ensure the JSM ITSM Platform is optimised to support the business processes as required. Service includes analysis, architecture, design, development, test and project management.

Features

  • ESM Architecture and Design for Jira Service Management
  • Use-case driven and automation focused solution design and implementation
  • Target Operating Model based Integration solution design and implementation
  • CMDB integration design and implementation
  • Business need based implementation execution methodology (Agile or traditional)
  • Existing cloud instance migration, upgrade support, enhancements and maintenance
  • Certified and security cleared resource to required level
  • Enhanced and Application Management Support Offerings

Benefits

  • Manage to Out-of-the-box features and less-or-no customisation for easier upgrades
  • Specialist UK SME with On-shore and off-shore resources
  • Drive your organisation towards automation and orchestration to realise ROI
  • Lessons learnt applied to the project from previous experience
  • Optimise investment in the tool by using the Out-of-the-box capabilities
  • Expert resources who ensure you deliver value from your investment
  • Increase ROI and speed adoption of JSM solutions
  • Thought Leadership based consultancy approach

Pricing

£129.00 to £1,200.00 a unit a day

Service documents

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 sunil.duggal@xcession.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

5 3 9 9 3 4 9 5 4 3 6 9 6 4 2

Contact

Xcession Ltd Sunil Duggal
Telephone: 07973 432187
Email: sunil.duggal@xcession.co.uk

Planning

Planning service
Yes
How the planning service works
Xcession will follow its implementation methodology when delivering these services. The methodology is based on proven delivery phases that minimise risk to the Organisation, whilst also creating opportunities to maximise the benefit of the new platform. The methodology is constantly being refined to ensure Organisations benefit from new versions of the software and ways of working. An outline of the key deliverables is shown below.

Xcession will work with customer to produce a high-level architecture for Jira Service Management ITSM platform conforming to the business requirements of data, process and security standards.

Workshops will be scheduled to identify, define and agree on the master data sources for foundation data, CMDB and upstream / downstream applications.

Xcession will work with the organisation to review the target operating model and will produce solution designs for the business required integrations and orchestration.

Collaboration sessions will be scheduled to support the Organisation with planning, communications and training activities to support the implementation and deployment.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Jira Service Management

Training

Training service provided
Yes
How the training service works
Xcession provides multiple training options for customers as part of our Jira Service Management Implementations. These can range from Train the Trainer, Instructor-led training (ILT), Virtual instructor-led training (VILT) or Video on Demand (VoD). We are also able to provide content where a customer has their own Learning Management System (LMS). For ongoing up-skilling, we offer tailored masterclasses as we are focused on our customers gaining real benefit from the JSM platform.
Training is tied to specific services
Yes
Services the training service works with
  • Jira Service Management
  • FreshService
  • BMC Helix
  • ServiceNow
  • 4me

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Xcession have extensive experience in Enterprise and IT Service Management. Through our experience and the fact that we are vendor agnostic we will make sure you get the best advice needed when moving any service to the cloud or between cloud providers. We will work with you to understand the key business outcomes you wish to achieve from your move to the cloud or between cloud services. We work with you on the key uses cases to be achieved and then map the technology onto these use cases using the tools you have purchased.
Our methodology follows our unique methodology which allows us to define the work packages to be defined at each phase of the setup and migration. This ensures that all parties are clear about time and cost. The focus is on delivering value and not just ticking a box to say something is done. The outcome is a transformed service which utilises the features of the cloud services to enable you to deliver better and more valued services to your customers.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Jira Service Management
  • FreshService
  • BMC Helix
  • ServiceNow
  • 4me

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Xcession will follow its own internal quality assurance and testing methodology to ensure that the solution performs to functional and non-functional requirements. In additional Xcession can integrate with the Organisations chosen testing strategy to guarantee that quality standards and governance is achieved end to end. Based on the chosen processes for implementation, the respective project artefacts will be produced such as test plan and strategy, test cases, test execution results. Xcession will perform end to end use case driven end to end system integration testing for the integration solutions. Xcession will also help to coordinate and support user acceptance testing and/or operational acceptance testing so that there is confidence within the business of a smooth transition. Early life support will also be planned to ensure that any initial go live issues can be addresses quickly to minimise business impact.
As part of Xcession’s Application Management Service we follow strict change control and other standard quality assurance process for the applications we manage. Performance is constantly monitored and any issues managed with the cloud provider.

Security testing

Security services
Yes
Security services type
Security incident management

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
Xcession will provide the Applications Management services (AMS) for Jira Service Management including all core ITIL modules, integrations, automation and orchestration capabilities.

Xcession will also deliver monthly service reviews which will cover performance of the service against agreed Key Performance Indicators, Service Level performance and continual service improvement.

Service scope

Service constraints
There are no constraints to the service but Xcession will discuss all requirements and should any constraints exist, these will be factored into the service.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority: P1 Target Response Times: 30 minutes Target Level of Effort: Continuously, 24 hours per day, 7 days per week
Priority: P2 Target Response Times: 2 hours Target Level of Effort: Continuously, but not necessarily 24 hours per day, 7 days per week Priority: P3 Target Response Times: 1 business day Target Level of Effort: As appropriate during normal business hours
Priority: P4 Target Response Times: N/A Target Level of Effort: Varies
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
As part of Xcession's Application Management Services with customers we do not commit to formal SLAs, instead, we use reasonable efforts to meet the target response times and level of effort as stated in the table below. As part of the onboarding of new customers to our support offering, we work closely to define the required level of response required to meet the objectives of each customer.

Priority: P1
Target Response Times: 30 minutes
Target Level of Effort: Continuously, 24 hours per day, 7 days per week

Priority: P2
Target Response Times: 2 hours
Target Level of Effort: Continuously, but not necessarily 24 hours per day, 7 days per week

Priority: P3
Target Response Times: 1 business day
Target Level of Effort: As appropriate during normal business hours

Priority: P4
Target Response Times: N/A
Target Level of Effort: Varies

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Atlassian Jira Service Management

Staff security

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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
20/05/2020
What the ISO/IEC 27001 doesn’t cover
All is covered
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

Management of IT, Data Centre and Cloud Assets to maximise consumption and efficiency, and reduce emissions.

Covid-19 recovery

Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.

Tackling economic inequality

Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.

Equal opportunity

Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.

Wellbeing

Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.

Pricing

Price
£129.00 to £1,200.00 a unit a day
Discount for educational organisations
No

Service documents

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 sunil.duggal@xcession.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.