IBM United Kingdom Ltd

IBM Multi-Cloud Service Management and Support

IBM delivers world class SIAM capabilities and technical support across major cloud platforms including AWS, Azure, IBM Cloud and UKCloud. Enabling business outcomes by maintaining, supporting and enhancing your user experience. Whilst maintaining a focus on cost control and seamless integration, aligning to best practices and driving improved customer service.

Features

• Flexible, scalable application support to meet your changing business needs
• Accessing UK, EU and Global in-depth capabilities covering many technologies
• Continuous transformation and cost optimisation of your Cloud Service Operations
• Service architecture, design and secure operations utilising cloud-native services
• Design Thinking, Agile & DevSecOps to deliver change continuously
• Service Integration (SIAM) of suppliers and applications across multiple platforms
• Service Transition - design/planning take on of new/existing cloud services
• Systems management integration including ticketing, monitoring and alerting
• Cognitive automation solutions to drive proactive management and support
• Robotic automation deploys virtual engineers to execute repetitive tasks 24x7

Benefits

• Cost effective, flexible, scalable support across legacy, hybrid- and multi-clouds
• Intelligent insights into your services available any time, any place
• Highly efficient, user centric and cost effective support service
• Lower risk through proven support and maintenance experience on G-Cloud
• Faster response utilising UK Government expertise to create DevOps pipelines
• Agile, open source with asset reuse, improving service and performance
• Depth of expertise coupled to large SME supply chain
• Strategic global partnerships enabling subject matter expert and escalation benefits
• Wide ranging expertise of Service Management tools such as ServiceNow
• Process automation driving significant savings and optimal availability

£490 a unit a day

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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

561658745688246

Contact

Anne-Marie Wheeler
0207 202 3000
ukcat@uk.ibm.com

Planning

• Planning service: Yes
• How the planning service works: IBM’s Journey to cloud offerings are built on years of experience, delivering migration and rationalisation aligned to industry best practices. These support transition and transformation to hybrid, mutli and poly-Cloud environments, provided by the major hyperscalers (AWS, Azure, Google, UKCloud etc...) . We provide an holistic approach, covering the full engagement lifecycle, integrating all aspects of solution delivery, through each stage of your cloud transformation journey : ; 1) Advise - Define the cloud transformation scope and roadmap that is right for you based on industry trends and emerging technologies. Guide you through strategic, technical and operational considerations and test these decisions through MVP builds; ; 2) Move - Help you modernise your applications and move them to the Cloud using advanced tools and automation with a global team of engineers certified in industry-leading Cloud platforms and technologies; ; 3) Build - Help you execute your cloud transformation through buildout of cloud environments and develop and deploy applications that run on industry-leading Cloud platforms, including DevOps toolchains; ; 4) Manage - Offers a full spectrum of services to help you maintain and optimise a wide array of enterprise-class Cloud technologies while continuing to guide you through your transformation journey. ; Thus realising your business objectives.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Our training is developed collaboratively with the buyer. Training planning starts with the Training Needs Analysis (TNA). The TNA assesses the target audience and their training requirements to identify what training is required and how it should be delivered. This will be tempered with the application of real-world constraints and IBM’s knowledge of conducting TNAs and delivering successful training and business change. The key features of our training approach are: Ease of use is built into the design of the user interfaces; We use a blended learning approach that combines a mix of online self-study, webinars and classroom training tailored to different staff groups, training needs, learning styles and geographical locations; A recognition of the need to deliver training at the key stages of the programme, whilst minimising time away from the business; A focus on providing users with the materials and ability to conduct training in their own time in their own location; A ‘train the trainer’ approach to enable the buyer to train users who do require face to face training and Feedback processes to measure the take-up and effectiveness of training, with fast and flexible mechanisms to update training materials and training delivery mechanisms.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: IBM has extensive experience across Public Sector in designing, developing and deploying cloud service management capabilities and operating models, as well as migrating services, for operational delivery, into our existing shared service centres. IBM’s Garage Method for Cloud provides an accelerated, agile-driven and cognitive-enabled knowledge transfer approach for taking over responsibility for the support, maintenance and enhancement of applications. IBM's method supported by multi-cloud tooling, cognitive enablement (like code-reverse engineering and process assessment tools), coupled with security integration best practices, delivers effective knowledge transfer of both technical application support and service management process transition. This is complemented by our use of industry leading generative AI solutions (Watsonx, Consultant Assistant, etc...) to realise effective and efficient automation to improve the speed to response and customer satisfaction. This proven approach enables an accelerated transition with reduced risks, lower disruption and higher quality.
• 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: IBM’s Quality Engineering and Testing service provides consultancy, delivery and transformation across the full project lifecycle including Performance testing. Our QE methods, tooling and approach aligned to industry standards like ISTQB provide clients with reliable test approaches and cost-effective teams who drive innovation and efficiency. Our Non-Functional specialists focus on service outcomes, resilience, performance, and scalability as well as operability and security of the service. We work collaboratively with our clients to define user processes, critical functions and features ensuring they are functional but also performant and operational.

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:
  • Managed Security Services – SOC
  • Cloud Security Services
  • Security Intelligence Services
  • Data and Application Services
  • Identity and Access Management Services
  • Infrastructure and Endpoint Security Services
  • Security e-learning Services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Other
• Other security testing certifications:
  • OSCE
  • OSCP
  • OSWE
  • OSWP
  • OPST
  • GWAPT
  • GREM
  • GSEC
  • GXPN
  • GMOB

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 provide comprehensive support and maintenance of cloud based applications and services (Application Service Maintenance and Support) including the creation and management of a secure cloud-based delivery platform (Cloud DevOps and Support Services). We have well established partnerships with the major Cloud hyperscalers (Amazon, Google and Microsoft) to ensure we have the framework, capabilities and relationships to manage all forms of Cloud services using public cloud environments. Our extensive public sector experience and presence has an established approach and methodology for managing and supporting software hosted in private Cloud environments. Additionally we have the appropriately cleared consultants and practitioners available to deliver service in those environments.

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: IBM will agree appropriate service levels and response times for each particular implementation based on business need. Service levels are defined by categorising incident types according to severity, with response times per category of severity. We would typically monitor e-Mail/Ticketing/Telephone 24/7, 7 days a week, categorising the incident, and invoking the appropriate SLA; - Sev 1/2 incidents can be prioritised for weekend responses; - Sev 3 would be typically attract a response during office hours (Monday to Friday, 9 to 5). These metrics can be adjusted to align to the criticality of the service or application they relate to.
• 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: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: This will be as agreed as part of the service definition and will depend on the tooling selected. Customarily it will be provided through the IT Service Management tooling provision, such as ServiceNow, where a built in chat facility can support communications to service management and application support.
• Web chat accessibility testing: This would be agreed as part of the tooling selection.
• Support levels: IBM offers a range of service levels depending on the specific service or system that is implemented and its criticality.

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: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas Certification Holding SAS – UK Branch
• ISO/IEC 27001 accreditation date: 19 December 2018
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 30 July 2018
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: TBC
• PCI DSS accreditation date: TBC at Call-off contract level via online template
• What the PCI DSS doesn’t cover: To be confirmed at Call-off contract level via online template
• 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

  IBM are committed to achieving net zero greenhouse gas emissions globally by 2030. On this path, IBM are on track to have reduced greenhouse gas emissions by 65% (against 2010 base) in 2025, and 75% of our global electricity consumption will be from renewables by 2025. The IBM UK Carbon Reduction Plan (CRP) is published annually in which we report progress in achieving Net Zero; most recent in September 2023.; In fulfilling our responsibilities under our contracts, our staff operate in line with our IBM Environmental Policy and implemented through our worldwide Environmental Management System (EMS), which covers objectives including achieving our net zero greenhouse gas commitment, reduction in water use, reduction in waste going to landfill, creating green space, enhancing the natural environment and improving air quality. Local initiatives are in place around IBM and client’s locations, promoting e.g. shared or zero-carbon travel, various cycle-to-work and car-share initiatives/incentives as well as environmentally focused volunteering.; ; To influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection/improvement, we include Social Responsibility and Environmental Management requirements in subcontracts and encourage staff to work with the wider teams on improvements. In some locations, an ‘Environmental Business Resource Group’ promotes Green sustainability, also through community-based activities.; ; In 2020 IBM launched the ‘responsible.computing’ initiative, which addresses modern computing challenges and integrates aspects of sustainability, climate, ethics, openness, privacy, and security. We assess proposed technical solutions against efficient energy usage.; IBM began detailed tracking and monitoring of our environmental footprint in 1990 - being forthright and transparent in our impact long before it was fashionable or required. We have made significant improvements over the last 30 years and will continue to report transparently on impacts and progress, using ‘Sustainable by Design’ framework and tools such as CO2 Emissions-Estimator and/or Envizi.

  Covid-19 recovery

  We have continued promoting initiatives created to support COVID-19 recovery aimed at both communities and our/partners’ workforce. To help local communities manage and recover from the impacts of COVID-19 IBM have created employment and re-training opportunities. IBM provided a free, fully online offering called SkillsBuild Reignite, tailored for job seekers, and those needing to grow their digital skills. Once an initial 30-hours of online learning was completed, Reignite offered free one-on-one coaching, seminars and facilitated discussions from IBM volunteers.; ; IBM encourage our staff, suppliers, and customers to support our local communities through IBM Community Engagement Portal. The IBM.org Volunteer’s Portal manages over 1.3 million hours of volunteering by IBM employees. IBMers are allowed to make a charitable contribution of £7 for every hour of volunteering to their chosen charity.; ; We support our extensive ecosystem of external SME's managing/recovering from the impacts of COVID-19. IBM has invested to help reduce barriers to entry that may preclude participation in delivery by SMEs. This could relate to financial standing, ability to accept risk, invest in bids, or ability to supply sufficient volumes of resources.; ; We have had several initiatives to support staff with the impact of the COVID-19 and extended those initiatives to clients/partners. Mental health support has been available at all times to all of our staff and their families, and we have trained volunteering staff as mental health first aiders, with programmes in place to tailor a gradual return to work e.g. following illness. ; ; IBM reimagined many of our workplaces and policies to support COVID-19 recovery. We have implemented our Work from Home Pledge & Hybrid Working Pledge for all staff, which ensures we establish and respect new boundaries and support each other in this new way of working and living. IBM continue promoting an ongoing Hybrid working approach.

  Tackling economic inequality

  IBM invest to understand of the causes and effects of inequality. We run multiple initiatives to attempt to level opportunity, focused on our stated social-responsibility goal to support education and skills development in Science and Technology, with a specific focus on those who may not otherwise be attracted, or have the opportunity, to develop those skills.; ; The ‘IBM Ignite’ scheme, a national Movement to Work programme, offers vocational traineeships and work experience to disadvantaged youth unemployed. Together with City Gateway, our London charity partner, IBM offer 2-week, onsite, workplace programmes to break the cycle of ‘no work experience, no job’.; ; IBM are proud to have created skillsbuild.org. This is a global programme, and for the UK offering IBM have partnered with ACH.org.uk, a social enterprise working to resettle refugees through labour market and social integration, City Gateway, a London charity working with disadvantaged young people, women and families in deprived areas to build skills and ambition, and SaluteMyJob, a charity creating opportunities for ex-Servicemen and women under the armed forces covenant. The SkillsBuild programmes offer training, in-person support, credentials and opportunities to put the learning into practice. In addition to the direct training through charity partners, SkillsBuild is now also available free to all online. The SkillsBuild training gives recognised qualifications to those searching for employment in a digital economy. In addition, the programme gives job-search skills, teaches agile methods and design thinking, and has specific training in growing IT fields, such as cybersecurity, big data, artificial intelligence.; ; IBM UK employ around 100 school-leaver apprentices every year. Our award-winning programme offers apprenticeships ranging from Level 3 to Level 6, with all apprentices employed as permanent employees from Day 1. We also launched Early Professional Affiliates Hiring programme enabling us to further acquire talent from underrepresented groups.

  Equal opportunity

  In 1942, IBM hired blind psychologist Michael Supa to create a programme for hiring and training people with disabilities. Supa then worked in IBM institutionalising disability representation and equality for 37 years, and 80 years after he was hired IBM continue to lead in Accessibility, Inclusive hiring, and Representation to reduce the disability employment gap. The Accessible Workplace Connection portal makes it easy for managers to accommodate IBMers who consider themselves to have disabilities, and all recruitment activities are accessible and open. IBM support all employees in training and developing new skills relevant to them, with at least 40 hours of structured training required every year; called THINK40. The training can link to recognised, external qualifications, building skills relevant to the contract. IBM is accommodating of those with additional needs, ensuring all training is inclusive.; ; IBM believes that a diverse and inclusive work environment drives higher quality delivery. We have created employment/training opportunities for those with protected characteristics in the UK since 1912. Our 300+ employee-led communities support ethnic minorities, neurodiversity, LGBTQ+, females, veterans and more through regular events within their communities. Every IBMer completes regular mandatory Diversity & Inclusion training, including on unconscious bias. Based on 2022 survey nearly 9 in 10 IBMers felt comfortable being themselves at work with ~5,000 more recommending IBM as a great place to work. IBM run a “BeEqual” campaign and programmes, with tens of thousands of employees making a BeEqual pledge of allyship to colleagues from minority groups and 6000 IBMers globally are certified as LGBT+ Allies, with 90+ events across UK and Ireland in 2023 focusing on inclusion, with approximately 3.5K attendees. IBM have a culture of promotion and recruitment aiming to addresses workforce inequality for all to have the opportunity to fulfil their potential.

  Wellbeing

  IBM has an advanced Health and Wellbeing Programme, recognising the criticality and benefits of a healthy and supported workforce. A wide-ranging Employee Assistance Program is provided confidentially to all employees 24/7, at no cost to them, backed up by medical insurance with annual health assessments available. IBM operate a Mental Health First Aid Programme, with over 200 qualified mental health first-aiders volunteering in the UK. These colleagues make themselves approachable as a first step. IBM UK have Disability Confident Level 2 status, winning in 2023 UK-IT-Industry Award – DEI and in 2021 the Best Employer for Diversity and Inclusion award from WM UK, due to the broad focus on D&I throughout the pandemic, including hidden disabilities and neurodiversity. IBM has a global neurodiversity hiring program (ND@IBM). ; In the new model of home/hybrid working, various initiatives have been created to maintain and improve both mental and physical health when working remotely. The IBM Working from Home Pledge includes commitments to take time out for yourself, and to check-in regularly on colleagues. It was recognised that working alone can be challenging for some, and regular sessions, support programmes and training in place to keep people connected. Managers have undertaken training to recognise those struggling and have tools of early support. A “2020 health challenge” was taken up by 20% of the permanent employee population, with 69% of participants reported being less stressed, 74% exceeded 10,000 steps a day. We continue organising ‘Exercise challenges’ on miles walked/weight loss linked to e.g. World Heart Day. Ergonomic equipment to create a better working-from-home environment is available to all.; ; Within projects/programmes, and as part of contract delivery, IBM seek to make these various initiatives available to joint team of staff/suppliers/customers and communities. Project and colleague-based support and health initiatives are expanded where possible to all.

Pricing

• Price: £490 a unit a day
• 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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.