Fusion Business Solutions (UK) Limited

BMC Helix Application Management Service

Application Management Service (AMS) utilises Fusion’s wide ranging subject matter expertise, AI analysis, industrial-strength best practice and Intellectual Property developed over the past 25 years to administer your BMC Helix platform, while providing tailored hands-on training for your administrators to gain confidence in operating the platform independently.

Features

• Daily administration of the applications
• Resolving incidents and fulfilling requests
• Delivering minor application enhancements
• AI analysis to drive continuous service optimisation
• Introducing best practice for managing the applications
• Training, upskilling, and shadowing to support your application administrators
• Flexible term spanning 12, 36, or 60 months
• Supported by Fusion’s highly experienced Service Operations and Support teams

Benefits

• Mitigate risks related to transitioning to production
• Optimised platform via AI-led Continuous Service Improvements
• Enable customer operational teams in using the platform effectively
• Access to a wide range of technical skills
• Cost effectiveness via blended model

£1,400 to £12,800 a unit a month

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 Info@fusiongbs.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

567469956549206

Contact

Robin Booth
+44208 814 4888
Info@fusiongbs.com

Planning

• Planning service: Yes
• How the planning service works: Our Service Onboarding, charged as a one off activity provides the following:; 1) Review and assessment of the solution; 2) Assessment of the operational and support requirements; 3) Provision of access and credentials for access to the service; 4) Engagement model
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: BMC Helix and related software

Training

• Training service provided: Yes
• How the training service works: During the service, Fusion will assess the skills of your systems administrators. Based on this, a bespoke training programme will be constructed to cater of the specific knowledge gaps, which may include administration, best practice, root-cause analysis and development skills. Additional handholding and shadowing is provided to give confidence and mitigate risk. The training programme typically runs on a fortnightly basis for a 3-6 months period, covering predefined areas, topics requested by the students and any additional areas as a result of recent incidents or problems.
• Training is tied to specific services: Yes
• Services the training service works with: BMC Helix products

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

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: Our support organisation has over 50 FTEs providing 24/7/365 support across 3 geographical centres. In case of escalations, additional Level-3 support is provided by BMC Software.

Service scope

• Service constraints: The Service is focused on BMC Helix applications.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The service offers a standard 15 minutes response time to acknowledge questions. Resolution times depend on the nature of the question.; The standard operating hours for the service are Monday-Friday 0900-1700 UK (excluding Bank Holidays).
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Basic support is provided at no extra cost and enhanced could be provided at extra cost.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: A-LIGN
• ISO/IEC 27001 accreditation date: 13/09/21
• What the ISO/IEC 27001 doesn’t cover: Nil - Statement of Applicability is available on request and a copy of the certificate (and for other security accreditations) at https://www.bmc.com/corporate/trust-center/compliance.html
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 13/04/2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Nil
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SSAE 16 SOC 2 Type II
  • ISO 27017/27018
  • ENX TISAX Level 3
  • See https://www.bmc.com/corporate/trust-center/compliance.html

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Every customer of Fusion's Cloud services receives additional environmental benefits, contributing towards overall achievement of net zero greenhouse gas emissions. Our services are 'pay as you go', driving efficient use of resources for customers who buy only what they need and when they need it, whilst our hosting services enable consolidation of infrastructure bringing opportunity for CPU optimisation and to drive down energy wastage. ; ; We seek to encourage customers to transition to a lower carbon footprint by analysing existing services to target high power-consuming services for transition to our Cloud services, so we can model costs vs cloud-tariffs to demonstrate value for money and environmental benefit.; ; For our customers, and our own staff and suppliers, we support environmental protection and improvement through the delivery of our Cloud services, which enable efficient working practices - such as flexible home working, with efficient remote access to critical business applications and with remote support - resulting in a smaller overall carbon footprint and a reduction in end-of-life IT waste for all.

Pricing

• Price: £1,400 to £12,800 a unit a month
• 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 Info@fusiongbs.com. Tell them what format you need. It will help if you say what assistive technology you use.