Workspace ONE Intelligence

Service scope

Software add-on or extension: Yes
What software services is the service an extension to: Workspace ONE UEM Authorize Workspace ONE Intelligence to connect and share data with third-party services in the Integrations area. Services include connecting to other systems in your Workspace ONE deployment, automation services, and trust network services. Find information about Workspace ONE UEM, Slack, ServiceNow, and App Approvals.
Cloud deployment model: Hybrid cloud
Service constraints: Before you can use Workspace ONE Intelligence features, you must turn on reports powered by Workspace ONE Intelligence (different from Workspace ONE UEM reporting). You must then install the Workspace ONE Intelligence Connector service (also known as the ETL installer).
System requirements: Please refer to the Workspace ONE Intelligence Reference Architecture

https://techzone.vmware.com/resource/workspace-one-intelligence-architecture

User support

Email or online ticketing support: Email or online ticketing
Support response times: Please refer to our website for support details: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmware-severity-definitions-response-time-business-hours-datasheet.pdf ● Production Support details can be reviewed directly by visiting: https://www.vmware.com/support/services/production.html ○ Production Support Overview: ○ Available by Region ○ 24x7 support for Severity 1 issues ○ Unlimited number of Support Requests ○ Up to 6 Administrators ○ Online access to documentation and technical resources, knowledge base, discussion forums ○ Cloud updates
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
Onsite support: Yes, at extra cost
Support levels: Please refer to our website for support details: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/support/vmware-severity-definitions-response-time-business-hours-datasheet.pdf ● Production Support details can be reviewed directly by visiting: https://www.vmware.com/support/services/production.html ○ Production Support Overview: ○ Available by Region ○ 24x7 support for Severity 1 issues ○ Unlimited number of Support Requests ○ Up to 6 Administrators ○ Online access to documentation and technical resources, knowledge base, discussion forums ○ Cloud updates
Support available to third parties: Yes

Onboarding and offboarding

Getting started: We provide a comprehensive pre-installation checklist that includes all network and technical requirements that must be satisfied to help ensure a successful implementation. Our Account Executives and Professional Services team members will support you throughout the entire process, from pre-implementation meetings through the final hand-off to our Global Support Team. - Upon the successful completion of all implementation deliverables, you can continue to leverage our breadth of professional services resources in the form of our global Support Services, extensive technical documentation and robust knowledgebase - Access a comprehensive and easily accessible catalog of training resources that provides varying levels of product knowledge and technical expertise, depending on the administrator role - Options include on-demand access to product documentation, instructional videos, online forums and instructor led training courses
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Please refer to the VMware Data Processing Addendum for applicable guidance: (https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmware-data-processing-addendum.pdf) Section 7. Deletion of Personal Data Following expiration or termination of the Agreement, VMware will delete or return to Customer all Personal Data as set forth in the Agreement. If VMware is required by applicable law to retain Personal Data, VMware will implement reasonable measures to prevent any further processing. The terms of this DPA will continue to apply to that retained Personal Data.
End-of-contract process: Please refer to the VMware Data Processing Addendum for applicable guidance: (https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmware-data-processing-addendum.pdf) Section 7. Deletion of Personal Data Following expiration or termination of the Agreement, VMware will delete or return to Customer all Personal Data as set forth in the Agreement. If VMware is required by applicable law to retain Personal Data, VMware will implement reasonable measures to prevent any further processing. The terms of this DPA will continue to apply to that retained Personal Data.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

Linux or Unix

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Workspace ONE Intelligence is accessible via web browser and native mobile app and easy to user regardless of device. The Workspace ONE portal functions as a mobile app and a browser-based console. Register Apteligent with Workspace ONE Intelligence and add the Apteligent SDK to internal applications to display application statistics for internal applications managed in Workspace ONE UEM
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: The user interface is simple, intuitive and responsive. Interactive dashboards, advanced filters, search options and customizable user preferences provide IT administrators the information they need to make decisions.
Accessibility standards: None or don’t know
Description of accessibility: VMware is dedicated to support customers to make VMware products and technologies accessible to people with disabilities. Please visit https://www.vmware.com/uk/help/accessibility.html for an overview of the accessibility testing conducted on the various VMware products and services at this time
Accessibility testing: Please visit https://www.vmware.com/uk/help/accessibility.html for an overview of the accessibility testing conducted on the various VMware products and services at this time
API: Yes
What users can and can't do using the API: Workspace ONE Intelligence has a list of APIs and plans to publish additional information for customer usage. Various APIs are available for the Workspace ONE platform. The automation feature of Workspace ONE Intelligence uses APIs to communicate between your Workspace ONE environment, Workspace ONE Intelligence automation feature, and your third-party services. Please refer to the Workspace ONE Intelligence User Guide for information on API and supported third party services. Administrators can download Workspace ONE Intelligence reports as CSV from the solution at any time. We encourage the use of our TestDrive-trial environment as part of customer acceptance strategy ● TestDrive enables you to review all solution functionality across Workspace ONE and Horizon services ● Enroll any of the device types we support, including, Android, iOS, Windows and Macs ● Time limits vary Please visithttps://techzone.vmware.com/getting-started-workspace one-intelligence-apis-vmware-workspace-one-operational-tutorial#289686 for more details
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: Configure the data widgets display with filters, charts and diagrams, and parameters on My Dashboard. • Edit, copy and add widgets using templates to streamline key performance indicators analysis for your Workspace ONE deployment. • Delete, resize, and move widgets anywhere on My Dashboard to display key deployment health analysis and trends. • Widgets include but are not limited to these listed types: Apps, Devices, OS Updates, App Launches, and User logins. Use blank templates as the base for creating custom widgets.

Scaling

Independence of resources: Our solution meets strict requirements for high availability and redundancy through load balancing across multiple, geographically disparate data centers. We eliminate any single point of failure through the use of redundant equipment, network, power and clustering of key components.

Analytics

Service usage metrics: Yes
Metrics types: Devices ○ Device Starter Template ○ Enrolled Devices ○ Managed Devices Apps ○ Apps Starter Template ○ Managed Apps ○ All Apps ○Workspace ONE UEM iOS and Android Agents OS Updates ○ OS Updates Starter Template ○ All Windows OS Updates ○ Critical Update Status ○Security Update Status ○ Service Pack Update Status ○ Devices Vulnerability to High CVE(CVSS >= 7) ○ All devices with CVE vulnerability View and create dashboards around any KPI’s across apps, devices, users and OS updates. Everything is template driven, giving admins a starting point, but allowing them to customize the KPI
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: VMware, AWS, Microsoft, Veeam, Zerto, Runecast, Arctic Wolf

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402

Other
Other data at rest protection approach: Workspace ONE Intelligence leverages native AWS capabilities to encrypt data at rest
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: Customers can run reports on demand or schedule reports to run: Export Intelligence reports via CSV format from the console at anytime.
Data export formats: CSV
Data import formats: Other
Other data import formats: Aggregate various sources: Workspace ONE UEM, Workspace ONE Access, Apteligent

Workspace ONE Intelligence Connector: installed on customer premises: Enables additional-features

Refer to the relevant details on VMware docs: https://via.vmw.com/EhBz

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: Other
Other protection within supplier network: Workspace ONE Intelligence uses AWS services, including VPCs, to architect the SaaS environment. Additional information would be confidential and requires potential customers to reach out to VMware.

Availability and resilience

Guaranteed availability: Workspace ONE Intelligence does not currently maintain an uptime SLA; please partner with your account representative for up-to-date details regarding availability commitments
Approach to resilience: Our solution meets strict requirements for high availability and redundancy through load balancing across multiple, geographically disparate data centers. We eliminate any single point of failure through the use of redundant equipment, network, power and clustering of key components
Outage reporting: In the unlikely event of a security incident, we will notify the appropriate customer IT stakeholders. Email announcements will maintain open lines of communication between support staff and customers regarding change management events, incident events and problem events. - We will provide at least five days’ or as much advance notice as possible via email of maintenance windows. Please visit https://ws1intelligence.statuspage.io/ for current uptime status

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Dedicated link (for example VPN)

Username or password

Other
Other user authentication: Customers determine access requirements for Workspace ONE and supports various authentication methods
Access restrictions in management interfaces and support channels: We have a formal Access Control policy that includes roles and responsibilities for Asset Owners, Asset Custodians and Users to help ensure proper access to information assets. -- Strong passwords are required for access to production environments and corporate resources. Password policies are developed according to industry best practices and are technically enforced through Active Directory. -- All access privileges are technically enforced using role-based access control, separation of duties and the principle of least privileges. --- Production environment access requires two-factor authentication, is secured by VPN using AD credentials and is restricted to authorized members of applicable teams
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Username or password

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: Between 6 months and 12 months
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: Between 6 months and 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: KPMG
ISO/IEC 27001 accreditation date: 31/12/2023
What the ISO/IEC 27001 doesn’t cover: The scope of the ISO/IEC 27001:2013certifi cation is limited to the information security management system (ISMS) supporting the management of the infrastructure and services used to support VMware’s in-scope cloud services and in accordance with the statement of applicability version 1.0 and aligned to the control set in ISO/IEC 27017:2015 and ISO/IEC27018:2019. Assets within the scope of the ISMS include information, software, databases, hardware, and employees supporting the in-scope VMware cloud services.
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 29/08/2023
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: Please visit: https://cloudsecurityalliance.org/star/registry/vmware-inc/ for the various CSA STAR Certification details
PCI certification: Yes
Who accredited the PCI DSS certification: Crowe LLP
PCI DSS accreditation date: 27/02/2023
What the PCI DSS doesn’t cover: Please refer to the PCI AOC for applicable details: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/cloud/vmware-pci-dss-aoc-service-providers-ws-one-intelligence.pdf
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: We model our security framework using the NIST SP 800-53 - We have an Information Security Governance Committee (ISGC) that is chaired by members of senior management and representatives from our Information Security, IT Operations, HR, Marketing, Facilities and Legal teams.
Information security policies and processes: Our Information Security Program is modeled using industry best practices and regulatory standards, including NIST SP 800-53 and ISO27001. We maintain our own Information Security Program and Policies to protect customer data hosted in our systems and perform annual reviews and audits of our program to ensure the integrity of our hosted offering. -- The VMware Information Security team manages the enforcement, development, and maintenance of information security policies and standards to ensure VMware Information Assets are preserved in a security environment, in accordance with generally accepted best practices, focusing on VMware business and risk objectives. The VMware Information Security Team is responsible for updating policies as threats and technologies change, initiating and managing periodic reviews of the information security policies and standards, as well as evaluating exceptions to information security policy and standards. -- Our Information Security team oversees organizational compliance while team leads in conjunction with IT and HR teams help enforce department-level compliance.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Our Change Management process for updating the solution is executed according to our standard internal change management policy. The process involves completion and submission of change control forms, review and analysis of the change by the appropriate operations teams and scheduling of the update or change according to its severity level. All changes undergo our standard testing and validation process. If for any reason a change is unsuccessful or does not pass the required testing phases, our teams execute a fallback plan as documented in the change control form
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: We receive threat information and explore threat resolutions from the VMware Security Response Center (http://www.vmware.com/security/vsrc.html) - Regular internal and external vulnerability assessments tests performed against the SaaS environment - Risk methodology based on NIST standards, including: -- Identifying and characterizing threats -- Assessing the vulnerability of critical assets to specific threats -- Determining risk (i.e., expected likelihood and consequences of attacks) -- Identifying ways to reduce risks -- Prioritizing risk reduction measures based on strategy
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Our cloud support staff have configured the system to notify IT personnel if the central processing unit (CPU) utilization is too high, disk space limited, memory issues, key service failures, bandwidth utilization, power consumption, or other performance items. - IT Operations has subscriptions to pertinent vendor security and bug-tracking mailing lists. - After analyzing the severity and impact, network, utility and security equipment is patched or upgraded.
Incident management type: Supplier-defined controls
Incident management approach: We maintain an Incident Management Plan as part of our Information Security Program. Incidents are reported to and resolved by the appropriate Cloud Operations team and by senior management where needed. -- Alerts, responses and resolutions are tracked through completion. -- In the unlikely event of an incident, we will notify customers within two business days of any customer data that is affected. - Incident logs are reviewed by applicable support personnel for analysis and remediation to avoid further incidents of similar type. All remediation actions are reviewed and approved by our Information Security Governance Committee

Secure development

Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change

Sustainable growth for VMware’s business requires decoupling our company growth from carbon emissions. To this end, we’ve accelerated our focus on decarbonization and received third party validation from the Science Based Target Initiative (SBTi) on our science-based targets. Since 2018, we have maintained our certified CarbonNeutral® company status, in accordance with The CarbonNeutral Protocol. Since 2019, we have sourced 100 percent of our power in our global facilities from renewable sources, in accordance with RE100 Reporting Guidance. • VMware’s net zero emissions goal builds on approved science-based targets and expands the scope of our climate commitments. For us, a net zero goal means reducing emissions for our entire carbon footprint. We are focused on prioritizing energy efficiency within our operations through our commitment to green buildings, working with our suppliers to reduce their emissions, and supporting distributed workforces through our Future of Work initiative. Through carbon financing, we support low carbon sustainable development projects that enable carbon avoidance to offset our remaining emissions. In line with the leading net zero guidance, we are developing our strategy to include carbon removal projects to address residual emissions. In FY22, we furthered climate transition planning at VMware, guided by Taskforce on Climate-related Financial Disclosures (TCFD) recommendations. As VMware continues to learn more about climate risks, we can build longer time horizon risks into our strategy to become even more sustainable and resilient.

Pricing

Price: £2.74 a device a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Any customer who has access to Workspace ONE Intelligence Reports can opt-in to the 30-dayfree trial.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Workspace ONE Intelligence

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents