CIH Solutions Ltd

CIHS Agnostic ITSM Process Design, CMDB, Managed Services & Vendor Support

CIHS provides vendor-agnostic Enterprise and IT Service Management solutions aligned to best practices such as ITIL. With services ranging from Service Catalogue Design, Process Engineering, Service Transition, and Target Operating Models to toolset implementation, configuration and ongoing management of class-leading vendors CIHS provides a single stop for your ESM requirements.

Features

• ITSM and ITIL alignment Assessments by Practioner certified staff
• Toolset review and recommendations supporting Vendor Selection
• Multi-skilled/certified, Practitioners supported by continuous learning
• Process and Toolset design and configuration
• ITSM Toolset Managed Services
• Service Catalogue Design and Implementation
• CMDB Design and implementation
• Workflow Automation design and implementation
• Interoperable X-platform AI (vendor neutral) integration, training and implementation
• KPI dashboard design and implementation

Benefits

• Increased automation leading to efficiencies through process specific effectiveness assessments
• Increased visiblity across all process areas
• Optimised workflow leading to reduced process times
• Ability to leverage AI and Auotmation technologies efficiently
• Decreased risk profiles for changes
• Improved visiblity of Assets and Configuration items across an estate
• Reduced deployments times using automated deployments from Service Requests
• Expanded access to ITIL consultants cross industry experience
• Access to Security Cleared ITIL and technical consultants
• Scalable support services to operate with your existing team

£650.00 to £1,200.00 a unit a day

• Education pricing available

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 Chris.Hodder@itsmconsultancy.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

604125915549026

Contact

Chris Hodder
0208 050 3165
Chris.Hodder@itsmconsultancy.co.uk

Planning

• Planning service: Yes
• How the planning service works: CIHS offers an innovative approach providing a compelling service that is multi-vendor, vendor-neutral outcome focussed solutions, guiding you at every step of your transformation journey. Our consultancy team crafts bespoke roadmaps predicated on standards-based customisable and configurable templates that align with both technical and business objectives to maximise improvements across the scope of IT and Enterprise Service Management. Planning services are based on Agile principles allowing for changes through the project or programme whilst maintaining structure and governance in terms of meeting defined outcomes. Our engagement is aligned to realising the strategic objectives of the client to maximes Value for Money and support Benefits realisation, thus reducing the Total Cost of Ownership in support of Government Agenda.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Avanti

Training

• Training service provided: Yes
• How the training service works: At CIHS we recognise the importance of not only implementing cutting-edge cloud solutions but also ensuring that your in-house technical teams are fully capable of managing these new systems. Our knowledge transfer services are designed to empower your staff through a well-rounded educational approach, agreed upon during the planning phase. This includes:; ; Train the Trainer: This method enables key team members to learn in-depth so they can subsequently train others within your organisation, promoting sustainable expertise development.; ; Classroom-Based Sessions for Super Users: Targeted training for super users who will lead by example and support their colleagues in using the new systems.; ; Online Guided Training: Flexible and accessible learning opportunities through guided online sessions that can be attended remotely.; ; Pre-recorded Show and Tell Videos: Allows team members to learn at their own pace, providing a resource for ongoing reference.; ; Knowledge Base: An extensive collection of resources, including FAQs, troubleshooting guides, and best practice tips.; Knowledge Transfer of High-Level Design (HLD), Low-Level Design (LLD), Infrastructure, and Network Diagrams: Detailed walkthroughs of the cloud infrastructure and designs to ensure your team understands the foundational and detailed aspects of the new systems.
• Training is tied to specific services: Yes
• Services the training service works with:
  • ServiceNow
  • Ivanti
  • Cherwell
  • HaloITSM
  • 4Me
  • IFS Assyst
  • Kelverion

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: At CIH Solutions Ltd., we offer a specialised Cloud Integration and Migration Consultancy that prioritises a holistic understanding of your business environment. By engaging with us, you gain access to experts adept in technical cloud ITSM implementations and aligning these technologies with your broader business objectives. Our consultancy process involves:; ; Business Alignment: We analyse your business goals and strategies to ensure that the cloud solutions we recommend propel your business forward, integrating seamlessly with your long-term objectives.; ; User-Centric Design: Understanding the needs and expectations of your end-users is paramount. We design our cloud services to improve usability and adoption, directly impacting productivity and user satisfaction.; ; Technology Integration: Recognising the importance of your existing IT ecosystem, we ensure that new cloud services perfectly mesh with your current technologies, maintaining data integrity and system efficiency.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • ServiceNow
  • Ivanti
  • Cherwell
  • 4Me
  • HaloITSM
  • IFS Assyst
  • Kelverion

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: At CIH Solutions Ltd., we are committed to delivering superior quality in all our cloud services, underpinned by a stringent quality assurance framework aligned with international standards. This process ensures that every aspect of our service offerings meets or exceeds the strict criteria for quality management and customer satisfaction.; ; Key Features of Our Quality Assurance Process:; ; We adhere to internationally recognised standards for quality management (such as EFQM), ensuring systematic control over our processes and a consistent commitment to service improvement and customer satisfaction.; ; Qualified Consultants: Our team comprises certified Consultants specialising in automated and manual testing procedures. Their expertise ensures a comprehensive evaluation of performance across all service components.; ; Comprehensive Testing: We employ a blend of automated tools and manual testing techniques to assess the performance and security of our services thoroughly. This dual approach allows us to identify and rectify potential issues more effectively, ensuring robust performance and enhanced security.; ; Continuous Improvement: Our quality assurance process is not static; it involves constant monitoring and feedback incorporation to elevate the quality and reliability of our services constantly. This dynamic approach helps us adapt to emerging challenges and evolving customer needs.

Security testing

• Security services: Yes
• Security services type:
  • Security risk management
  • Security incident management

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: CIHS provides support for a range of hosting and software across the ITSM Toolset space including (but not limited to): ServiceNow, Ivanti, Cherwell, HaloITSM, 4Me, IFS Assyst, Kelverion and Biomni. Services include:; ; Configuration and Implementation; From configuration changes to facilitate performance, automation, workflow and integration through to complete implementation of a new ITSM platform, CIHS provides all services required to achieve this from Business Analysis, Best Practice consultancy through to technical and integration services. ; ; Migration; Fully managed and supported migrations from one ITSM platform to another.; ; Hosting; Hosting services are available for a number of ITSM platforms providing additional benefits over classic SaaS offerings including direct database access and standard integrations and automation. (Refer to Lot 1 for details); ; Managed Services; End to End managed service for your ITSM platform from design to implementation and ongoing management allowing your IT function to rely on a best practice aligned and agile managed environment to meet the business demand.

Service scope

• Service constraints: Our commitment to providing exceptional service, as such, our standard service hours are designed to align with typical business operations, ensuring consistent and reliable support during these times:; ; Service Hours: Our core operating hours are 8:00 AM to 6:00 PM, Monday through Friday, in the UK.; ; Out-of-Hours Service Provision: Some projects or issues may require attention beyond standard hours; we offer extended service as needed but involve additional charges in line with SFIA guidelines. ; ; Chargeable Travel: Travel expenses incurred for client projects are billable. These costs are clearly outlined and agreed upon in the terms and conditions of our contracts.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is offered a different tiers depending on the solution between 8am - 5:30pm Mon-Fri by default. Enhanced hours are available based on managed service tiers. ; ; Default response times vary between 15 min and 30 mins depending on the priority of the ticket in line with our documented priority matrix and the tier of support required.
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We have actively engaged in testing web chat systems with assistive technology users to ensure accessibility and usability for all. This testing involves participants who use various assistive technologies like screen readers, speech recognition software, and keyboard-only navigation. We focus on identifying and resolving barriers that might impede user interaction, ensuring that our web chat interfaces are compliant with accessibility standards such as WCAG and ADA. Feedback from these sessions is integral to our development process, leading to enhancements in our chat interface designs to better accommodate the needs of users with disabilities.; ; Our commitment to inclusive design drives us to refine our products through feedback loops and iterative testing continuously. By collaborating closely with users dependent on assistive technologies, we gain invaluable insights that help us improve usability. This process not only enhances the user experience for individuals with disabilities but also benefits all users by creating more intuitive and easy-to-navigate interfaces.
• Support levels: CIHS offers 4 levels of support Bronze, Silver, Gold and Platinum providing a clear distinction between the units of work available, which vary depending on the supported platform and the additional benefits including: ; - Included Consultancy Time; - Discounts on CIHS services; - Discounts of CIHS products; All tiers are supported by technical and Client Services dedicated resources.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Ivanti, Cherwell, ServiceNow, 4Me, HaloITSM, IFS Assyst, Servicely, Kelverion, Biomni

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: QMS International Ltd.
• ISO/IEC 27001 accreditation date: 02/09/2023
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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

  CIH Solutions Ltd. recognises the urgent need for environmental stewardship and is committed to addressing climate change. Our Carbon Reduction Plan outlines our commitment to achieving Net Zero emissions by 2040. Our carbon reduction efforts' baseline year is from January 2023 to December 2023.; ; CIHS has set ambitious carbon reduction targets to align with the commitment to achieving Net Zero by 2040. Targets are categorised into short-term, medium-term, and long-term objectives.; ; Short-term Targets (2023-2025):; • Implement energy-efficient measures to achieve a 10% reduction in Scope 1 emissions.; • Invest in renewable energy sources to cover at least 20% of the company's total energy consumption, reducing emissions.; • Collaborate with the top 30 suppliers to establish emission reduction goals within the supply chain.; Medium-term Targets (2026-2030):; • Achieve a 25% reduction in emissions through the adoption of low-carbon technologies and practices.; • Increase the share of renewable energy in total energy consumption to 40%.; • Expand the scope of supply chain engagement to include the top 50 suppliers.; Long-term Targets (2031-2040):; • Achieve Net Zero emissions by 2040 through emission reduction measures, investments in carbon offset projects, and technological innovation.; • Advocate for industry-wide adoption of sustainable practices and contribute to systemic change.

  Covid-19 recovery

  CIHS is committed to aiding recovery from COVID-19 by enhancing safety, supporting remote work, enabling contactless interactions, promoting health awareness, and boosting community resilience. Our comprehensive service provision ensures rigorous safety protocols are in place, reducing the risk of virus transmission and safeguarding our clients and their customers. By facilitating efficient remote work configurations, we enable businesses to continue operations seamlessly, ensuring high productivity while minimising physical contact. Our technology solutions also support the implementation of contactless transactions, crucial in maintaining business continuity and customer interactions without health risks.; ; Furthermore, CIHS promotes health awareness through educational initiatives and technology tools that inform and empower individuals and communities. This approach helps foster a culture of health and safety, which is essential in the long-term management of COVID-19 impacts. Lastly, by strengthening community resilience, we help businesses and organisations adapt and thrive despite the challenges posed by the pandemic. Our integrated services are designed to address immediate needs and ensure sustainable recovery and growth in a post-pandemic world.

  Tackling economic inequality

  At CIHS, our commitment to reducing economic inequality is realised through various strategic initiatives. We offer affordable access to our technological solutions, ensuring that all segments of society can benefit from digital advancements. This approach democratises technology access and helps mitigate the widening economic gap caused by technological disparities. In addition to access, we emphasise financial literacy as a fundamental component of our service. Educating individuals and communities about financial management empowers them to improve their economic well-being.; ; Creating meaningful employment opportunities is another pillar of our strategy. We invest in skills development and professional training, fostering a workforce equipped for the demands of a modern economy. ; As small businesses, supporting other small businesses is also crucial; by providing them with digital tools and expert guidance, we help them thrive and compete, which is essential for economic diversity and resilience. ; ; Lastly, our advocacy for fair wages and just policies underpin our commitment to ensuring that all experience economic growth and benefits, not just a select few. Through these concerted efforts, CIHS is pivotal in tackling economic inequality, enhancing community strength, and promoting inclusive growth.

  Equal opportunity

  The success of CIH Solutions Ltd as an organisation depends upon the effective use of the abilities of each of our employees. With this in mind, the company is committed to providing equality and fairness for all recruitment applicants and employees and not discriminating against anyone because of their gender (including sex, marital status and gender reassignment), race (including ethnic origin, colour, nationality and national origin), disability, religion, belief or age. In addition, CIH Solutions Ltd will not discriminate against anyone associated with another individual protected under equality legislation. ; ; We oppose all forms of unlawful and unfair discrimination. All employees will be treated fairly and with respect. Selection for employment, promotion, training, or any other benefit will be based on aptitude and ability. The company is also committed to preventing discrimination of any type against its employees by third parties like suppliers, clients, and the general public. The responsibility for upholding this commitment is shared by every employee and intended to benefit them.

  Wellbeing

  At CIHS, enhancing well-being is a core objective achieved through a holistic health and lifestyle support approach. We provide mental health resources and initiatives, understanding mental well-being's critical role in overall health. Our services also promote work-life balance by offering technologies that support remote and flexible work arrangements, helping individuals manage their time more effectively.; ; We also advocate for healthy lifestyles for all our staff through unlimited annual leave, flexible working and funded Gym membership for those who wish to leverage office facilities. ; ; To foster stronger social bonds, CIHS develops platforms that enhance community interactions, vital for mental and social well-being. Prioritising user satisfaction and safety, we ensure that our technologies meet and exceed the necessary standards, fostering an environment of trust and reliability. Through these comprehensive efforts, CIHS significantly contributes to the enhancement of our community's well-being.

Pricing

• Price: £650.00 to £1,200.00 a unit a day
• Discount for educational organisations: Yes

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 Chris.Hodder@itsmconsultancy.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.