MICRO FOCUS

Micro Focus, now OpenText - Service Management Automation X (SMAX) Express on SaaS

SMAX is an analytics-driven ITSM and ESM solution that combines four key application areas: IT Service Management, IT Asset Management, Enterprise Service Management, and Cloud Management. SMAX has fully functioning processes and workflows that are ready to be used from day 1, and is easily extendable and fully codeless.

Features

• Service desk built upon analytics and machine learning
• Service portal including mobile support
• Modern user experience for automated enterprise applications
• Codeless configuration
• Seamless upgrades
• Flexible deployment options
• ChatOps

Benefits

• Fast responsive service desk for improved user satisfaction and productivity
• Self-service for increased user self-sufficiency and lower ticket volumes
• Automation for increased service quality and service levels
• Better staff utilization reduced TCO and quicker time-to-value
• Reduced IT asset costs and improved compliance

£1,062.22 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 publicsectoruk@microfocus.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

651750886819283

Contact

Micro Focus, now OpenText - Public Sector Team
01635 211332
publicsectoruk@microfocus.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • AWS Hosted
  • Azure Hosted
  • GCP Hosted
  • Red Hat Enterprise Linux 7.5, 7.6, 7.7, 7.8 8.0, 8.1
  • CentOS 7.5, 7.6, 7.7 8.0, 8.1
  • Oracle Linux 7.5, 7.6, 7.7 8.0, 8.1
  • https://docs.microfocus.com/itom/SMAX:2020.05/SupportMatrixOnPrem

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Please see target response times outlined in Ts&Cs document attached.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• 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: Via a Web Browser.
• Web chat accessibility testing: Non known.
• Onsite support: Yes, at extra cost
• Support levels: Standard support 24 x 7 FlexCare support available at additional cost. This can be used to align additional resources such as a Technical Account Manager, Named Advance Support Engineer or pre-paid points to provide additional onsite or remote support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training and education available on demand. Please contact your Account Manager for further details.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Facilities are provided to allow export of data from the application.; The exact requirements for data extraction at the end of the service contract will be negotiated between the customer and the chosen hosting partner.
• End-of-contract process: This will be negotiated between the customer and hosting partner as part of the service scoping exercise.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The solution provides a IOS and Android app to support End Users interacting with IT. Features include logging and tracking support tickets, searching knowledge and news items, requesting and tracking services from the catalogue and approving requests.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The solution has a REpresentational State Transfer (REST) API which enables users with the proper role to perform Create/Read/Update operations on records and manage records or consume REST services.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Configuration and tailoring of the solution is achieved via SMAX Studio a graphical codeless configuration tool. This allows the creation and editing of flows, graphical forms and tables. Modifications to workflows, tasks, and business rules can be done without any programming.

Scaling

• Independence of resources: The solution is scale-able. A scoping exercise between the customer and chosen hosting partner will identify the different workloads over time and required resources required to support those workloads.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard 'Help desk' metrics are provided e.g.; ; No of tickets closed within SLA.; Tickets open by agent etc.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Other
• Other data at rest protection approach: This will be a service provided by the chosen hosting partner.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported from the solution in a number of ways including the GUI in .csv or .xls formats. Via the REST API or via a Business Intelligence (BI) integration module.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • CSV
  • XLS
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • CSV
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Data Protection between networks will be discussed and provided by the customer's chosen hosting partner.
• Data protection within supplier network: Other
• Other protection within supplier network: This is for discussion between the customer and chosen hosting partner.

Availability and resilience

• Guaranteed availability: This guarantee will be negotiated between the customer and chosen hosting service delivery partner.
• Approach to resilience: Service resilience will be negotiated between the customer and chosen hosting service delivery partner.
• Outage reporting: Outage reporting will be provided by the chosen hosting partner..

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Restrictions will be negotiated with and provided by the customers chosen hosting partner.
• Access restriction testing frequency: Never
• Management access authentication: 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The Certification Body of Schellman & Company LLC
• ISO/IEC 27001 accreditation date: 19/10/2023
• What the ISO/IEC 27001 doesn’t cover: Wholly compliant
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Security Governance will be a topic to be covered by the chosen hosting supplier.
• Information security policies and processes: Security policies and processes will be a topic for discussion with the chosen hosting partner.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: These facilities will be provided by the chosen hosting partner.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management will be provided by the chosen hosting partner.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: These facilities will be provided by the chosen hosting partner.
• Incident management type: Supplier-defined controls
• Incident management approach: The incident management process will be provided by the chosen hosting partner.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change; ; At Micro Focus, we are committed to reducing our environmental footprint and supporting the transition to a low carbon business. We encourage our employees to live and work sustainably – and help our customers and partners address their carbon footprint by implementing carbon-friendly IT strategies, which deliver greater efficiency and extend the life of their existing technology and equipment.; Through our support of the United Nations Sustainable Development Goals (UN SDGs), we are working to adopt and inspire sustainable actions across everything we do to help shape a more sustainable, inclusive and equitable future for all.

  Covid-19 recovery

  Covid-19 recovery; ; Micro Focus continues to manage the evolving situation and monitor closely how COVID-19 is affecting our communities, our team, our customers, and our partners.; Since the start of global lockdowns, we continue to keep focused on helping you by making it easier to ensure business continuity for your remote workers and your organization.; Micro Focus continues to maintain a state of full operational readiness. Given the unprecedented dynamics of the COVID-19 pandemic, our dedicated COVID-19 Steering Group, comprised of leaders from across our organization, continues to operate and collaborate to adapt our plans as needed.; The COVID-19 Steering Group is actively monitoring the evolving situation, working closely with our teams, customers, and partners locally to ensure that business continues to operate without disruption. Our own business continuity plans are robust, focused on maintaining the delivery of services and support to customers and partners worldwide while supporting our local team.; Having 40 years of experience helping customers navigate the need to build, operate, secure, and analyse their systems – the systems that keep important business and social functions running and optimized. COVID-19 has reinforced the importance of using that knowledge and experience to help our customers and partners. Our goal is to continue to be there for all customers and colleagues in whatever way they need.; We will continue to make content and resources available to all of customers and partners to help you keep your business plans progressing and ensure you have what you need for your own business continuity. We remain confident in the power of our people and of our collective ability to come out stronger. Please know that the entire Micro Focus community is continuing to do our part and are here to serve when and where needed.

  Equal opportunity

  Equal opportunity; ; At Micro Focus, we are committed to actions that support diversity and inclusion (D&I) in everything we do. We believe in the power of a diverse and inclusive workforce that reflects the many aspects of the customers, suppliers, and communities we serve around the world, and promotes equal opportunity for all. We seek to enable the needs of our customers, drive new business, fuel innovation, and attract, engage, and retain our employees.; We are committed to creating and maintaining an inclusive culture where every employee feels a sense of belonging, has opportunities to grow, express themselves, exchange ideas, and feel heard. This commitment includes providing fair and equal opportunities to both employees and prospective employees throughout their career journeys. We are actively striving to identify and eliminate biases and barriers (seen or unseen) that could delay or prohibit full participation by any individual or group. D&I also means we provide an ethical and safe workplace environment where we treat each other with dignity and respect, creating a culture free of harassment, bullying, and hostility. This is underpinned by our Code of Conduct.; We recognise that each person brings a unique set of qualities, attributes, backgrounds, skills, and perspectives to work. We aim to not only accept but to value and harness those unique differences. Our intention is to achieve our broad business goals by increasing representation of underrepresented people groups, including at the leadership level.

  Wellbeing

  Employee wellbeing and maintaining mental health are key priorities at Micro Focus.; ; The Micro Focus Wellbeing program focuses on The Five Pathways to Wellbeing (Stay Connected, Be Active & Healthy, Maintain Emotional & Mental Health, Keep Learning & Give Back) and offers a rich library of resources including tips, videos and curated learning.; ; Micro Focus also celebrates World Wellbeing Week and Mental Health Awareness Week each year to further highlight the importance of wellbeing of all employees.; ; Mental Health Awareness training is provided for managers, employees and HR. Through our 24x7 learning resource partners, employees have access to self-paced training on topics such as stress, anxiety and burnout management, meditation, and mindfulness. In addition, we monitor employee sentiment and wellbeing through My Voice surveys.; ; A global Employee Assistance Program (EAP) is available to all employees and their family members to help address specific life concerns and stressors that impact concentration, motivation and enjoyment of life. Available in multiple languages, EAP is a free, 24/7 confidential service offering counseling and resources designed to help employees with family, relationship and parenting issues, financial and addiction concerns.; ; Micro Focus launched a dedicated COVID Resource Center for all employees, providing specific health, wellbeing, including mental health resources such as webinars on managing work life balance, and coping with depression and anxiety. COVID-19 manager-specific training is also provided, offering both coaching and group discussion opportunities to help support managers themselves and to help managers support their teams.

Pricing

• Price: £1,062.22 a unit a month
• Discount for educational organisations: No
• Free trial available: 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 publicsectoruk@microfocus.com. Tell them what format you need. It will help if you say what assistive technology you use.