IT Service Management (ITSM) and Enterprise Service Management (ESM) Advisory
CGI's ITSM/ESM Advisory Services exploit our world-class delivery experience from our Service Desk Institute (SDI) accredited five-star service centre and IT Service Management Forum (itSMF) Professional Service Management Framework (PSMF).
We help organisations support DevOps/Agile practices alongside traditional approaches, to orchestrate suppliers underpinning today's disaggregated ecosystems delivering high velocity IT.
Features
- ITIL Process or Practice review, definition and implementation
- ITSM Service Architecture and Strategy design and validation
- ITIL process maturity assessments evaluating Service Value Chains
- Next Generation ITSM or ESM tooling for High Velocity IT
- SIAM services for supply chain orchestration design build operate transfer
- Procurement support to disaggregate supplier ecosystems to deliver better performance
- Target operating model (TOM) design and implementation
- Optimising channels to improve the customer experience (CX)
- IT and non IT customer contact management strategy and improvement
- Software Asset Management strategy and compliance practices, audit defence
Benefits
- Mature, robust and consistent service management practices increasing efficiency
- Integrated, holistic service architecture and strategy supporting business priorities
- Service management capability better aligned with your business needs
- Optimised and integrated ITSM tooling solutions delivering business productivity
- Improved control, efficiency and effectiveness of disaggregated services
- Better-informed investment decisions and service improvement priorities
- Clear and agreed transition states to enable controlled service transformation
- Improved user experience (UX) and customer satisfaction
- Enhanced collaborative working relationships with managed service providers (MSP)
- Software compliance with reduced risk and defence against vendor audits
Pricing
£503 to £1,570 a unit a day
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
6 6 4 8 7 1 4 8 0 9 5 5 9 7 1
Contact
CGI
CCS Frameworks Team
Telephone: 08450707765
Email: uk.gen.ccsframeworks@cgi.com
Planning
- Planning service
- Yes
- How the planning service works
-
CGI helps clients to design the organisation needed to implement and manage cloud hosting and software services, to define the ITSM and ESM tooling needed to manage cloud services and design the service model to enable effective management of cloud services.
Additionally we help clients to define the steps and Transition States needed to migrate from legacy to cloud based services and, through other CGI service offerings available via G-Cloud, we can support clients to plan and implement the technical cloud solutions. - Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
-
CGI is authorised to provide ITIL training and examination for client staff involved in the implementation and management of cloud software and hosting services.
Additionally we can offer bespoke on-the-job coaching and mentoring for client IT Service Management staff who need further development to adapt to the implementation and management of cloud software and hosting services, including how to adapt working practices when managing cloud suppliers rather than traditional Managed Service Providers (MSPs). - Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
CGI helps clients to design the organisation needed to implement and manage cloud hosting and software services, to define the ITSM or ESM tooling needed to manage cloud services and design the service model to enable effective management of cloud services.
Additionally we help clients to define the steps and Transition States needed to migrate from legacy to cloud based services or between cloud service providers and, through other CGI service offerings available via G-Cloud, we can support clients to plan and implement the technical cloud solutions. - 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
-
CGI helps clients to design the organisation needed to deliver effective service quality assurance and performance testing, to define the ITSM or ESM tooling needed to manage quality assurance and performance testing and design the service model to enable effective quality assurance and performance testing of cloud services.
Additionally we help clients to define the steps and Transition States needed to implement quality assurance and performance testing services and, through other CGI service offerings available via G-Cloud, we can support clients to plan and implement the technical quality assurance and performance testing solutions.
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
- Certified security testers
- Yes
- Security testing certifications
-
- CHECK
- CREST
- Tigerscheme
- Cyber Scheme
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
- CGI has a broad portfolio of services available through the Digital Marketplace that support cloud services for clients. These include user management, service management, design, migration, provisioning, orchestration, helpdesk support from our unique 5* (five-star) service centre accredited by the Service Desk institute (SDI). We can provide these services as a fully managed service or as an addition to your in-house capability. We can manage the services on your behalf or augment your retained team with skilled and experienced professionals to give you the additional strength you need to address your business challenges.
Service scope
- Service constraints
- No constraints. CGI can support clients on-site or remotely, and across a range of security classifications including Above Secret with suitably cleared professionals.
User support
- Email or online ticketing support
- No
- Phone support
- No
- Web chat support
- No
- Support levels
- This service does not provide technical support. Please see other CGI services such as Service Desk as a Service for this.
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
- Intertek Certification Limited
- ISO/IEC 27001 accreditation date
- 07/04/2021
- What the ISO/IEC 27001 doesn’t cover
- Nothing. The certification covers "The provision of outsourcing, project and consultancy services including development and delivery activities plus the management of people, technologies and physical security in accordance with the Statement of Applicability version 6, dated 24th August 2020."
- 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
- Covid-19 recovery
-
Covid-19 recovery
In supporting Covid19 recovery, we draw on the strength of the CGI culture to help navigate the resulting challenges. Our activities include:
*We created over 100 new jobs in our Advisory team during the last two years
*We provided opportunities across England, Wales and Scotland for a IT roles, supporting the changing requirements of our clients during and post-pandemic
*We provided re-training for those joining the team who had been left unemployed by Covid19 and continued development of our team to support our clients, their continued resilience, adaptability and recovery.
The pandemic presented unprecedented health and wellbeing challenges that we must learn to adapt for and to cope with, while working remotely from home or hybrid-working environment.
Our aim is to ensure that our members and clients:
*Stay connected
*Build and maintain engaging, collaborative teams
*Maintain good mental health
*Balance work with responsibility for dependents
*Establish new routines to integrate home and work life
To support our members, our health and wellness program, ‘Oxygen’, created a campaign called ‘#InThisTogether’. The programme focused on improved workplace conditions supporting the recovery effort including remote working, sustainable travel solutions.
This campaign has been put in place to:
*Foster a sense of community during remote working and social isolation
*Bring together new ideas or ways of working: tools, tips and resources
*Encourage sharing of personal tips and testimonials on how to cope and adapt.
The campaign facilitated understanding, empathy and support among members and clients. It enabled our members to appreciate that others face the same challenges, and that it is okay to require more flexibility than usual.
We share with and support each other, across the country, as we learn different ways of working. Our collaborative approach to adapting, evolving and building our emotional resilience made us stronger, individually and as a team. - Wellbeing
-
Wellbeing
At CGI, we are proud to care about our members. However, wellbeing isn’t an issue exclusively concerning our business; we are equally committed to supporting the wellbeing of the communities in which we operate too. We achieve this by:
- Training our members in Mental Health First Aid
- Extending health and wellbeing initiatives with our clients and suppliers
- Collaboratively identifying initiatives to support local communities
CGI are a signatory of the 'UK-wide Mental Health at Work Commitment' curated by the mental health charity 'Mind'. We will continue to invest in training to expand upon our 300 plus UK members who are already certified Mental Health First Aiders (MHFAs). These certified members have developed a strong support network for their colleagues. To supplement this and drive the integration of best practice for physical and mental health, we will provide all our members with access to ‘Oxygen’, our online wellbeing centre of expertise.
We will invite our clients; suppliers and communities to participate in our health and wellbeing initiatives, such as our ‘MoveSpring’ step challenge (measuring steps taken) and delivering tree planting and canal restoration days to local communities.
CGI provide all our members with at least one day’s volunteering to support local initiatives or charities, making a significant difference to the communities in which we live and work.
We will work collaboratively with our clients and suppliers to identify opportunities to support local communities. An example of our commitment to wellbeing in the community is the way in which we support and sponsor local community groups and sports clubs nominated by our members. Over the last year we have sponsored kits for more than 500 different clubs and groups.
Pricing
- Price
- £503 to £1,570 a unit a day
- Discount for educational organisations
- No