i10

Service Management for Cloud

Service Management is one of the cornerstones of an ICT organisation being able to support their business and run the ICT environment in a consistent, structured, efficient and effective manner.

Our service helps to establish and/or improve service management processes, metrics, functions and governance for cloud infrastructure and organisations.

Features

• Define service classifications using Wardley Mapping. Develop service architecture.
• Configuration Management Database (CMDB) design and optimisation
• Defining attributes of each class of Configuration Item (CI)
• Design and improvement of ITIL processes (Information Technology Infrastructure Library)
• As-is and to be states: IT Service Management (ITSM)
• Technical Design Authority (TDA), Programme Management Office (PMO)
• Data inputs, definition of tooling requirements for Service Architecture
• Service Asset & Configuration Management (SACM) process
• Catalogue, Portal, Joiner Mover & Leaver (JML)
• Interfaces to other tools (API’s) or between processes

Benefits

• Defined technology roadmap, CMDB design
• Process understanding and accountability
• Defined operational processes (ITIL) with clear ownership
• Clear SLA’s and KPI’s for measuring and performing CSI
• Governance structure and approach to assess and drive CSI
• Understanding of how the technology relates to business services
• Understanding of how business consumes those services
• Structured and consistent approach to the procurement of services
• Support of on-boarding suppliers into new operating model
• Controls and governance to support ongoing Business As Usual

£345 to £1,495 a person a day

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 mark.hastings@i-10.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

670695357078395

Contact

Mark Hastings
020 805 01091
mark.hastings@i-10.co.uk

Planning

• Planning service: Yes
• How the planning service works: We provide a comprehensive planning service to support the implementation of cloud hosting or cloud software. We conduct a variety of qualitative and quantitative analysis and discovery techniques to understand your user needs and business requirements (both functional and non-functional). ; ; We focus on a rigorous understanding of the current landscape (as is) in order to define the target state (to be) and the steps to get there to ensure the solution fully supports business and technology objectives and departmental priorities.; ; This allows us to create a robust and detailed plan to safely transition your legacy estate to cloud hosting and/or software services. We ensure we design user-focused solutions that are secure, scalable and built on open standards. ; ; We support you through your entire transformation journey, from up front technology strategy formulation, to user needs and business analysis, and right through to service design and transition, putting you in a position to deliver outstanding customer/user/citizen experiences.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Knowledge transfer is critical to us.; ; We provide a comprehensive training service to support the successful adoption of your cloud services.; ; We work closely with our clients to fully understand their training needs and build a customised approach to ensure the transition to cloud services is successful. ; ; We can provide a range of training delivery options from on-site one-to-one coaching, facilitated group training sessions, video tutorials, training documentation and video conference training sessions. ; ; Our assignments usually include working in a joint team with our clients. We actively help to coach and train your staff throughout our engagements, through a collaborative and transparent approach. We like to co-locate with your staff, and invite any member of your organisation to join our collaborative online workspace to work and create alongside us. We work collaboratively and transparently, utilising the latest technology and embedding a co-creative approach within the team.; Learning doesn't stop at co-working: we also offer more formal training and coaching approaches.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We analyse and map your business needs, as-is and to-be architecture and technologies to identify opportunities, benefits and recommendations. We analyse where these components are currently delivered by a bespoke custom-built solution, a product or commodity service, and identify duplication and potential alternatives. We will then develop plans and a roadmap to transform.; ; In establishing a migration plan, we will create a portfolio of applications and services and challenge the justification for their continued operation. Often services are retained on premise because it takes effort to decommission them: in a cloud environment, with charging based on usage, reducing services to the essential ones will reduce both migration and ongoing running costs. During the migration itself, pre and post testing is recommended to ensure the migrated environment is compared to a solid baseline.
• 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: We’ll design, build, test and iterate services with ongoing quality assurance and performance testing using an agile, iterative approach.; Delivering a minimum viable product helps gain consensus on the viability of the product or service, and allows user feedback to define and prioritise future changes.; ; We’ll establish and manage an appropriate level of testing in terms of quality and capabilities of the service in line with delivery plans, validation and verification of systems against user and business requirements.; ; Performance testing ensures that the system performs adequately under anticipated loads and to determine how the system recovers following abnormal load. Performance and stress testing ensures systems are not compromised. Automated testing enables consistency, and can be supplemented by end user testing for specific use cases that cannot be simulated.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Support is tailored to each client engagement based on client and user needs.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Support is tailored to each client engagement based on client and user needs.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• 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

  Fighting climate change

  We will plant 1,000 trees for each piece of work commissioned under this service to offset the carbon generated by the work. We partner with Ecologi to provide buyers with an independent audit trail to validate our carbon offsetting. We ensure that the planted trees are in Restor-registered sites, using an ‘employ to plant’ model, providing a consistent income for local people who work as planters, nursery staff and forest guards, allowing the local community greater access to education, nutrition and healthcare. Our partners at Ecologi ensure that sustainable land-use practices are followed. The trees planted will provide new food sources for local people, including avocado, lemon and papaya trees. This approach aligns with UN Sustainable Development goals. i10 has already offset our carbon footprint dating back to the year we were formed, and we believe we’re the first business consultancy to the UK public sector to carbon offset its projects, making them routinely carbon neutral and ensuring we remain carbon negative.

Pricing

• Price: £345 to £1,495 a person a day
• 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 mark.hastings@i-10.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.