Tekwurx Limited

BMC Helix ITSM

BMC Helix ITSM delivers industry-leading service management that uses intelligent automation to transform best-practice ITSM principles you’ve come to appreciate from Remedy into the modern agile service solutions businesses need. Tekwurx is a BMC Partner.

Features

• Everything you need to deliver predictive, industry-leading service management
• Intelligent service automation for faster, more accurate and service innovations
• Provides a secure, seamless service experience across multi-cloud environments
• Powerful, stunning reports and visualisations allow data-driven insights
• Modern persona-based UX optimised across devices
• Proactive problem and incident management helps find and resolve issues
• Industry-leading iPaaS to increase usability, adaptability, and scalability
• Optimised for ITIL® 4
• SaaS Award for Best SaaS for Ticketing or Event Management

Benefits

• Experience +45% service desk efficiency
• Intelligent, modern service management delivering 361% ROI for the enterprise
• Scale support and reduce costs through cognitive capabilities
• See higher user satisfaction through fast and accurate service resolutions
• Increase employee productivity and engagement through great user experiences
• Scale compute and capacity resources with containers
• Minimise costs by operating in multiple clouds and managing together
• Lower business execution risk

£34.80 to £138.60 a server a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 keith@tekwurx.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

674066080654647

Contact

Keith Pound
+44 208 148 3717
keith@tekwurx.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: - BMC Helix Discovery; - Cognitive Service Management; - BMC Helix Digital Workplace; - BMC Helix Integrations; - TrueSight Orchestration
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: Supported browser is required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times for requests are based on severity: P1 — 15 mins, P2 — 30 mins, P3 — 4 business hours, P4 — 16 business hours. Tekwurx provides annual support to suit a customer's requirements.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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: WCAG 2.1 AAA
• Web chat accessibility testing: Unknown
• Onsite support: Yes, at extra cost
• Support levels: BMC provides Support via Web, Email and Phone. Initial Response goals are relative to the impact of the reported problem on the customer environment.; S1: 15 clock minutes; S2: 30 business minutes; S3: 4 business hours; S4: 16 business hours; ; Tekwurx can provide additional support as costed options
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We focus on delivering the highest quality project for each and every client. A typical engagement consists of:; ; - Initial discussion to understand the basic requirements; - Review the “as-is”; - Follow-up discussion to clarify details and agree on the scope and estimated project fees; - Deliver an in-depth workshop to better understand the details, develop the design and agree on all major elements of the project deliverables; - Produce the architecture design; - Deploy agreed design; - Undertake UAT testing and production deployment; - Create build and configuration documentation; - Provide knowledge transfer and training sessions; - Work with the customer on initial BAU remediation activities; - Provide on-going support
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon written request by Customer made within 45 days after the effective date of termination, BMC will make the Customer Data available to Customer for retrieval in an industry-standard format. After such 45-day period, BMC shall have no obligation to maintain any Customer Data and will thereafter delete Customer Data
• End-of-contract process: Upon termination or expiration, all rights and licenses will terminate and the customer will make no further use of the services. No termination will relieve the customer of the obligation to pay any fees accrued or payable to BMC pursuant to any order. Upon written request by the customer made within 45 days after the effective date of termination, BMC will make the Customer Content available for retrieval in an industry-standard format. After such 45-day period, BMC shall have no obligation to maintain any Customer Content and will thereafter delete Customer Content.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: Customers can integrate their third-party applications with BMC Helix ITSM by using the REST APIs. The platform-based REST API leverages the capabilities of the BMC Helix ITSM platform and lets you perform operations on BMC Helix ITSM forms. Use this API when you need to perform operations on a custom form.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Experienced administrators, workflow developers, and consultants can extend and customise the behaviour of the applications to meet the changing needs of your organisation and to integrate them with other applications.; Example: If the out-of-the-box BMC Helix ITSM: Asset Management application does not meet your needs, you can customise it. If you customise Asset Management, you might also need to customise the BMC Helix CMDB.

Scaling

• Independence of resources: Each customer has its own instances of the Helix application(s) on shared infrastructure. The Helix service is scaled to meet the needs of the individual customer, with a variety of proactive monitoring tools used by BMC to assess system performance.

Analytics

• Service usage metrics: Yes
• Metrics types: BMC provides a service status dashboard that displays real-time metrics for your production instance, available from your desktop or mobile device. This dashboard features a modern interface to provide you with a detailed view of real-time usage metrics such as transaction volumes, active and historical license consumption, application usage, login response times, support metrics, application version, broadcast messages and more, all from a single view
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: BMC Software

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: You can export the results of any search operation or any report in CSV format, enabling you to access the data using text editors, spreadsheet, and database applications
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: BMC provides a 99.9% contracted availability service level agreement, with an hour for hour service credits for breach.
• Approach to resilience: BMC Helix ITSM is designed from the ground up for high availability. This containerised design starts with multiple hardened data centres, followed by redundant hardware, and is completed with software that gracefully handles failures without impacting customers. Our architecture ensures that most failures within the Helix cloud are completely transparent to users. This means that our Disaster Recovery Plan is reserved for real disasters, not common failures.
• Outage reporting: Any planned outage is reported in advance. A customer live dashboard is available. In addition, BMC provides proactive notifications of service outages.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: BMC ensures that all personnel granted access to customer systems have committed themselves to protect customer data by executing written confidentiality obligations to the extent legally necessary. The obligation to treat customer data pursuant to such confidentiality obligations survives the termination of employment. Applying the principle of least privilege, customer data is made available only to personnel that require access to such data for the performance of BMC's contractual obligation to you.; ; https://docs.bmc.com/docs/display/helixsubscriber/System+access
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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: Please refer to the selected Cloud provider for details
• ISO/IEC 27001 accreditation date: Please refer to the selected Cloud provider
• What the ISO/IEC 27001 doesn’t cover: Please refer to the selected Cloud provider for details https://aws.amazon.com/compliance/iso-27001-faqs/
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Please refer to the selected Cloud provider
• CSA STAR certification level: Level 5: CSA STAR Continuous Monitoring
• What the CSA STAR doesn’t cover: Please refer to the selected Cloud provider for details https://aws.amazon.com/compliance/iso-27001-faqs/
• PCI certification: Yes
• Who accredited the PCI DSS certification: Please refer to the selected Cloud provider for details
• PCI DSS accreditation date: Please refer to the selected Cloud provider
• What the PCI DSS doesn’t cover: Please refer to the selected Cloud provider for details AWS: https://aws.amazon.com/compliance/pci-dss-level-1-faqs/
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • https://aws.amazon.com/security/
  • https://www.bmc.com/corporate/trust-center.html

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: This is a function of the Cloud provider
• Information security policies and processes: This is a function of the Cloud provider

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: This link describes the Change Management policy for BMC's Helix services: https://docs.bmc.com/docs/display/helixsubscriber/BMC+Helix+Change+Management+policy
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: This is a function of the Cloud provider https://www.bmc.com/corporate/trust-center/trust-center.html
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Identifying a problem before it impacts service is critical to outage avoidance. BMC has extensive monitoring capabilities in place to proactively monitor performance for the production instances through use of its own tools. These tools include:; ; BMC TrueSight Synthetic Monitor ; BMC Atrium Orchestrator ; BMC TrueSight Operations Management ; BMC TrueSight IT Data Analytics ; BMC Server Automation ; In-application workflow; ; https://docs.bmc.com/docs/display/helixsubscriber/System+monitoring
• Incident management type: Supplier-defined controls
• Incident management approach: If service is disrupted in your production environment, the BMC SaaS Operations team restores service as quickly as possible. After service has been fully restored, BMC provides a Major Incident Report (MIR) document in certain situations. Please refer to BMC's website for additional details: https://docs.bmc.com/docs/display/helixsubscriber/BMC+Helix+Incident+Response+policy

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Tackling economic inequality:

  Tackling economic inequality

  To support this initiative, we recruited an apprentice who will earn an IT Technical Sales Level 3 Diploma, awarded by the British Computer Society. The programme offers a previously unemployed graduate the opportunity to consolidate existing competencies and nurture additional skills, to elicit a marked improvement in the habits and practices of Sales Professionals.

Pricing

• Price: £34.80 to £138.60 a server a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30-day trial licence, no limitations

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 keith@tekwurx.com. Tell them what format you need. It will help if you say what assistive technology you use.