IOCO SOLUTIONS LIMITED

OpenText SMAX on iOCO Cloud or OpenText SaaS

SMAX is OpenText' next generation Service Management unified platform and portal. An analytics-driven service management automation solution for managing the entire service portfolio and service lifecycle within and beyond IT. SMAX enables automation, accelerates agent productivity, reduces ticket volumes and time to resolution whilst increasing user adoption and satisfaction.

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
• ChatOps
• Fully Managed Cloud Service
• Extendable platform and API integrations
• UK hosted private cloud
• DevOps enablement

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
• Subscription model to reduce capital outlay
• Managed Service removes operational costs and burden

£330 an instance a month

• Free trial available

Service documents

• Pricing document

  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 michael.morey@ioco.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

734115678121982

Contact

Mick Morey
0118 206 2938
michael.morey@ioco.tech

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Weekly 2 hour maintenance is part of agreement - if service affecting then customers will be notified in advance
• System requirements:
  • Modern Web Browser (Edge, Chrome, Firefox, Safari)
  • Internet access for users

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times; Severity 1 - 1 Hour, ; Severity 2 - 4 hours, ; Severity 3 - 8 hours, ; Severity 4 - 1 Business Day or as per service catalog
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Managed Cloud Service is fully supported by iOCO's24/7 Service Desk providing a single point of access for all incidents and requests. The service is available via telephone, email or iOCO SMAX portal. Responses are prioritised and addressed in line with the service levels detailed in the Service Level Agreement document.; All engagements have a named Service Manager for engagement and escalations with a Technical Service Manager who attend service review meetings.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite or online training is available for the solution and a Getting started full set of documentation is provided with an online Help Center.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The SMAX solution is designed to allow the full export of data from the application. Data extracts can be requested at any time during the contract and will be provided via an agreed FTP site. The data extract can be requested via a service request.
• End-of-contract process: The customer has 30 days from the end of contract to download their data from the agreed FTP site. If required data can be stored for longer on a month to month contract for an additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• 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 and Agents responding to tickets. Features include logging and tracking support tickets, searching knowledge and news items, requesting and tracking services from the catalogue and approving requests.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Service Management Automation X (SMAX) is an analytics-driven service management solution that combines four key application areas: IT Service Management (ITSM), IT Asset Management (ITAM), Enterprise Service Management (ESM), and Cloud Management. SMAX has fully functioning out-of-the-box processes and workflows that are ready to be used as of day 1. ESM allows for a further extension of applications via an easily extendable and fully codeless studio functionality. OpenText, its partner and customer community can share such extended applications via the ITOM Marketplace.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Service Management is compatible with screen reader software used by blind and the visually impaired users on supported Windows operating systems. To enable screen reader accessibility, you must have the supported screen reader software installed on your local client.
• 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.; ; The service is available on the iOCO Cloud or OpenText SaaS depending on the specific user requirements.

Scaling

• Independence of resources: The iOCO Cloud and SMAX platform is high availability by design with 24x7 monitoring to identify any event driven impacts on end user service whilst allowing on demand scaling of compute resources.

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:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: OpenText

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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 once a year
• 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
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: The application has been built to vendor requirements, as such there is no OS or DB level encryption beyond user / password access. The application has obfuscated passwords within the databases. There are options available for encryption of data on DB and OS level, though these come with not insignificant performance hits so we would have to consider increasing resource and cost if this was needed e.g.; PostgresSQL - CyberTec Instance Level Encryption; Centos NFS - Encrypted File System
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: ; GUI, ; .csv or .xls formats, ; via REST API, ; via a Business Intelligence (BI) integration module
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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
• Data protection within supplier network: Other
• Other protection within supplier network: Client-to-Site (SSL) VPN connectivity that allows the customer’s administrators to access the private IP addresses of the Workloads through a secure, encrypted tunnel.; Built into the Virtual Cloud Management application. Full network and firewall segregation achieved with Virtualization, Network and security controls.; The application is multi-tenanted. There is a back office management layer where tenants and users are setup. A back office admin user does not by default have access to a tenant. The tenant admin has access to report on any action taken within their own tenant.

Availability and resilience

• Guaranteed availability: SLA - 99.9% availability. If iOCO service fails to meet this key objective in a given calendar month, 5% of prorated monthly cloud service fee will be refunded directly to the customer account within 30 days.
• Approach to resilience: Data Centres have a high resilience setup:; • Highly secure, Tier 4 data centre environment; • Dual power circuits with UPS; • Backup power generators; • Constant environmental monitoring; • Dual network and redundant data fabric; • Software-defined storage services; • Converged and hyper-converged infrastructure; • On-going capacity planning; Application is built upon a containerised architecture. This is able to redeploy services on available hardware if it senses that an issue has occurred.
• Outage reporting: Dependent on customer requirements, outages can be accessed via Public URL, or notified by telephone and/or email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: SAML OATH 2.0 via Customer ADFS server
• Access restrictions in management interfaces and support channels: The application is multi-tenanted. There is a back office management layer where tenants and users are setup. Application back office administrators are named and limited in number. A back office admin user does not by default have access to a tenant. By adding themselves to a tenant, this account only has very basic permissions to raise new requests and view your own requests only. The tenant admin has access to report on any action taken within their own tenant.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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 contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

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: No
• Other security certifications: Yes
• Any other security certifications: INFORMATION SECURITY MANAGEMENT SYSTEM ISO/IEC 27001:2013 for the Datacentre

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Security is managed at three levels: Infrastructure, Environment, Customer. iOCO Cloud team are wholly responsible for Infrastructure security, governing DC / Hardware, Network and Security devices. iOCO Application Management team is responsible for managing the environment where the application is running - for example building and hardening the application to vendor recommendations. Customer is responsible for in-application security.(e.g. user role access) and the security of on-premise components that maybe required for integration purposes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The change management processes follow ISO27001 A.12.1.2 controlled mechanism for making changes to operational environments.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We subscribe to multiple vendor provided vulnerability; notification services. All vulnerabilities are reviewed and applicable patches are administered through the change control process . Mitigation measures will always be considered first, with critical patches targeted for resolution within 30 days.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Denial of Service is applied on all Internet links , with Intrusion detection\protection available to customers on request. All security events are logged\notified based on severity. Any attempted platform security compromises are dealt with 24/7 by security engineers. The responsibility remains with the customer to ensure detected intrusions are re-mediated where customershavecontrol,permission,oraccesstomodifytheir service. iOCO recommends that customers follow security best practices including, but not limited to: ; • Maintaining effective firewall rules ; • Limiting the communication ports to only the necessary, for conducting business ; • Locking down access
• Incident management type: Supplier-defined controls
• Incident management approach: The incident response process complies with industry standards for legally admissible chain-of-custody and forensic data collection management processes and controls. Response standards, procedures, and methods are implemented based on the severity level of an incident. Incident reports are produced as part of standard post incident process and provided to customers on request.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  As SMAX is a hosted cloud solution and can sit either on premise, in a private or a public cloud, the solution can adhere to the sustainability policy of the environment on which it is hosted. These would typically be in line with either the UK Government policy in the case of on-premise or the public or private cloud providers, which will all have their own sustainability and GreenOps targets that they adhere to.

Pricing

• Price: £330 an instance a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 60 day free trial available for 10 concurrent users.; Integrations into the trial may not be supported and could be subject to a cost. This can be discussed with the prospective customer.

Service documents

• Pricing document

  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 michael.morey@ioco.tech. Tell them what format you need. It will help if you say what assistive technology you use.