WM Promus

OpenText Service Management Automation X (SMAX)

SMAX is a machine learning-based solution that meets all your service desk, IT service management, and IT asset management needs.

Features

• ERM 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
• visibility to on-premises and public cloud services and applications

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

£918.57 to £1,088.92 a unit a year

• 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 ewong@wmpromus.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

741424707499470

Contact

Emma Wong
44 (0) 203 946 6226
ewong@wmpromus.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: Yes, at extra cost
• Support response times: Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: The software is supported by the vendor - OpenText in addition to add on support from WM Promus. We provide comprehensive support for cloud-based and on premise services. This includes helping you choose the right cloud platform, migrating your applications, and ongoing maintenance. We also offer expert guidance on security, scalability, and performance optimization. Our goal is to ensure your cloud environment runs smoothly so you can focus on your core business. We offer a service where we act as a conduit between clients and vendors or hosting providers in addition to being the first point of contact should an incident occur. We operate a world-class servicedesk and follow ITIL best practice to deliver the service support. Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day. Pricing is dependent on the level of support required. All clients are assigned a technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: WM Promus have a clear process for onboarding new clients which includes onsite or online training for the solution and a full set of documentation provided with an online Help Center.
• 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 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
  • Windows
• 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: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: OpenText SMAX SaaS offers a user-friendly service portal designed to be a one-stop shop for both business and IT users to submit issues and requests. Easy to Use: The interface is designed for simplicity, allowing users to navigate and find what they need quickly. it includes: ; ; Social Collaboration features, a Self-Service portal a virtual Assistant, and more.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Opentext can provide testing details on request.
• 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: The metrics provided are based on industry best practice and include metrics such as tickets volume closed within SLA, successful change projects, numbers of end contacts/users, details about portfolio offerings and more.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Data Protection will be discussed and provided as part of preliminary discussions on the service.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

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:
  • XLS
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: 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 as part of preliminary discussions on the service.
• Data protection within supplier network: Other
• Other protection within supplier network: Data Protection between networks will be discussed and provided by as part of preliminary discussions on the service.

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
  • Other
• Other user authentication: The solution provides role-based access control.
• Access restrictions in management interfaces and support channels: The solution provides authentication mechanisms (username/pwd) and role-based access control,
• Access restriction testing frequency: At least every 6 months
• 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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 discussed and provided as part of preliminary discussions on the service.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Both Opentext and WM Promus follow ITIL best practice configuration and change management processes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management will be discussed and provided as part of preliminary discussions on the service.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: These facilities will be provided by the hosting partner and will be discussed and provided as part of preliminary discussions on the service.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: WM Promus and Opentext follow ITIL best practices for Incident Management.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Data Center Optimization - WMPromus adopt a green approach in terms of virtualization and consolidation of servers; optimize resource utilization, reduce physical servers, & lower energy consumption. Annually, WM Promus reviews the IT estate and plans for increased optimization. For clients, WMPromus conduct reviews of client environments and provide recommendations for migrating to a ‘greener cleaner’ landscape. Cloud Computing and Green Hosting - As part of our Cloud & DevOps line of business, WM Promus provide consultancy services related to transitioning to cloud computing services. WM Promus discusses with clients the option to choose green hosting providers that prioritize renewable energy sources for their data centers. Paper-Free Commitment - WM Promus encourage a ‘paper-free’ approach. At all project ‘kickoffs’, discussions on ‘ways-of-working’ encourage printers and printer ink cartridges minimum usage and commit to using online collaboration tools. Travel if necessary- WM Promus promotes a ‘travel if necessary’ policy. The majority of our work is conducted remotely, and our engineers are encouraged to only travel if the client has requested them onsite or if the project work requires an onsite presence. Our training is in virtual classrooms and only in person on request. Our pricing is varied depending on whether an onsite engineer is required, or remote working is suitable; with remote working more favourable for clients financially. This encourages clients to also adopt a ‘travel if necessary’ policy. End-User Devices - WM Promus requests all engineers and employees to adopt power management procedures. WM Promus recycles laptops and other IT devices. There is a strong focus on maintaining equipment and fixing component parts when they break instead of buying entirely new products. WM Promus properly disposes of obsolete electronic equipment being aware of the potentially dangerous chemicals non-designated recycling centers or disposal companies release to the environment.

  Covid-19 recovery

  Critically, WM Promus provide pricing that offers substantial discounts to public sector organisations. In addition, we enable remote work; our services empower organizations to increase remote work capabilities. This promotes social distancing and reduces the risk of transmission while ensuring business continuity. Boosting Collaboration: Features like video conferencing, secure file sharing, and real-time communication tools within our services and project delivery approaches foster collaboration across dispersed teams.

  Tackling economic inequality

  Tackling economic inequality - WM Promus create opportunities for entrepreneurship and help new organisations to grow, tackling economic inequality, supporting economic growth and business creation. WM Promus provides free TED talks about technology advances and how they can help start-up businesses and SME’s to scale up and grow. We host these onsite (and virtually) at our serviced offices where there is a large community of SMEs. These TED talks are free to attend (either in person or virtually). For example, our TED talk “Curious about Artificial Intelligence - Will it help you or replace you?” provided answers to questions such as “What AI solutions can I use to help me in my current role?“ . The feedback on these sessions is that they significantly benefit SMEs who attend with valuable insights into AI tools (that are free) and can be leveraged for innovation and efficiency. WM Promus offer opportunities for work experience or similar activities. WM Promus provides quality secondary-school work-experience placements designed to provide students with practical, hands-on experience in the field of IT consultancy. The school with whom we engage has over two thirds of pupils from minority ethnic backgrounds, over half of the pupils eligible for pupil premium, and a pupil’s attainment at entry level significantly below the national average. Our placements aim to allow students to develop technical skills, gain exposure to professional work environments, and explore potential career paths within the IT sector.

  Equal opportunity

  Equal opportunity - WM Promus have a robust Equality, Diversity, and Inclusion (EDI) Policy. The applications we resell and deliver services against are accessible to users with disabilities by incorporating features like keyboard navigation and screen reader compatibility, user interface elements that cater to diverse visual needs and so on. In addition, they offer multilingual support aligned with our inclusion policy. Our diverse workforce informs training materials and support services offered alongside our solutions.

  Wellbeing

  Wellbeing- WM Promus promote Work-Life Balance and facilitate flexible work for employees. Our services and solutions also do this for clients through asynchronous communication tools (allowing for responses outside core working hours), mobile access for remote work and flexible schedules (thus helping client engineers achieve a better work-life balance by offering them more control over their workload and schedule). Our services and solutions also reduce work stress through automated and streamlined workflows. Automating repetitive tasks frees up users' time and reduce stress associated with manual, time-consuming processes. Our services and solution embed easy-to-use and intuitive interfaces minimizing frustration and cognitive load for users, contributing to a more positive work experience. The Data Privacy and Security features within our offerings demonstrate a commitment to user wellbeing by protecting sensitive information and reducing stress related to potential data breaches.

Pricing

• Price: £918.57 to £1,088.92 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Time limited trials are available. Assistance with use of the service during the trial is 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 ewong@wmpromus.com. Tell them what format you need. It will help if you say what assistive technology you use.