CGI

SAP Cloud Services

Market leading experts in SAP transformation programmes, projects, outsourcing, infrastructure hosting, systems integration, application management ,
outsourcing and support services
. Providing End to End SAP solutions covering SAP
on-premise and
cloud products including SuccessFactors,
Ariba, Concur, Core ERP/ECC, HANA, Business Intelligence and SAP Business Technology Platform .

Features

  • Enhanced usability using Fiori, HR Renewal and Mobile Deployment
  • Cloud HR enabled SuccessFactors Recruiting, Employee Central, Learning, Talent Management
  • Simple Finance and Simple Logistics in the Cloud
  • SAP HANA in the cloud including Microsoft Azure, AWS, Google
  • SAP Organisational Restructuring and Data alignment
  • Real Estate Lifecycle Management and predictive maintenance
  • Analytics upgrades to HANA and through SAP Analytics for Cloud
  • SAP Application Management Services
  • Opentext Extended Enterprise Content Management (ECM) and Invoice Management
  • SAP Transformation, Upgrade and Migration Services

Benefits

  • World class delivery using an ISO certified quality framework
  • Lower TCO compared to traditional ‘on-premise’ business systems
  • Faster implementation time, quicker adoption and ease of access
  • Reduced costs because hardware/software operation and maintenance are our responsibility
  • Flexibility and scalability due to subscription and “pay-what-you-use” concepts
  • Secured Systems, maintained, kept current with updates at least twice-per-year
  • Effective, User friendly processes which connects employees to business strategy
  • Solution accelerators resulting in standardised processes for your industry
  • Personalised access to solutions based on proven industry best practices
  • Collaborative working, engaging Managers, Employees and Citizens

Pricing

£668 to £1,498 a unit a day

Service documents

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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

7 6 7 6 0 1 6 0 7 6 7 4 6 5 5

Contact

CGI CCS Frameworks Team
Telephone: 08450707765
Email: uk.gen.ccsframeworks@cgi.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Our service is a mixture of public and private cloud. There are no specific restraints in general our service requires no more than an upto date browser and a decent internet connection (300 - 400 kbit/s recommended)
System requirements
  • Service is accessed through an internet browser and/or mobile app
  • For typical requirement please refer to :
  • https://help.sap.com/viewer/7e01bd2cca40425e9d025f80e100fbcb/PRODUCTION/en-US

User support

Email or online ticketing support
Email or online ticketing
Support response times
Please see the Service Definition document for full details
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
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Via Skype for business
Web chat accessibility testing
Tested by Skype
Onsite support
Yes, at extra cost
Support levels
Our Support Services cover both Infrastructure Hosting & Management as well as Application Management. Other areas of possible support include Project Services, Consulting/ Business Development and Business Process Outsourcing

CGI is able to offer the comfort that, as well as having a structured methodology, our solutions will be delivered to an agreed set of performance standards backed by a specific Service Level Agreement (SLA) tailored to client requirements which will be regularly reviewed.

CGI offers 4 levels of Applications Support
L1 - First Line Support - Telephone helpdesk
L2 - Second Line Applications Support
L3 - Third Line Applications Support
L4 – Management of Product and Vendor Support

Our support can be contracted for and consumed in a number of ways through our 5 star rated helpdesk service ( https://www.cgi-group.co.uk/news/cgi-retains-5-star-service-desk-accreditation-for-record-fifth-consecutive-year ) :
benchmark days – purchase of a 'pot' of consultant days at a preferential rate;
fault fix – Incident Management Service;
time & materials
fixed price support – against a fixed scope of support.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
To start using a SAP cloud application requires an implementation project to configure the system to meet the requirements of your business. CGI has a long and successful history of to time and budget on-boarding of customers to SAP systems, our service includes comprehensive testing, training and knowledge transfer along with detailed user guides/on-line help
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
SAP offers inbuilt tooling for data export, from simple Excel downloads built into the SAPGUI to more complex data transfer modules provided by the SAP native programming language ABAP.
End-of-contract process
CGI has standard contract exit processes which ensure that all data is handed back to outgoing customers, and nothing is left available to CGI staff post-contract. These are based on standard checklists, further tailored to each customer's unique constraints. SAP system servers can be physically moved to the new customer, or data can be extracted by means of SAP standard tools.

Using the service

Web browser interface
No
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
SAP are rolling out a unified way of accessing all services through a browser therefore there are few differences between accessing on a mobile, tablet or desktop
Service interface
No
User support accessibility
None or don’t know
API
Yes
What users can and can't do using the API
"SAP API software offers a simple, scalable, and secure way to create and manage APIs
Scale and govern access to enterprise data with improved policies, security, and traffic management
Give developers and business partners simplified access to back-end services and complex landscapes
Seamlessly integrate with SAP applications – and provide secure user access with single sign-on
makes it easy to create API proxies that connect to your enterprise data and back-end services, while protecting against threats"
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
SAP applications are configurable and customisable however they require knowledge and experience. Our service offers buyers that insight and enables customisation and configuration to be done more quickly and at lower risk than doing it yourself

Scaling

Independence of resources
Our cloud solutions from SAP are load balanced at every tier in the infrastructure, from the network to the database servers. Database servers are also clustered for failover. This ensures the core cloud application maintains a good consistent response time. Our services also extend to monitoring response times of associated 3rd party systems so that clients can be sure that their end to end business processes are monitored for any response times issues.

Analytics

Service usage metrics
Yes
Metrics types
Service Level Agreements are in place at a contractual level. Monthly service reporting on all aspects of the service is a key item on the monthly service review agenda with your assigned Service Delivery Manager. This is built on a standard template report, with specific additions as required by the customer. This consolidates data from call resolution/response statistics from our Servicedesk, to technical metrics for performance/availability from the SAP monitoring architecture.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
SAP

Staff security

Staff security clearance
Other security clearance
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
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
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 another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
All SAP datacentres are ANSI/TIA/EIA-942
Tier III+ rated facilities
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
CGI will export the data in an agreed format upon service termination in line with the agreed exit plan.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
Direct to MS Word/Excel, XML, to file, CSV and i-DOC
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
CSV, XML, i-DOC and excel

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Data files send by secure FTP can also be PGP encrypted

Availability and resilience

Guaranteed availability
Customers have the option to design and select HA and DR support services. SAP then guarantees that you will have full redundancy and recovery on the SAP HANA Enterprise Cloud
Approach to resilience
Servers are load balanced at every tier in the infrastructure, from the network to the database servers. Database servers are also clustered for failover
Outage reporting
SAP offers a variety of ways to track ongoing service interruptions, plan for scheduled maintenance and more. Through the support website clients can:

View the current and historical status of SAP datacenters with the Cloud Status Dashboard
Plan for upcoming maintenance windows with the Scheduled Maintenance for SAP
Review the operational performance of your data center and data pool with the Availability and Response Time Reports for SAP

Specific procures are in place for any critical incidents, of which a service outage is one. An agreed matrix of contacts (with time-specific contact methods, ie phone/email) is agreed during transtion so that customers are alerted promptly and updated regularly throughout the course of any outage to the service.

Post-incident, root cause analysis of any outage is triggered automatically. Incident reports are generated within 48 hours, and more in-depth root cause reporting feeds into the monthly service review.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Other
Other user authentication
SAP Cloud Identity Access Governance service enables authentication and single sign-on for SAP and non-SAP cloud-based applications and deployments. Reducing the risks and the potentially high administrative costs associated with multiple authentication processes is key here. Employees do not need to remember passwords for each application they access With comprehensive single sign-on, customers are able to cover basic authentication requirements as well as sophisticated security needs, such as digital signatures, 2 factor authentication and encryption.
Access restrictions in management interfaces and support channels
Typically CGI has a link into the SAP cloud application through our Remedy support portal. Access to this is restricted and it monitors access and provides appropriate safeguarding and reporting. No consultants can directly log-on to clients systems.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
AFNOR UK Ltd (UKAS Registration No.022)
ISO/IEC 27001 accreditation date
19/09/2016
What the ISO/IEC 27001 doesn’t cover
Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing sevices including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
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
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes.

The ESMF is comprised of:
A first level suite of security policies and security requirements that apply across the CGI enterprise.

A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:- Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical"

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
CGI has a robust configuration and change mangement process adapted specifically for Cloud Services. This will be agreed with the customer in a configuration plan deliverable. This records the roles/people responsible and the change process to be followed and if deviation from standard configuration is required. Deviation (change) requires signoff from both the client and CGI and is closely tracked.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
All CGI and customer managed systems are kept current with vendor patches (both operational and security) with vulnerability tests performed regularly. Systems are prioritized based on criticality of known vulnerabilities. All changes are strictly controlled through CGI’s change management process.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Please see the CGI - Security Operations Centre (SOC) - Protective Monitoring Service for full details of these processes
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
CGI has a very well-defined security incident management standard and supporting process to handle all phases of a security incident. Responsibilities are clearly defined at all levels. Priorities are established to ensure the timely resolution of incidents. Records of incidents are maintained and reported to senior management. Incidents considered to be severe (high priority) are managed through CGI’s Incident Management Centre (IMC), who coordinate/escalate all required parties based on priority. Collection/preservation of evidence is carefully observed throughout the process.

Incident exercises are performed regularly to ensure the process works as expected when needed.

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
Yes
Connected networks
Public Services Network (PSN)

Social Value

Fighting climate change

Fighting climate change

CGI is passionate about protecting the environment. This is evidenced by our UK corporate policy, backed by Science Based Targets (SBTs), to be Net Zero by 2026 and to be operationally Carbon Neutral by the end of 2022.
Equally important is our approach to responsible operations, ensuring we meet or exceed legal obligations for good governance and participate in important voluntary measures such as the UN Global Compact and Sustainable Development Goals.
We are committed to protecting the environment through mindful stewardship and responsible operating practices, as well as delivering a robust set of environmental and energy solutions for our clients.
Highlights of our commitment include, but are not limited to:
- As part of our global commitment to be net-zero by 2030, CGI in the UK has also committed to set science-based emissions reduction targets through the Science Based Targets initiative aligned with climate science and is a signatory of the Race to Zero
- CGI’s appointment of a dedicated UK programme manager to deliver against our Net Zero targets.
- Extension of our climate change commitment into our supply chain such that 50% of our suppliers, by spend, will have set their own SBTs to reduce their climate impact by 2026.
- CGI’s ‘No Planet B’ initiative - Engaging with our members, clients, suppliers and communities, to identify and deliver additional benefits including tree planting and canal restoration projects.

As and when we engage in the call-off for “SAP SERVICES” service, we will ensure that we remain aligned to our approach to fighting climate change, and we will work with the buyer to define specific Social Value deliverables and reporting metrics as part of the engagement.
Equal opportunity

Equal opportunity

At CGI we are proud of being a Responsible business and are committed to a more inclusive and sustainable world. We believe that business has an obligation to act responsibly, a belief which is realised across our organisation.
Aligned with the five government social value “themes" of Covid-19 recovery, tackling economic inequality, fighting climate change, equal opportunity and wellbeing, CGI’s approach is focussed on three distinct pillars: Climate, People and Communities.
CGI recognises the richness that diversity brings to our organisation, embracing this diversity within our business culture. We are committed to challenging ourselves to ensure we leverage diversity and inclusion to spur collaboration and bring innovation to our clients, creating an environment where every member can bring their whole selves to work.
We have several peer-to-peer employee networks designed to support our members in many ways. These networks offer encouragement and support and deliver activities and raise awareness to ensure everyone has the opportunity to contribute to our success.
We are committed to recruiting women, students, those with disabilities and other historically under-represented groups. For example, we are partnering with various university training partners to deliver our Technology Industry Gold accredited Degree Apprenticeships, and we advertise our roles on specialist job boards such as Evenbreak (disability) and myGWork (LGBT+).
We ensure that all organisational policies, pay, hours of work, training, performance review schemes, disciplinary or other procedures and benefits are designed to promote equal opportunity and provide protection for all members.

As and when we engage in the call-off for “SAP SERVICES” service, we will ensure that we remain aligned to our approach to equal opportunity, and we will work with the buyer to define specific Social Value deliverables and reporting metrics as part of the engagement.
Wellbeing

Wellbeing

At CGI, we are acutely aware of the pressures on individuals in our modern-day society, and also how the health of our company and the wellbeing of our members are closely tied. To address these pressures, we train our staff members in Mental Health First Aid (our MFHA network consists of over 300 Mental Health First Aiders), and through our ‘Oxygen’ programme (CGI’s award winning health and wellbeing programme) we support our members with physical and mental wellbeing resources, and we are extending wellbeing initiatives such as step challenged to our members, clients and suppliers.
We pride ourselves on being known as a responsible company, where we pull together as a friendly team, helping all our members to bring their whole selves to work. Our member wellbeing initiatives have received awards from the CIPD (Chartered Institute of Personal Development) and CHS (Corporate Health Standard) Wales.
Part of our heritage is to build relationships with the communities in which we live and work. An example of our commitment to wellbeing in the community is the way in which we support and sponsor local and 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. Each CGI member has a dedicated day each year for volunteering activities, whether that's supporting a charity of their choice or participating in one of our many community initiatives, such as tree planting and canal restoration days.

As and when we engage in the call-off for “SAP SERVICES” service, we will ensure that we remain aligned to our approach to wellbeing, and we will work with the buyer to define specific Social Value deliverables and reporting metric as part of the engagement.

Pricing

Price
£668 to £1,498 a unit a day
Discount for educational organisations
No
Free trial available
No

Service documents

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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.