Fusion Business Solutions

Rapid Service Management Transformation

Fusion’s RSMT service uses a prescriptive approach to deliver an enterprise
class ITSM platform within 4 to 6 weeks. This includes coaching to instil
good practice across operating model, process and tooling. The approach
delivers rapid and on-going value realisation as the organisation matures and transforms its service management capability.

Features

• Accelerated Service Catalog with over 100 common IT services
• Good Practice foundation and process data
• Improved reporting, automated assignments
• Identification and automation of common tasks using AI

Benefits

• Rapid deployment of ITSM within 4-6 weeks
• Rapid self-service adoption - 100 common ready-made requests
• Ability to introduce new services rapidly
• Significantly reduced service desk load and overtime requirements

£85,000 a unit

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 robin.booth@fusiongbs.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

771571767861532

Contact

Robin Booth
+44208 814 4888
robin.booth@fusiongbs.com

Planning

• Planning service: Yes
• How the planning service works: RSMO uses a prescriptive approach to deliver an enterprise class ITSM platform within 4 to 6 weeks. The service is initially kicked off by benchmarking the in-situ ITSM system using AI. The findings from this analysis, which include common service requests, used knowledge articles, foundation and process data are then fed into a good practice deployment framework and templates.; ; RSMO includes Fusion's unique Accelerated Service Catalog with over 100 common IT services to build a critical mass service catalog day 1. As part of the initial package up to 30 of relevant service requests from this catalog are deployed. Additional service requests may be purchased separately based on specific needs.; ; Once the ITSM platform is deployed RSMO provides predefined scenario training by walking through of common tasks for service management roles that helps coach customers in good practices processes and tool usage.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: BMC Helix ITSM

Training

• Training service provided: Yes
• How the training service works: Predefined Scenario Training provides walk through of common; tasks for service management roles that helps coach customers in; good practices processes and tool usage.
• Training is tied to specific services: Yes
• Services the training service works with: BMC Software

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: RSMO helps organisations migrate their on-premise IT Service Management systems to the market leading cloud-based ITSM from BMC Software in 4-6 weeks.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: BMC Software

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Our support organisation has over 50 FTEs providing 24/7/365 support across 3 geographical centres.

Service scope

• Service constraints: The Service is focused at automating repetitive tasks related to Service Management and Service Desk.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The service offers a standard 15 minutes response time to acknowledge questions. Resolution times depend on the nature of the question.; The standard operating hours for the service are Monday-Friday 0900-1700 UK (excluding Bank Holidays).
• 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
• Support levels: Basic support is provided at no extra cost and enhanced could be provided at extra cost.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Awarded Oct 18, re-accredited Sep 23
• What the ISO/IEC 27001 doesn’t cover: Our Statement of Applicability is available on request. It includes the management of information security relating to the provision of services and IT operations. Applicability to services provided remotely or on customer facilities are subject to individual assessment.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SSAE 16 SOC 2 Type II
  • ISO 27017/27018
  • ENX TISAX Level 3

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Every customer of Fusion's Cloud services receives additional environmental benefits, contributing towards overall achievement of net zero greenhouse gas emissions. Our services are 'pay as you go', driving efficient use of resources for customers who buy only what they need and when they need it, whilst our hosting services enable consolidation of infrastructure bringing opportunity for CPU optimisation and to drive down energy wastage. ; ; We seek to encourage customers to transition to a lower carbon footprint by analysing existing services to target high power-consuming services for transition to our Cloud services, so we can model costs vs cloud-tariffs to demonstrate value for money and environmental benefit.; ; For our customers, and our own staff and suppliers, we support environmental protection and improvement through the delivery of our Cloud services, which enable efficient working practices - such as flexible home working, with efficient remote access to critical business applications and with remote support - resulting in a smaller overall carbon footprint and a reduction in end-of-life IT waste for all.

Pricing

• Price: £85,000 a unit
• 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 robin.booth@fusiongbs.com. Tell them what format you need. It will help if you say what assistive technology you use.