Agile Business Process UK, LIMITED

Business Process Management (BPM) - IBM

Our certified Automation experts deliver fit for purpose Digital workforce solutions using Artificial Intelligence (AI), Robotic Process Automation (RPA), Low-Code BPM, Process/Task mining, ODM, Chatbots and OCR technology. We are a Diamond UiPath Partner and partnered with Soroco, Celonis, IBM, ABBYY, AutomationHero, FireStart, Red Hat, Camunda and Bizagi.

Features

  • Use resources probably with a real-time performance management tool
  • Use blueworks live to model process and execute on BPM
  • Improve quality with error reduction, proactive escalation and proactive reporting
  • Standardise behaviour and improve Customer Experience by automating activities
  • Ease of design and deployment of process applications

Benefits

  • Typical productivity improvement of 20-30%
  • Faster time to service/time to change–typically 80%+
  • Achieve 95-100% of service level agreements
  • Reduce re-work and errors to approaching zero
  • ncrease self-service capability by 30%

Pricing

£240.00 a user a month

  • Education pricing available
  • Free trial available

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 mark.oconnor@abpconsultancy.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 7 7 9 2 2 5 8 9 9 8 6 7 0 3

Contact

Agile Business Process UK, LIMITED Mark O'Connor
Telephone: +447464152100
Email: mark.oconnor@abpconsultancy.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
Typically used stand-alone, but can be combined with IBM Blueworks Live for process modelling and discovery, and IBM Operational Decision Manager on Cloud when a separate policy and rule management and execution capabilities are required. Part of the full Digital Business Automation Platform
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Cloud Services are designed to be available 24/7, subject to maintenance. Client will be notified of scheduled maintenance.
System requirements
Web browser- Microsoft Internet Explorer, Mozilla Firefox, or Google Chrome.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Our standard support response times range from 1 to 8 hours depending on the incident categorisation and prioritisation as defined in a tailored service level agreement (SLA) per service. The tailored SLA also defines the agreed hours of support service available which can range from 24x7 to weekdays between 09:00 to 17:00 GMT.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We have 3 support levels 1. 40 hours of support - £3,600 per quarter 2. 80 hours of support - £7,200 per quarter 3. Managed service - 1 FTE per quarter - £12,000 per quarter. We can provide both a technical account manager and a cloud support engineer
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Full documentation, tutorials, video guides available. On-site and on-line training is also available.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data is accessible through several export functions available in via the administration console and design tools. IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
End-of-contract process
If the user chooses not to renew the contract the account will be suspended and access denied.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
All provided user interfaces are responsive. Screens created within the system are responsive and tools allow for sophisticated reactions to different form factors.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Portal to access tools provided by the system
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
All provided user interfaces are responsive. Screens created within the system are responsive and tools allow for sophisticated reactions to different form factors.
API
Yes
What users can and can't do using the API
Full description can be found here:
https://www.ibm.com/support/knowledgecenter/en/SS8JB4/com.ibm.wbpm.workflow.main.doc/kc-homepage-workflow.html
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Many aspects of the service can be customised including user interface through to full customisation via the accessible APIs

Scaling

Independence of resources
The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.

Analytics

Service usage metrics
Yes
Metrics types
Using IBM Cloud Product Insights, a free version is available via IBM Bluemix cloud platform, administrators and operations staff can register and track the metrics of current product instances to understand how they are being used.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

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

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
  • 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 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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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
Data is accessible through several export functions available in via the administration console and design tools.
Data export formats
Other
Other data export formats
BPMN
Data import formats
Other
Other data import formats
BPMN

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.95% for applications/services configured for high availability across 2 or more IBM Cloud geographic regions. 99.5% for applications/services deployed in a single geographic region. 10% credit refund if SLA is not met with necessary information to validate such a claim
Approach to resilience
Information can be available at request
Outage reporting
Email alerts and available on a webpage at: https://cloud.ibm.com/status

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Bureau Veritas
ISO/IEC 27001 accreditation date
30/11/2015
What the ISO/IEC 27001 doesn’t cover
https://www-935.ibm.com/services/multimedia/saas_27k.pdf
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
20/04/2016
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
The infrastructure and platform this offering is run on has a CSA STAR Self-Assessment certificate. The SaaS side of this offering currently does not have this. The IBM CSA Star Self-Assessment can be viewed here https://cloudsecurityalliance.org/star-registrant/softlayer/
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
See here: https://www.ibm.com/cloud/compliance

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
IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.

IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
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
IBM:

-maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.

-investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.

-promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred.

-provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Covid-19 recovery

Covid-19 recovery

Business process manager provides a consistent customer experience across different channels (offline and online) of customer interactions and can execute decisions with speed and consistency -- at scale. Therefore, allowing businesses to react and navigate through the pandemic

Pricing

Price
£240.00 a user a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
30 day free trial

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 mark.oconnor@abpconsultancy.com. Tell them what format you need. It will help if you say what assistive technology you use.