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%

£240.00 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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

777922589986703

Contact

Mark O'Connor
+447464152100
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

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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.