Specialist Computer Centres plc

4me (ITSM/SIAM/ESM) - Licensing by SCC

4me is the Complete Service Management platform enabling departments, like IT&HR, to work together seamlessly, including external service providers where services are outsourced. Automate requests from customer or citizens to interact with the right service providers within your organisation. 4me supports ITIL and fully integrates knowledge-management, time-tracking and project-management capabilities.

Features

• IT Service Management (ITSM)
• Enterprise Service Management (ESM)
• Service Integration and Management (SIAM)
• Incident Management
• Problem Management
• Change Management
• Self-Service Portal
• Knowledge Management
• Service Catalogue
• Project Management

Benefits

• Service provider collaboration supported by end-to-end service level management
• Cloud performance with low system administration
• Fully optimised service management processes ensure quick-time to value
• SIAM capabilities enables organisation to leverage dynamic sourcing

£24 to £50 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

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 frameworksales@scc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

792844864628433

Contact

Warren Strain
01217667000
frameworksales@scc.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: 4me is a Cloud service management solution with proven integration capabilities that will support Systems and Operations Management solutions, such as LDAP, Network Monitoring, Asset Discovery and Management and other solutions required by service providers such as HR/Payroll, Success Factors and Supply Chain Management.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: The 4me service is hosted by Amazon Web Services (AWS) and as such is subject to planned maintenance. Such periods are scheduled and customers are notified at 5 days before the period. During this period the service may be down for up to 4 hours per calendar month. For the UK this will occur between 10pm Saturday and 2am Sunday.
• System requirements:
  • It is recommended devices run the latest supported browsers
  • 4me mobile app needs latest versions of iOS and Android
  • For the mobile app remote working a 3G connection minimum
  • All other pre-requisites are provided by AWS

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The Service is supported 24/7 and the collaborative use of the tool allows customers to log tickets online. The Service Level Targets are: ; ; Low Impact “Service Degraded for One User” ; • Response target: -48 hours ; • Resolution target: -480 hours ; ; Medium Impact “Service Down for One User” ; • Response target: -24 hours ; • Resolution target: -240 hours ; ; High Impact “Service Degraded for Several Users” ; • Response target: -24 hours ; • Resolution target: -240 hours ; ; Top Impact “Service Down for Several Users” ; • Response target: -30 minutes ; • Resolution target: -90 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: All enhancements and new features are developed by 4me prior to being added to the QA instance of the 4me Service. In this version (pre-production) any feature can be tested by anyone (with rights) from the user community.
• Onsite support: Yes, at extra cost
• Support levels: There is one support agreement available for the 4me Service - the associated SLAs have been explained previously. ; ; The software is charged per user per month and is inclusive of all support - the price starts at £50 per single user. There is more information provided herein. ; ; Every customer has access to a Technical Account Manager or Service Management Architect.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers receive a demo environment against which they can utilise role-based online training - https://learning.4me.com/training/ ; Onsite training is also provided for System Administrators, Users and End-Users as part of any implementation plan.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Users can extract their data at anytime, up to 30 days after the contract concludes. Once extracted, 4me will instruct AWS all remaining data and storage devices used to provide the service. ; ; Should no extraction be initiated by a user, then the 4me service will conclude on 30 days and AWS will destruct all data and devices.
• End-of-contract process: Any contract for the 4me service is based on a pay-as-you-use contract. Each user month is effectively a credit, so should an organisation have 10 users they would consume 120 credits over a year. ; ; Most 4me customers procure a number of credits for a given period, a year. The license provided includes full use of the service and a support contract.; ; If user credits are not consumed within the period (i.e. a user leaves) then the credit accrues to the next period. However credits are not refunded. ; ; The only costs which are additional are for implementation and training services, provided at the start of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None, but the application only works for iOS and Android devices. It will not work with Windows Mobile smartphones
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: There are two service interfaces. ; ; The 4me Self Service interface can be used to track the progress of end-user requests, access knowledge articles. In addition, employees can register worktime using 4me Self Service. They can participate in projects by updating their tasks and Managers can use 4me Self Service to provide approval for changes - without consuming a license/user credit. ; ; The Service Console is used by Support Analysts and Teams to progress and resolves all requests, incidents, problems and changes. It also provides secure collaboration across all service providers (internal and external). The Service Catalogue supports end-to-end service level management.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: As new features are added accessorily for people with disabilities is tested through the 4me release which places capabilities into every customer QA instance, prior to be released into Production.
• API: Yes
• What users can and can't do using the API: The 4me Service is provided Out-of-the-Box and users can use the ITSM/ESM function with simple customisations to request templates in a short amount of time. ; ; APIs are available to build integrations in the 4me service. The following options are available: ; ; REST API ; ; Retrieve, create and update Requests, Changes, CIs, Services, SLAs, People. ; ; EVENTS API ; ; Configure monitoring systems to send events and generate new requests. ; ; MAIL API ; ; Create new requests by sending an email to the 4me service. ; ; IMPORT API ; ; Import data by uploading UTF-8 encoded CSV or TSV files. This API is used with directory services like Active Directory and discovery tools like System Centre Configuration Manager. ; ; EXPORT API ; ; Download batches of records in UTF-8 encoded CSV files, ideal for building an integration with the corporate data warehouse. ; ; WEBHOOKS API ; ; Receive real-time notifications from Webhooks and trigger actions in other applications when changes occur in 4me. ; SINGLE SIGN-ON ; ; Use an organisation's existing identity provider to ensure that its employees do not require a separate password to access 4me. ; SCIM Provisioning ; ; Provision and manage users, organisations and sites in your 4me account automatically. ; ; CTI ; ; Launch the Service Console from the softphones on the computers of the service desk analysts. ; ; More https://developer.4me.com/
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: As a Cloud solution the 4me Service cannot be fully reconfigured as this would impact the data layer and make upgrading costly and disruptive. ; ; However every request and process template can be customised to adapt the behaviour to suit an organisation's best practice. ; ; Typically this work resides with the nominated System Administrator and can be achieved without coding using the widgets and snippets provided or by exposing the HTML, CSS and JavaScript.

Scaling

• Independence of resources: The 4me service is hosted by AWS and utilises its content delivery service for enhanced local performance. Speed and availability of the service is always visible at http://status.4me.com/ ; ; The 4me service is multi-tenanted and is designed to support customers and their many business services. ; ; Additionally, the Service does allow user to reconfigured the data layer of the solution, therefore weekly updates can be applied to the service without disruption or the need for expensive consulting services.

Analytics

• Service usage metrics: Yes
• Metrics types: As a service management solution there are many ways to view service metrics: ; ; - Requests made via Self-Service/Email/Phone ; ; - Requests made using Knowledge ; ; - Knowledge access by article ; ; - Number of requests made by status and category ; ; - Many more ; ; Out-of-the-Box the 4me Service provides over 200 reports that can be fully customised and used to create dashboards.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: To secure when at rest, the databases run in a private subnet within a Virtual Private Cloud that can only be accessed by the application servers of the 4me service. This prevents direct access from the internet to the databases. ; ; The data in the production database, its mirrors, and backups are stored in three European data centres where the service is hosted. To ensure no data is exposed it is encrypted using AES-256. ; ; This ensures data cannot be read unless decrypted. Like the data, attachments are encrypted using a different key than the key used to encrypt the database data.
• 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: The ability for users to export data is restricted by role and in may cases data can be exported in read-only formats, as static reports in PDF format. ; ; If data such as asset lists etc, need to exported then these can be achieved using CSV or HTML.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: PDF

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The 4me service offers an availability target of 99.8% during the 24x7 service hours from Monday through Sunday, which is equal to an outage duration of 1½ hours per month. The resolution target of a service outage is 1½ support hours.
• Approach to resilience: The 4me service is hosted by AWS. The service utilises two datacentres within the EU, one supports Production and QA instances, the other is purely Back-Up. The datacentres are separated by 500 miles to ensure a secure failover of the service should one datacentre become unavailable. ; ; More information is available on request.
• Outage reporting: A service outage is classified as scheduled maintenance when customers with an active service level agreement based on this service offering were notified at least 5 days in advance and the outage occurred during the maintenance window. Notifications are API, email and Partner based. ; ; Each calendar month, the actual availability of the service is calculated and compared with the availability target to determine whether this target has been violated. Service outages for scheduled maintenance are not included in the availability calculations. ; ; The service is considered to be unavailable, or down, when two or more users within the customer organization are unable to access the service's core functionality due to the same incident. ; ; Availability of the 4me service can be tracked here: http://status.4me.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: For users of the 4me service, they are defined by the roles and responsibilities they are provided during set-up. As a service management solution, one part of this is allocate people and teams to the services they support, so by definition someone in IT will not see the requests being made for HR services. ; ; Furthermore, the role will further restrict the available information relating to a service. A support analyst will only see request information, the system administrator will have access to the audit trails. ; ; Once the 4me service is live there is no direct access to the underlying data.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: The 4me service support multiple authentication processes, in addition access is also controlled by role and responsibility.

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: At least 12 months
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: 28/07/2015
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: SOC2

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: 4me has undertaken SOC 2 attestation with PWC. The audit report provides detailed information and assurance about 4me’s security, availability, processing integrity, confidentiality and privacy controls. ; ; The 4me service is hosted by Amazon Web Services and they hold SOC 1/2/3 and are ISO 27001.
• Information security policies and processes: Although the 4me Service leverages many of the compliance and governance protocols that AWS provides, once a Customer's instance is live. ; ; 4me Inc. is compliant to SOC 2 because the auditing procedure ensures, that as a service provider, Customer’s data is securely managed in order to protect the interests of the organisation, its employees and the privacy of citizens (as appropriate). ; ; 4me has a dedicated DPO, and personnel with specific roles in the event that a process, such as the Data Breach Procedure, is actioned. ; ; For an introduction to 4me's security policies please visit: https://www.4me.com/privacy-and-terms/ - all policies and documented procedures are available to prospects and customers under NDA.

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: 4me supports a fully customisable configuration management database (CMDB) and process which is aligned to ITIL best practice. Its purpose will be to capture an organization’s assets with all their technical attributes and financial information, so full lifecycle management can be performed. ; ; Similarly all changes made to the Service, an Organisation's Asset and Configuration Management records, the processes adhere to ITIL and all inter-operate seamlessly.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The 4me Service is tested every 6 months (currently by PWC) for Vulnerability and Penetration risks. The tests work across all 4me instances and the reports are made available for 4me customers to review.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The choice 4me made to host its service with AWS was done so because it conforms to the highest industry standards for proactive and protective monitoring, across all instances and the datacentres deployed. ; ; In addition, issues with availability will be detected and notified through the 4me Service and rectified to the stated SLA. ; ; More information is available on request.
• 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: The 4me service is an Enterprise Service Management solution that is built on ITIL best practice. ; ; Incident management is a fully optimised and end-users can log incidents through Self-Service, Email and Phone. ; ; The solutions provides a full set of incident reports.

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

• Fighting climate change:

  Fighting climate change

  Sustainability is central to SCC’s operations and embedded into our business. Our defined carbon reduction targets are externally reported in our Carbon Reduction plan via the Carbon Disclosure Project.
• Covid-19 recovery:

  Covid-19 recovery

  SCC’s products, services and solutions can help facilitate and implement new ways of working for our customers. Through our propositions, additional health, wellbeing and agile working benefits can be achieved.
• Tackling economic inequality:

  Tackling economic inequality

  SCC provides employment and training opportunities, are members of the Disability Confident Scheme and supporters of the Armed Forces Covenant. Working with our supply chain we promote collaboration and diversity.
• Equal opportunity:

  Equal opportunity

  SCC is an inclusive employer with various initiatives to support, engage and develop our employees. We promote supply chain diversity and have mechanisms in place to manage modern slavery risks.
• Wellbeing:

  Wellbeing

  SCC has a range of health and wellbeing activities available for our employees to access. Our volunteering programme and charity partnerships help facilitate and deliver a range of community benefits.

Pricing

• Price: £24 to £50 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: There is a free trial available for download 4me.com. It is a full version of the 4me service that is provided with access to role-based training. The trial version runs for 7 days but can be extended on request.
• Link to free trial: https://www.4me.com/trial/

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 frameworksales@scc.com. Tell them what format you need. It will help if you say what assistive technology you use.