ILLUMINET SOLUTIONS LIMITED

Biomni - The Unified Service Experience Platform

Biomni is a modern service experience platform that enables organisations to deliver, manage, and automate services through a single, intuitive interface.
It brings together self-service, service catalogues, workflows, and integrations to streamline service delivery across IT, shared services, and managed service providers.

Features

• Unified Service Portal. One interface for all enterprise service interactions
• Intuitive Self‑Service. Users easily request services and track progress independently
• Scalable Service Catalogues. Catalogues tailored by role, location, or department
• Workflow Automation. Automates tasks, routing, approvals and fulfilment end‑to‑end
• Multi‑Tenant Architecture. Supports multiple organisations with secure data separation
• Custom Branding. Personalised experience for each customer or business unit
• Deep Integrations. Connects with ITSM, HR, finance, and identity systems
• Policy‑Driven Approvals. Dynamic approval paths for rules and organisational policies
• Real‑Time Insights. Track demand, performance, bottlenecks and service trends instantly
• Cross‑Department Support. Delivers consistent services across IT, HR, Facilities, Finance

Benefits

• Reduces service delivery costs. Automation replaces manual effort across teams
• Improves user satisfaction. Simple self‑service delivers faster, clearer outcomes
• Streamlines operations. Standardised processes reduce errors and inconsistencies
• Boosts productivity. Teams focus on valuable work, not repetitive tasks
• Accelerates fulfilment times. Automated routing and workflows speed service delivery
• Increases visibility. Real‑time insights highlight performance and improvement areas
• Enhances cross‑department collaboration. Shared platform unifies service delivery end‑to‑end
• Scales effortlessly. Supports growing services, users and organisations
• Improves governance. Policy‑driven approvals ensure consistent, compliant decisions
• Integrates existing tools. Leverages current systems while simplifying user experience

• Education pricing available

Service documents

• Pricing document

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

Framework

G-Cloud 15

Service ID

803285848923328

Contact

Stephen Farmer
01202 770162
enquiries@illuminetsolutions.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Procurement
  • Order management and orchestration
  • Asset life-cycle management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Requires Windows Servers and Microsoft SQL Server
• System requirements:
  • Public cloud SaaS has no system requirements
  • Private cloud offerings requires Windows and SQL Server licencing

User support

• Email or online ticketing support: Yes
• Support response times: Core hours for the purpose of providing support is Monday to Friday from 09:00 until 17:30 UK time (excluding UK bank holidays), each a business day.; Where a support request is submitted to we will prioritise requests by discussing the business impact with the customer and using the following guidelines to prioritise its resources. The allocation of an issue to a particular priority class shall be at our sole discretion.; P1: initial response within 2 hours; P2: initial response within 4 hours; P3: initial response within 1 business day
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Technical support is included within the licencing fees.; Hypercare support options are available upon request and at additional cost.; Customers will be assigned a technical account manager to help maximise the impact on their chosen use case(s).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Biomni's intuitive user experience makes end-user adoption very straightforward, with little or no training required.; Administrator training will be conducted during the implementation and post-implementation support is available via technical support.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Can be arranged on request
• End-of-contract process: At the end of the initial term, if you decide not to renew your service, we will cease your service and evoke the deletion process of your tenant within our SaaS. This process will delete all data relating to your service.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Available as part of the project

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Create and approve requests and manage administration tasks
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Styling, and bespoke functionality can be customised by administrators. Support custom CSS and Javascript, plus custom Web Methods can be called by the system.

Scaling

• Independence of resources: Customer has dedicated instance and is performant to 100,000 users

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

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

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: There is a CSV export of configuration data, and XML api for other data
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: Depends on the contract
• Approach to resilience: The service runs on the Azure cloud platform (IaaS) and has high levels of resiliency.
• Outage reporting: For the SAAS instances the vendor gets notified on outages and has access to a dashboard.; For customer deployed instances (to customers Azure tenant), the customer gets notified and has access to a dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: All users are assigned roles which dictate authorized use of the management areas.; Only designated users have access to management and support pages.
• Access restriction testing frequency: Never
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time 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

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: Information Security Management System contains all policies & procedures to meet ISO27001.; ; CTO - Info security sponsor; > IT Director - Security Officer; > Internal Auditor - audits ISO27001 processes every 12 months; > External Auditor - ISO27001 surveillance audits every 12 months
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Testing incorporates automated unit tests, vulnerability/PEN tests, automated UI regression tests, and manual testing of new features.; Changes are firstly deployed to a UAT staging area and then to customer instances.; All changes are version controlled and system upgrades are fully audited.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: When threats are reported in our software they are triaged and depending on severity get actioned at an appropriate level. Infrastructure patching is handled automatically by the Cloud provider
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Potential compromises are detected by the Cloud provider.; The support desk service manages incidents, classifying them based on severity & urgency. Engineering resource can be assigned quickly to troubleshoot.
• Incident management type: Supplier-defined controls
• Incident management approach: A Service Desk application is used for all incident management.; Incidents can be reported via phone, email, or web form.; Automated rule ensure rapid routing to the most appropriate service desk operative.; A customer support process is communicated to all customers and includes SLA's and reporting details.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 4%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5ff7b083-d235-45ed-abb5-4d6b9c70aa82
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

Service documents

• Pricing document

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