Zaizi Limited
ITIL Service Management
Zaizi provides ITIL v4 service management capabilities, including, but not limited to: incident, request, problem and change management, monitoring and service management tooling expertise. All delivered using guiding principles, to agreed service levels and support and maintenance expectations.
Features
- ITIIL v4 compliant service practices, procedures, continual service improvement
- Uses modern cloud tooling
- Defined governance processes, risks, issues and changes
- Agreed reporting and performance management
- Support and consultancy of ITIL practices
- Demand, capacity, availability, and knowledge management
- Change and release management support
- Continual service improvements
- Leverage ITILv4 Service Value System and automation
Benefits
- High availability prevents outages
- Root cause analysis prevents future recurrence
- Consistent practices and delivered outcomes
- Single point of contact
- Make ITIL v4 work for your organisation
- Common framework
- Ability to quickly scale teams
- Lower delivery risk of new services
- Increased, security, availability and productivity
Pricing
£450 to £1,600 a unit a day
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 sales@zaizi.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
8 0 3 5 3 1 5 8 8 9 3 4 0 0 8
Contact
Zaizi Limited
Andrew Hawkins
Telephone: 0203 582 8330
Email: sales@zaizi.com
Planning
- Planning service
- Yes
- How the planning service works
- As part of on boarding a service into our support organisation we will prepare a full on boarding and implementation plan as well as agree the SLA for service delivery.
- Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
- Training can be provided at additional cost (T&M)
- Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Our ITILv4 service enables organisations to implement cloud solutions developed in Open Source technologies / Java and COTS packages Zaizi provide the support for the supported technologies and service and enable the buying organisation to focus on the users, business benefits and business intelligence.
- Setup or migration service is for specific cloud services
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- Our Sustaining team aid clients in Quality Assurance and Performance Testing if a fix or change request has been applied to the application or the production service. Depending on the fixes or changes made, if there is any probability of any impact on performance or functionality, the team will run testing scripts to ensure all the services are performing as expected before going live.
Security testing
- Security services
- Yes
- Security services type
-
- Security design
- Security incident management
- Other
- Other security services
-
- Security Design
- Security Automation
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Buyer hosting or software
- Hosting or software provided by your organisation
- Hosting or software provided by a third-party organisation
- How the support service works
- Support cloud applications developed in Open Source technologies / Java and COTS packages
Service scope
- Service constraints
- NA
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Typically, Zaizi provides two models:
- Core business hours 08:30 - 18:00
- Extended business hours for wider coverage for reasonable endeavours outside of standard business hours for routine maintenance and P1 coverage.
24/7 services are available. - 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
- No
- Support levels
-
Zaizi propose a ‘DevSecOps’ service to support live service capabilities in a GDS aligned, streamlined and simpler way, with the right level of service governance and best practice.
Zaizi offer the following support service supporting the application, platform and infrastructure as required
• Zaizi Service Desk (providing 1st Level support services; handle user queries, service requests and fault reporting and to handle Incident Management response and resolution processes proportionate to agreed definitions of priority and severity (aligned with agreed SLAs),
• A 24x7 automated Event Handling Service handling security related events during non-core hours,
• A Core Hours DevSecOps Function (providing capability covering the existing 2nd and 3rd level support supplemented with 24x7 ‘on call’ DevSecOps engineer(s) capability.
• An agile live service sprint Dev, QA and Web Operations Support capability to deliver continual delivery of functionality enhancement (Change Management), roadmap improvement and defect resolution.
Please refer to the pricing and service definition documents to see more information on cost and team composition.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- The British Assessment Bureau
- ISO/IEC 27001 accreditation date
- 25th August 2022
- What the ISO/IEC 27001 doesn’t cover
- NA
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Tackling economic inequality
- Equal opportunity
Tackling economic inequality
Zaizi is committed to tackling Economic Inequality through our core purpose to realise the potential of our staff, customers, and fellow citizens:
We contribute to the levelling up agenda through our hybrid working policy with hubs in London, Bristol, Manchester, Sheffield, and Newcastle.
We’ve partnered with the Future Frontiers Programme for our staff to mentor school students from deprived areas.
Signatories to the Armed Forces Covenant, we recruit ex-forces colleagues with DV clearance and train them in digital capability. We provide Reservists full pay when they are on training.
Our full-time Organisational Coach, works with our staff to create a mind-set for positive change, enabling all to achieve their goals and thrive at work.
Furthermore, we’ve created a multi-stream approach to recruitment and retention. Board level KPIs measure our impact across multiple facets including reach. This ensures we can resource projects to support the Levelling Up agenda, actively recruiting across the UK.
We actively encourage and support those from economically disadvantaged areas and agree KPI’s with our G-Cloud clients for target inclusion rates.
We work with our apprenticeship providers Founders & Coders & Makers Academy to source candidates from diverse backgrounds. To date we’ve onboarded 12 apprentices including refugees, return to work mums and career changers such as primary school teachers.
We recruit nationally in the UK, enabling people to work from anywhere in the UK, enabling remote working as an opportunity to tap into areas traditionally less digitally aware using a variety of techniques to engage in different ways.
We use projects to help us upskill apprenticeships, graduates and people looking to change careers. For example, one client contract has enabled us to on-board and train over 15 apprentices, graduates and junior staff.Equal opportunity
An ethnic minority owned business, our purpose is to realise the potential of our staff, customers, and fellow citizens through equal opportunity. Through the provision of our G-cloud services continually expand our commitment. Example measures include:
37% of our workforce are women (industry average is 26%). Target 50% by 2027.
48.5% of the workforce identify as non-White (industry average is 15.2%).
Board level KPIs measure our impact across multiple facets, such as gender, age, ethnicity, religion, gender / sexual orientation, maternity / paternity, and reach.
We actively encourage and support Women, BAME and those from economically disadvantaged groups, agreeing targets with G-cloud clients.
All our job adverts carry the following description: “Studies show that women and Black, Asian and minority ethnic people are less likely to apply for a job unless they meet every qualification. So, if you’re excited about this role but your experience doesn’t align perfectly with the job description, we’d love you to still apply. You might just be the perfect person for this role, or another role here at Zaizi.” We ensure we post all jobs on women only job boards as well as other forums.
We work with our apprenticeship providers to source candidates from diverse backgrounds, including refugees, return to work mums and career changers such as primary school teachers.
We offer flexible and part-time work to enable working mums to pursue a career with us and publish pay bands for all vacancies that we advertise for transparency, ensuring we do not disproportionately negatively impact those from under-represented groups in our industry.
We are disability confident committed and aim to become a disability confident employer, making necessary adjustments for people with physical and mental disabilities.
We have women in our board, management and senior roles providing role models for others and attracting more women.
Pricing
- Price
- £450 to £1,600 a unit a day
- Discount for educational organisations
- No
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 sales@zaizi.com.
Tell them what format you need. It will help if you say what assistive technology you use.