HCL TECHNOLOGIES UK LIMITED

BigFix Unified Endpoint Management Platform - Endpoint Management for any device

"Endpoint Management for any device: Desktop to Server to Cloud to Mobile
BigFix-Endpoint Management:
-IT Asset Discovery/Reporting
-Patch Management/Remediation
-Software Distribution
-Self-Service Catalogue
-Remote Control
-Operating System (OS) deployment and image management
-Compliance/Configuration/Vulnerability management
-License usage/contract management
-Advanced reporting + third party vulnerability tool integration
-ServiceNow bi-directional integration

Features

• Asset discovery and reporting, Patch management and remediation
• Agentic AI Employee Experience, plus ITSM Runbook AI Automation
• Software distribution and self-service catalogue, plus remote control
• Advanced reporting, third party vulnerability tool integration
• Operating System (OS) deployment and image management
• Compliance/ Configuration/ Vulnerability management
• License usage/contract management plus ServiceNow bi-directional integration
• Win10/Win11 + MacOS enrolment and policy management
• 3rd party tool integration for vulnerability scanners/service desks
• iOS, iPadOS, Android enrolment and policy management

Benefits

• Provides cost savings
• Reduces complexity through tool consolidation
• Minimises malware and ransomware attacks
• Multi-platform support across Windows, Unix, Linux, MacOS, iOS, Android
• Unified solution leveraging a single agent
• Provides continuous compliance
• Highly scalable (300,000 devices per BigFix Server)
• Pre-tested BigFix content for patching
• Manages endpoints on corporate VPN and Internet connected
• Not reliant upon WMI, Active Directory or WSUS

• Education pricing available
• Free trial 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 eas-hclsalessup@hcl.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

807713284260192

Contact

Paul Montgomery
+44 (0) 20 7105 8600
eas-hclsalessup@hcl.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • Windows Server + MS*SQL
  • CPUs, memory and storage varies depending on total endpoints managed

User support

• Email or online ticketing support: Yes
• Support response times: "During business hours:; Severity 1 = 1 hour; Severity 2 = 2 hours; Severity 3 = 1 working day; Severity 4 = 2 working days"
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: "The HCL BigFix AEX conversational solution is accessible through multiple channels as part of its Omni Channel Communications capabilities.; ; The chat functionality is specifically available via:; ; * Web Browser (referred to as """"Web channel"""" in configuration); * Mobile Apps; * Integration with messaging tools like MS Teams and Slack; ; The web-based chat user interface can also be customised by administrators."
• Onsite support: Yes
• Support levels: Level 3 - Software Support
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Super User training sessions, online materials, self service training, web calssroom.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Not Applicable
• End-of-contract data extraction: The database is moved to the client's network and complete access to data is provided with a service interface.
• End-of-contract process: The service is switched off completely, so as to avoid any misuse. Also the customer is provided with access to all the customer data.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Certain functions, especially around the platform management and configuration, are designed work from the desktop console.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: Desktop and WebUI console that contains various sections to access platform functions with reporting capabilities.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: The web service hosted on the web server is accessed over the HTTPS (Hyper Text Transfer Protocol) and VPN (Virtual Private Network) tunnel established between the mobile device and the hosting server. The mobile application hosted on the mobile device uses the proxy of the web service to send the request and receive responses.
• API: Yes
• What users can and can't do using the API: The majority of main functions, e.g. patch deployment, taking actions, software distribution, endpoint query, etc. All can be done through API with an account that has the permission to run API.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Customers can pick and choose the functions they want. Also the business logic within those functions is fully customisable.

Scaling

• Independence of resources: The scaling of the hosted service is performed based on the total number of users and peak time concurrency level. Each hosted virtual machine is configured to handle 350 concurrent user requests.

Analytics

• Service usage metrics: Yes
• Metrics types: License usage per endpoint (MVS, Client Device) based on on-to-one ratio
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: The user can export data by selecting the export function on the dashboard reports of the Admin application.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLS and XLSX

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: 99.90%
• Approach to resilience: The hosting area is physically divided into two sites. Each physical site contains an exact replica of servers and acts as failover of the other site. Data synchronisation happens via the "Always On" feature of the MS SQL Server.
• Outage reporting: Monitoring tools are configured to monitor hosted services and virtual machines. Disk coverage and capacity related configurations are performed to raise the alarm to mitigate any failure. An email is sent by the monitoring tool to all stakeholders before any failure happens. Transaction logs are maintained to generate a report on defined intervals.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Other user authentication: "User login is authenticated against the username stored in the database.; "
• Access restrictions in management interfaces and support channels: "1. Each user is provided with an access role. The access to the system functionalities are directly linked with the access role permissions.; 2. When the user logs into the application, only allowed functionalities are visible to the user. "
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Description of management access authentication: Users that are provided with Admin access are also authenticated against the database. On successful login the security token is generated and maintained through out the session. The database maintains the authentication related entities.

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: User-defined
• How long system logs are stored for: User-defined

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: "ISO 9001:2008 - Quality Management; ; ISO/IEC 20000-1:2011 - Service Management; ; ISO 14001 - Environmental Management; ; ISO 27001 - Security Management; ; Cyber Essentials; ; Cyber Essentials Plus"
• Information security policies and processes: HCLTech has adopted ISO/ IEC 27001: 2013 standard for ensuring protection from a variety of threats and minimising the business damage in its endeavour to provide Mobile Application implementation and support services. HCLTech is also Cyber Essentials and Cyber Essentials Plus certified.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: "Configuration Management tracks the IT environment.; ; A repository maintains all versions of individual work products to help/ permit developers to revert to previous versions during testing and debugging.; ; Dependency tracking and change management covers relationships between enterprise entities and processes, parts of an application design, design components and the enterprise information architecture, design elements and other work products.; ; HCLTech tracks all the requirements, design and construction components and deliverables that result from a requirements specification.; ; An audit trail is maintained about when, why and by whom changes are made, with source information of changes as specific objects in the repository."
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: "Vulnerability management focusses on finding weakness that can be exploited. HCLTech performs quarterly and/or annual vulnerability scans to get a snapshot at that point in time. Regular scanning ensures new vulnerabilities are detected in a timely manner and are fixed before they occur. The HCLTech vulnerability management process consists of the following phases:; 1. Preparation; 2. Vulnerability scan; 3. Define remediating actions; 4. Implement remediating actions; 5. Rescan."
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Not Applicable
• Incident management type: Supplier-defined controls
• Incident management approach: "Incident management is designed with a goal to restore normal service operation as quickly as possible and to minimise the impact on business operations. The incident management process follows these steps:; ; 1. Incident identification and logging by the customer; 2. Incident categorisation and prioritisation by the customer; 3. HCLTech works on the incident response performing diagnosis and investigation followed by resolution and bringing the incident to closure; 4. Corrective and preventive action are taken to avoid repeat or similar incident in future."
• Post-quantum cryptography secure: Yes

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: Yes
• Description of free trial: The free trial is available from the website. It includes all the requested component and it last 30 days.
• Link to free trial: https://www.hcl-software.com/bigfix/free-trial

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: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: Thursday 25 May 2023
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Intertek
• ISO 9001 accreditation date: Tuesday 1 August 2023
• What the ISO 9001 doesn’t cover: Not applicable
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications: Business Continuity

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 eas-hclsalessup@hcl.com. Tell them what format you need. It will help if you say what assistive technology you use.