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Computacenter (UK) Ltd

Computacenter - Cisco Full Stack Observability

Full-Stack Observability by Cisco moves beyond domain monitoring into full-stack visibility, insights, and actions, transforming siloed data into actionable insights that provide shared context for your IT teams, giving you the power to prioritise your actions so you can deliver flawless customer experiences that drive revenue while accelerating digital transformation.

Features

  • Modern application monitoring of cloud native applications
  • Application Monitoring of hybrid and traditional applications
  • Customer Digital experience, dependencies and business impact
  • Application Dependency monitoring including Internet and cloud network performance
  • Cost and resource optimisation on prem and in public cloud
  • Application Security, active identification and vulnerability blocking
  • Collect Metrics/Data, perform Analytics, bring to life with visualisations/dashboards.
  • Monitor and alert on deviation from normal behaviour for Business

Benefits

  • Delivery of exceptional digital experiences
  • Cost optimisation across Application, Network, Infrastructure & security
  • Real-Time visibility across full stack of data across digital experience
  • Dramatic reduction in MTTI & MTTR across multiple teams
  • Unsurpassed correlation of business impact to reduce operational support costs
  • Automated Root cause analysis using ML & AI

Pricing

£60.00 a user a year

  • Education pricing available
  • Free trial available

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 government@computacenter.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 5 7 9 8 3 2 1 4 5 3 7 9 2 0

Contact

Computacenter (UK) Ltd Karen Baldock
Telephone: +44 (0) 1707 631000
Email: government@computacenter.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
N/A
System requirements
System Requirements are available at cisco.com

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Response times for standard issues are within 8 hours during operating 9:00 -5:30 (mon-fri) Weekend support is available at additional costs subject to customer requirements
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
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
Depending on the support model required, Computacenter can accommodate the exact needs of each customer; from having dedicated support resources deployed on-site or remotely on a resource-on-demand basis, to formal managed service support agreements. The contact mechanisms, service hours and response time SLAs available are flexible to align with your specific requirements.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Education, self driven web based trainings, instructor led trainings
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Via our DEXTER Tool at https://developer.cisco.com/codeexchange/github/repo/Appdynamics/AppDynamics.DEXTER or via APIs: Via API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
End-of-contract process
If License(s) expire, buyer loses access to AppDynamics Controller and associated data if license lapses. Data can be exported prior to this happening. Buyer loses real-time Monitoring of Application Stack and beyond.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
N/A
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Vendor Dashboard
Accessibility standards
None or don’t know
Description of accessibility
AppDynamics is accessible using web browsers and/or mobile app
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
"The AppDynamics APM Platform exposes various APIs for customising and extending its features on the platform-side, which are served by the Controller and Events Service, and on the agent-side. Full description of the API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
"
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Users can customise AppDynamics in multiple ways: UI views, reports, dashboards, monitoring configuration, build custom monitoring etc.

Scaling

Independence of resources
AppDynamics runs on AWS and scales on demand (this has been verified in our SOC2 report). AppDynamics Controllers can support tens of thousands of agents reporting millions of metrics per minute. AppDynamics helps large organisations around the world run and manage their highly distributed and complex applications, at scale, every day. AppDynamics Operations team maintains, monitors, and evaluates current processing capacity and use of system components (infrastructure, data, and software) to manage capacity demand and to enable the implementation of additional capacity to help meet its objectives.

Analytics

Service usage metrics
Yes
Metrics types
License utilisation and device health
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Cisco

Staff security

Staff security clearance
Conforms to BS7858:2019
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)
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Via API's: https://docs.appdynamics.com/22.4/en/extend-appdynamics/appdynamics-apis#AppDynamicsAPIs-apiindex
Data export formats
CSV
Data import formats
  • CSV
  • Other
Other data import formats
JSON

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Dependant on SLA Agreement
Approach to resilience
Available upon request
Outage reporting
API email alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
RBAC, will be used where possible
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • 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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
28/4/2022
What the ISO/IEC 27001 doesn’t cover
Our ISO/IEC 27001 certification relates to the information security management system and not the products or services of the certified organisation
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Gemserv Ltd
PCI DSS accreditation date
22/09/2021
What the PCI DSS doesn’t cover
As per section 2a of the PCI-DSS certificate, there are no areas that were marked as ‘Not Included’. We therefore confirm we are compliant across all relevant requirements for our services as a Hosting Provider, Managed Services and Payment Processing.
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

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
NIST, Cyber Essentials, MITRE

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes are logged and reported
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Available upon request, (customer defined)
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Available upon request (customer defined)
Incident management type
Supplier-defined controls
Incident management approach
Available upon request (customer defined)

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Computacenter ensures that our business practices deliver effective stewardship of the environment in line with the Social Value Model. Computacenter's science-based emissions reductions targets are approved with the SBTi. Our Net Zero Journey Group Emissions is now just 16% of 2015 levels as outlined in our carbon reduction plan to achieve ‘Net Zero’ carbon emissions by 2040. Business travel is necessary, both for our customer requirements and for our staff. We have materially reduced business travel, ensuring all business trips are necessary, helping reduce carbon emissions. We are investing in technology to allow greater use of existing communication platforms as part of our ‘hybrid working’ strategy. One of the key benefits we believe this will help us realise is reducing emissions from business travel by 35 per cent by 2025 (compared to 2019). For G-Cloud services this means that we will drive the use of virtual, technology-enabled meetings as much as possible for all internal and external sessions, including those with our wider supply chain. Further to this we can provide customer advisory services which include guidance and recommendations on how to improve their sustainability performance to help inform customer decision making whilst achieving the desired commercial and technical outcomes through the services being provided. Computacenter has introduced incentives to encourage the replacement of the existing Fleet with Ultra Low Emission Vehicles. We have 44 electric charging points across 2 of our locations to encourage the adoption of electric and hybrid vehicles, either through our company car scheme or privately. For this framework specifically, this means that our consultants, project managers and engineering resource will have access to a ULEV vehicle via our company car scheme and the ability to charge a vehicle at Computacenter office locations.

Covid-19 recovery

Throughout the pandemic we have closely followed and implemented government guidance relating to the workplace and COVID-19. We created a COVID-19 risk assessment to enable us to understand the improvements that need to be made to our workplace conditions in line with the Government COVID-19 secure workplace guidelines and the business advice that is now current. It looks at the risks of COVID-19 in the workplace, such as hygiene, & cleaning and then states what we must put in place to mitigate these risks. As we enter the recovery phase of the pandemic, we have introduced hybrid working for our employees. This will allow most employees including those delivering G-Cloud services increased flexibility in how and where they work ensuring that we still deliver the best service to our customers whilst looking after our people. Our COVID-19 steering committee is there to identify activities that will improve workplace conditions then plan, build and regularly monitor various programmes focused on supporting the COVID-19 recovery effort. At these meetings, chaired by our Chief People Officer (‘CPO’) Sarah Long, our CIO John Gibbs and Services operations, the steering committee discuss changes that need to be implemented, identify areas of improvement, and review our roadmap of new activities. Throughout the life of the contract, we will use our existing activities (as well as those that are in development in due course) to continue to improve workplace conditions in support of the COVID-19 recovery effort. Questions relating to travel were included in the COVID-19 surveys that were issued through the pandemic. The assessment highlighted concerns people had about public transport. To help all employees; managers were coached and given guidance about being flexible with start/finish times. We continue to adapt our approach based on feedback received through the steering committee and employee surveys.

Tackling economic inequality

As a diverse and inclusive organisation with a strong focus on equality and driving in-work progression, our approach to recruitment and employment is aligned to recognised industry best practices such as the 5 principles of quality work as set out in the Good Work Plan. Our Employee Impact Groups for disadvantaged or minority groups provide representation, support, and community engagement, feeding into our People Panel ensuring all voices are heard, underpinning our wider ambition of building a sustainable business for the long term. We put specific measures in place to provide opportunities to under-represented groups or those who face barriers to employment, including comprehensive outreach programmes for schools and universities, as well as partnerships with non-profit organisations within our communities. We continue focus on reaching harder to reach groups and people who are underrepresented in our sector by working with charities and schools in the local community to offer career talks and work experience opportunities. Our school outreach programme has over 130 volunteers dedicating over 2,600 hours running activities for employability and life skills in schools, colleges, and universities. Computacenter is one of the 9 founding members of ‘Technology Community for Racial Equality’ (‘TC4RE’), a group set up to drive racial equality throughout the technology industry, with which we are delivering a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community. Furthermore, Computacenter are a silver level partner in the Armed Forces Covenant and has introduced a programme that provides the opportunity to attain a degree and ServiceNow certification whilst receiving full salary for armed forces leavers. This programme is the first of many programmes we intend on running to help ex-forces personal transition back into the workplace and the IT industry.

Equal opportunity

Computacenter is committed to providing equal opportunities to all through fair recruitment practices and employment conditions across our organisation. We are a Disability Confident ‘Committed’ employer, committed to making lasting changes to our business creating a diverse talent pool. We work with partners through our community outreach, who are specialists in disability. An example is our work with Knightsfield School in Welwyn Garden City, a specialist school for deaf children.  We run at least 3 ‘get work ready’ events with them, as well as offer up to 4 work experience opportunities and onsite visits every year. For this contract, we will use existing initiatives (as well as others that are in development) to provide career opportunities for individuals from under-represented groups to address requirements for specific skills or roles with a focus on increasing skillsets through the life of the contract. This will include apprenticeships aligned to security and cloud/infrastructure departments, as well as industrial placements and graduate schemes for our ServiceNow Centre of Excellence, with specific focus on delivering cloud-based services to our customers. Our workforce for services delivered under this framework will have access to existing initiatives aimed at supporting in-work progression and development for those from disadvantaged/minority groups. For example, our gender diversity initiatives include our Growing Together programme, which over 150 women have been through so far, of which over one-third have been promoted or taken a new role within a year following the mentoring and coaching provided. We are also committed to driving racial equality across our business and the wider technology industry. We are a founding member of ‘Technology Community for Racial Equality’ which recently delivered a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.

Wellbeing

We understand how important employee Wellbeing is for a sustainable business model, therefore we are committed to creating a sustainable supply chain. Ensuring the wellbeing of our employees are looked after will positively affect productivity, recruitment, and retention rates. In November 2021, a designated UK wellbeing manager was appointed and has since launched our wellbeing strategy, which aligns with the Social Value Model and the 6 standards of the Mental Health at Work Commitment, signed in July 2021. We are actively implementing the enhanced mental health standards as recommended through the ‘Thriving at Work’ review, and NICE mental health at work guidelines, as part of our Wellbeing strategy. The strategy encompasses four pillars of wellbeing, mental, physical, financial, and social.  We are a Menopause friendly organisation and have created a support network for those in need. We have 109 Mental Health First Aid (MHFA) accredited staff in the UK, trained by Mind, who act as Wellbeing Champions providing mental health first aid support and promoting our wellbeing services which those delivering G-Cloud service provisions will have access to. These champions are from every business area and from different seniority. We hold events throughout the year organised by our UK wellbeing manager and Champions, which have included celebrating World Mental Health days, Menopause awareness, financial wellbeing webinars and sponsored events to raise money for our mental health charity partners. 2021 also saw the launch of our new groupwide app-based programme ‘Be Well’ which gives our people access to over 3,000 fitness, nutrition, health and wellbeing courses through Humanoo. Through this app we have launched an extremely popular groupwide step challenge and has encouraged our people to be more active, with over 35% of our workforce now using the app and covering over 1.8bn steps so far.

Pricing

Price
£60.00 a user a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Module dependant
Link to free trial
N/a

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