CTMS

Resolve Actions Express (IT Automation) Software

Resolve is a leader in Intelligent IT Process Automation. Resolve Actions Express is a purpose-built automation platform to empower your IT teams to move fast and scale easily. Quickly automate your common IT processes with out-of-the-box accelerator packs, 100’s of integrations and using no/low code configuration.

Features

• Purpose built intelligent automation for IT
• Easily build powerful workflow automation using No Code
• Rapidly build IT Automation using pre-built use case accelerator packs
• Capture every IT procedure step automatically without manually logging anything
• Drag-and-drop your way to IT Automation without developers
• Extend IT Automation process complexity with Low Code configuration
• Connect to existing IT infrastructure with 100s of pre-built integrations
• Easily add your own integrations
• Cloud library of over 5,000 pre-built IT automation components
• Machine learning-based Recommendation Engine determines which processes to automate

Benefits

• Easiest and fastest way to automate your IT processes
• Automate an audit trail for compliance and governance
• Benefit from the advantages of using a SaaS Automation Platform
• No infrastructure installation costs
• Rapid time to value
• Have your first automation up and running in days
• Low total cost of ownership
• Empower IT teams to automate day-to-day processes
• Address IT skills shortage with prebuilt components and No Code
• Scale from simple runbooks to the most complex processes

£65,000 an instance

• 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 david.keen@ctms-itsm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

864617279383883

Contact

David Keen
01189338070
david.keen@ctms-itsm.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: (1) Planned maintenance & updates/upgrade. (2) In order to perform actions within your corporate network environment (eg: to reset a password with on-premise Active Directory) a “Remote Executor” software service needs to be installed onto an on-premise Windows server.
• System requirements:
  • Resolve Actions Express SaaS is delivered over the internet.
  • Resolve Actions Express SaaS user access is browser based.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Responses based on priority and under standard support contract: (P1) 1 hour, (P2) 8 hours, (P3) 16 hours, (P4) 48 hours. P1 covers 24x7 and responses for P2 - P4 are during business hours (excludes weekends). Telephone support is available ONLY for P1 issues and is the only channel available for raising a P1 issue.
• 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: 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: None or don’t know
• How the web chat support is accessible: Via Self Service Portal
• Web chat accessibility testing: None
• Onsite support: No
• Support levels: STANDARD SUPPORT (included in subscription price) Included in the product cost is access to Resolve’s Customer Support Portal, which includes areas to interact with the portal and the user community such as message boards, forums, bulletin boards, training modules, support case management, product specifications and product documentation. ENHANCED SUPPORT is available at an extra cost of 25% of the subscription price which includes an improved response time (50% of Standard Support). Also includes a dedicated Success Manager and Content Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding a new customer provides access to eLearning modules, academy, training videos, and a login to the Resolve Customer Support Portal (for forums, documentation, etc)
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Customers can export data using the built-in Import/Export feature. A complete backup of the SQL Database can be requested via the Customer Support Portal.
• End-of-contract process: Customers can export data using the built-in Import/Export feature. A complete backup of the SQL Database can be requested via the Customer Support Portal. After 30 days, all content, data, and the instance will be deleted.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface enables configuration of the platform, via the browser interface.
• Accessibility standards: None or don’t know
• Description of accessibility: Using an internet browsers
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: The API service allows for ingesting of data from remote 3rd-party services, and initiating workflows or automations.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can fully customise the integration workflows for automating IT processes through building their own workflows and integrations using prebuilt actions or integrations using no code or creating their own actions and integrations using low code.

Scaling

• Independence of resources: Each Customer has their own tenant and resources specifically assigned to them. There is no sharing of data or resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Uptime, number of executions, etc
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Resolve Systems

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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• 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: Solution is hosted on Microsoft Azure service. The full details can be read about the physical security measures implemented by Microsoft in the official Azure documentation: https://docs.microsoft.com/en-us/azure/security/fundamentals/physical-security.
• Data sanitisation process: Yes
• Data sanitisation type: 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: Users can export data using the built-in Import/Export feature. A complete backup of the SQL Database can be requested via the Customer Support Portal.
• Data export formats: Other
• Other data export formats: Complete SQL Database backup through request to Customer Support Portal
• Data import formats: Other
• Other data import formats: N/A

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: Service outages are very rare but can happen. Depending on the Service Contract, uptime is guaranteed from 99.00% up to 99.999%, excluding excused downtime.; If Customer’s production instances of the service fall below the Availability SLA during a calendar month, Customer’s exclusive remedy for failure of the Subscription Service to meet the Availability SLA is to the request; that either: (1) the affected service term be extended for the number of minutes the service was not available in the month in accordance with the contracted Availability SLA; or (2) Resolve Systems issue a service credit to the; Customer for the dollar value of the number of minutes the service was not available in the month in accordance with the contracted Availability SLA to the next invoice for subscription fees.
• Approach to resilience: Solution is hosted on Microsoft Azure service.
• Outage reporting: Resolve will notify Customers directly by email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Application-internal authentication or integrated with customers Active Directory.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IQNet
• ISO/IEC 27001 accreditation date: 30/12/2019
• What the ISO/IEC 27001 doesn’t cover: Included in this certification is the development of automation & orchestration remediation platform, sales, support and customer success. Other areas of the business are excluded.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Pending SOC2 Certification

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Pending SOC2 Certification.
• Information security policies and processes: Policies and procedures are handled in our IT InfoSec Policy document, titled "Resolve InfoSec Policy.pdf" which can be requested.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change process includes a security step in early stages where change/feature is studied prior moving the task into implementation. In implementation Security is reviewed as a part of merger request process. Devops pipeline includes security assessment for 3rd party libraries used.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In addition to using VeraCode, also have regular penetration tests executed by independent 3rd-parties.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is based on two levels: the standard level provided by Azure Cloud Services and additional level provided by Resolve.
• Incident management type: Undisclosed
• Incident management approach: For reporting of Resolve SaaS incidents: any security-related incidents, violations or weaknesses, are to be reported to the Resolve Systems Information Security Officer immediately. Assessment and notification of the impact must be provided to the Customer point-of-contact no later than the following business day.

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: No

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  We ensure that employees understand their obligations and assist the Company in putting its commitment to equal opportunities and diversity into practice. We aim to treat everyone equally and to ensure that no job applicant, employee, worker or client is discriminated against on the grounds of a protected characteristic in accordance with all statutory requirements and any relevant codes of practice. Protected characteristics include: Age, Disability, Gender reassignment, Marriage and civil partnership, Pregnancy and maternity, Race (including colour, nationality, and ethnic or national origin), Religion or belief, Sex, Sexual orientation. In addition, we aim to ensure that no job applicant, employee or worker is treated less favourably or placed at a disadvantage on the grounds of their part-time status. This applies in the advertisement of jobs, recruitment, appointment, provision of benefits, allocation of training, promotion, disciplinary proceedings, dismissal, conditions of work, pay, giving a reference, the provision of goods or services and every other activity and aspect of employment.

  Wellbeing

  Happiness, wellbeing, and work life balance of our employees are important in our organisation. We measure employee engagement regularly and have one-to-one discussions in each team to make sure we know how employees are coping and what is relevant to them and their work. We offer good benefits, as equal as possible, to promote the wellbeing, workability, and health of our employees.

Pricing

• Price: £65,000 an instance
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 day Cloud hosted trial
• Link to free trial: Sales@ctms-itsm.com

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 david.keen@ctms-itsm.com. Tell them what format you need. It will help if you say what assistive technology you use.