CGI

SAP Application Support Services

CGI provides SAP outsourcing, infrastructure hosting, systems integration, application management and support services ,with, comprehensive Applications support for all SAP Solutions including Business Suite (e.g. ECC) , SuccessFactors, Ariba, Concur, S/4-HANA.
Fixed or Flexible priced models with 24x7 support via onshore or offshore teams. ITIL change and incident management processes.

Features

• ITIL Incident and Change management with dedicated service manager
• Real-time Application monitoring with automated alerting and ticketing
• Complete infrastructure hosting services, for on-premise or Cloud solutions
• Optimisation services for best use of your SAP Systems
• Maintenance, support, development and enhancement services
• Integration expertise across a wide range of solutions/products
• SAP Organisational Restructuring and Data Management
• SAP Transformation, Upgrade and Migration Services
• 5* accredited Service Desk 12 years running
• Single-point of contact for complex environments, with multiple suppliers

Benefits

• World class delivery using an ISO certified quality framework
• Access to >3000 SAP consultants, with over 25+ specialisations
• Legacy SAP Support, collaboration with 3rd Party Maintenance Providers
• Reduced costs hardware/software operation - maintenance is our responsibility
• Flexibility and scalable support models to suite requirements
• Secured Systems, maintained, kept current with regular updates
• Effective, User-friendly processes which connects employees to business strategy
• Trusted partnership with client proximity model
• Collaborative working , engaging Managers, Employees and Citizens
• Reduced Ticket volumes, highly stable systems through automated monitoring

£510 to £1,610 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

869706435984511

Contact

CCS Frameworks Team
08450707765
uk.gen.ccsframeworks@cgi.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Our service is a mixture of public and private cloud. There are no specific restraints in general our service requires no more than an upto date browser and a decent internet connection (300 - 400 kbit/s recommended)
• System requirements:
  • Service is accessed through an internet browser and/or mobile app
  • Please refer to :
  • https://blog.sap-press.com/what-is-the-sap-fiori-launchpad

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Please see the Service Definition document for full details
• 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), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Via Skype for business
• Web chat accessibility testing: Tested by Skype
• Onsite support: Yes, at extra cost
• Support levels: Our Support Services cover both Infrastructure Hosting & Management as well as Application Management. Other areas of possible support include Project Services, Consulting/ Business Development and Business Process Outsourcing ; ; CGI is able to offer the comfort that, as well as having a structured methodology, our solutions will be delivered to an agreed set of performance standards backed by a specific Service Level Agreement (SLA) tailored to client requirements which will be regularly reviewed. ; ; CGI offers 4 levels of Applications Support ; L1 - First Line Support - Telephone helpdesk ; L2 - Second Line Applications Support ; L3 - Third Line Applications Support ; L4 – Management of Product and Vendor Support; ; Our support can be contracted for and consumed in a number of ways through our 5 star rated helpdesk service ( https://www.cgi-group.co.uk/news/cgi-retains-5-star-service-desk-accreditation-for-record-fifth-consecutive-year ) :; benchmark days – purchase of a 'pot' of consultant days at a preferential rate; ; fault fix – Incident Management Service; ; time & materials ; fixed price support – against a fixed scope of support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: CGI has proven and effective on and off boarding skills, tools, and methodologies. We have successfully transitioned Public Sector clients onto our infrastructures and services. ; For Infrastructure, Platform and Software requirements CGI has transition specialists who bring considerable experience onboard. The transition process is scalable and can be used for all sizes of on-boarding requirements. ; For Specialist SAP Services, CGI will engage directly with the client to ensure the full scope of the requirements is understood and agreed in advance of any engagement. We will work with senior stakeholders to define the necessary business outcomes and ensure the services are aligned accordingly. ; Our SAP team offer both project and Application Management services. From an Applications Management perspective, we incorporate a proven method of knowledge capture to ensure your SAP solution is well understood by our COE team. Through a series of Knowledge Transfer sessions, we focus on understanding the unique / specific aspects of your SAP Implementation. In parallel, our transition process ensures the service management processes are implemented for individual clients, and a stringent gated process to determine service readiness ensures a risk free on-boarding into our SAP support service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: SAP offers inbuilt tooling for data export, from simple Excel downloads built into the SAPGUI to more complex data transfer modules provided by the SAP native programming language ABAP.
• End-of-contract process: CGI has standard contract exit processes which ensure that all data is handed back to outgoing customers, and nothing is left available to CGI staff post-contract. These are based on standard checklists, further tailored to each customer's unique constraints. SAP system servers can be physically moved to the new customer, or data can be extracted by means of SAP standard tools.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: SAP are rolling out a unified way of accessing all services through a browser therefore there are few differences between accessing on a mobile, tablet or desktop
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: "SAP API software offers a simple, scalable, and secure way to create and manage APIs; Scale and govern access to enterprise data with improved policies, security, and traffic management; Give developers and business partners simplified access to back-end services and complex landscapes; Seamlessly integrate with SAP applications – and provide secure user access with single sign-on; makes it easy to create API proxies that connect to your enterprise data and back-end services, while protecting against threats"
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SAP applications are configurable and customisable however they require knowledge and experience. Our service offers buyers that insight and enables customisation and configuration to be done more quickly and at lower risk than doing it yourself

Scaling

• Independence of resources: Our solutions from SAP are load balanced at every tier in the infrastructure, from the network to the database servers. Database servers are also clustered for failover. This ensures the core SAP application maintains a good consistent response time. Our services also extend to monitoring response times of associated 3rd party systems so that clients can be sure that their end to end business processes are monitored for any response times issues.

Analytics

• Service usage metrics: Yes
• Metrics types: Service Level Agreements are in place at a contractual level. Monthly service reporting on all aspects of the service is a key item on the monthly service review agenda with your assigned Service Delivery Manager. This is built on a standard template report, with specific additions as required by the customer. This consolidates data from call resolution/response statistics from our Servicedesk, to technical metrics for performance/availability from the SAP monitoring architecture.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: SAP

Staff security

• Staff security clearance: Other security clearance
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All SAP datacentres are ANSI/TIA/EIA-942; Tier III+ rated facilities
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: CGI will export the data in an agreed format upon service termination in line with the agreed exit plan.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Direct to MS Word/Excel, XML, to file, CSV and i-DOC
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: CSV, XML, i-DOC and excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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
  • Other
• Other protection within supplier network: Data files send by secure FTP can also be PGP encrypted

Availability and resilience

• Guaranteed availability: Customers have the option to design and select HA and DR support services. SAP then guarantees that you will have full redundancy and recovery on the SAP Applications
• Approach to resilience: Servers are load balanced at every tier in the infrastructure, from the network to the database servers. Database servers are also clustered for failover
• Outage reporting: SAP offers a variety of ways to track ongoing service interruptions, plan for scheduled maintenance and more. Through the support website clients can:; ; Plan for upcoming maintenance windows with the Scheduled Maintenance for SAP ; Review the operational performance of your data center and data pool with the Availability and Response Time Reports for SAP ; ; Specific procures are in place for any critical incidents, of which a service outage is one. An agreed matrix of contacts (with time-specific contact methods, ie phone/email) is agreed during transition so that customers are alerted promptly and updated regularly throughout the course of any outage to the service.; ; Post-incident, root cause analysis of any outage is triggered automatically. Incident reports are generated within 48 hours, and more in-depth root cause reporting feeds into the monthly service review.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Other
• Other user authentication: SAP Cloud Identity Access Governance service enables authentication and single sign-on for SAP and non-SAP cloud-based applications and deployments. Reducing the risks and the potentially high administrative costs associated with multiple authentication processes is key here. Employees do not need to remember passwords for each application they access With comprehensive single sign-on, customers are able to cover basic authentication requirements as well as sophisticated security needs, such as digital signatures, 2 factor authentication and encryption.
• Access restrictions in management interfaces and support channels: Typically CGI has a link into the SAP application through our Remedy support portal. Access to this is restricted and it monitors access and provides appropriate safeguarding and reporting. No consultants can directly log-on to clients systems.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek Certification Limited
• ISO/IEC 27001 accreditation date: 28/03/2024
• What the ISO/IEC 27001 doesn’t cover: Nothing. Our certification covers the provision of outsourcing, project and consultancy services including development and delivery activities plus the management of people, technologies and physical security.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes. ; ; The ESMF is comprised of: ; A first level suite of security policies and security requirements that apply across the CGI enterprise. ; ; A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:- Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical"

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: CGI has a robust configuration and change management process adapted specifically for SAP Services. This will be agreed with the customer in a configuration plan deliverable. This records the roles/people responsible and the change process to be followed and if deviation from standard configuration is required. Deviation (change) requires signoff from both the client and CGI and is closely tracked.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: All CGI and customer managed systems are kept current with vendor patches (both operational and security) with vulnerability tests performed regularly. Systems are prioritized based on criticality of known vulnerabilities. All changes are strictly controlled through CGI’s change management process.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Please see the CGI - Security Operations Centre (SOC) - Protective Monitoring Service for full details of these processes
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: CGI has a very well-defined security incident management standard and supporting process to handle all phases of a security incident. Responsibilities are clearly defined at all levels. Priorities are established to ensure the timely resolution of incidents. Records of incidents are maintained and reported to senior management. Incidents considered to be severe (high priority) are managed through CGI’s Incident Management Centre (IMC), who coordinate/escalate all required parties based on priority. Collection/preservation of evidence is carefully observed throughout the process.; ; Incident exercises are performed regularly to ensure the process works as expected when needed.

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 v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  As a member of the Government Digital Sustainability Alliance, CGI leads others to protect and improve the health of our planet.; CGI in the UK has committed to achieve net zero by 2026, based on Science Based Targets (SBTs), achieving an 84% reduction in emissions across our operations from our 2019 baseline. We will use our Carbon Impact Tool to identify and track contracting body contract associated emissions, building these into our net zero plans to reduce any negative environmental impacts of contracts.; We have extended our climate change commitment into our supply chain such that 50% of our suppliers, by spend, will have set their own SBTs to reduce their climate impact by 2026. This will apply to suppliers we engage to support the delivery of call-off contracts. We are supporting suppliers through quarterly net zero knowledge sharing webinars. So far 23% of our suppliers, by spend, have set SBTs.; Our environmental engagement programme 'No Planet B' influences CGI members, clients, suppliers and communities to support environmental protection and improvement. We achieve this through activities such as litter picking and our tree and hedge planting programme where, together with clients and suppliers we have planted 19,500+ UK native trees. Our members partner with clients and suppliers on tree-planting days. We will invite contracting bodies and their ecosystem partners to participate in such activities, connecting them with the environment and increasing protection and enhancement awareness.; CGI's UN-supported research programme, Sustainability Exploration Environmental Data Science (SEEDS), brings organisations, academics and experts together to collaboratively devise/deliver environmental solutions. SEEDS is accelerating efforts to address climate change by researching climate mitigation solutions and waste reduction.; We will continue our partnerships with charities and Social Enterprises, including Canal and River Trust to mobilise action on environmental protection objectives through collaborating with local communities.

  Covid-19 recovery

  CGI continues to support our clients, local communities and charities with our programmes designed to assist their continued recovery and economic sustainability as a result of the COVID-19 pandemic.; Building on CGI’s wide experience in delivering STEM events for students, in 2022 we launched our CGI Young Dreamers programme working in partnership with government organisations and clients to support social mobility by broadening the future career prospects of students from underserved backgrounds. Young Dreamers aims to inspire young people and show the breadth of activities that could translate into STEM careers. It provides them with opportunities to enhance their skills, broaden their networks and gain confidence. It offers students industry insight, introducing them to professionals from a range of organisations and giving them a taste of how these professionals use STEM to solve real-life business problems. Our journey so far has involved over 1,400 students, supported by over 100 volunteers in three different UK locations. Students enjoyed the entire process and cited a range of skills where they felt they had progressed, including teamwork, communication, listening and presenting. We will invite contracting bodies to attend an annual Young Dreamers event to see first-hand the positive impact of the events.; CGI champions digital inclusion for all, taking actions locally to improve access to technology. We donate laptops to charities, including those that provide a home, training, work opportunities and individual support to people who have experienced homelessness. The donated laptops are being used by formerly homeless people supported by the charity to help with personal development including online training courses, IT literacy and job searching.

  Tackling economic inequality

  CGI prides itself on making positive impacts on the communities where we live and work throughout the UK, mirroring the Government’s levelling-up agenda. We are growing and diversifying our supply chains, recognising the benefits this brings to our clients, including offering better value for money and providing expertise and knowledge that promotes and delivers innovative solutions.; We will continue to provide new employment and training opportunities including professional, graduate and apprenticeships, ensuring STEM careers are accessible for all. To create new skills in the IT industry, we offer a range of apprenticeships and partner with several universities to deliver our Technology Industry Gold accredited Degree Apprenticeships.; We support social enterprises including Breakthrough, providing mentoring and interview skills to prison leavers, enabling them to become work-ready. We will continue to inspire the next generation of IT professionals through our STEM camps, held across the UK in partnership with underserved schools and communities. Our CGI Young Dreamers programme works in partnership with government clients to support social mobility by broadening the future career prospects of students from underserved backgrounds.; CGI supports the Government’s priority to grow and diversify supply chains by providing opportunities for smaller organisations to work with us in delivering key solutions to our clients. Since 2016 we have provided opportunities for over 600 SMEs. We are signatories of the Prompt Payment Code. Throughout our engagements, any change control will include a check on potential inclusion of SME, Social Enterprises or new businesses. This will, where appropriate, include advertising opportunities on Contracts Finder and Find a Tender. We also welcome input from our clients, as they often have valuable insight into supplier offerings. ; For transparency, we will report on the number, value and proportion of contract spend being undertaken by SMEs and Social Enterprises per call-off contract, to contracting bodies.

  Equal opportunity

  CGI is an Equal Opportunity Employer. We commit to:; • Continuing to measure and reduce our Gender and Ethnicity Pay Gaps; • Publishing our Voluntary Reporting Framework on disability, mental health and wellbeing; • Inclusive and accessible recruitment practices; • Investing in training and progression. ; CGI UK is closing its gender and ethnicity pay gaps year-on-year. Our mean gender pay gap is 6.8%, compared to 8% in 2021, surpassing the technology industry’s gender pay gap of 16%. Our mean ethnicity pay gap is 6.9%.; CGI is a Disability Confident Employer. Through recruitment, onboarding and development, we create an environment that enables members with disabilities to flourish. With a strong disability network, accessibility support and leadership commitment, we are determined that the projects we work on benefit from all talents and insights.; We will continue our partnership with Breakthrough, a social enterprise equipping prison leavers with skills to succeed in a long-term career within the technology industry. CGI supports this by hosting skills days at our offices covering mock interviews, presentation skills and public speaking.; Our inclusive and accessible recruitment practices encompass advertising vacancies within specialist communities, providing equal opportunities for underrepresented groups, and accommodating adjustments including additional assessment time and physical adjustments. We will promote our vacancies with communities including myGWork, a networking hub for LGBTQ+ professionals, and Evenbreak, a disability job board.; CGI invests in annual training that aligns with existing and emerging technologies. Our comprehensive learning and development platform provides members with learning pathways leading to certified qualifications. We will encourage rotations and secondments across industry sectors to upskill our members.; We continually review and audit our recruitment and supply chain practices to ensure our Modern Slavery commitment is delivered in practice. We will continue to instruct all CGI UK members to follow our Modern Slavery Policy.

  Wellbeing

  Health and wellbeing are critical to the success of our members and organisation. Therefore, we are committed to fostering a health-focused environment where all members can thrive personally and professionally. However, wellbeing is not an issue exclusively concerning our business; we are equally committed to supporting the wellbeing of the communities in which we operate. We achieve this by:; • Continually investing in programmes for our workforce, including ‘Oxygen’, our wellbeing centre of expertise, our 24/7/365 Member Assistance Programme, physical wellbeing activities and Workplace Adjustments.; • Extending health and wellbeing initiatives with our clients and suppliers.; • Promoting social wellbeing for local communities to support physical and mental health.; CGI is a signatory of 'The Mental Health at Work Commitment'. We will continue to invest in training to expand upon the 300 plus UK members who are certified Mental Health First Aiders. These members have developed a strong support network for their colleagues.; We will continue to invite our clients suppliers and communities to participate in initiatives that encourage the improvement of health and wellbeing. Examples include physical movement challenges and delivering knowledge-sharing events on health and wellbeing topics such as menopause and mental health in young professionals.; CGI funds a minimum of one volunteering day per annum for each member to support local initiatives or charities, making a significant difference to the communities in which we live and work.; We collaborate with our clients and suppliers to identify opportunities to support the wellbeing of local communities. An example of this is our kit sponsorship for local community groups and sports clubs. With a track record of aiding over a thousand different groups, our programme promotes connection, physical activity, teamwork, and community cohesion. This not only benefits individuals directly involved but also contributes to the broader community’s health and wellbeing.

Pricing

• Price: £510 to £1,610 a unit a day
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.