LTM UK & IRELAND LIMITED

SaaS

24+ years of experience delivering Digital transformation for our 275+ customers across industries. Our differentiators: Right Size: Big enough to scale small enough to be flexible. Our key SaaS platform capabilities include SalesForce, M365, D365, ServiceNow, SuccessFactors and SAP. Our capabilities include Consulting, implementation and end-to-end Managed support.

Features

• Self-serve reporting, AI lead development
• Authentication, authorization, encryption and logging
• Creating and editing content, Workflows and reporting
• Flexibility, scalability, performance and navigation systems
• Contact management, interaction tracking, lead management
• Document storage, information capturing, structuring and indexing
• Digital campus, student records and improved student self service
• Digital medical records, improved process and patient self service
• Easy modeling of processes and forms, enterprise architecture
• Project scope statement, risk assessment and management plan

Benefits

• Fast implementation & increased organizational efficiency
• Collaborative culture, customer focused engagements, contract efficiency
• Best shore resourcing with Global skilled workforce
• Flexibility, scalability, performance driven culture
• Transparency in governance and de-risked delivery
• Highly skilled, Certified and AI capable workforce
• Highly engaged, customer oriented executive management
• An equal opportunity employer with diverse 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 Gaurav.Setia@LTM.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

895011315714807

Contact

Gaurav Setia
447958225964
Gaurav.Setia@LTM.com

About the service

• Service categories:
  • Application Development and Deployment
    • Application development
      • Development languages, environments and tools
        • Development languages, environments and tools
      • Software construction components
        • Software construction components
      • Business rules management
        • Business rules management
      • Modelling and architecture
        • Object Modelling Tools
        • Business Process Modelling Tools
        • Enterprise Architecture Tools
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: We specialize in Consulting, planning, deploying and maintaining COTS, SaaS and custom-built hosted applications. Some of the leading products we implement are SalesForce, ServiceNow, M365, D365, SAP and SuccessFactors.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: We do not have any service constraints
• System requirements:
  • Fully Managed
  • Metrics/Logs/Alerting

User support

• Email or online ticketing support: Yes
• Support response times: As per agreed SLA
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: For one of the leading Dutch health technologies MNC, we have been involved in the testing of a web chat (Conversational AI) platform. key highlights: 1. Make use of a variety of utterances to ensure coverage of each intent leading to thorough responsiveness 2. Automated testing using page object model approach and automated scripts integrated into Azure pipeline enabling daily execution of bot health checkup scripts 3. Automated email trigger of execution results to the stakeholders, thereby ensuring any failure gets addressed as early as possible 4. Testing is done on different zoom configurations making sure the users with any configuration be able to see the compatible bot irrespective of the platform - desktop browsers, IOS and Android 5. Chatbot content, which is leveraged in the automation suite, is maintained in an excel file so that whenever there is a change in the content, it can be directly amended in the excel sheet 6. Common test steps and methods maintained in a separate file leading to 30-40% reduction in maintenance effort 7. Assistive technologies such as Soul machine being implemented to help achieve sentiment analysis through facial expression, speech synthesis markup language (SSML)
• Onsite support: Yes
• Support levels: We have three different support levels i.e. Gold, Silver and Bronze. Based on customer requirements and mutually agreed, support type will be provided. We provide technical account manager or cloud support engineer as required for the engagement
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: LTIMindtree will templatize onboarding and offboarding with fully automated, semi-automated & manual processes, which might involve the infrastructure updates. There would be some creative elements to onboarding for which we will work with Marketing team and other stakeholders. There are well defined training processes in place which involves virtual and offline sessions, internal training courses based on the roles and responsibilities before onboarding into a project. Exams, quiz questions, assignments are all part of these courses and LTIMindtree minds are provided course completion certifications. LTIMindtree also does a structure knowledge transfer based on the agreed timelines including plan, knowledge acquisition, reverse shadow and shadow support. User guide and manuals are provided in the internal portal which is easily accessible to all the LTIMindtree minds involved in the respective project.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• Documentation accessibility standard: WCAG 2.2 AAA
• End-of-contract data extraction: Through APIs, documentation would be available in PDF
• End-of-contract process: 1) Rate Card for UK is as per the guidelines given in the section "Standards for Consultancy Day Rate Cards". 2) Prices are exclusive of taxes and duties such as VAT, GST, Business tax, Sales and use tax, service tax, lease tax, custom duty and all similar taxes and duties. 3) Rates proposed are valid for a period of 12 months from the start of the engagement. End of each anniversary year, with mutual discussion rates are subject to annual increase and are linked to CPI - UK, CPI - India. 4) All Onsite services are rendered from premises owned by customer and customer shall make available, at no charge adequate facilities for LTIMindtree personal to work Onsite and will ensure that LTIMindtree personnel are assigned appropriate working space, IT equipment, including access to phone/fax/ email/ internet etc. 5) Price do not include cost of any customer specified background screening or checks; these shall be charged extra unless specifically communicated by LTIMindtree.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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: The services designed will be compatible for both desktop and mobile services
• Service interface: Yes
• Description of service interface: API CLI (Command Line Interface) used to interact with instance operation
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: Xxx
• User support accessibility: WCAG 2.2 AAA
• API: Yes
• What users can and can't do using the API: APIs are used for integrations and automations
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: We can customize our services through LTIMindtree MVC (Minimum Viable Cloud). Customer can define their own governance rules for each application and actions (Audit/Enforce/Remove). Some key feature of MVC are : Integrated solution for Cloud & Infrastructure process automation Manage the scale and complexity required for Cloud build, migrate, catalogues, management & Code Pipeline Enables cloud engineers and developers in delivering reliable and resilient implementations A policy engine that enforce policy across all the cloud services ~60% reduction in cloud environment infrastructure provisioning effort for variety of application architectures

Scaling

• Independence of resources: We do Health check parameters on regular basis and this guarantees that users are not affected by the demand

Analytics

• Service usage metrics: Yes
• Metrics types: Application Error Hit Count Average Response time 90 percentile response time Error Count Success- Failure count Request/second
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: User can export their own data through APIs
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • HTML
  • PDF
  • XML
  • JSON

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

Availability and resilience

• Guaranteed availability: We will adhere to hyperscaler uptime SLA. Refer below https://azure.microsoft.com/en-in/support/legal/sla/summary/ https://aws.amazon.com/legal/service-level-agreements/?aws-sla-cards.sort-by=item.additionalFields.serviceNameLower&aws-sla-cards.sort-order=asc&awsf.tech-category-filter=*all If we don't meet guaranteed levels of availability hyperscalers refund as service credits.
• Approach to resilience: We design, build and support solutions in Cloud by leveraging resilient cloud infrastructure such as Datacenter, Storage, Network and compute sub systems.
• Outage reporting: Service Health Dashboard, API and Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: We restrict access using RBAC, SSO
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)

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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: LTIMindtree is an ISO 27001:2013 Information Security Management System certified at entity level and based on this standard, information security policy/framework has been published on intranet portal accessible to all LTIMindtree employees. LTIMindtree has dedicated corporate security team led by CISO to drive information security program that empowers to defend with next-generation cybersecurity programs against the escalating threat of modern cyberattacks. We perform internal audits and engage third parties to ensure compliance against the standards and regulations that we are certified to. We also perform periodic risk assessments by third party across the organization to ensure our security posture remains intact with the emerging threat landscape. LTIMindtree provides necessary training and awareness to their staff on their security responsibilities. Every LTIMindtree user (permanent employee or sub- contractor) must undergo the awareness training annually on Information Security and Data Privacy.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: In configuration management, the focus is on the effective and efficient provision of IT services. The scope of service assets involves such things as IT services and related items. Configurations include individual and group combinations of historical, current, and future proposed or planned versions of hardware, software, locations, people, documentation, enterprise-wide activities, and supporting information. The change management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes and minimizes the impact of change-related Incidents upon service quality. This improves the day-to-day operations of the organization by allowing implementation of authorized changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Security vulnerabilities is a process that needs to be performed continuously in order to keep up with new systems being added to networks, changes that are made to systems, and the discovery of new vulnerabilities over time. The approach consists of 4 stages: 1. Discover: organizing all the company assets and uncovering any forgotten devices. 2. Prioritize: Is used to rate the severity of CVEs 3. Assess: Gaining timely, efficient access to the information 4. Report: Variety of customizable reports and dashboards. 5. Remediate: The goal is to monitor vulnerabilities, assign tickets, and manage exceptions.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: LTIMindtree's protective monitoring approach: • Real-time log management and analysis • Built-in metrics observability at scale • Managed service for running and scaling Prometheus • Monitor and improve your application's performance
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: Yes
• Incident management approach: Incident Management Approach: • All incidents are logged, classified, and assigned as per defined guidelines. • KEDB is used to match the known errors during incident resolution. • Generate problem record for critical and high priority incidents. • Improve the quality of log notes, resolution codes, closure codes etc. • Based on pre-defined guidelines, take collective decisions to upgrade the priority of an incident or to change an incident to a Major Incident • Actively drive the RCA activities and Major Incident report generation pertaining to Major Incidents • Identify pitfalls in process, operations and automation and drive service Improvements

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)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 1%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 1%
• Between £2,500,001 and £5,000,000: 1%
• Over £5,000,001: 1%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Bureau Veritas
• ISO/IEC 27001 accreditation date: Monday 17 May 2004
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Bureau Veritas
• ISO 9001 accreditation date: Friday 30 March 2007
• What the ISO 9001 doesn’t cover: NA
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• PCI DSS certification accredited by: Cross Bow Labs
• PCI DSS accreditation date: Thursday 24 April 2025
• What the PCI DSS doesn’t cover: NA
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 8c64672d-ef14-4775-93f6-f572780bd407
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 1b386882-340f-4dc9-92ee-3831fddd71d0
• Other security certifications: Yes
• Any other security certifications:
  • SSAE-18 SOC2 Type II
  • ISAE 3402/SSAE-18 SOC1 Type II
  • ISO 27701:2019
  • ISO 22301:2019

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Working conditions which promote an inclusive working environment and promote retention and progression
• 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.

  • 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

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 Gaurav.Setia@LTM.com. Tell them what format you need. It will help if you say what assistive technology you use.