Identity E2E

Service Management Accelerator - Atlassian Tooling Services

Extensive Solutions for Management Services, utilising JIRA Service Management. Our provisions cover Assistance, Catalogue of Services, Management of Incidents and Alterations, and smooth Transition of Services. Proficiency in API merging, mechanisation, and custom coding of Atlassian applications. We guarantee effective procedures for heightened consumer satisfaction and seamless integration of services.

Features

• Catalogue construction streamlines service offerings for intuitive access.
• Incident management promptly addresses issues, minimising downtime efficiently.
• Swift request handling ensures customer satisfaction with seamless resolutions.
• Change management tracks and manages changes robustly for effective adaptation.
• Service Transition guarantees smooth transition to live operations.
• JIRA Service Management Premium enhances functionality.
• API integration improves workflow automation across systems seamlessly.
• Automated processes boost efficiency, reduce manual workload effectively.
• Atlassian apps tailored to business needs with bespoke coding.
• Comprehensive analytics inform decision-making, driving continual improvement.

Benefits

• Operational efficiency increased, optimising resource utilisation for better outcomes.
• Reliability and stability enhanced, minimising disruptions through proactive management.
• Customer satisfaction elevated, providing timely resolutions and personalised experiences.
• Risks reduced, compliance improved with robust change management practices.
• ransitions ensure smooth service delivery, fostering continuity and reliability.
• Advanced features of JIRA Service Management leveraged for superior quality.
• Agility and adaptability enhanced with seamless integration and customisation options.
• Teams empowered with automation for improved performance.
• Tailored solutions meet unique business requirements, maximising value.
• Detailed analytics facilitate decision-making, strategic planning effectively.

£250 to £1,250 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 framework.contracts@identitye2e.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

909575674266115

Contact

Peter Wales
02036420195
framework.contracts@identitye2e.com

Planning

• Planning service: Yes
• How the planning service works: Our planning service centres on grasping your business processes and team dynamics, customising Atlassian solutions to fit. Beginning with requirement analysis/validation, through configuration, training, and documentation, our Atlassian specialists shepherd you through each Service Management Maturity phase. We emphasise not only functional solutions but also user-friendly tools for consistent maintenance.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • JIRA Service Management (Cloud)
  • Atlassian Assets (Formally known as "Insite”)
  • Forge Application hosting or Connect (Atlassian Apps)
  • Atlassian Automation
  • JIRA Software
  • Add-ons for the Atlassian software
  • AWS
  • Azure

Training

• Training service provided: Yes
• How the training service works: After successful UAT, our training service is tailored to empower users in comprehending JIRA Service Management's simplicity. Users learn to create and report on various Service Management aspects: Change, Incident, Problem, and Service Request. Service Management Agents receive training to handle all service management components according to identified processes. Additionally, Service Transition teams are trained to ensure services are properly supported throughout the transition lifecycle, preventing premature promotion to production systems.
• Training is tied to specific services: Yes
• Services the training service works with:
  • JIRA Service Management (Cloud)
  • Atlassian Assets (Formally known as "Insite”)
  • Forge Application hosting (Atlassian Apps)
  • JIRA Software
  • Add-ons for the Atlassian software

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Leveraging 60+ years of collective experience, we aid clients in atlassian migrations. Our expertise, refined through diverse use cases, ensures meticulous data integrity. With a devoted team of Atlassian and Service Management experts, we prioritize operational peace of mind, minimizing downtime and user disruption.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • JIRA Service Management (Cloud)
  • JIRA Service Management (On Prem - server / datacenter)
  • Add-ons for the Atlassian software

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: How the quality assurance and performance testing works = Embedded within our deployment projects, quality assurance testing ensures flawless solution implementation. Acknowledging challenges in new solution adoption, our teams offer comprehensive support, conducting meticulous testing and guiding you through user acceptance testing (UAT) to resolve any lingering issues. During configuration, access to the test environment provides real-time feedback, allowing precise tailoring to your needs. Prioritising transparency and control, all changes undergo rigorous testing before production release, ensuring a seamless transition devoid of disruptions.

Security testing

• Security services: Yes
• Security services type:
  • Security design
  • Security testing
  • Security incident management
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Atlassian JIRA ecosystem

Service scope

• Service constraints: Tailored to customer requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLAs can be tailored to individual customers' needs
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: Yes, at an extra cost
• 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: Tailored to customer requirements
• Web chat accessibility testing: None
• Support levels: Tailored to customer requirements

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to playing our part to fight climate change and protect the environment. We have a carbon reduction plan aligned to the government objective to achieve Net Zero emissions. Our fighting climate change / pro-environment measures include: • Reduce carbon emissions by replacing our company car fleet with fully electric vehicles • Avoid unnecessary travel by encouraging remote working / online meetings when possible and supporting principle of localisation • Avoid wasted heating and lighting impacts by continuing with managed office strategy • Produce little to no waste in our business activities by continuing our commitment to a paperless office • Build awareness amongst our workforce of the impact of their decisions on our journey to Net Zero • Conduction emissions monitoring and reporting in the yearly update to our Carbon reduction plan • Influencing employees to set their own carbon reductions targets in line with our commitment to achieving Net Zero

  Tackling economic inequality

  In order to create employment and training opportunities particularly for those who face barriers to employment and/or who are located in areas of economic inequality, IdentityE2E focusses on and supports the following: • AWS re/Start workshops for those retraining, including those who face barriers to employment, such as prison leavers • Remote working, enabling those located in deprived areas to more readily access employment opportunities • Measures to ensure equality and accessibility • Educational attainment, including training schemes that address skills gaps and result in recognised qualifications • Promotion of awareness of recruitment opportunities, relating to known skills shortages or in high growth sectors • Mentoring, CV advice, interview practice, careers guidance and volunteering opportunities to support in-work career progression and development, including into areas of known skills shortages and high growth • Apprenticeships, work placements • Recruitment practices and employment conditions to attract candidates from all backgrounds, minimise turnover of staff and improve productivity

  Equal opportunity

  IdentityE2E is fully committed to supporting and promoting diversity and equal opportunity for all, and compliance with equality legislation including safeguarding of protected characteristics. IdentityE2E recognises that discrimination and victimisation is unacceptable and that it is in the interests of the Company and its employees to utilise the skills of the total workforce. It is the aim of the Company to ensure that no employee or job applicant receives less favourable facilities or treatment (either directly or indirectly) in recruitment or employment on grounds of age, disability, gender / gender reassignment, marriage / civil partnership, pregnancy / maternity, race, religion or belief, sex, or sexual orientation (the protected characteristics). Our company policies cover Diversity and Inclusion and how important it is that everyone working for IdentityE2E understands about equality and diversity and how to operate in a non-discriminatory and inclusive way. As an experienced Government supplier, IdentityE2E has been complying with central Government policy and behaviours in relation to Equality, Diversity and Inclusion, supported by the necessary legislation, since the formation of the company. Our company policy documentation and considerations cover the relevant themes and aspects of Diversity and Equal Opportunities, including: • Objective of policy • Designated officer, communication and reporting • Definition of discrimination • Types of discrimination • Unlawful reasons for discrimination • Positive action in recruitment • Reasonable adjustments • Responsibly for the implementation of our company policy • Action taken when discriminatory behaviour is suspected or reported • Advice and support available on discrimination

  Wellbeing

  IdentityE2E has a foundation of strong social and moral values, with a focus on looking after our teams and their families and to improve their health and wellbeing during their employment/engagement with us. To demonstrate action to support digital wellbeing and physical and mental health, IdentityE2E undertakes we encourage our teams to: • Take screen breaks at regular intervals • Use tools provided by Google/Apple to place limits on device usage and allow quiet times • Take suitable meal breaks • Ensure appropriate exercise and fresh air • Use conversations rather than relying on email/text • Attend company team-bonding/celebrating success social events • Insist on suitable breaks during the Christmas, Easter and summer periods. (As a company, we embrace the “furlough” periods.) The company ethos described in the opening paragraph derives directly from the personal convictions of the Executive Directors and, therefore, flows “top down” throughout the company and our team. It is this cornerstone from which the ability to influence staff, suppliers, customers and communities to support health and wellbeing, including physical and mental health is derived. An example is the company’s outward-looking focus and significant involvement in charitable activities. At a personal level, members of our teams are assigned a buddy or mentor during their initial period of induction. This helps to alleviate stress and pressure that accompanies starting a new role. The relationship established continues thereafter and provides another mechanism for influencing and monitoring wellbeing.

Pricing

• Price: £250 to £1,250 a unit a day
• Discount for educational organisations: 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 framework.contracts@identitye2e.com. Tell them what format you need. It will help if you say what assistive technology you use.