CTMS SERVICE MANAGEMENT LTD

HappySignals Experience Management Platform (SaaS) - supplied by CTMS, authorised partner

The HappySignals Experience Management Platform measures the experience end-users are having across all IT touchpoints in real time and share experience data with all stakeholders. This SaaS service is hosted by HappySignals and CTMS provides the service as an authorised reseller.

Features

• Measure end-user experiences, lost time across IT touchpoints
• Use ticket-based and pro-active surveys to continuously measure IT
• Collect experience data with ready-made surveys
• Measure the user experiences continuously and automatically
• Understand IT sentiment trends in real-time
• Combine experience data with operational data from your ITSM tool
• Enables you to manage XLA (Experience Level Agreement) targets
• Drill down into problem areas in a few clicks
• Share real-time Experience Data with colleagues, partners, stakeholders
• Benchmark your IT globally against other HappySignals customers

Benefits

• Understand where and why your end-users are unhappy
• Understand where people lose productivity,
• Shows the impact of a human-centric culture in IT
• Proves the true business value of IT.
• Drives continuous improvement based on actionable experience data
• Builds trust and cooperation to reach common goals.
• Enables you to focus on XLAs as well as SLAs
• Improve and achieve business outcomes
• Improve and set experience targets
• HappySignals customers make on average 26% improvement in productivity

• Education pricing available
• 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 15

Service ID

919027982996509

Contact

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

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

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: Integrates with ITSM tools
• Cloud deployment model: Public cloud
• Service constraints: Integrations for Service Management platforms limited currently to ServiceNow, Ivanti Neurons, FreshService, Jira, BMC Helix.
• System requirements:
  • Web browser
  • Integration with Service Management platform

User support

• Email or online ticketing support: Yes
• Support response times: Incident response is same day or next working day if after 17:00 EET. The most critical incident in HappySignals solution would be a case where employees are not able to give any feedback. If this would happen, fixing this issue would immediately be of highest priority at HappySignals. Target resolution time is 2 hours. For all other ticket priorities, expected resolution time is always communicated in the first response. Maximum resolution time is 5 working days for non-platform related issues.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Support is 09-17:00 Mon-Fri. Extended Weekend support (09-17:00 Sat-Sun) is available: £250 per hour with a minimum of 3 hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Provides free onboarding assistance via a customer success manager. Remote Training by Customer Success. User documentation, videos. Provides ITXM Foundation Course & Certification and FREE courses about human-centric IT experience management.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The service holds no data of the users responses to surveys, that can be linked to the users (anonymized). For customer data and analytics users, the data can be downloaded via the service.
• End-of-contract process: Customer Service instance is deleted with all data according to contract.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Provided directly by success manager, or downloadable / accessible from HappySignals website.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: On mobile devices there are some limitations for the Analytics features of the product. For Surveys none.
• Service interface: No
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: Customer can access Survey Responses API, none for Survey responders.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Limited customisation including name of reporting topics, targets, milestones for Experience Management

Scaling

• Independence of resources: The service is by design highly scalable and technical measures are in place to ensure the performance level in all situations.

Analytics

• Service usage metrics: Yes
• Metrics types: Uptime, response rates, number of responses
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Analytics users can download the response data if authorized.
• Data export formats: CSV
• Data import formats: CSV

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: SLA's set according to contract with the customer. Survey availability is 99.9%.
• Approach to resilience: Available on request
• Outage reporting: A public dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Interfaces and support channels For the HappySignals Experience Management Platform Role based access controls controlled by the Customer. Support channels is open for all users.; Maintenance and support access is also role based, maintenance access is for named technical staff, support access is for support function only.
• Access restriction testing frequency: At least once a year
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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: At least 12 months
• Access to supplier activity audit information: You control when users can access 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

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: HappySignals follows the ISO 27001 security policies and process. Detailed information is available upon request
• Software Security Code of Practice: Yes

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: Current production version is subject to weekly automated vulnerability tests, results are reported directly to DevOps team which prioritizes and mitigates any vulnerability according to impact. Also, vulnerabilities are reported by automation by our Cloud service providers tools/services. Patching is done according to impact: Critical as soon as possible, intermediate in 2 working days. Security patching is automated on servers and is daily.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Microsoft Security Center and Defender for Cloud is used to detect anomalies and compromises. Detected issues are reported automatically to security/devops teams which will start investigation during same day.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident and security Response Process predefined. User Report Incidents by email to support@happysignals.com. Incident reports are provided by request.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Maximum 3 month trial, subject to approval. Full production license for ticket based surveys. Full access to HappySignals Platform. Minimum number of users 5000. Contact sales@ctms-itsm.com

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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.