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Fusion Business Solutions

Service Management Improvements using Artificial Intelligence (AI/ML)

Managed Service utilising Fusion's Deep Learning Artificial Intelligence enabling organisations gain an in depth understanding how their Service Management systems support their customers, and to identify areas for further improvements. This service is data/systems agnostic, analysing structured and unstructured data to provide insights such as self-service performance and automation candidates.

Features

  • Natural Language Processing to analyse freeform/unstructured content
  • Deep neural network to identify insights across large data sets
  • Hundreds of machine learning algorithms focusing on IT Service Management
  • Historical and real-time analysis of data
  • Ability to predict SLA breaches
  • Ability to flag non-compliance data such for GDPR or PCI
  • Delivered as a managed service
  • Delivered as SaaS in secure Fusion cloud

Benefits

  • Understand and drive down mean time to resolution (MTTR)
  • Identify tickets likely to breach SLAs
  • Identify non-compliance GDPR/PCI data held in systems
  • Identify categorisation improvements
  • Prioritization of knowledge base
  • Identify services best delivered via self service
  • Greater transparency by supporting Service Integration and Management (SIAM) initiatives
  • Improving vendor performance visibility and identify key efficiencies
  • Identifying cross-vendor ticket hops ensuring that service levels are met
  • Identify opportunities for automation and associated business benefits

Pricing

£2,500 to £6,000 a unit a month

Service documents

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 robin.booth@fusiongbs.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

9 4 7 2 9 7 6 2 8 6 3 1 7 7 4

Contact

Fusion Business Solutions Robin Booth
Telephone: +44208 814 4888
Email: robin.booth@fusiongbs.com

Planning

Planning service
Yes
How the planning service works
Our Service Onboarding, charged as a one off activity provides the following:
1) Review and assessment of the required AI Talos Insight (use cases)
2) Onboarding customer onto the platform
3) Provide access and credentials for access to the service
4) Engagement model
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
Training can be provided if required. Please see our separate 'Cloud Training Support Services'.
Training is tied to specific services
Yes
Services the training service works with
BMC and related products

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
EBonding allows for integration of SaaS and cloud native applications with other cloud services or with on-premise systems. The ability to easily and quickly integrate on-premise and cloud services greatly speeds up cloud migrations and adoption.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
How the support service works
Our support organisation has over 50 FTEs providing 24/7/365 support across 3 geographical centres.

Service scope

Service constraints
No.

User support

Email or online ticketing support
Email or online ticketing
Support response times
The service offers a standard 15 minutes response time to acknowledge questions. Resolution times depend on the nature of the question.
The standard operating hours for the service are Monday-Friday 0900-1700 UK (excluding Bank Holidays).
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Basic support is provided at no extra cost and enhanced could be provided at extra cost.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
Awarded Oct 18, re-accredited Sep 23
What the ISO/IEC 27001 doesn’t cover
Our Statement of Applicability is available on request. It includes the management of information security relating to the provision of services and IT operations. Applicability to services provided remotely or on customer facilities are subject to individual assessment.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • SSAE 16 SOC 2 Type II
  • ISO 27017/27018
  • ENX TISAX Level 3

Social Value

Social Value

Social Value

Fighting climate change

Fighting climate change

Every customer of Fusion's Cloud services receives additional environmental benefits, contributing towards overall achievement of net zero greenhouse gas emissions.  Our services are 'pay as you go', driving efficient use of resources for customers who buy only what they need and when they need it, whilst our hosting services enable consolidation of infrastructure bringing opportunity for CPU optimisation and to drive down energy wastage.  

We seek to encourage customers to transition to a lower carbon footprint by analysing existing services to target high power-consuming services for transition to our Cloud services, so we can model costs vs cloud-tariffs to demonstrate value for money and environmental benefit.

For our customers, and our own staff and suppliers, we support environmental protection and improvement through the delivery of our Cloud services, which enable efficient working practices - such as flexible home working, with efficient remote access to critical business applications and with remote support - resulting in a smaller overall carbon footprint and a reduction in end-of-life IT waste for all.

Pricing

Price
£2,500 to £6,000 a unit a month
Discount for educational organisations
No

Service documents

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 robin.booth@fusiongbs.com. Tell them what format you need. It will help if you say what assistive technology you use.