NTT DATA UK Limited

Service Desk

NTT DATA UK provides IT Service Operations for Managed Services through its Delivery Centre. We deliver the following services:
• 24x7 Security Cleared Service Desk
• Governance, best practice (ITIL framework) via our Service Operations CoE
• ITSM tool agnostic to continuously improve end user services and deliver automation.

Features

• Automation & self-help via any connected device
• Dedicated analytics and innovation teams
• User support and operations management
• Proactive 'Ready for Business' health checks
• Capacity planning and modelling services
• Quality management to deliver customer satisfaction
• Customer experience led process design (Experience Level Agreements)
• Big Data and Fast Data solutions underpinning event management
• ISO20000, ISO 27000 & ISO 14001 certified

Benefits

• High first contact resolution
• Data driven; reduced ticket volumes per user
• Continuous improvement; Kaizen ITILv4 & Lean
• End to end analysis of user journeys and value chain
• Voice contacts for complex requests and issues
• High quality user experience
• CSAT strategy based on timely feedback and follow up
• High quality user experience with enhanced security
• Cost savings and productivity improvements
• One point of accountability for consistent support levels

£390 to £2,106 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 Nttdatauk.requirements@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

961543559144915

Contact

Tom Watson
+44 (0)20 7220 9200
Nttdatauk.requirements@nttdata.com

Planning

• Planning service: Yes
• How the planning service works: We leverage our cloud hosting and software delivery framework to help customers plan and migrate Service Desk toolkit to cloud/ shared services.; Discovery and Business Analysis:; • Requirements gathering and analysis on service desk process and operational requirements. ; • Strategy to enhance end-user experience; • We use discovery tools along with manual assessments to determine tool, hardware, software, process and data components and dependencies. ; • Migration plan which also includes a proof of value installation of the toolset; • Baseline the existing/ on-premise service for performance on tool, process and people; Service and Solution Design :; • Produce target service catalogue/ tree and Architecture including Business continuity; • Design the CMDB; • Design target operating model with revised tool workflows for all the ITIL processes. We design for governance, security and compliance; • Service design with revised service levels for availability, scalability and security; • Training plans and user guides; • Deployment/ migration approach – big bang or phased (process by process); • Define service assurance strategy including service oriented metrics and reporting
• Planning service works with specific services: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: NTT DATA has a framework for migrating Service Desk toolkits to cloud/ shared services.; The framework has the stages given below.; Requirements capture: ; • Requirements gathering and analysis on service desk process and operational requirements. ; • We also develop strategy to enhance end-user experience; • We use discovery tools along with manual assessments to determine tool, hardware, software, process and data components and dependencies. ; ; Analysis and Design:; Service designs (high level and low level) are produced. Following are the deliverables:; • Target Service catalogue/ tree and Architecture including Business continuity; • CMDB Design; • Target operating model with revised tool workflows for all the ITIL processes. ; • Service design with revised service levels for availability, scalability and security; • Business case with pros, cons and cost benefits; Migration Roadmap: ; NTT DATA will produce a high level migration plan with milestones for migrating the various workloads to the cloud. The key deliverables are:; • Deployment/ migration approach – big bang or phased ; • Define service assurance strategy ; • Service reporting and continuous improvement plans; Migration:; NTT DATA will use various tools and services for performing the workload migrations and/or building the new services in the cloud.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: NTT DATA has a proven service assurance framework to ensure that in service delivery the service level targets, objectives, contracts and requirements are being met. The framework is built on our suite of IP-driven solutions that provide deep insights, monitoring, analytics and automation.; • Performance Predictor solution: We deploy monitoring and reporting tools to predict performance and capacity problems before they occur ; • Through SLA and knowledge manger solutions, we conduct analysis of service levels and targets. We use our IP-driven tools like idea generator to identify and track ideas for service improvements.; • Through Incident Navigator solution we analyse availability, performance and configuration events to identify root cause. ; o Automatically identify repeat incidents; o Find root causes and eliminate then; o Monitor all application metrics in real-time; o Proactively identify and address trends affecting process performance and cost; • We also collate and analyse feedback from users to create service improvement plans. We have a tool called ECO that monitors customer and process interactions to automatically detect customer friction points; • For process improvements we use Kaizen process to identify eliminate waste

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
• Other security services:
  • Security Advisory
  • Security Compliance
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme
  • Other
• Other security testing certifications: OSCP

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: Any constraints will be highlighted as the service is developed further with the client

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: As per agreed Response SLAs Standard response SLA is 20 minutes
• 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: No
• Support levels: NTT DATA provide varying levels of support contract, each tailored to be the perfect fit for our customers’ requirements. NTT DATA offers a seamless, competitive, high quality support service backed by our ITIL certified service managers. NTT DATA have held continuous ISO20000 certification for IT Service Management since introduction of the standard and have a culture built on long term relationships with our customers. Our commitment to excellence and customer satisfaction won us the Service Desk Institute UK Small Service Desk of the Year 2015 & 4* Certification in 2016, 2017 & 2018.; Standard Service; • Incident and Problem Management; • Service Request Management ; • Automatic Escalation ; • Quarterly Service Reviews; • Quarterly Service Reports; • Service Level Agreement (SLA); • Vendor Product Support; • Service Account Manager; Optional Services; • Administration; • Quarterly System Health Checks; • Quarterly Application Audits; • Third Party Management; • Proactive System Monitoring; Response times; Priority Response Time Resolution; 1 20 min 4 working hrs; 2 20 min 8 working hrs; 3 20 min 5 working days; 4 1 hr 10 days; 24*7 Standard model could cost up to £290k; Service/Technical Account Manager - named individual responsible for the delivery of your Support Contract.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Amazon and Microsoft
• ISO/IEC 27001 accreditation date: Annually
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We understand that sustainable development is key to protecting our environment and our future. As part of our commitment to the UN Sustainable Development Goals, we will continue to conduct business with minimal environmental impact and will continually enhance environmental performance, with the aim of achieving Carbon Neutral status by 2035 for NTT DATA and by 2040 for our entire supply chain.; ; We are accredited to ISO14001 standard and adhere to a robust Sustainability/Environmental policy.; ; To support our commitment to fighting climate change, we will:; ; * Implement our Carbon Reduction Plan to support the Government’s aim of achieving Net Zero by 2050. We are reducing our carbon footprint by 32% (C02 Tonnes) by reducing travel, increased recycling, and minimising single-use materials. We will share our plan and annual reporting metrics as part of our reporting regime; ; * Monitor the carbon footprint of our Service team, measuring progress towards net zero greenhouse gas emissions; ; * Host education and learning events on Environmental and Social Governance with the buyer and our partners, to encourage collaboration on our journey to delivering environmental benefits; ; * Provide our Service team with zero-carbon travel options through our electric car scheme and cycle to work initiative; ; * Minimise our consumption of natural resources, and encourage the buyer and our partners to uptake similar recycle, re-use and waste reduction schemes to those we have implemented in our offices; ; * Comply with the relevant environmental compliance obligations; ; * Achieve the United Nations SDG 11 of ‘Sustainable Cities and Communities’ by 2030; ; * We also encourage our colleagues to make sustainable choices through education, funded volunteering and sustainable company benefits. These include cycle to work and EV salary sacrifice schemes.

  Covid-19 recovery

  The COVID-19 pandemic has amplified economic and social challenges across the UK. We are committed to delivering additional benefits that can aid the recovery of local communities and economies following the pandemic, especially through creating re-training and employment opportunities in the high-growth technology sector in which we operate. ; ; We will support business’s recovery by:; ; * Continuing to align our business and supply chain with the Prompt Payment Code, to ensure the cash flow position of our smaller business partners are not impaired by delayed invoicing; ; * Continuing to allow our supply chain partners to deliver with a location-agnostic model, enabling our partners to conduct business whilst working remotely in varied locations; ; * Supporting our people with flexibility around their location and working rhythm providing that Service commitments are met; ; We support local communities through initiatives such as:; ; * ‘The City Gives Back’, our project to bolster and expand the food bank run by Christ Church Spitalfields in the East End of London, supporting local families during the COVID-19 pandemic; to date we have raised over £50,000; ; We will support our people by:; ; * Continually reviewing and updating our flexible working policy, supporting a progressive return to work policy and providing our people with choice; ; We will create employment, re-training and other return to work opportunities for those left unemployed by COVID-19. This will depend on each contract, but recent examples include:; ; * Appointing FTEs from the ‘Route 2 Work’ programme – connecting individuals and communities who have been hit hard by COVID-19 with new education and employment opportunities in the tech sector ; ; * Running CV improvement classes and mock interviews for our young apprentices

  Tackling economic inequality

  Tackling economic inequality is critical to narrowing community disparity. Through inclusive and fair employment and training opportunities, we are committed to taking tangible actions to tackle economic inequality.; ; We will create employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas. This will depend on each contract, but recent examples include:; ; * Appointing FTEs from the ‘Route 2 Work’ programme – enabling disadvantaged individuals and communities to access education and employment opportunities in the technology sector; ; * Appointing FTEs from our Tech Academy programme – an Apprenticeship programme we run to retrain people from disadvantaged backgrounds, enabling them to gain experience within the high growth tech sector; ; To create opportunities for entrepreneurship and help new, small organisations to grow, supporting economic growth and business creation, we will:; ; * Actively identify suitable opportunities for SME’s to engage as part of any contract; ; * Continue to run global, regional and UK based innovation programmes such as the Supplier’s Open Innovation Contest (oi.nttdata.com) designed to identify and support innovative scale-up organisations; ; * Conform to the Prompt Payment Code throughout the course of delivering any contract, recognising our role in ensuring our smaller business partners are not disadvantaged by cash flow difficulties; ; We will support educational attainment, including training schemes that address skills gaps and result in recognised qualifications. This will depend on each contract, but recent examples include:; ; * Providing people with access to training and learning opportunities via our Udemy training platform; ; * Upskilling team members with Scaled Agile or vendor accreditation training (e.g. Microsoft, Appian)

  Equal opportunity

  We understand that identifying and tackling inequality in the workplace, by supporting in-work progression and championing Diversity and Inclusion in the technology sector, is vital to advancing equality in our people. We want our workforce to reflect the diversity of our society. Some highlights:; ; * We are ranked in the top 3% of companies for diversity and inclusion (Source: Financial Times); ; * 50% of our UK board are women; ; * 60% of our people business identify as BAME (Black Asian and Minority Ethnic); ; * We reduced the gender pay gap from 15% to 1.75% over 2 years; targeting 0% by end of 2024; ; We continue to close the inequality gap across our business and promote an inclusive working environment for all, through various initiative including:; ; * Continuing to proactively recruit people identifying as disabled – spanning mental health issues, dyslexia, dyspraxia and autism; this includes employment of physically disabled employees; ; * Committing a minimum of 5 additional training days per employee identifying as disabled, to assist them with developing skills relevant to the contract and working toward relevant qualifications, for example SaFE certification; ; * Committing 2,000 people-hours of free training for our UK-based staff on our Udemy platform to support the development of new skills; ; * Running a diversity and inclusion annual events calendar, which spans Women’s Business Network, Cultural Diversity, Mental Wellbeing and LGBTQIA+ forums; ; * Continuing to follow a well-defined process across the business to ensure that we comply with section 54 (“Transparency in supply chains etc.”) of the Modern Slavery Act 2015 (MSA); ; * Annually reporting on and communicate our obligations to our people on a regular basis, and review our compliance on an annual basis; ; * Continuing to operate an independent external whistleblowing service which can be used to register non-compliance

  Wellbeing

  We understand the importance of Wellbeing for our people, especially at a time of considerable change and instability. Wellbeing has UK Board level sponsorship.; ; For all contracts resulting from this framework we will leverage proven ways of working that promote physical and mental health, including but not limited to:; ; * A calendar of wellbeing activities spanning weekly meditation, ‘time to talk’ days, and coaching sessions on healthy eating; ; * Providing access to trained Mental Health First Aiders and Mental Wellbeing Champions, ensuring people have the right mental wellbeing tools and support; ; * Appointing a Wellbeing and Mental Health Champion for any contract resulting from this framework, ensuring mental health tools and support; ; * Encourage our people to take regular breaks and engage in physical activity throughout the day, such as: schedule a minimum of one ‘walk and talk’ meeting a day in the fresh air (either on their mobile or in person), block out time for lunch in diaries, schedule calls for 45 minutes to allow for 15 minute break between calls, take part in the quarterly company-wide ‘step challenge’, and participate in our weekly free, business-wide yoga and meditation sessions; ; * Involving the buyer in a joint community initiatives, including ‘The City Gives Back’, our initiative to support workers and families in the Spitalfields area with a foodbank service, tackling food poverty. To date we have raised over £50,000 for the local community. ; ; * Involving the buyer in the ‘Pride in the City’ initiative, of which we are proud sponsors. This supports the LGBTQIA+ community by providing a platform for meaningful discussions on how we can transform organisations to be even more LGBTQIA+ inclusive. We would invite the buyer to ‘Pride in the City’ events to share our experiences

Pricing

• Price: £390 to £2,106 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 Nttdatauk.requirements@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.