Efecte AB

Efecte Cloud Based Service Management

Efecte offers a comprehensive suite of cloud-based solutions, including IT and Enterprise Service Management (ITSM & ESM), Identity and Access Management (IAM), and Conversational IT. With our innovative and scalable solutions, organizations can streamline operations, enhance productivity, and achieve digital transformation goals.

Features

Incident Management
Service Request Management
Identity Governance and Administration(IAM)
IT Service Management(ITSM/ITAM)
Problem Management
Service Catalogue Management
Change Management
Enterprise Service Management
Remote access
Conversational AI

Benefits

Service management platform based on true Cloud technology
Best customer service, performance, and secure data policies
Quick to implement ITSM ITIL4 ready with 19 certified practices
Centralized service-desk with a self-service portal
Certified baselines for ITSM, a no-code technology
Wide range of integrations offered
A multi-tenant platform offering comprehensive solutions
Conversational AI solutions (AI/ML/GPT/NLP) to assist agents and end users
Visual drag-and-drop workflow builder
Intuitive embedded graphical reporting engine

£41 to £58 a user a month

Education pricing available
Free trial available

Service documents

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Framework

G-Cloud 14

Service ID

Contact

Efecte AB Harri Väänänen
Telephone: +358456443999
Email: sales@efecte.com

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: The Efecte cloud service is subject to planned maintenance. Such periods are scheduled and communicated to customers before the period. During this period, the service will have one or more hours of downtime within the announced time frame. Maintenance is communicated two weeks before it is conducted in test and production environments. Maintenances contain Efecte version upgrades, platform software upgrades, and security fixes and are executed approximately three times a year.
System requirements: End-user devices with latest supported browser versions

For Private Cloud hosting, Efecte will provide requirements

User support

Email or online ticketing support: Email or online ticketing
Support response times: Service hours are between 8am-5pm weekdays UK Time (holidays excluded). In addition, Efecte services are monitored 24/7 and guaranteed availability is min 99%. During service hours the Service Level Targets for incidents are measured for Response and Resolution. SLA varies depending on the service level and incident priority. Response time means the time between Efecte’s receipt of an incident until the incident is assigned to a support service personnel or escalated to another support group. Resolution time means the time between Efecte’s receipt of an incident until the incident is resolved or operation restored with a workaround.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: There are three support agreements available for the Efecte service. All provide a minimum availability of 99% with 24/7 monitoring.
Standard: 99% guaranteed availability (24/7) Service Desk (8am-5pm UK Time)
Plus: 99.9% guaranteed availability (24/7) Service Desk (8am- 5pm UK Time)
Premium: 99.95% guaranteed availability (24/7) Service Desk (8am-5 pm UK Time)
Support available to third parties: Yes

Onboarding and offboarding

Getting started: We can provide onsite, online and digital/video trainings. There are both public trainings and customer specific trainings that are offered to users, administrators and business roles. Our standard training path includes Administration courses for Efecte Service Management and Self Service Management for which we also offer Certification tests. In addition we have Visual Workflow Management, Advanced Administration courses as well as courses for other products in our portfolio. In addition we can tailor courses based on customers need.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Users can extract their data at any time, on request, up to 30 days after the contract has ended unless otherwise agreed in the customer contract. Once extracted, Efecte will destroy all remaining data used to provide the service. If a user initiates no extraction, the Efecte service will conclude in 30 days, and all data will be destroyed.
End-of-contract process: Efecte customers procure user credit rights for Efecte’s proprietary software (user licenses) for an initial given fixed period, a quarter, a year, or multi-year, which is typically 24-48 months. The user licenses provided include full use of the service Efecte’s proprietary software per the terms and conditions of the granted user licenses and related support contract services. After the initial fixed period, the agreement shall renew automatically for a period of 12 months at a time. The contract can be terminated by notifying Efecte at least three (3) months before the end of the then-current fixed period. If licenses are not consumed within the notice period, these are not refunded once the contract has ended.

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: The end-user UI (self-service) is accessible via mobile browsers. The Agent UI is supported on mobile with restrictions.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Efecte Self Service Interface: Enables end-users to report incidents, create service requests, track their status, and access a comprehensive knowledge base. It includes an AI-driven chatbot for interactive support.

Efecte Full Service Interface for Agents: Essential for support analysts and teams, this interface efficiently manages all support processes. It integrates generative AI tools to enhance productivity, streamline workflows, and improve service delivery outcomes.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: As new features are added, accessibility for people with disabilities can be tested through every customer’s QA instance prior to release into Production.
API: Yes
What users can and can't do using the API: Efecte REST API is published and is available for developers, vendors, and partners to develop their own integrations. REST API interface may be used to build and operate point-to-point integrations between the Efecte environment and Customer’s other individual information technology environments. Efecte REST API interface may not be used to circumvent or subvert any licensing limitations, including but not limited to employing any software or technique to pool connections or reduce the number of agents or users that access or use the Efecte Cloud Services (also referred to as "virtualization," “anonymizing,” "multiplexing" or "pooling").
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Yes, customizations can be executed using Low/No-code methods. All Efecte request and process templates can be customized to adapt their behavior to suit an organization's practices. The nominated System Administrator will be trained to make further customizations.

Scaling

Independence of resources: The Efecte service is fully managed by Efecte through its European Datacentres and is fully independent of any external resources for delivery of its service. Solution is scaleable and will be monitored and adjusted resource-wise during customer production usage. In private cloud scenarios, Efecte will advise the customer to achieve best possible performance and infrastructure setup for the customer Efecte system. The Efecte service is multi-tenanted and can securely support customers and their many business services.

Analytics

Service usage metrics: Yes
Metrics types: Out-of-the-Box the Efecte Service provides multiple reports that can be fully customised and used to create dashboards. As a service management solution there are many different ways to view service metrics: By ITIL process By requests channel By Support Group By Service And more.
Reporting types: Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Managed by a third party
Penetration testing frequency: At least every 6 months
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Other
Other data at rest protection approach: To secure when at rest, the databases run in a private subnet within a Virtual Private Cloud that can only be accessed by the application servers of the Efecte service. This prevents direct access from the internet to the databases. Customer tenants are logically separated on network and virtualization levels. Access management process built on need to know and role-based access control principles. The data in the production database, and backups are stored in Efecte’s European datacentres where the service is hosted.
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: The ability for users to export data is restricted by role and data can also be exported in read-only different formats, such as images, spreadsheets or static reports in PDF format. If data such as asset lists etc, need to be exported then this can be achieved using CSV or HTML XLS or XLSX.
Data export formats: CSV

Other
Other data export formats: PDF

PNG

XML

XLS

XLSX
Data import formats: CSV

Other
Other data import formats: XML

CSV

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection between networks: HTTPS, SSL, SSH, SFTP, and other secure protocols can also be used.
Data protection within supplier network: TLS (version 1.2 or above)

Other
Other protection within supplier network: TLS (version 1.3), using AES 256 data encryption methods to encrypt the data within the supplier network.

Availability and resilience

Guaranteed availability: The Efecte Premium Service Level service offers an availability target of 99.95% over a 24x7. The Standard service offers 99%.
Approach to resilience: High Availability(HA), Private & offline SaaS
Outage reporting: A service outage is classified as scheduled maintenance when customers with an active service level agreement based on this service offering were notified at least 5 days in advance and the outage occurred during the maintenance window. Notifications are provided through the platform, the Efecte Community and by email. Service outages for scheduled maintenance are not included in the availability calculations. The service is only considered to be unavailable, or down, when two or more users within the customer organization are unable to access the service's core functionality due to the same incident.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Dedicated link (for example VPN)

Username or password

Other
Other user authentication: User Federation (Username & Password) SAML OpenID & OAuth 2.0 Two-Factor Authentication (2FA) Multi-Factor Authentication (MFA)
Access restrictions in management interfaces and support channels: Users of the Efecte service are defined by the roles and responsibilities they are provided during set-up. As a service management solution, one part of this is allocate people and teams to the services they support, so, by definition, someone in IT will not see the requests being made for HR services. Furthermore the role will further restrict the available information relating to a service. A support analyst will only see request information, the system administrator will have access to the audit trails. Once the Efecte service is live there is no direct access to the underlying data.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Dedicated link (for example VPN)

Username or password

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: Between 1 month and 6 months
Access to supplier activity audit information: Users have access to real-time audit information
How long supplier audit data is stored for: Between 1 month and 6 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: KIWA Inspecta
ISO/IEC 27001 accreditation date: 12/06/2020
What the ISO/IEC 27001 doesn’t cover: 3rd parties and partners.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: No

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: Efecte has a information security policy and complementary policies such as a physical security policy and a data classification and handling policy. Efecte leverages many of the compliance and governance protocols controls that ISO/IEC 27001 has, once a Customer'scustomer's instance is live. The auditing procedure, carried out by Kiwa Inspecta / IQNET ensures that Customers data is securely managed in order to protect the interests of the organisation, its employees and the privacy of citizens (as appropriate). Efecte has a dedicated CISO and a DPO, and personnel with specific roles if a process, such as the Incident Management Procedure, is actioned. All policies and documented procedures are available under NDA.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Efecte conforms to a recognised standard, for example ITIL V4. Efecte supports a fully customisable configuration management database (CMDB) and process which is aligned to ITIL best practice. Its purpose will be to capture an organization’s assets with all their technical attributes and financial information, so full lifecycle management can be performed. Similarly, all changes made to the Service, an Organisation's Asset and Configuration Management records, the processes adhere to ITIL and all inter-operate seamlessly.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Network-based scanner is used.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Host-based logs, service logs, infrastructure logs. Log collection and scheduled reviews. Active frequent scanning. CISO-led remedy initiatives, possible 24/7.
Incident management type: Supplier-defined controls
Incident management approach: Efecte utilizes ITIL best practice Incident Management process for managing Incidents reported via email/call/portal by the Customer throughout their entire lifecycle. Incident Management aims to resolve any such Incidents in order to restore operation of the Customer’s Efecte Environment as efficiently as possible. Support Services analyze all received Incidents and prioritize them according to the impact and urgency of the Incident, as estimated based on the initial analysis. Communication to customers is done via email and support portal.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Pricing

Price: £41 to £58 a user a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: The free trial can be activated for 14 days without commitment. It is a full version of the Efecte Service Management and can be used to trial IT Service Management, Identity Access Management, and HR Service Management capabilities.
Link to free trial: https://www.efecte.com/request-for-a-free-demo

Service documents

Request an accessible format

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Efecte Cloud Based Service Management

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents