KTSL Limited

BMC Helix Operations Management with AIOps

BMC Helix Operations Management with AIOps uses predictive capabilities to
proactively improve the performance and availability of IT services across
multi-cloud, hybrid, and on-premises environments.

Features

• Intelligently ingest, analyse, and manage enormous volumes of operational data
• AI/ML-based situations and root cause isolation
• Monitor business services and visualize status using heat maps
• Open Integrations
• Trigger events and notifications based on abnormal behavior
• Intelligent automation that can identify opportunities to take corrective action
• Works with the common data store and Helix Discovery data

Benefits

• Containerised, microservices architecture based deployment enables rapid deployment
• Reduced MTTR with AIOps to proactively determine root cause
• Increased productivity using intelligent automation

£5.25 to £701.40 a unit

• Education pricing available
• Free trial available

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 mark.wiseman@ktsl.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

990903450018331

Contact

Mark Wiseman
07825 621155
mark.wiseman@ktsl.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • For BMC public cloud there are no system requirements
  • For private cloud, a containerised solution is required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Severity 1 = 1 Clock Hour; Severity 2 = 4 Business Hours ; Severity 3 = 8 Business Hours ; Severity 4 = 12 Business Hours
• 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
• Onsite support: Onsite support
• Support levels: Severity 1 - Critical Service Impact; Issue critically affects the primary business service, major application, or mission critical system. Customer resources must be available and willing to work on a 24x7 basis with BMC to resolve the issue. Characteristics of a Severity 1 issue include:; - Business service is not operational; - Production system crashes; - Data integrity at risk; - Production backup and recovery operations fail; ; Severity 2; Significant Service or Implementation Impact; The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.; ; Severity 3 - Moderate Service Impact; The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.; ; Severity 4 - No Service Impact; Non-critical issues, general questions, enhancement requests, or documentation issues; ; Ongoing support is costed as a percentage of their total license cost.; ; Technical Account Manager or Cloud Support Engineer is available as required as part of the purchased service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: KTSL provide all training as required but the customer. This may take the form of documentation, online training, webinars for groups of users or admins and training onsite.; ; The training is always focussed on customer needs and designed around delivering the outcomes that the customer specified in the requirements.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Upon written request by Customer made within 30 days after the effective date of termination, BMC will make the Customer Data available to Customer for retrieval in an industry standard format. After such 30-day period, BMC shall have no obligation to maintain any Customer Data and will thereafter delete Customer Data.
• End-of-contract process: Upon written request by Customer made within 30 days after the effective date of termination, BMC will make the Customer Data available to Customer for retrieval in an industry standard format. After such 30-day period, BMC shall have no obligation to maintain any Customer Data and will thereafter delete Customer Data. BMC will permanently remove the customer's data by destroying the database encryption keys and overwriting the data with binary zeroes. There is no additional charge for this data extraction task.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: BMC Helix Operations Management provides a web client, the universal client (UC) that is also supported on mobile devices, including tablets. With some exceptions, functionality across both platforms is the same. The features appearing in UC are also accessible through a tablet web browser.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The solution provides a browser-based interface for configuration and an application for development.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: BMC completed testing on the interface as part of the release.
• API: Yes
• What users can and can't do using the API: BMC Helix Operations Management offers customers the ability to seamlessly incorporate external applications into its ecosystem using REST APIs. These platform-centric REST APIs use the extensive capabilities of the BMC Helix platform, enabling users to execute a wide range of operations on BMC Helix forms. ; ; Whenever the need arises to perform operations on a customised form, leveraging this API becomes the optimal solution.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All of the Helix processes and the data capture can be customised by the users and administrators with different levels of privilege.; ; This is done via the browser based view for users and the application for administrators.

Scaling

• Independence of resources: The Helix environments are constantly monitored and additional resources are added as required, depending on load.

Analytics

• Service usage metrics: Yes
• Metrics types: Out of the box dashboards provides service usage metrics for both end user portal and ITSM
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data is exported using Helix Dashboards which is provided with the product.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS
  • REST API / JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: BMC provides a 99.9% contracted availability service level agreement, with an hour for hour service credits for breach.
• Approach to resilience: BMC Helix Operations Management is designed from the ground up for high availability. This containerised design starts with multiple hardened data centres, followed by redundant hardware, and is completed with software that gracefully handles failures without impacting customers. Our architecture ensures that most failures within the Helix cloud are completely transparent to users. This means that our Disaster Recovery Plan is reserved for real disasters, not common failures.
• Outage reporting: Any planned outage is reported in advance. A customer live dashboard is available, in addition BMC provide service notifications.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We restrict access by leveraging the BMC Helix ITSM multi-tenanted environment with a granular permission model to control access. KTSL's internal support tool also conforms to the same access management standard.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: BMC Helix products are based upon NIST standards in order to provide enterprise grade security for customers. BMC utilises redundant controls to prevent and mitigate impacts to the confidentiality, availability, and integrity of customer data and services. Adherence to BMC's security policies is governed by the BMC Information Systems Security Officer (ISSO). Policies are reviewed annually with signoff required by the ISSO and the VP of SaaS Operations. Employees are required to take online training quarterly.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: BMC manage change processes through a Change Advisory Board (CAB). The CAB consists of BMC SaaS Operations representatives that advise the change management team about the risk and impact of all changes made to a customer system. Any change to the system needs a request for change (RFC) document, a formal proposal for the change that describes the details of the change, steps required to execute the change, and a back-out plan.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: BMC Helix conducts regular security checks to identify threats and vulnerabilities. This includes monthly vulnerability scans on internal systems, yearly penetration tests by authorized third-parties, ongoing web application testing, and application reviews for major releases. System owners review findings during monthly maintenance. BMC also subscribes to IBM's X-Force Threat Assessment Service (X-FTAS) and receives daily reports on emerging threats, which are reviewed by the Information Security teams for appropriate action. Vulnerabilities are patched as soon as possible.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: BMC employs specialized appliances strategically placed to mitigate denial of service (DoS/DDoS) attacks. Our systems undergo third-party testing for DDoS resiliency and annual penetration tests covering the perimeter, network, and applications. BMC promptly responds to reported security incidents. Any impacted customers are notified as soon as possible after the threat is validated by BMC's Information Systems Security Officer.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: If there is a service disruption in your production environment, the BMC Helix Operations team works to restore service as quickly as possible. After full restoration, BMC provides a Reason for Outage (RFO) document in cases of outages or significant service degradation. RFO reports are provided by your Business Relationship Manager. Users can report incidents via phone, email, or the BMC Remedy OnDemand support portal.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  We work with our customers to identify opportunities to deliver environmental benefits such as a reduction in power consumption and reducing the repurchase of IT equipment. We do this by replacing traditional IT servers and equipment with Software and Cloud based equivalent therefore increasing power efficiency and lowering the need to manufacture and purchase equipment.; ; In addition, we work together with customers to develop remote working solutions using cloud software meaning less people travelling to an office and less pollution from transport.

Pricing

• Price: £5.25 to £701.40 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: POC trial license with full functionality available for 30 days at no cost.

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 mark.wiseman@ktsl.com. Tell them what format you need. It will help if you say what assistive technology you use.