IBM United Kingdom Ltd

IBM Facilities and Real Estate Management on Cloud (TRIRIGA)

The IBM Facilities and Real Estate Management on Cloud (TRIRIGA) solution delivers an integrated workplace management system (IWMS) that integrates functional models across real estate, capital projects, facilities and space, workplace operations, portfolio data, and environmental and energy management within a single technology platform.

Features

  • Real-Estate management– Solution for RE transactions, lease administration & accounting
  • Projects – Enable capital programme & project funding, planning, execution
  • Space management – Improve facility utilisation, move, occupancy management, chargeback
  • Facility maintenance – Reactive & planned tasks, condition-based facility assessments
  • Energy management–Manage enterprise carbon accounting, environmental investment analysis
  • Application administration - Manage underlying estate, facility, asset portfolio data

Benefits

  • Manage real estate portfolio planning
  • Improve return on assets
  • Help achieve lease accounting compliance – current & future rules
  • Reduce occupancy costs
  • Improve space planning and optimize facility utilisation
  • Accelerate service delivery, reduce cost of facility maintenance services

Pricing

£0.84 to £615 per user per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

1 2 9 8 8 7 7 6 7 2 9 7 1 8 1

Contact

IBM United Kingdom Ltd

Alice Griffin

Please email

gcloud@uk.ibm.com

Service scope

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 to ERP, GIS mapping, CAD (AutoCAD & MicroStation), BIM and IoT systems
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints There are no current constraints.
System requirements
  • The web-based solution required a compatible browser
  • JRE is required for certain functions
  • See https://ibm.biz/BdiEVT for full list

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Please see the TRIRIGA Service Description for details
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 Please refer to the terms and conditions document for this offering which will detail the support levels.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online interactive demos and documentation are available. Training is generally provided by the implementation partner.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
End-of-contract process As per the answer above. If the client wanted additional services beyond the supply of data, it would be charged on a time and materials basis.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There are mobile specific applications/processes, such as work task management, space audit, room reservation. These are created to be finger friendly, and work well on smaller screens.
Service interface No
API Yes
What users can and can't do using the API RESTful services supported via OSLC. Any object can be set up to be manipulated (create,update,delete etc) via API
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation IBM Facilities and Real Estate Management on Cloud (TRIRIGA) allows all changes within the solution itself to be done without coding – all is done via configuration tools. Users can access and use these tools based on security. Some tools such as the report builder can be used by end users, others are suited to administrators.

Scaling

Scaling
Independence of resources The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.

Analytics

Analytics
Service usage metrics Yes
Metrics types IBM TRIRIGA includes reporting, query and analytics tools. A native reporting engine for two-dimensional tabular and chart-based reports is included. A BIRT reporting engine satisfies complex reporting needs. Reporting can be augmented by IBM TRIRIGA Workplace Performance Metrics. Multi-dimensional KPIs include configurable thresholds and drill down capabilities. Over 1,000 role-based reports and 170 WPM metrics provided “out of the box.” 
An IBM Watson Analytics service can be used to discover meaningful patterns in your data. Watson Analytics guides discovery and predictive analytics by using automatic visualizations and enables dashboard creation so that you can get insights and make informed decisions.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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 once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 importing and exporting
Data export approach Data can be exported from the solution as excel from tabular reports. Charts can be exported as pdf or images.
Data export formats Other
Other data export formats
  • .XLS
  • .PNG
  • .PDF
  • MS Project
Data import formats
  • CSV
  • Other
Other data import formats
  • .TSV
  • .XLS
  • MS Projects
  • .DWG

Data-in-transit protection

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 IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability If the availability during a contracted month falls below 99.8%, a compensation amount of 2%, calculated as a % of monthly subscription fee for contracted month that is the subject of the claim, is provided. If it is below 98.8%, a 5% compensation amount is provided. If it falls below 95.0% then a 10% compensation amount is provided.

Availability, expressed as a percentage, is calculated as: the total number of minutes in a contracted month minus the total number of minutes of Downtime in a contracted month divided by the total number of minutes in the contracted month. Example: 475 minutes total Downtime during contracted month
Approach to resilience Available at request.
Outage reporting Outages are reported at this time via email. There is 24/7 monitoring of the application/OS/DB levels. Alerts are sent to our system admin team and incidents are created in our CMDB service desk tool.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bureau Veritas
ISO/IEC 27001 accreditation date 30/11/2015
What the ISO/IEC 27001 doesn’t cover The infrastructure and platform this offering is run on and the SaaS are ISO/IEC 27001 compliant.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 20/04/2016
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover The infrastructure and platform this offering is run on has a CSA STAR Self-Assessment certificate. The SaaS side of this offering currently does not have this. The IBM CSA Star Self-Assessment can be viewed here https://cloudsecurityalliance.org/star-registrant/softlayer/
PCI certification No
Other security certifications No

Security governance

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 IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.

IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

Operational security

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 IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
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 IBM:
-maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.
-investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.
-promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred.
-provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.84 to £615 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial IBM can provide a trial on-premise licence of TRIRIGA for a limited period of 30 days. The software would need to be installed in the client’s hardware. If a SaaS instance is required rather than on-premise, there will be a charge as there are costs associated with a hosting environment.

Service documents

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