JLG Trading Ltd

Operational Service Management

Operational Service management (OSM) We have extensive experience of delivering operational service management to government organisations at the operational, project, and Programme level.
Specialists in the defence arena especially with MODNet and Integrated User Services, (IUS). including Global Connectivity, (GC)
Working across defence and the public sector.

Features

  • Ensuring user equipment is configured to a consistent standard
  • Monitoring and tracking equipment
  • Updating equipment, applications, functions, or policies in a scalable manner
  • investigating live problems and issue to resolution
  • Reviewing and updating business policies to support evolving systems

Benefits

  • Single Point Of Contact
  • Integrated into the customer process
  • SC and DV cleared support staff available
  • deep knowledge of operational systems in the Official Sensitive domain

Pricing

£375 to £1950 per person per day

Service documents

G-Cloud 11

164366993489243

JLG Trading Ltd

John Grocock

07799663882

John.grocock@jlgtrading.co.uk

Planning

Planning
Planning service Yes
How the planning service works JLG Trading will supply Project management Specialists who will arrange to scope and gather the requirements from the customer they will also gather the status of the current infrastructure to ensure that it can support the required changes and that it is compatible with the implementation of the service required.
A project plan will be created, this will include the requirements of the relevant stakeholders and also the Technical Specialists knowledge and detailed understanding of the infrastructure where this is available. This will be presented to the customer for review and approval before undertaking any work.

If required an onsite planning and requirements workshop can be held to ensure that the business objectives are being met and their requirements captured and understood. The Business manager will ensure that as the planning progresses any changes that are required are included and implemented. This process will be refined when necessary.

JLG Trading will provide a Project implementation plan for the customer to sign off prior to any work beginning.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works JLG Trading can set-up training solutions to meet the customers needs. JLG Trading works with several leading industry partners to provide training. This training can be tailored to the customer’s specific requirements. Training can either be structured around specific technologies, vendors/manufacturers or to address practical needs.
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Following the initial planning stage and the sign off of the implementation plan, JLG Trading will work with the customer to establish key milestones and deliverables, which will define the implementation of the workstreams. This will be conducted by qualified project managers working to Prince 2 standards and methodologies. JLG Trading will supply technical and security cleared staff, where required (SC or DV if required). Throughout the migration/setup, review meetings will be held as and when they are required to ensure the continued success and progress of the project.

Prior to any work commencing, clear back up / roll back strategies will be put in place in the event of system downtime. These procedures will follow industry standards and best practice. If the customer has specific requirements these can be included in the plan.

Upon completion of the implementation/migration JLG Trading will complete an agreed set of user acceptance tests. Once this has been formally accepted, the project will be completed and handed over to the customer. Should any issues arise, JLG Trading will work with the customer to rectify these in a way that will be agreed with the customer
Setup or migration service is for specific cloud services No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works JLG Trading can start conducting a bench marking exercise to establish the health and status of the networks and systems at the beginning of any work if required. This will set out the initial baseline. JLG Trading can install End User Monitoring tools that will provide a thorough health check and evaluation of the customers systems form the end user’s perspective. This will provide an industry recognised Digital Experience Index. This DEI provides the benchmark that will be used to evaluate and quantify any changes.

JLG Trading can also work with the customer to define a testing methodology to support the business and validate the implementation or change has had the desired result. A detailed report will be produced following the conclusion of the testing/assurance phase. This test report will include any actionable recommendations should the service not have achieved the desired result. JLG Trading will work with the customer to plan any remediations that may be required.

Security testing

Security testing
Security services Yes
Security services type Security design

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works JLG Trading will work with the customer to get a detailed and defined understanding of the support required and the operational environment in which the customer operates. From this we can the build up a detailed technical understanding of what the business needs supporting and the critical services are.

JLG Trading can provide consultancy about disaster recovery or business continuity scenarios. This will allow the business to retain critical infrastructure and software functionality in the event of services, infrastructure or software failures.

JLG Trading can provide change management support and consultancy to help implement and active complex changes into the customers networks and systems.

JLG Trading will work with the customer to get a detailed and defined understanding of the support required and the operational environment which the customer operates. From this we can the build up a detailed technical understanding of what the business needs supporting the critical services. JLG Trading can provide consultancy about disaster recovery or business continuity and recover scenarios. This will allow the business to retain critical infrastructure in the event of infrastructure or software failures. JLG Trading can provide consultancy to help implement and activate complex changes into the customers networks and systems.

Service scope

Service scope
Service constraints JLG Trading will work with the customer to get a detailed and defined understanding of the support required and the operational environment which the customer operates. From this we can the build up a detailed technical understanding of what the business needs supporting and what the critical services are.

JLG Trading can provide consultancy about disaster recovery or business continuity and recover scenarios. This will allow the business to retain critical infrastructure in the event of infrastructure or software failures.

JLG Trading can provide consultancy to help implement and activate complex changes into the customers networks and systems.

User support

User support
Email or online ticketing support No
Phone support No
Web chat support No
Support levels .

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £375 to £1950 per person per day
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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