MICRO FOCUS SOFTWARE UK LTD

Service Management Automation (SMA-X) - from Micro Focus

Service Management Automation is an analytics-driven service management solution for managing the entire service portfolio and lifecycle within and beyond IT. Based on a unified platform, it accelerates agent productivity, reduces ticket volumes and increases user adoption and satisfaction.

Features

  • Service desk built upon analytics and machine learning
  • Service portal including mobile support
  • Modern user experience for automated enterprise applications
  • Codeless configuration
  • Seamless upgrades
  • Flexible deployment options
  • ChatOps

Benefits

  • Fast responsive service desk for improved user satisfaction and productivity
  • Self-service for increased user self-sufficiency and lower ticket volumes
  • Automation for increased service quality and service levels
  • Better staff utilization reduced TCO and quicker time-to-value
  • Reduced IT asset costs and improved compliance

Pricing

£3705 to £8782 per licence per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

1 8 0 6 9 5 1 7 9 4 1 3 3 9 6

Contact

MICRO FOCUS SOFTWARE UK LTD

Micro Focus Government Team

07808251681

ukgovteam@microfocus.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
None
System requirements
  • AWS Hosted
  • Azure Hosted
  • 64-bit CentOS 7.2, 7.3, 7.4
  • 64-bit RHEL 7.2, 7.3, 7.4
  • 64-bit OEL 7.3, 7.4

User support

Email or online ticketing support
Email or online ticketing
Support response times
Please see target response times outlined in Ts&Cs document attached.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Via a Web Browser.
Web chat accessibility testing
Non known.
Onsite support
Yes, at extra cost
Support levels
Standard support 24 x 7 FlexCare support available at additional cost. This can be used to align additional resources such as a Technical Account Manager, Named Advance Support Engineer or pre-paid points to provide additional onsite or remote support
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite or online training is available for the solution and a full set of documentation is provided with an online Help Center.
Online training is provided by the Microfocus ART product, available also on G-cloud.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Facilities are provided to allow export of data from the application.
The exact requirements for data extraction at the end of the service contract will be negotiated between the customer and the chosen hosting partner.
End-of-contract process
This will be negotiated between the customer and hosting partner as part of the service scoping exercise.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Chrome
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The solution provides a IOS and Android app to support End Users interacting with IT. Features include logging and tracking support tickets, searching knowledge and news items, requesting and tracking services from the catalogue and approving requests.
Service interface
No
API
Yes
What users can and can't do using the API
The solution has a REpresentational State Transfer (REST) API which enables users with the proper role to perform Create/Read/Update operations on records and manage records or consume REST services.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Configuration and tailoring of the solution is achieved via SMAX Studio a graphical codeless configuration tool. This allows the creation and editing of flows, graphical forms and tables. Modifications to workflows, tasks, and business rules can be done without any programming.

Scaling

Independence of resources
The solution is scale-able. A scoping exercise between the customer and chosen hosting partner will identify the different workloads over time and required resources required to support those workloads.

Analytics

Service usage metrics
Yes
Metrics types
Standard 'Help desk' metrics are provided e.g.

No of tickets closed within SLA.
Tickets open by agent etc.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
Never
Protecting data at rest
Other
Other data at rest protection approach
This will be a service provided by the chosen hosting partner.
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Data can be exported from the solution in a number of ways including the GUI in .csv or .xls formats. Via the REST API or via a Business Intelligence (BI) integration module.
Data export formats
  • CSV
  • Other
Other data export formats
  • CSV
  • XLS
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • CSV
  • XML

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
Data Protection between networks will be discussed and provided by the customer's chosen hosting partner.
Data protection within supplier network
Other
Other protection within supplier network
This is for discussion between the customer and chosen hosting partner.

Availability and resilience

Guaranteed availability
This guarantee will be negotiated between the customer and chosen hosting service delivery partner.
Approach to resilience
Service resilience will be negotiated between the customer and chosen hosting service delivery partner.
Outage reporting
Outage reporting will be provided by the chosen hosting partner..

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Restrictions will be negotiated with and provided by the customers chosen hosting partner.
Access restriction testing frequency
Never
Management access authentication
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
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
22/08/2017
What the ISO/IEC 27001 doesn’t cover
This certification is for Software support services.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Security Governance will be a topic to be covered by the chosen hosting supplier.
Information security policies and processes
Security policies and processes will be a topic for discussion with the chosen hosting partner.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
These facilities will be provided by the chosen hosting partner.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Vulnerability management will be provided by the chosen hosting partner.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
These facilities will be provided by the chosen hosting partner.
Incident management type
Supplier-defined controls
Incident management approach
The incident management process will be provided by the chosen hosting partner.

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

Pricing

Price
£3705 to £8782 per licence per year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Included
Software license for Evaluation (Non production) use.
Excluded
Post sales technical support service.
Period
Standard is a maximum of 3 months although extensions to the 3 month period may be granted by the local account team.

Service documents

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