IBM United Kingdom Ltd

IBM Business Process Manager on Cloud (BPMoC)

A full lifecycle business process management (BPM) environment including development, test and production—with tooling and run time for process design, execution, monitoring and optimisation. Business users can get started quickly with process improvements without the need to build and maintain an IT infrastructure. Provides visibility and management of business processes.

Features

  • Single price (includes BPM software, cloud infrastructure and management services)
  • Fully featured business process management platform
  • Process Center development and governance environment, promotes sharing, reuse, adoption
  • Highly available production server environment
  • Ease of design and deployment of process applications
  • Scales smoothly from initial project to enterprise-wide program
  • Visibility through a business-led change design
  • Greater collaboration between business and IT through model-driven environment
  • Intuitive user interface for work management, completion and real-time reporting
  • Form based user interface enabling coach style work completion

Benefits

  • Typical productivity improvement of 20-30%
  • Faster time to service/time to change–typically 80%+
  • Achieve 95-100% of service level agreements
  • Reduce re-work and errors to approaching zero
  • Increase self-service capability by 30%
  • Increase customer engagement and satisfaction (e.g.NPS 30 to 70)
  • Increase visibility and control of business processes across organisation
  • Enable programme wide adoption and governance
  • Promote process reuse and drive consistency of process execution
  • Low startup costs/subscription-based consumption

Pricing

£169 per user per month

Service documents

Framework

G-Cloud 11

Service ID

2 4 1 1 7 4 5 7 4 4 2 8 0 6 6

Contact

IBM United Kingdom Ltd

Alice Griffin

Please email

gcloud@uk.ibm.com

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
Typically used stand-alone, but can be combined with IBM Blueworks Live for process modelling and discovery, and IBM Operational Decision Manager on Cloud when a separate policy and rule management and execution capabilities are required.
Cloud deployment model
Public cloud
Service constraints
Cloud Services are designed to be available 24/7, subject to maintenance. Client will be notified of scheduled maintenance.
System requirements
Please see "Getting Started" instructions: http://ibmurl.hursley.ibm.com/O0O8

User support

Email or online ticketing support
Email or online ticketing
Support response times
Please visit https://www-01.ibm.com/support/docview.wss?uid=ibm10731179 for more details.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
IBM has a project in place called "Vy11as" that is being used to provide sample code to test assistive technologies. This project is documented online at https://developer.ibm.com/open/projects/va11ys/
Onsite support
Yes, at extra cost
Support levels
Premium Support documented:
https://www-01.ibm.com/software/support/acceleratedvalue/SaaS_Handbook_V18.pdf

And the Cloud Service Overview at https://www-01.ibm.com/support/docview.wss?uid=ibm10731179
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Full documentation, tutorials, video guides available. On-site and on-line training is also available.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data is accessible through several export functions available in via the administration console and design tools. 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
If the user chooses not to renew the contract the account will be suspended and access denied.

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
All provided user interfaces are responsive. Screens created within the system are responsive and tools allow for sophisticated reactions to different form factors.
Service interface
Yes
Description of service interface
Portal to access tools provided by the system.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
IBM has a project in place called "Vy11as" that is being used to provide sample code to test assistive technologies. This project is documented online at https://developer.ibm.com/open/projects/va11ys/
API
Yes
What users can and can't do using the API
Full description can be found here:
https://www.ibm.com/support/knowledgecenter/SSFPJS_8.6.0/com.ibm.wbpm.main.doc/topics/cdev_pgtechs.html
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
Many aspects of the service can be customised including user interface through to full customisation via the accessible APIs

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

Service usage metrics
Yes
Metrics types
Using IBM Cloud Product Insights, a free version is available via IBM Bluemix cloud platform, administrators and operations staff can register and track the metrics of current product instances to understand how they are being used.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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)
  • 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
Another external penetration testing organisation
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 export approach
Data is accessible through several export functions available in via the administration console and design tools.
Data export formats
Other
Data import formats
Other
Other data import formats
BPMN 2.0

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

Guaranteed availability
Please refer to following site:
http://www.softlayer.com/our-platform
Approach to resilience
Available at request
Outage reporting
Email Alerts

Identity and authentication

User authentication needed
Yes
User 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
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
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

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

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
https://www-935.ibm.com/services/multimedia/saas_27k.pdf
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
Yes
Any other security certifications
See here: https://www.ibm.com/cloud/compliance

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

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

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£169 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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