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

£0.86 to £5,444 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Framework

G-Cloud 12

Service ID

304582852409062

Contact

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: 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

• 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

• 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

• 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

• 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: 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

• 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: ‘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 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 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: 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

• 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

• 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: 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

• 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: £0.86 to £5,444 a user a month
• Discount for educational organisations: No
• 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

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF