IBM United Kingdom Ltd

IBM Enterprise Managed Mobility (EMM)

IBM® MobileFirst Managed Mobility Services is focused on enabling and managing tasks on mobile devices.

Features

  • Mobility device procurement & delivery
  • Mobile device management
  • Hardware Maintenance Services
  • Additional Services available - Configuration & Deployment services
  • Additional Services available - Bespoke application consultancy & design
  • Additional Services available - Mac@Work
  • Additional Services available - IBM Global Financing flexible financing

Benefits

  • Enables users secure access to email, calendar and contacts
  • Safeguards email and attachments protecting corporate data leaks
  • Enforces policies to control data, restrict sharing, forwarding of attachments
  • Protects against lost/stolen devices
  • Provide an end-to-end service

Pricing

£10 to £74 per device per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

305213536207303

IBM United Kingdom Ltd

Alice Griffin

Please email

gcloud@uk.ibm.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Maintenance on predefined schedules, Multiple configuration options
System requirements Dependant on MDM tooling, number of users and MDM components

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Depends on severity - from 1 hour to 1 business day
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible -
Web chat accessibility testing -
Onsite support Yes, at extra cost
Support levels Severity 1, Time to respond - 30 minutes, Time to Resolve - 24 hours.

Severity 2 Time to respond - 1 hour, Time to Resolve - 3 days.

Severity 3 Time to respond - 4 hours *, Time to Resolve - 7 business days.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training is available on or off site, online training can be provided, floor walkers, drop-in clinics, user documentation are all available at the clients request.
Service documentation Yes
Documentation formats
  • HTML
  • 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 Contract termination and handover are incorporated into our pricing. However early contract termination would be subject to a termination fee,

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service In IBM's opinion, there should be no distinction between Mobile and desktop. These should be seamless wherever possible.
API No
Customisation available Yes
Description of customisation IBM with a client to design the service appropriate to the clients needs. Dependent on the functionality of the clients tool set.

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 This would depend on the tool set that the client has selected. Reports such as usage statistics, top 10 problems, outages, customer satisfaction etc would be produced as standard.
Reporting types
  • 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 This would have to be discussed with each client on an individual basis.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

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 This will depend on what components of EMM have been procured. This will be discussed with the client on an individual basis. Typically infrastructure systems would be available on a 98% basis.
Approach to resilience Available on request
Outage reporting A client facing dashboard as part of a portal is typically how this would be configured. This may include email alerts if required by the client.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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 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 ....
ISO/IEC 27001 accreditation date 30 November 2015
What the ISO/IEC 27001 doesn’t cover IBM offerings that currently have ISO27001 certification are available in this link https://www-01.ibm.com/common/ssi/cgi-bin/ssialias?subtype=ST&infotype=SA&htmlfid=KUJ12444USEN&attachment=KUJ12444USEN.PDF 

Offerings not included in the attached list are ISO27002 compliant and undergoing certification through 2017
ISO 28000:2007 certification No
CSA STAR certification No
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 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 £10 to £74 per device per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Please contact to discuss your requirements

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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