Atos IT Services UK Ltd

Atos Digital Workplace

Atos Digital Workplace has been developed with user experience as the number 1 priority. The service will provide you with a secure, flexible, monthly subscription based End User Compute environment that is designed to meet the needs of UK Public Sector customers for agile and reliable services.

Features

  • Access and Identity service
  • Workplace Security and Data Loss Protection
  • Application and Device Management
  • Device Provisioning and Enrolment
  • Self Service Portal for Self Help and Provisioning
  • Per user fee, makes costs more predictable for IT
  • Complete Workplace Productivity Suite
  • Data protection at rest and in transit
  • End to End Service Management adopting ITILv3 Methodology
  • Agile & Iterative delivery model

Benefits

  • Flexible support for wide a range of devices and applications
  • Option of UK based, 24/7 Cleared staff for sensitive data
  • Always up-to-date devices and services allow new working scenarios
  • Tailorable to reflect your own familiar standards, look and feel
  • Monthly subscription based service with no capital investment needed
  • Per user fee, makes costs more predictable for IT
  • Self Service Portal for Self Help and Provisioning
  • Data protection at rest and in transit
  • Supports digital end-user and customer scenarios
  • Supports Accessibility solutions

Pricing

£6 per user per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Atos IT Services UK Ltd

Louise Haggart

07733315094

GCloud@atos.net

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
None
System requirements
N/A This is a self-contained service

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support for online tickets is provided based on initial triage of the priority of the request. Response times for processing priority 3 and 4 requests are 1 business day of confirmed receipt to Atos.
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
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
N/A
Onsite support
Yes, at extra cost
Support levels
Atos provide a single level of support for the service included in the per user cost. As part of the service Atos provides a tiered level of support, i.e. 1st line, 2nd line and 3rd line.
Access is provided to remote support engineers to aid the resolution of tickets raised.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Atos provide a full on-boarding service which could include all aspects of migration to the Digital Workplace service including training and support throughout the life-cycle of the service. As all clients have unique requirements with regard to on-boarding. Atos will tailor the solution to individual client requirements.
Service documentation
Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction
Atos will, if required provide an extract of the customers data from the system. Atos will extract the data for a customer and provide this on an agreeable media. The media selected will be dependent upon the data volumes involved. Examples include but are not limited to DVD, NAS.
End-of-contract process
Atos will provide a comprehensive migration service to transition services to a new supplier, this service will dependant on the new supplier and therefore is not included within the cost of the service.
At the end of contract customer have the option to have their data retained (at an additional cost), exported or deleted.

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Customers do not directly access the service. Customers send logs to the service for analysis and Atos provides alerts to customer and reports.
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
N/A
API
No
Customisation available
No

Scaling

Independence of resources
Atos has in place capacity management facilities. The service is hosted in the cloud where there is flexibility is resources, i.e. CPU, Memory & storage

Analytics

Service usage metrics
Yes
Metrics types
Service usage metrics are provided in the service reports in word or PDF format.
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
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 CHECK service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Original log format
Data export formats
ODF
Data import formats
  • ODF
  • Other
Other data import formats
  • Log data collected from flat files
  • Databases
  • Syslog
  • Other methods at additional cost.

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Standard Service Level
Service Availability: 99.6%
Service Monitoring: 5 days 10 hours Mon-Fri 08.00-18.00
Support Availability window: Priority 1 to 4 - 5 days 10 hours Mon-Fri 08.00-18.00
Service Requests Handling window: 5 days 10 hours Mon-Fri 08.00-18.00

Enhanced Service Level
Service Availability: 99.9%
Service Monitoring: 7 days 24 hours a day (all days)
Support Availability window: Priority 1 - 7 days 24 hours a day (all days)
Priority 2 to 4 - 5 days 10 hours Mon-Fri 08.00-18.00
Service Requests Handling window: 5 days 10 hours Mon-Fri 08.00-18.00
Approach to resilience
The service is designed to operate 24 x 7. The cloud infrastructure upon which the service is built is resilient in nature, provides native DR capability and is hosted in secure high availability data centres which has resilient: Power, telecommunications, and cooling. Disaster recovery procedures are in place and there is a second.
Outage reporting
Via e-mail alerts or phone calls

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Restricted access for management is provided for support staff over a secure client support network (CSN) from Atos support centres. Access management is subject to rigorous security policies and authentication management protocols on a minimum access basis to ensure that client data is maintained in a secure environment
Access restriction testing frequency
At least once a year
Management access authentication
2-factor authentication

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
Between 6 months and 12 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 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Ernst & Young
ISO/IEC 27001 accreditation date
11/12/2017
What the ISO/IEC 27001 doesn’t cover
ISMS provided upon request - full coverage
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
PSN, ISO 27001 - covered by Atos Global Certificate

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
PSN
Information security policies and processes
Atos has in place a full set of security policies and procedures. Atos staff are required to follow the procedures, this requirement is covered in the Security Operating Procedures (SyOps) that administrators are required to sign on an annual basis. For the ISO 27001 certification, periodic surveillance audits are undertaken. The overall security of the service is the responsibility of a Senior Vice President.

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
Atos has processes and procedures in place covering operational security. Changes that impact security are covered at the Security Working Group. Atos processes are ITIL compliant. All assets are recorded automatically in a Configuration Management Database (CMDB), this allows the assets to be track through their lifespan.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Atos subscribe to filtered vulnerability feeds. Received vulnerabilities are assessed for their impact upon the service and patching or other mitigations are applied in timescales dependent upon the severity of the vulnerability. High level reporting on vulnerabilities and oversight is provided by the Security Working Group. Patching compliance is tracked at the Security Working Group.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Event logs are sent to the SEIM service, where a set of alerting rules are applied to the log streams in near real-time. The logs are analysed for any suspicious activity. Where the alerting rules identify suspicious activity, alerts are generated and the Security Operations Centre (SOC) staff investigate the alert and report to the relevant party for resolution.
Incident management type
Supplier-defined controls
Incident management approach
Atos has pre-defined incident management process to cover common security events and a generic security incident management process to cover the remaining types of incidents.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£6 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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