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

Service scope

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

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

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

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices No
Accessibility standards WCAG 2.1 AAA
Accessibility testing N/A
API No
Customisation available No

Scaling

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

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

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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 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-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

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

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

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

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

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

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

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

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

Service documents

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