IBM United Kingdom Ltd

IBM Business Automation Workflow on Cloud (BAWoC)

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

Features

  • Single price includes BPM and Case software, infrastructure, management
  • Fully featured Business Process and Case management platform
  • Workflow Center development and governance environment, promotes sharing, reuse, adoption
  • Highly available production server environment
  • Ease of design and deployment of process and case 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

£23.98 to £236 per user per month

Service documents

G-Cloud 11

332344019614112

IBM United Kingdom Ltd

Alice Griffin

Please email

gcloud@uk.ibm.com

Service scope

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/OMIW

User support

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

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

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.
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/en/SS8JB4/com.ibm.wbpm.workflow.main.doc/kc-homepage-workflow.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

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 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

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

Identity and authentication

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

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 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

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 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

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 £23.98 to £236 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: Terms and conditions pdf document: Modern Slavery statement
Service documents
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