Intelligent Automation and Service Management - Intuition
Intuition provides end-to-end visibility of your IT infrastructure and business services via a single pane view. The tools perform initial discovery to build an inventory of all elements with intelligent automation, provisioning, updating, patching, alerting and reacting to events to prevent service disruption.
- Provision of Virtual Data Centre Resources
- ISO9001, 14001 and 27001 Certified
- IaaS, PaaS, SaaS and Bespoke Cloud Services
- Penetration and Vulnerability Testing
- State-of-the-Art Cloud Infrastructure
- Dedicated UK Support
- 24x7 Monitoring,
- Software Usage Analysis
- Monitoring and Alerting
- Business Service Management
- Cost Efficient
- Managed Service Support
- Flexible contracting
- Data and Service Protection
- Simplicity and Speed of deployment
- Includes tools from ITM, Netcool, SCCM, SCOM, Solarwinds, CA UIM
- Security Incident and Event Management
- Software Asset management
£1.04 per device
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
ITIL Service desk function.
Automation and reporting.
Alerting and proactive management.
Analytics and intelligence.
|Cloud deployment model||Private cloud|
All infrastructure is owned by either Celerity or its Partners.
Customers will access this service by using their own internet, or WAN link.
If the customer specifies an internet connection they should ensure they have a local CESG approved firewall in place, which is capable of IPSEC VPN tunnel to our data-centre.
Our standard charges include some enabling services (subject to reasonable usage constraints), that many other providers charge in addition to their published pricing.
|Email or online ticketing support||Email or online ticketing|
|Support response times||4 hours|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
UK Based ITIL Service Desk with 3 Levels - Summary Bronze - Single point of contact point to log calls and
request resource - via Phone, Email or Web portal. Platinum - As Bronze plus 12 service credits per year, live
monitoring of infrastructure components on most operating systems and reporting. Diamond - As Platinum plus
Access to live custom dashboard showing system health, Monthly Kaizen reports, dedicated Technical Advocate,
reduced rate for on-site services, SLA
|Support available to third parties||Yes|
Onboarding and offboarding
Celerity provides training and documentation for both on-boarding and off-boarding processes.
Training can be provided both remotely and onsite (at an additional cost).
|End-of-contract data extraction||Such services will be quantified based on the volume and nature of the consumer generated data. Professional services will be based on our standard rate card. Celerity will erase all consumer data at the end of the contract period, which is confirmed by a CoF.|
|End-of-contract process||The customer has the right to terminate the agreement at any point, but must give notice to terminate before the contract end date.|
Using the service
|Web browser interface||No|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Presentation is optimised for specific device types|
|Description of customisation||Customer can requisition customised dashboards, report of ad-hoc report generation via any of the service desk contact methods detailed.|
|Independence of resources||Infrastructure is allocated a set amount of resource which is guaranteed and not shared and quality of service is configured to ensure sufficient bandwidth on the network.|
|Service usage metrics||Yes|
|Metrics types||Usage metrics are provide via automated weekly report generation. Emails are sent advising when a new report is generated and customers can access via a secure portal.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|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||N/A|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||Services are available 365 days x 24 hrs with guaranteed SLA of 99% of availability.|
|Approach to resilience||Available on request.|
A dashboard is available to all customers, providing information on the utilisation of the service and any incidents or outages. An API is also available, allowing the customer to integrate probe results directly into their applications.
Celerity's system monitors the environment 24 hours a day and, automatically sends email reports of any outages to names individuals.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Access is restricted by the user accounts, VLAN on the network and access to the network interface. Routing restrictions are in place with registered MAC addresses and access to the routers is restricted to admin's only. VPN's are in place to ensure the data is secure during transit.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||Dedicated link (for example VPN)|
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||User-defined|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||The British Assessment Bureau|
|ISO/IEC 27001 accreditation date||13/11/2014|
|What the ISO/IEC 27001 doesn’t cover||Our certification covers all requirements within the ISO:27001 standard.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||We follow all security processes as documented in our Information Security Management System (ISMS) Policy Manual. Adhering to our ISO27001 accreditation.|
|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||
Celerity have a formal Change Management process in place. The Change Management Board (CMB) meet once a week to discuss, assess, approve or reject requests for changes, to ensure the integrity of the process.
The CMB also provide approval for emergency change requests, based on the merit and potential impact of the RFC.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Celerity use a number of tools to ensure the environment provided is suitably patched, at a level to provide a secure service. Potential threats are identified through comparing our environment to industry recommendations. Patches and security updates are based on the severity and the importance and, given an appropriate resource if approved through the CMB for a timely deployment.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Risk assessments are carried out to identify potential compromises. Risks are measured against a baseline of controls and, any weaknesses or threats are addressed accordingly.|
|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||
The Information Security Officer, in conjunction with the Technical Director will assess the seriousness of the situation and will take any necessary, immediate action to limit any potential impact.
The Information Security Officer (or nominated employee) is responsible for completing a Security Incident Management form and, for logging this in the Security Incident's Log. Incidents are identified by a simple classification (High / Medium / Low), based on the nature of the incident and its source. The classification is used for prioritisation and for subsequent trend analysis.
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£1.04 per device|
|Discount for educational organisations||No|
|Free trial available||No|