Centerprise International Ltd

Centerprise Service Desk as a Service (SDaaS)

Centerprise International’s ITIL-aligned Service Desk offers a single point of contact between end-users and their suppliers for all supported services. The Service Desk provides effective end-to-end management of service disruptions, service requests and change requests using a highly configurable Cloud based Service Management Toolset.

Features

  • UK based technical Service Desk available up to 24/7/365
  • Resilient and highly configurable Cloud based Service Management Toolset
  • Customer interfaces via telephone, email or web portal
  • Experienced and industry accredited Service Desk analysts
  • Varying levels of Service support hours
  • Standard and customised Service Levels
  • Dedicated Customer contact number provided by Automatic Call Distribution
  • Service management and reporting across multiple service boundaries
  • Can operate at up to OFFICIAL/OS
  • SOC and SIEM capability available at additional charge

Benefits

  • Single point of contact for all end user services
  • Each customer is assigned a Service Desk lead
  • Highly experienced in public sector organisations nationwide
  • Simplified and transparent service reporting
  • Improved service performance awareness to aid contract monitoring
  • Service Desk support tailored for specific business needs
  • Continuous Service Improvement driven by customer experience feedback

Pricing

£7.25 to £51.25 a user a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tendersteam@centerprise.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 2 4 9 0 9 3 3 4 6 6 2 2 8 0

Contact

Centerprise International Ltd Tenders Team
Telephone: 01256 378 000
Email: tendersteam@centerprise.co.uk

Planning

Planning service
Yes
How the planning service works
At Centerprise, we can design and plan your cloud service through thorough review of your business needs and technical requirements, objectives and desired outcomes for a cloud adoption project.
In conjunction with our team of experts we can propose solutions to adopt and migrate to a hosted Cloud environment, whether that be on a public cloud such as AWS or Azure, or a private cloud to ensure total control. In addition to implementation design, planning and execution, we can provide ongoing managed cloud OS to allow you to focus on your core business and leave hosting and managing the cloud to us.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
At Centerprise, we can supply a full service in conjunction with our team of experts to assist your business in migrating effectively to a Cloud environment, whether that be on a public cloud such as AWS or Azure, or a private cloud to ensure total control.
Our experts are skilled in complex solution design and migrations and are able to implement a variety of scenarios utilising a wide range of Cloud services specific to your business requirements including data sovereignty.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
Yes
Security services type
  • Security incident management
  • Other
Other security services
  • Security Operations Centre (SOC)
  • Managed firewall,
  • Information Protection
  • Device management and deployment,
  • 2FA/MFA,
  • Single Sign On
  • Conditional Access
  • Security Information and Events Management (SIEM)

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Centerprise International’s ITIL-aligned Service Desk offers a single point of contact between end-users and their suppliers for all supported services; be that a service disruption, a service request or a change request. Our extensible and highly configurable service management toolset, combined with our mature processes and experienced Service Desk analysts enables Centerprise to offer a scalable Service Desk that guarantees the effective management of our IT services and Solutions as well as those that we manage on behalf of our customers. It interfaces with all of our IT service management disciplines and provides an effective communications channel that spans across Centerprise’s complete Service Delivery organisation and customer base. The Service covers all the Hosting and Software Services and Solutions we provide, including: Connectivity, Business Continuity, Infrastructure, Security, Device, Software, Unified Communications, and Management Services. These can be buyer specific, our own services, or those provided by third parties. Centerprise’s Service Desk is managed under the governance of a mature Quality Management System (QMS) certified to the ISO 9001 standard.

Service scope

Service constraints
Our Services are limited to those that utilise our own Toolset (e.g. IT Service Management System) and not customer provided Toolsets.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depending on the SLA, but response time is 30 minutes and increasing in line with reduced severity and business impact.
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
No
Support levels
1. Overview. There are 2 Service Desk packages: Standard and 24/7

Standard: Service Hours are 08:00 to 18:00 Monday to Friday (excluding UK Bank Holidays).
24/7: Service Hours are 08:00 to 18:00 manned and on call service for outside of standard hours

2. Incident Target Resolution based on the following:
Priority 1 - Service desk provide prioritised, sustained effort using all necessary resources until service is restored.
Priority 2 - Service Desk reprioritise resources from lower priority jobs where necessary to focus on restoring the services
Priority 3 - Service Desk reprioritise resources from lower priority jobs where necessary
Priority 4 - Service Desk provide a response using standard operating procedures

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£7.25 to £51.25 a user a month
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tendersteam@centerprise.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.