Mozaic-Services Limited

Cloud Operations Managed Service

Mozaic provides purpose-built managed support service for clients developing digital services. Based on proven Blueprint for Cloud Operations, we implement integrated Digital Service Management and ongoing support for digital services. Covering acceptance into service, monitoring, alerting, support desk, integrated service management for digital services deployed to public and private cloud.

Features

  • Implements our proven Blueprint for Cloud Operations and Support
  • ITIL-compliant Agile Digital Service Management
  • Integrates DevOps oriented delivery with traditional Service Management
  • Operating Model design for Digital Service Management
  • Level 2/3 Platform, Application Support for Public and Private Cloud
  • Governance framework for responsive digital product development and delivery
  • Alignment of development and operations through a DevOps culture
  • Transformation planning and on-going delivery management
  • Integrated DevOps Service Transition process
  • DevOps driven Change Management processes

Benefits

  • Aligns operational service management with responsive DevOps-oriented continuous delivery methods
  • Streamlines the path-to-live and acceptance into service for digital services
  • Integrates with traditional ITSM platforms for managing production IT assets
  • Implements end-to-end service models for all Digital products
  • Cloud architecture resource embedded in client team optimising the service
  • Embedded DevOps resource within delivery teams optimising the path-to-live
  • Integration of IMS compliance policies into the end-to-end test/deployment process
  • Collaborative continual improvement partnership with regular service management reviews
  • Proactive monitoring and alerting with 24/7 response if required
  • Focus on delivering business value with confidence and robust platform/support

Pricing

£380 a person a day

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 aileen.coull@mozaic.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 3 3 4 2 9 8 8 2 3 5 8 5 8 8

Contact

Mozaic-Services Limited Aileen Coull
Telephone: +44 203 709 1625
Email: aileen.coull@mozaic.net

Planning

Planning service
Yes
How the planning service works
We will conduct a short assessment of your current state. We will identify the applications that need to be supported, the technology the applications require, the third-party dependencies, the infrastructure in use and the governance around the delivery of services from development into production. We perform a gap analysis against our proven Cloud Operations Blueprint and then create a plan to deliver a modern Cloud Operations service for your organisation that builds collaboration between digital delivery teams and operations, creates a dynamic/automated service management model that minimises manual intervention to ensure products can be robustly accepted into service and continually updated with minimal dependency on manual process to deploy future releases and upgrades of your digital services. Our blueprint is fully compliant with the GDS service standards, embraces open standards and utilises the latest DevOps techniques to ensure your Cloud Operations capability is responsive to the demands of your organisation and your users.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • AWS
  • Azure
  • Google Cloud Platform
  • Private Cloud
  • IaaS and PaaS
  • Container-based hosting
  • Serverless
  • Jira Service Desk
  • ServiceNow
  • BMC Remedy

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Following an initial assessment, Mozaic will collaboratively produce a proposed managed service design based on our proven Blueprint for Cloud Operations.

Mozaic will supply expert cloud-platform architects/engineers, application DevOps engineers, support engineers and experienced service management capability to delivery a world class managed service. Integrating seamlessly with the client’s existing ITSM tools where required or provide our own ITSM platform if required.

Mozaic’s Digital Operations service provides:
• End-to-end Service Support Model for Digital Applications
• End-to-End Service Management integrated with client’s ITSM and DevOps tools/processes
• Level 2 Service Desk, including out-of-hours response for major incidents
• Level 2 Production Operations Team optimising client platform management
• Level 2/3 Application Support as services are transitioned into continual improvement
• Optimised DevOps oriented release management
• Incident triage and resolution of production issues
• Platform Architecture and Design capability guiding client strategy
• Embedded DevOps engineers to streamline service transition and path-to-live
• Service Transition management including service support model definition, technical on-boarding, release management process, knowledge management, service dashboard implementation, transition of build/deployment process to ProdOps team

Mozaic commit to continual improvement processes with regular service reviews that use data-driven insight to improve the service provided to our clients.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • AWS
  • Azure
  • Google Cloud Platform GCP
  • Private Cloud
  • IaaS and PaaS
  • Container-based hosting
  • Serverless
  • Jira Service Desk
  • ServiceNow
  • BMC Remedy

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

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
Aligned to our proven Blueprint for Cloud Operations, we implement a modern Digital Service Management model that aligns to best-practise DevOps-inspired delivery processes while maintaining the governance, audit and control of traditional ITIL-based service management.

Mozaic provide a proactive, monitored, digital application support service, that can integrate with our client's existing L1 support capability.

Tailored to meet out client’s need, Mozaic offer a range of support models from a 9-5 business day service to a 24/7 service for public-facing, business critical services.

Mozaic triage all production incidents for the supported digital applications, and will attempt to resolve incident with its dedicated support team. If the supported application is still in development, incidents requiring modifications to the application code will be passed to the application development teams and tracked through to resolution.

Our support service is also designed to integrate with our client’s major incident management processes.

Service scope

Service constraints
Our service does not have any constraints.

User support

Email or online ticketing support
Email or online ticketing
Support response times
According to SLAs agreed with the client
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
L2/L3 tailored to meet client requirements

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£380 a person a day
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 aileen.coull@mozaic.net. Tell them what format you need. It will help if you say what assistive technology you use.