Alscient Limited

Service Management

Alscient's Service Management is comprised of two phases, Transition Phase (set up the Support Desk) and In-Life Phase (cover the provision of the Support Desk and inclusive hours). It includes system administration support, configuration, customisation, fixes and minor enhancements requested/driven by the customer or by Alscient's Continuous Improvement Programme.

Features

  • Incident and problem management
  • Change management
  • Liaison and engagement with 3rd parties
  • 2nd and 3rd line support
  • Impact assessments
  • Administration support
  • Technical knowledge and guidance
  • Maintenance of system documentation
  • Service reporting
  • Ongoing application configurations and enhancements

Benefits

  • Shared knowledge and integrated activities
  • Efficient and rapid incident resolution
  • Cost effective
  • Improved customer satisfaction and relationships

Pricing

£575 to £700 per person per day

  • Education pricing available

Service documents

G-Cloud 9

505200334139535

Alscient Limited

Jerry Catallo

0113 8000 200

jerry.catallo@alscient.com

Planning

Planning
Planning service Yes
How the planning service works This will be one of the deliverables of the Service Management service.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works This may be one of the deliverables of the Service Management
service.
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works This will be one of the deliverables of the Service Management service.
Setup or migration service is for specific cloud services No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works This may be one of the deliverables of the Service Management
service.

Security testing

Security testing
Security testing service Yes
Security testing type IT Health Checks
Accredited security testers No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by a third-party organisation
How the support service works Alscient's Service Management is comprised of two phases, Transition Phase (set up the Support Desk) and In-Life Phase (cover the provision of the Support Desk and inclusive hours). It includes system administration support, configuration, customisation, fixes and minor enhancements requested/driven by the customer or by Alscient's Continuous Improvement Programme.

We support all types of cloud implementations covering AWS, Microsoft , SAS, Splunk and many others.

The scope of activities will vary depending on the final solution. A full on-boarding plan will be defined, approved and submitted for acceptance and will include: • User training • Service implementation plans to include data and system integrations • Definition and delivery of a custom security policy • ITIL Service Management solution to include incident, problem and change management, service desk, continual improvement plan, service monitoring and performance reviews, SLAs and service reporting packs. • Account and service plans and schedule of meetings • An off-boarding process and plan.

Service scope

Service scope
Service constraints Alscient always strives to provide a comprehensive service to our customers and the scope of activities will vary depending on the final solution.
A full on-boarding plan will be defined, approved and submitted for acceptance including: • User training • Service implementation plans to include data and system integrations • Definition and delivery of a custom security policy • ITIL Service Management solution to include incident, problem and change management, service desk, continual improvement plan, service monitoring and performance reviews, SLAs and service reporting packs. • Account and service plans and schedule of meetings • An off-boarding process and plan.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We respond immediately (via our service desk) to a customer call in normal working hours and deliver on an agreed SLA with our customers. Typical priority levels, response and resolution targets are: P1 15 mins/4 hours/1 working day P2 15 mins/8 hours/2 working days P3 1 hour/5 Business days/Agreed delivery date Out of hours/weekend service is available and needs to be agreed separately.
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 We provide a tailored service management agreement to meet our customer's requirements and the costs will be dependent on the actual service that is required. Plans start from as little as 8 hours per quarter, but as a guide then the typical costs for an SLA-based service including 24 hours of consultancy ranges from £2,250 per quarter. The plan has the flexibility to allow the hours to be used for support, continuous improvement, training, development, or as deemed appropriate by the customer. Our typical priority levels, response and resolution targets are: P1 15 mins/4 hours/1 working day P2 15 mins/8 hours/2 working days P3 1 hour/5 Business days/Agreed delivery date We can also provide additional services such as an account manager, out of hours/weekend service, support engineers etc. and all of these capabilities can accommodated in your tailored service management agreement.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Pricing

Pricing
Price £575 to £700 per person per day
Discount for educational organisations Yes

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑