CGI

CGI - Service Desk as a Service

A user friendly front end to technical services, providing ITIL aligned service desk and service management support.

Features

  • Log and Pass or Technical Service Desk options Available
  • Service Hours flexible up to 24x7
  • Robust service management and reporting capabilities
  • High quality, 5 years Service Desk Institute 5 Star Accreditation

Benefits

  • Consistent, single point of contact for user queries and requests
  • Enables performance reporting and trend analysis

Pricing

£500 per instance per month

Service documents

G-Cloud 10

518547944926781

CGI

Roger Baileff

07841 602596

gcloud@cgi.com

Planning

Planning
Planning service No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers Yes
Security testing certifications
  • GBEST
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

Ongoing support

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 We provide a high quality user facing service desk to either log and pass incidents and requests to resolution teams, or attempt some technical resolution (first time fix), depending on scope requirements. Our service management tool enables trend analysis, performance measurement and reporting

Service scope

Service scope
Service constraints None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times TBC
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible The system is based on Avaya Automated Chat 2.0 (formerly Conversive). Details on accessibility can be found at: https://www.avaya.com/en/documents/vpat---avaya-automated-chat-desk-20-2013-08-19.pdf
Web chat accessibility testing Testing would have been performed by Avaya the product vendor
Support levels Standard service levels apply - 80% of phone calls answered within 20 seconds, 5% call abandon rate. Other service levels to be defined in accordance with specific requirements

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)

Pricing

Pricing
Price £500 per instance per month
Discount for educational organisations No

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
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