ServicePRO (BIG-HDTC Canada ULC dba Help Desk Technology)

ServicePRO

ServicePRO is a Service Desk & Work Flow Management software solution that provides automation and full visibility into an organisations operations. ServicePRO's advanced workflow capability enables significant efficiency and cost reduction improvements through automation of everyday tasks and organisation-wide complex processes.

Features

  • Full Suite of Automation Tools
  • Complete suite of Productivity Tools
  • Integral Asset Management
  • Advanced Security - Encryption, Audit Trail, Granular Permissions
  • Advanced Integration - Email, Calendar, Survey builder, Data Export
  • Full Data Analysis ability - Real-time dashboard, charts, custom reports
  • Collaboration Tools - Sharing, Messaging, Activity Stream etc
  • Advanced Productivity Tools
  • Create Custom Workflows and Operational Rules
  • Complete ITIL compliant Service Desk provides automation of ITSM

Benefits

  • Improved efficiency through automation of operations
  • Scalability allows expansion across multiple departments
  • Reduces costs through improved staff efficiency
  • Increased customer satisfaction through reduction in operational issues
  • Improved management through full operational visibility
  • Security and accountability with full audit capability
  • Flexibility - Cloud or On-Premise deployment
  • Customisable to suit each individual operational process

Pricing

£49 to £159 per licence per month

Service documents

G-Cloud 10

526011878152925

ServicePRO (BIG-HDTC Canada ULC dba Help Desk Technology)

Charmaine Tressler

+1 905 829 3405

CTressler@servicepro.email

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints ServicePRO can be deployed through Microsoft Azure or On-Premise. When deployed On-Premise there are specific hardware requirements that depend upon usage requirements.
System requirements Access devices require a web browser interface or Microsoft Silverlight

User support

User support
Email or online ticketing support Email or online ticketing
Support response times A standard contract provides 24 hour response on weekdays and 48 hour response at weekends. Contracts can be upgraded to provide 4 hour response week and weekends.
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Basic Maintenance Support is included within license hosting cost. It includes standard level (24 hour response) email and phone support, access to a WiKi and all software maintenance updates including feature enhancements. Support can be upgraded to provide 4 hour response - cost varies per installation. 4 Hours offsite consultancy is included within the purchase price. Additional Offsite and Onsite Consultancy Services can be purchased - standard price is €800/day
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide 4 hours free consultancy
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction The database is an SQL database than can be exported
End-of-contract process There are no additional costs at end of contract. Included within the contract are license and software costs, all hosting costs and standard maintenance.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None - All available through web viewer
Accessibility standards None or don’t know
Description of accessibility All features are available through the web interface
Accessibility testing We have not specifically tested this but our product is deployed in environments where assertive technology is being used
API Yes
What users can and can't do using the API The API is used for tight integration with other products
API documentation No
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Operational rules, templates, reporting, customer/user view can all be customised

Scaling

Scaling
Independence of resources Each installation within Azure is independent - Single Tenant.

Analytics

Analytics
Service usage metrics Yes
Metrics types A full audit trail facility is provided within ServicePRO.A Realtime dashboard of activities is available via a web browser and can include multiple widgets.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach The Data Analysis option provides access to various features that help you report on the information captured and stored in ServicePRO database. You have an option to create raw queries to mine data and export results to excel or other format for further analysis. ServicePRO also provides out of the box canned standard reports which can be further customized to suit your business requirements.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks The data is held within Azure and not within our private network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Availability is specified by Azure
Approach to resilience The datacenter is provided by Microsoft Azure
Outage reporting As specified by Microsoft Azure

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Username and Password
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time 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 At least 12 months
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Security Policies are confidential to ServicePRO

Operational security

Operational security
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 A strict change management process is included within the audit facility of service pro
Vulnerability management type Undisclosed
Vulnerability management approach Company Confidential
Protective monitoring type Undisclosed
Protective monitoring approach Company Confidential
Incident management type Supplier-defined controls
Incident management approach We fully use ServicePRO for all incident management and tracking

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £49 to £159 per licence per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We provide a 1 month free evaluation period which includes 4 hours free consultancy for setup.
Link to free trial https://www.servicepro.solutions

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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