Kelverion

Kelverion Service Request Automation

Service Request Automation enables an organisation to free up operational staff from mundane daily tasks and provide a high level of service to their users.
The service provides an automation framework, graphical authoring console, a self service portal, over 50 pre-built runbooks for regularly requested actions and 300 integrations.

Features

  • Platform to integrate and orchestrate third party systems
  • Automate the day to day manual processes
  • Ready built service request automation solutions
  • 300 integrations available
  • Graphical Authoring
  • Enables Team Collaboration and Version Control
  • Automate manual actions, increasing agility and eliminating bottlenecks
  • Design and build Azure Automation runbooks

Benefits

  • Increases organisation agility, fast response to service requests
  • Frees up internal resources from mundane activities
  • Increased reliability, automation performs process same way, every time
  • Enforces process compliance
  • Delivers high return on investment

Pricing

£1,200 a user a year

  • Education pricing available
  • Free trial available

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 david.wooster@kelverion.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 2 9 6 4 7 7 8 3 7 1 5 0 0 5

Contact

Kelverion David Wooster
Telephone: 0203 8758035
Email: david.wooster@kelverion.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Our service runs on the Microsoft Azure Automation, Logic App and Power Automate services.
It is deployed on buyers own Azure subscription and run by the buyer's operational staff.
Cloud deployment model
Public cloud
Service constraints
The Kelverion Service Request Automation solution utilising the Kelverion Runbook Suite only runs on Microsoft Azure and requires an Azure subscription and automation account(s).
System requirements
  • PC required for program interface.
  • Microsoft Azure subscription
  • Azure SQL as a Service required
  • Virtual Machine required for some integrations
  • Licence required for target ServiceDesk or tools integration to.
  • GitHub or Azure DevOps required for version control capability

User support

Email or online ticketing support
Email or online ticketing
Support response times
We provide online support request creation. We also provide email address for support Monday to Friday 9am - 17.30pm UK working days excluding public holidays.
User can manage status and priority of support tickets
No
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Software subscription includes standard software support on a 9-5 Monday to Friday excluding public holidays basis.
Further support options are available via our Automation Consultant service.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide remote support to users to set up the pre-built solutions to the extent of the solution description. We provide a web based training course.
Optionally we provide a Cloud Support offering for further implementation services.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Data is all held on the users own Microsoft Azure subscription. When the Kelverion contract ends they still have access to the Azure subscription.
Kelverion are not the custodians of any customer data.
End-of-contract process
At the end of the contract the subscriptions will cease for Kelverion supplied software on the customers subscription. The solution will cease operating. If the customer wishes to continue the subscription can be extended at the stated costs.
The customer will still have access to their data as long as they maintain their Microsoft Azure subscription.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
There are two service interfaces:
1. Runbook Studio to design, build and amend automation runbooks. This is a graphical drag and drop design environment which also supports PowerShell and Python coding. The Studio integrates to GitHub and Azure DevOps for version control and release management.
2. Automation Portal, a lightweight HTML5 application to quickly build service requests to drive automated processes. This is hosted as an Azure web application with access controlled by Azure Active Directory.
Accessibility standards
None or don’t know
Description of accessibility
The Runbook Studio uses a graphical drag and drop pane which can be annotated to describe functions.
The Automation Portal is text based and has a Wiki capability that allows user written mark up. The portal is not graphical.
Accessibility testing
None
API
Yes
What users can and can't do using the API
Through the Runbook Studio users can utilise a standard REST web hook functionality to start runbooks.

The Automation Portal provides an external API to call and populate a request automatically.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The service provides a graphical authoring studio which allows creation and amendment of existing automation runbooks. This allows creation of new connections to third party systems as well as development of complex runbooks all using collaboration and version control via integration to Github or Azure DevOps.
Full documentation is provided for the use of the Studio. Any user with a Studio licence and a user account for the Microsoft Azure Automation account can customise runbooks.
The Automation Portal provides easy to use customisation of Service Request questions including text boxes, pick lists, database queries and radio buttons. User access is controlled through Azure Active Directory and security groups.
End users of the Portal can submit requests but dont have customisation rights unless they are also an Admin user and in the correct Active Directory security group.

Scaling

Independence of resources
The resource as provided as part of the Microsoft Azure platform and scaling is provided by that platform independently of Kelverion. The guarantee is provided by Microsoft SLAs.

Analytics

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
Never
Protecting data at rest
Other
Other data at rest protection approach
Data is held in customers Azure subscription so customer chooses.
Data sanitisation process
No
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Automation data and runbooks are stored in the Azure SQL hosted database or as Azure Automation runbooks and are accessible via the Buyers Azure subscription.
Data can be exported directly using via PowerShell or an ARM template. For data held in SQL server this can be exported via a SQL backup.
Data export formats
  • CSV
  • Other
Other data export formats
Azure Automation Graphical PowerShell Runbook
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
There is no connection to our network as the solution is run within the buyers Azure subscription, to which we have no access unless the buyer provides a login for services delivery. At that point we will use the buyers preferred access method for access to their subscription.
Data protection within supplier network
Other
Other protection within supplier network
No data is held in our environment.

Availability and resilience

Guaranteed availability
The availability of the service is dependent on the availability of the Microsoft Azure platform.
Users would need to utilise Microsoft Azure SLAs and service credit refunds
Approach to resilience
Data centre resilience is provided by the Microsoft Azure region model.
Outage reporting
Microsoft Azure reports outages via a public dashboard.

Identity and authentication

User authentication needed
Yes
User authentication
Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels
All roles and permissions are controlled by Azure Active Directory RBAC.
Access restriction testing frequency
Never
Management access authentication
Identity federation with existing provider (for example Google Apps)

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 have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

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

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Microsoft Azure as a platform complies with multiple standards
Information security policies and processes
Kelverion Internal Security policies and procedures.
We are accredited with Cyber Essential Plus.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Internal change and software development (SDL) processes are followed.
There is no configuration or change management for the service as it is under the customers control on their Microsoft Azure subscription.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Internal vulnerability process covered by Cyber Essentials Plus certification.
There is no vulnerability management for the service as it is under the customers control on their Microsoft Azure subscription.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Internal protective monitoring process covered by Cyber Essentials Plus certification.
There is no protective monitoring process for the service as it is under the customers control on their Microsoft Azure subscription.
Incident management type
Supplier-defined controls
Incident management approach
Internal incident management process.
There is no inicident management process for the service as it is under the customers control on their Microsoft Azure subscription.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1,200 a user a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
There are three options for a free or trial version.
1. Free Basic tier of Runbook Studio authoring capability with restrictions on usage.
2. Free test drive for 4 hours on the Azure Marketplace.
3. 14 day free trial of service components available from Kelverion website.

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 david.wooster@kelverion.com. Tell them what format you need. It will help if you say what assistive technology you use.