Anaeko Ltd

ServiceClarity KPI Reporting For Agile Delivery Managers

ServiceClarity is a KPI Reporting platform for Agile Delivery Managers.

ServiceClarity automates the reporting of best-practice KPIs across Lean-Agile, SAFe (Scaled Agile Framework) and DevOps processes.

ServiceClarity "Measures the KPIs that Matter" to Agile Delivery Managers, in order to measure progress, communicate value and deliver continual service improvement.

Features

  • Powerful Automated Real-time KPI reporting tool.
  • Reports focus on Agile Software Development, Customer Satisfaction and operations.
  • Reports Include: Velocity, Bugs, Software Quality, Remaining Effort
  • Rapidly configure and monitor cloud and internal systems
  • We connect into: JIRA, ServiceDesk, AWS, Xero and many more.
  • Provide Dashboards for internal teams to monitor and track progress.
  • Share reports with internal teams and other stakeholders
  • High-level KPI reporting with access to drill down into detail.

Benefits

  • Improve development operations and customer satisfaction processes
  • Improve and optimise business processes
  • Make better strategic decisions
  • Measure and optimise costs
  • Empower Decision Makers & internal teams with meaningful reports
  • Measure and inform Continual Service Improvement
  • Unify KPI reporting across multiple systems and processes
  • Reduce the time and effort to generating standardised reports

Pricing

£200 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Anaeko Ltd

Denis Murphy

+44 (0) 7802212851

denis.murphy@anaeko.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Jira, Jira Service Desk, Zendesk, AWS (Amazon Web Services), Xero, Mavenlink, Custom Databases, SalesForce, ServiceNow, HubSpot, REST APIs, Relational Databases
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
N/A
System requirements
  • No System Requirements for the public cloud offering
  • Private cloud deployment requires a server for the software appliance

User support

Email or online ticketing support
Email or online ticketing
Support response times
24 hours response time, Monday to Friday.
48 hours response time, Saturday and Sunday
User can manage status and priority of support tickets
No
Phone support
No
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
We use the Intercom Messenger for web chat and rely on their extensive testing of their Web Chat widget.
Onsite support
Yes, at extra cost
Support levels
Service Clarity is a subscription platform and Customer Support is provided as part of the subscription fee. Any issues encountered with the platform by customers can be raised on our support portal (http://www.serviceclarity.com) and will be responded to within 24 hours.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide a discovery phase. See https://content.serviceclarity.com/serviceclarity-proof-of-value
We have "Getting Started" documentation and we continue to publish self-help guides on our blog
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Through the API
End-of-contract process
We purge all user data.

Using the service

Web browser interface
Yes
Supported browsers
  • 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
No
Service interface
No
API
Yes
What users can and can't do using the API
Users have full access to their data and have full access to the capabilities of the application
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
ServiceClarity can be configured to connect to any data source.

KPIs can be tailored to available operational metrics

Reports can be customised.

These services can be performed by the buyer, or commissioned as a service from the supplier

Scaling

Independence of resources
We operate ServiceClarity in AWS EC2 and operate a horizontally scalable architecture

Analytics

Service usage metrics
Yes
Metrics types
ServiceClarity is licenced on number of active users or on a percentage of the usage of the platform being reportred on. e.g. % of AWS usage if AWS utilization is being reported on.
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Through the API
Data export formats
Other
Other data export formats
JSON
Data import formats
Other
Other data import formats
User don't upload data

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
Other
Other protection within supplier network
AWS Virtual Private Network

Availability and resilience

Guaranteed availability
We operate at 99.99 availability as demonstrated by our status page. See http://stats.pingdom.com/kottg45i5bbs/1142169
However we offer no guarantees around this.
Approach to resilience
ServiceClarity is deployed on AWS over multiple availability zones with multiple redundant databases.
Outage reporting
We provide the following public status page http://stats.pingdom.com/kottg45i5bbs/1142169

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Administrative Users can control who has Administrative Access. All other users have read only access.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

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
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
19/03/2018
What the ISO/IEC 27001 doesn’t cover
N/A
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
ISO/IEC 27001
Information security policies and processes
We are ISO9001 and ISO27001 certified

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configuration management and change management processes are defined in our ISO9001 certified software processes.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We track all relevant security alerts and apply patched as required.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We have automated systems that monitor suspicious behavious and alert our operations team to potential threats
Incident management type
Supplier-defined controls
Incident management approach
All information and communication technology-related events must be reported to the IT Manager at ServiceClarity.
all other events must be reported to the Quality Manager at ServiceClarity
Incidents, weaknesses and events must be reported as soon as possible, by phone or in person.

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
£200 per licence per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
ServiceClarity provides a hassle-free discovery service to help you evaluate ServiceClarity and benefit from business level metric reporting.

A 5 day process which includes:
Day 1: confirm connectivity
Day 3: We discuss our findings
Day 5. We Present a meaningful report of custom KPIs
Link to free trial
https://content.serviceclarity.com/serviceclarity-proof-of-value

Service documents

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