IBM United Kingdom Ltd

IBM MobileFirst Collaboration Services

End to end solution and services to address residency, security, migration and deployments to Office365

Delivery options: Office365/Hybrid, Private Cloud, Managed On Premise

Scope of services include design, implementation, and managed services that provide capabilities for collaboration across any location and from any device.

Features

  • Assessment & Planning – Understand business needs and technical requirements
  • Design – Produce a detailed solution design and test applications
  • Implement the solution – Set up production and test applications
  • IBM's breadth of collaboration experience with extensive client implementations
  • Flexible models based on your security and endpoint management needs

Benefits

  • Addresses the ever growing scope of end user technology
  • Addresses how end user technology is managed
  • Enable mobile collaboration services to increase workforce productivity from anywhere
  • Reduce Computing Costs with cloud-style centralised delivery, management and security
  • Delivers scalability and flexibility, keeping pace with changing business requirements

Pricing

£9 per user per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

IBM United Kingdom Ltd

Alice Griffin

Please email

gcloud@uk.ibm.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Exchange
Skype for Business
Office 365
Box
OneDrive
Cloud deployment model
Hybrid cloud
Service constraints
Maintenance on predefined schedules, Multiple configuration options
System requirements
Licences will be required for any hosted cloud service

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depends on severity - from 1 hour to 1 business day
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
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
-
Web chat accessibility testing
-
Onsite support
Yes, at extra cost
Support levels
TBC
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Training is available on or off site, online training can be provided, floor walkers, drop-in clinics, user documentation are all available at the clients request
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
End-of-contract process
Contract termination and handover are incorporated into our pricing. However early contract termination would be subject to a termination fee.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Services accessible are limited only by the availability of applications supplied by Microsoft to the platform the end user is choosing to work with.
Service interface
No
API
No
Customisation available
No

Scaling

Independence of resources
The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.

Analytics

Service usage metrics
Yes
Metrics types
This would depend on the tool set that the client has selected. Reports such as usage statistics, top 10 problems, outages, customer satisfaction etc would be produced as standard.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
This would have to be discussed with each client on an individual basis
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
Any other related file formats. i.e Office 365.
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
Any related file formats. i.e Office 365

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
This will depend on what components have been procured. This will be discussed with the client on an individual basis. Typically infrastructure systems would be available on a 98% basis.
Approach to resilience
Available on request
Outage reporting
A client facing dashboard as part of a portal is typically how this would be configured. This may include email alerts if required by the client.

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
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 contact the support team to get audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
....
ISO/IEC 27001 accreditation date
30 November 2015
What the ISO/IEC 27001 doesn’t cover
IBM offerings that currently have ISO27001 certification are available in this link https://www-01.ibm.com/common/ssi/cgi-bin/ssialias?subtype=ST&infotype=SA&htmlfid=KUJ12444USEN&attachment=KUJ12444USEN.PDF 

Offerings not included in the attached list are ISO27002 compliant and undergoing certification through 2017
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
IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.

IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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
IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
IBM maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.
-investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.
-promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred.
-provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£9 per user per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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