Micro Focus (Entcorp)

Service Management Automation (SMA-X) - from Micro Focus

Service Management Automation is an analytics-driven service management solution for managing the entire service portfolio and lifecycle within and beyond IT. Based on a unified platform, it accelerates agent productivity, reduces ticket volumes and increases user adoption and satisfaction.

Features

  • Service desk built upon analytics and machine learning
  • Service portal including mobile support
  • Modern user experience for automated enterprise applications
  • Codeless configuration
  • Seamless upgrades
  • Flexible deployment options
  • ChatOps

Benefits

  • Fast responsive service desk for improved user satisfaction and productivity
  • Self-service for increased user self-sufficiency and lower ticket volumes
  • Automation for increased service quality and service levels
  • Better staff utilization reduced TCO and quicker time-to-value
  • Reduced IT asset costs and improved compliance

Pricing

£3705 to £8782 per licence per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

639241732651876

Micro Focus (Entcorp)

Malcolm Gardner (for Micro Focus Government Team)

07808251681

malcolm.gardner@microfocus.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints None
System requirements
  • AWS Hosted
  • Azure Hosted
  • 64-bit CentOS 7.2, 7.3, 7.4
  • 64-bit RHEL 7.2, 7.3, 7.4
  • 64-bit OEL 7.3, 7.4

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Severity 1 - 1 Hour, Severity 2 - 3 hours, Severity 3 - 6 hours, Severity 4 - 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 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Window available on Software Support Online (SSO)
Web chat accessibility testing Not known
Onsite support Yes, at extra cost
Support levels Standard support 24 x 7 FlexCare support available at additional cost. This can be used to align additional resources such as a Technical Account Manager, Named Advance Support Engineer or pre-paid points to provide additional onsite or remote support
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite or online training is available for the solution and a full set of documentation is provided with an online Help Center.
Online training is provided by the Microfocus ART product, available also on G-cloud.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Facilities are provided to allow export of data from the application.
The exact requirements for data extraction at the end of the service contract will be negotiated between the customer and the chosen hosting partner.
End-of-contract process This will be negotiated between the customer and hosting partner as part of the service scoping exercise.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The solution provides a IOS and Android app to support End Users interacting with IT. Features include logging and tracking support tickets, searching knowledge and news items, requesting and tracking services from the catalogue and approving requests.
Accessibility standards None or don’t know
Description of accessibility Via Web Browser
Accessibility testing Compatible and tested with JAWS Software
API Yes
What users can and can't do using the API The solution has a REpresentational State Transfer (REST) API which enables users with the proper role to perform Create/Read/Update operations on records and manage records or consume REST services.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Configuration and tailoring of the solution is achieved via SMAX Studio a graphical codeless configuration tool. This allows the creation and editing of flows, graphical forms and tables. Modifications to workflows, tasks, and business rules can be done without any programming.

Scaling

Scaling
Independence of resources The solution is scale-able. A scoping exercise between the customer and chosen hosting partner will identify the different workloads over time and required resources required to support those workloads.

Analytics

Analytics
Service usage metrics Yes
Metrics types Standard 'Help desk' metrics are provided e.g.

No of tickets closed within SLA.
Tickets open by agent etc.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency Never
Protecting data at rest Other
Other data at rest protection approach This will be a service provided by the chosen hosting partner.
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported from the solution in a number of ways including the GUI in .csv or .xls formats. Via the REST API or via a Business Intelligence (BI) integration module.
Data export formats
  • CSV
  • Other
Other data export formats
  • CSV
  • XLS
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • CSV
  • XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks Data Protection between networks will be discussed and provided by the customer's chosen hosting partner.
Data protection within supplier network Other
Other protection within supplier network This is for discussion between the customer and chosen hosting partner.

Availability and resilience

Availability and resilience
Guaranteed availability This guarantee will be negotiated between the customer and chosen hosting service delivery partner.
Approach to resilience Service resilience will be negotiated between the customer and chosen hosting service delivery partner.
Outage reporting Outage reporting will be provided by the chosen hosting partner..

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Restrictions will be negotiated with and provided by the customers chosen hosting partner.
Access restriction testing frequency Never
Management access authentication
  • 2-factor 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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 22/08/2017
What the ISO/IEC 27001 doesn’t cover This certification is for Software support services.
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 No
Security governance approach Security Governance will be a topic to be covered by the chosen hosting supplier.
Information security policies and processes Security policies and processes will be a topic for discussion with the chosen hosting partner.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach These facilities will be provided by the chosen hosting partner.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability management will be provided by the chosen hosting partner.
Protective monitoring type Supplier-defined controls
Protective monitoring approach These facilities will be provided by the chosen hosting partner.
Incident management type Supplier-defined controls
Incident management approach The incident management process will be provided by the chosen hosting partner.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £3705 to £8782 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Included
Software license for Evaluation (Non production) use.
Excluded
Post sales technical support service.
Period
Standard is a maximum of 3 months although extensions to the 3 month period may be granted by the local account team.

Documents

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