Leidos Innovations UK Limited

Leidos Cloud Services Technical Support

Cloud Support from Leidos Technical Services delivers technical coordination to perform and orchestrate the resolution and fulfilment lifecycle of Cloud support (AWS/Azure/UK Cloud) and application services (L1/L2/L3). Managing supporting infrastructure and service component Events, Incidents and Requests to agreed service levels relevant to business priorities and underpinning contract terms.

Features

  • Initiation/setup of technical support capability and supporting tools/interfaces
  • End to end managed lifecycle of technical Events/Incidents/ Requests
  • Triage, implementation and resolution using Leidos or customer toolsets
  • Collaboration with relevant support functions and contributing suppliers
  • Focused resolution utilising available tools, knowledge and information
  • Quality management of Contacts, Incidents and Requests tickets
  • Monitoring and escalation to facilitate resolution within SLA/OLA targets
  • Service Management best practice ITIL/ISO/IEC20000 aligned processes and procedures
  • Open adaptive model to promote interworking between teams (Agile/DevOps,/ITIL)
  • Proactive approach to identify fault trends/RCAs and address underlying issues/problems

Benefits

  • Technical coordination responsible for driving Incidents/Requests to resolution
  • Skilled certified professionals in handling cloud/legacy application/supporting infrastructure
  • Leverage experienced pool of on-shored based technical and operational skills
  • Support hours and resource levels to match business needs
  • Utilising the industry leading IT Service Management toolsets
  • Establishes the right resources with the relevant cloud skills
  • Enables a flexible service model that can dynamically adapt
  • Microsoft CSP, Gold Partner and AWS Platinum partner
  • Provide analytics on activity and resolutions to drive improvement
  • Integrates with a customer’s wider Service Management architecture model

Pricing

£368 per person per day

  • Education pricing available

Service documents

G-Cloud 11

657728885103502

Leidos Innovations UK Limited

Morag Young

+44 (0) 333 6000 200

publicsector@leidos.com

Planning

Planning
Planning service Yes
How the planning service works Leidos has a comprehensive suite of offerings available through the GCloud framework to help buyers at every stage of their Cloud adoption and Digital Transformation journey. From assessment of Cloud readiness, through architecture and design to implementation and support Leidos has the experience and track record to support customers achieve their business goals and aspirations through embracing Cloud and Digital.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works Leidos develop training and knowledge transfer programmes to support the initialisation of the service and onward migration of service components into the operational model

Training methods include:

Training on-site one-to-one coaching, group training sessions, train the trainer, multimedia tutorials, training documentation and video conference training sessions.

Knowledge transfer directly to in-house staff and/or other suppliers as part of the day-to-day operations with Leidos service teams.

Creation of a Knowledge Repository a shared area for storing relevant collateral, work instructions, how-to’s, templates and case studies that support operational delivery.
Training is tied to specific services Yes
Services the training service works with
  • Training on-site/off-site
  • One-to-one coaching
  • Group training sessions
  • Multimedia tutorials
  • Video conference training sessions
  • Knowledge transfer directly to in-house staff/suppliers
  • Creation of Knowledge Repository/shared area
  • Development of collateral/work instructions/case studies
  • Train the trainer

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Leidos provide a comprehensive set-up and migration service to support transition to business application support solutions. Leidos follow a proven multi-stage migration path with full operational engagement to ensure secure and managed migration from legacy to new.

Leidos recognise the need to migrate with minimal disruption to operational services and reduce the risk of impacting live services through structured planning, test and execution.

Leidos works to embed the new ways of working within the organisation to ensure long-term user adoption, something which is key to any successful migration and provides the basis for further development and avoiding regression to previous, outdated practices.

Leidos have years of experience in supporting clients across the globe to conduct migrations from complex legacy estates into cloud-based environments. We understand the complexities of moving from a traditional IT environment towards multi component cloud business applications.
Setup or migration service is for specific cloud services No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works Leidos can support customer accreditations for IT standards such as ISO/IEC 20000, additionally demonstrate alignment to ITIL or COBIT process reference models.

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
Other security services
  • Vulnerability assessments
  • Penetration testing
  • Application penetration testing
  • Simulated phishing attacks
  • Security consultancy
  • Risk assessments
  • Incident response
Certified security testers Yes
Security testing certifications
  • CHECK
  • CREST
  • Tigerscheme
  • Other
Other security testing certifications
  • PCI
  • OWASP
  • OSCP
  • SANS
  • CEH
  • CISSP
  • DSS

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works Our Cloud hosting experts work collaboratively with customers to ensure that their Cloud estate meets their business requirements in terms of scalability, availability, security and cost effectiveness. We are technology agnostic and help the customer select the best Cloud hosting options (IaaS, PaaS, SaaS) from AWS, Azure and UKCloud.

Service scope

Service scope
Service constraints Leidos provides both onsite and remote analysis, consultancy services as well as professional design, architecture, implementation and support.

We offer a flexible and negotiable service of 1st, 2nd and 3rd line support, using either blended teams partnering with customer capabilities or dedicated resources and facilities. The terms and conditions of this service will be mutually agreed with the customer.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times This depends on SLAs and the agreed requirements with our customers.
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 Web chat is available via existing service management tools and self service portal.  This is a bespoke feature which is designed to meet customers requirements.
Web chat accessibility testing No specific testing has been conducted by Leidos
Support levels Service Levels and KPIs are developed to focus the Leidos team on realising the right outcomes according to the business priorities and drivers.
Our support services are tailored to the requirements of the customer and Service Levels are designed to meet the customers’ requirements. The cost of support depends on a combination of the support scope, the service levels required and the hours of service. Each support arrangement is customised to the complexity, and criticality of the services being managed and supported. It is also dependent on the underlying SLAs of the hosting platform provided by our partner.

Leidos can provide a Service Delivery Manager Capability as well as contacts and process for both technical and service related escalations. Leidos believes in Continual Service Improvement and agrees a process with customers as to how this activity is conducted to ensure mutual benefit.

Examples of the support arrangements Leidos currently provides are as follows:
• Business hours support (Monday to Friday, 8:30am to 6:00pm);
• Extended business hours support (Monday to Friday 0800 – 2000);
• Core hours support (Monday to Sunday, 8:30am to 6:00pm);
• 24/7 support (365 days per year, 24 hours per day).

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £368 per person per day
Discount for educational organisations Yes

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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