Fujitsu Services Limited

Secure Service Management Capability

Fujitsu's Secure Service Management Capability provides an IT Service Management toolset (ITSM) with enhanced capabilities, which can be hosted in a multiple different environments from OFFICIAL to ABOVE SECRET. Based on BMC Remedy and includes modules for Incident, Problem and Change Recording, Standard Reporting, Knowledge Management, Asset and Configuration Management.

Features

  • BMC Remedy IT Service Management (ITSM) Toolset
  • Hosted in secure Fujitsu Data centres
  • MyIT providing self-service and enhance user experience
  • SmartIT providing faster incident logging and enhanced first-call resolution
  • Accessible from Smart Phones and Tablets
  • Formless Messaging

Benefits

  • Virtual Agent functionality reducing contacts into the Service Desk
  • Enables live web chat with service desk agents
  • Familiar Social Media style interface
  • Gartner Magic Quadrant for IT Service Support Management Tools

Pricing

£30.10 per user per month

Service documents

G-Cloud 9

673087560407360

Fujitsu Services Limited

Government Frameworks Desk

07867828254

government.frameworks@uk.fujitsu.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints The service offering is restricted to successful provision and maintenance of the BMC Remedy ITSM application suite, related components and toolset including underlying OS, but excludes any customer specific configuration or mapping of service management policies and processes which can be procured separately from Fujitsu if needed.
System requirements
  • Network connectivity and bandwidth to Fujitsu’s cloud infrastructure
  • The correct browser supported by the application toolset

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Please see Service Definition document
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Yes, at an extra cost
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 To be confirmed
Web chat accessibility testing To be confirmed
Onsite support Yes, at extra cost
Support levels This standard offering provides an application availability of 99% during the defined support hours. Enhanced availability options available at an additional cost. A named Service Delivery Management will be aligned to this service.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Full User Documentation is provided as standard. Onsite and Online Training can be provided on request at an additional charge.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data can be extracted from the service at the end of the contract, however with would attract an additional charge.
End-of-contract process *Upon expiration of the agreement separate arrangements can be made depending on customer requirements to securely handover all customer data pertinent to the service to the customer. This will incur an additional charge.
* Due to the flexibility of the solution it is possible to migrate to another solution for example on premise or an alternative service provider. This will incur an additional charge.
* As part of the termination of this agreement Fujitsu will ensure that no instance of any customer data is left behind on Fujitsu’s cloud infrastructure. Fujitsu will retain all hardware and software associated with the service. This is included within the standard service charge.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Please see Service Definition
Accessibility standards None or don’t know
Description of accessibility To be confirmed
Accessibility testing To be confirmed
API No
Customisation available Yes
Description of customisation Full User Documentation is provided as standard. Onsite and Online Training can be provided on request at an additional charge.

Scaling

Scaling
Independence of resources This service is dedicated instance of the Remedy software delivered using Fujitsu's K5 public cloud service. This service is therefore not impacted by other user demand.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold BMC

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency Less than once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Reports can be downloaded from the system directly from the browser.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • Postscript
  • Powerpoint
  • Word
  • PDF
Data import formats Other
Other data import formats Please discuss with Fujitsu

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability This standard offering provides an application availability of 99% during the defined support hours. Enhanced availability options available at an additional cost. A named Service Delivery Management will be aligned to this service.
Approach to resilience Available on request.
Outage reporting System will be monitored by Fujitsu's UK based Service Management Team. Notification of any outages will be reported by the appointed Service Delivery Manager or their deputy.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Other
Other user authentication Can be supplied on request.
Access restrictions in management interfaces and support channels Can be supplied on request.
Access restriction testing frequency Less than once a year
Management access authentication Other

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users contact the support team to get 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bureau Veritas
ISO/IEC 27001 accreditation date 05/12/2015
What the ISO/IEC 27001 doesn’t cover The service is covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes 'Fujitsu deliver the Services using a secure ISO27001:2013 compliant support environment. This element of the service comprises - Definition, maintenance and implementation of the Fujitsu standard Information Security Management System (ISMS); Physical protection of the defined infrastructure within Fujitsu’s ISO27001:2013 accredited Data Centres; Undertaking appropriate audits and assessments to ensure ongoing compliance; Implementation and enforcement of Fujitsu’s security policies and supporting processes and procedures; Prevention of unauthorized physical or logical access to the Services; Identification of threats to relevant assets and implementation of proactive controls to diminish risk probability and/or impacts; Visibility and involvement in the maintenance of the Fujitsu standard ISMS at all levels of Fujitsu management.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach For Customer-initiated operational Change Requests, Fujitsu will:
a) impact assess any Customer initiated Change Requests
b) where Fujitsu is willing and able to perform the Change Request, at provide a quote for the additional Charges associated with implementing the Change Request; and
c) action and implement approved Change Requests.

For Fujitsu-initiated Change Requests (such as system upgrades), Fujitsu will follow their change management procedure to include raising, classifying, assessing, planning and implementing the change
Vulnerability management type Supplier-defined controls
Vulnerability management approach Fujitsu shall monitor the service for potential threats and vulnerabilities. When new security patches are made available from a vendor, these shall be applied following the vendor described deployment approach. Patches are deployed based on the threat level and existing mitigation approaches that are in place. All appropriate security patches will be applied within 30 days of release from the vendor.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Fujitsu deliver the Services using a secure ISO27001:2013 compliant support environment. This element of the service comprises - Definition, maintenance and implementation of the Fujitsu standard Information Security Management System (ISMS); Physical protection of the defined infrastructure within Fujitsu’s ISO27001:2013 accredited Data Centres; Undertaking appropriate audits and assessments to ensure ongoing compliance; Implementation and enforcement of Fujitsu’s security policies and supporting processes/procedures; Prevention of unauthorized physical or logical access; Identification of threats to relevant assets and implementation of proactive controls to diminish risk probability and/or impacts; Visibility and involvement in the maintenance of the Fujitsu standard ISMS at all levels.
Incident management type Supplier-defined controls
Incident management approach Fujitsu will following existing their Security Incident Management process should a security incident be recognised or reported. Users can report security incidents by contacting Fujitsu's support team. The appointed Service Delivery Manager will provide details of Security Incidents and appropriate reporting during regular review meetings.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £30.10 per user per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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