Little Fish (UK) Ltd

User Experience Monitoring (UEM) / Application Performance Monitoring (APM)

With Littlefish User Experience Monitoring (UEM) / Application Performance Monitoring (APM) you can simulate and monitor the application specific actions (transactions) your users undertake on a day to day basis to assess performance, functionality, and optimisation.

Features

  • Fully managed 24/7 service
  • Ease of rapid deployment
  • Completely vendor agnostic and therefore compatible with any application
  • Possible to configure multiple simulated transactions per application
  • Ability to monitor an application from multiple locations
  • Executive and Technical Monthly reports for application performance and availability
  • Real time RAG status of application performance and availability

Benefits

  • Adopt enterprise-class IT systems performance measures as a Managed Service
  • Proactively identify and troubleshoot application performance degradation faster
  • Achieve rapid root cause analysis by monitoring various sub components
  • Ensure users remain productive by rapidly restoring acceptable application performance
  • Eliminate ‘finger-pointing’ between internals teams and suppliers regarding responsibility
  • Manage ISV relationships with quantitative feedback on application performance
  • Understand performance trends for your applications
  • Improve the interaction between your users and their business-enabling applications

Pricing

£7.80 to £12.00 per device per month

Service documents

G-Cloud 10

683728706262224

Little Fish (UK) Ltd

Sales

0844 8484440

digital.marketplace@littlefish.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints At least one device must be available within the customer environment to install the UEM/APM agent onto (to collect performance statistics).
System requirements
  • Littlefish will install UEM/APM agent onto each device for monitoring
  • Very small footprint (c.50Mb disk space required)
  • Agent will send monitoring datapoints over the internet (SSL encrypted)
  • Agent can encrypt monitoring datapoints
  • Agent can use authentication if required
  • IPSEC VPN can be used between Littlefish and customer locations

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Timescales vary by agreed priority levels. Where the contact channel is phone or live chat then the service is available immediately.
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 No
Onsite support Yes, at extra cost
Support levels Our UEM/APM service is provided in line with a core set of KPIs (which are outlined in more detail, alongside our approach to service delivery, in the attached Service Description document). Fundamentally our service is designed and configured to intelligently monitor the performance of users application environments within their workplace, and alert to our Service Desk of any degradation in service below agreed thresholds. The Service Desk informs the appropriate Service provider of the alerts and manages the Incident to resolution. The overall Service has an availability SLA for monitoring, backed by service KPIs provided by the Service Desk to ensure alerts and incidents are handled effectively. A Service Account Manager (SAM) will be appointed to manage the services we deliver. The SAM will own the relationship from both a commercial and operational perspective. SAMs are normally supported by a Service Delivery Manager (SDM) who ensures that day to day service operations are delivered to the highest standards, and in line with any collaborative processes that have been developed with the customer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A Littlefish Consultant works with the Customer to identify key business critical applications and associated typical transactions. The baseline measurements for those applications are taken. The Littlefish Consultant works with typical transactions to make them simulation ready and the monitoring tools are installed and customised to 'alert' if the baseline measurements are not met.
Documentation is provided to support the installation and configuration services performed by the Littlefish consultant.
Service documentation Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction Any monitoring data captured as part of the service is exported and returned to the customer in a CSV format.
End-of-contract process Off-boarding involves Littlefish returning all documentation to the customer and providing a CSV export of all monitored datapoints captured. Once the monitoring datapoints are confirmed as accepted by the customer, Littlefish then purges the monitoring datapoints from the UEM/APM database. Finally the UEM/APM agents and any remote connectivity are uninstalled/disabled.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install Yes
Compatible operating systems
  • MacOS
  • Windows
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility The Service Interface is a simple web-based HTML site. As a consequence of this the site is able to utilise the standard accessibility capabilities of whichever of the highlighted browsers the user is using to view the site.
Accessibility testing The Service Interface is a simple web-based HTML site. As a consequence of this the site is able to utilise the standard accessibility capabilities of whichever of the highlighted browsers the user is using to view the site.
API Yes
What users can and can't do using the API API access available and supported
API documentation No
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources Workloads are performed on agents on 'local' devices within the customer environment (and aggregated to a cloud based management interface).

Analytics

Analytics
Service usage metrics Yes
Metrics types Monthly reports are provided as part of the service detailing trend analysis on monitored application performance (detail of response times) and a breakdown of all threshold breaches identified in the monitored period.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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
  • European Economic Area (EEA)
User control over data storage and processing locations No
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 In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Any monitoring data captured as part of the service is exported and returned to the customer in a CSV format.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Littlefish commit to ensuring that any identified threshold breaches are notified to the customer within 30 minutes of occurrence.
The service is available 24/7 with an availability SLA of 99.9%
Approach to resilience Littlefish operate a fully resilient service. The Littlefish UEM/APM platform is operated as a multi-tenanted Cloud service from within Tier 2 Data Centres.
Outage reporting Our Service Desk will identify, capture and report any service outages, via Phone and email communications. Monthly reports are also provided.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Standard username password restrictions are in place to control access. For direct interaction with our Service Desk it is also possible to enable Identity Management processes with users being prompted share pre-recorded 'challenge/responses' in order to engage the service.
Access restriction testing frequency At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Username or password

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 Between 6 months and 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 Between 6 months and 12 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Littlefish are accredited to ISO27001:2013 and operate a Information Security Management System (ISMS) that inevitably conforms to this standard. Littlefish are also Cyber Essentials Plus accredited.

Operational security

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 Littlefish work flexibly to implement the Automation service in line with our customers pre-existing Configuration and Change Management processes. In turn these processes are typically ITIL aligned.
Vulnerability management type Undisclosed
Vulnerability management approach Vulnerability management processes are managed by the application vendor, Amdosoft, within their Amazon Web Services environment.
Protective monitoring type Undisclosed
Protective monitoring approach Protective monitoring processes are managed by the application vendor, Amdosoft, within their Amazon Web Services environment.
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 Littlefish operate a robust ITIL aligned process for Incident Management covering standard Incidents and Security Incidents. Incidents are registered either through user interaction (phone, web, etc) or through proactive monitoring. Incident reports are typically delivered to our customers on a monthly basis as part of the service review cycle.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £7.80 to £12.00 per device 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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