Civica UK Limited

Civica Software Asset Management (SAM Managed Service)

Civica’s award winning SAM Managed Service provides hosted Snow Licence Manager portal, delivered from Civica’s own UK-based ISO27001 accredited data centres.

Customers benefit from high levels of security, quality and integrity.

Civica provide the platform and infrastructure to support your SAM program, so that you don't have to.

Features

  • Hosted Snow Inventory & License Manager
  • Snow roll-out consultancy
  • Portal training & knowledge transfer
  • Service Reviews
  • Licensing & SAM Helpdesk
  • Service Delivery Management (at additional cost)
  • Managed certified Microsoft compliance (at additional cost)
  • Risk & Opportunity Report (at additional cost)
  • ROI Report (at additional cost)

Benefits

  • Award winning Software Asset Management Service
  • ITAM Review – ITAM Partner of the Year
  • Microsoft worldwide SAM Innovation Award
  • Snow Service Provider of the Year and Customer Success Award
  • 100% Satisfaction in 2013, 2014, 2015 & 2016 customer surveys
  • Proven customer examples
  • Provider of the most robust and best value SAM services
  • Industry leading SAM toolset from Snow Software
  • Hosted in Civica’s own UK-based datacentre, ISO27001 certified

Pricing

£4.51 per device per year

  • Education pricing available

Service documents

G-Cloud 10

694348617056923

Civica UK Limited

Civica UK Limited

020 7760 2800

g-cloud@civica.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Civica’s hosted Snow License Manager portal is available during business hours (9.00 to 17.00, Monday to Friday). Snow License Manager will present the available application and usage data from the previous 3 months. Compliance position reporting is subject to licence entitlement data being uploaded into Snow License Manager.

Data received daily from Snow clients will be processed overnight and available via Civica’s Snow License Manager Portal the following business day.

Current operating system compatibilities for Snow Inventory Clients available on request
System requirements Current system Requirement for Snow Inventory Clients available on request

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Each call is allocated a priority as follows:

1. Business Critical impact
2. Major Operational impact
3. Minor Operational impact
4. Minor Operational inconvenience
5. System Operation not impeded
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels To assist with any issues or queries, the Customer will have access to Civica’s Licensing and SAM Help Desk, which includes the following elements:
• Centralised point of contact for all technical, licensing and SAM knowledge, information and guidance
• 4 hour SLA to respond to any software quotation request or pricing query
• Dedicated telephone number – 020 7760 2826
• Dedicated email address – sam@civica.co.uk
• Hours: 09.00 to 17.00 weekdays
• Outside working hours, calls placed via email or voicemail will be handled the next business day
• The status of any call can be obtained by calling the SAM Service Desk
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The roll-out of the Snow client software will be undertaken by the Customer, with the support of Civica’s Snow technical team.
Telephone, email and online web conferencing based support is available during the roll-out of the Snow inventory client and throughout the term of the SAM Managed Service. This support will include:
• Technical kick-off conference call, with all relevant stakeholders, to agree deployment approach and identify deployment activities required with specific timeframes for completion agreed.
• Provision of pre-configured MSI for Snow client installation for Windows, OSX, Linux and Unix devices
• Configuration guidance for Snow on-premise technologies (as required)
• Detailed technical and install documentation
• Problem resolution, with managed escalation to Snow (if required)
• Creation of user access and permission structure for Snow License Manager portal.

Web conferencing based training sessions, available throughout the term of the SAM Managed Service. This training will be run specifically for the Customer, and can be run on a 1-to-1 or group basis. The content may be tailored to meet specific requested requirements if required.
A maximum of 4 web conferencing based training sessions are included per year.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Upon request from the Customer, prior to expiry of the SAM Managed Service, Civica will assist the Customer in extracting the following data (in CSV or Excel format):
o List of all Active, Quarantined and Inactive Computers + Computer data
o List of all Users + User data
o List of all Applications + Application data
o List of all installed applications per Computer
End-of-contract process Customer will uninstall all Snow software installed on their estate within 30 days of the expiry of the SAM Managed Service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All the functionality that is provided on desktop service is available on mobile devices.
Accessibility standards None or don’t know
Description of accessibility Third Party would need to answer this question
Accessibility testing Third Party would need to answer this question
API No
Customisation available Yes
Description of customisation Civica’s SAM Managed Service provides the market leading Snow Software licence management solution - which includes Snow Inventory and License Manager - to fully capture the hardware and installed software estate. It comes with a powerful set of reports to assist in the visibility, management, and control of all ICT assets.

Services included:
• Hosted Snow Inventory & License Manager
• Snow roll-out consultancy
• Portal training & knowledge transfer
• Service Reviews
• Licensing & SAM Helpdesk

Civica can also provide these additional services at additional cost:

• Upload of software licence entitlement records into Snow
• Monthly licence purchase uploads (for additional purchases)
• Microsoft Effective Licence Position (ELP) with optional certification with Microsoft
• On-going maintenance of Microsoft licence position
• Datacentre SAM Services for Oracle, IBM and SAP
• Licence entitlement and ELP for any other software vendor
• Service delivery management
• Risk & Savings Opportunity Reporting
• ROI Reporting
• SAM Process Analysis, Design and Implementation Services

Additional services are available to all customers. Pricing for additional services are available upon request and are subject to contractual commitments being agreed. Full details of all services are available upon request from SAM Helpdesk sam@civica.co.uk.

Scaling

Scaling
Independence of resources Underlying hardware is dynamically allocated and balanced using VMware Dynamic Resource Scheduler (DRS). DRS ensures virtual servers are allocated the appropriate physical hardware resources at all times. DRS also enables virtual servers to be migrated to different physical hardware so system availability is maintained during planned or unplanned maintenance.
Storage is allocated via a flash storage array capable of maintaining high IOPS throughput.

Analytics

Analytics
Service usage metrics No

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)

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 No
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
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 importing and exporting
Data export approach Customers may extract their data from Snow utilising the reporting available within the portal in CSV or Excel format.

If direct extract of the database data is required, this will require scoping and additional cost.
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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Civica’s standard core hours are 7am-7pm, Monday to Friday (excluding UK Bank holidays). Access to the service (remote access to data centre, domain names, network connections, IP addresses, hosted software and equipment) during core hours will have an uptime availability of 99.99%
Approach to resilience Available on request.
Outage reporting Infrastructure related scheduled maintenance will not occur between 07:00 and 19:00 Monday to Friday excluding English Bank Holidays. Maintenance will be arranged with a minimum of 3 working days’ notice, and will include a detailed description of the planned works, planned outcomes, and a detailed back-out plan, unless otherwise stated.
Unplanned outages will be notified via the Civica Service Desk.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels Two factor authentication.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

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 ISOQAR
ISO/IEC 27001 accreditation date 07/07/2015
What the ISO/IEC 27001 doesn’t cover NA
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Cyber Essentials Plus
Information security policies and processes In order to provide a wide range of services to public and private sector organisations, Civica maintains an active information security programme. This programme requires regular internal and external audit inspection of both physical and logical data protection structures. The policies and procedures are aligned to ISO 27001 and Cyber Essentials Plus certifications.

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 All hosted assets metadata is stored in a Configuration Management Data Base. This data base is access controlled to authorised staff only. The CMDB provides information essential to the secure hosting of client critical services.
Civica's Change Management process ensures that all changes are considered and planned, and appropriate, and that there is a clear audit trail of all changes.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Civica has vulnerability management processes in place for ISO27001 and PCI-DSS. These processes are externally audited on an annual basis to ensure continued compliance.
For external vulnerability scanning, Civica employs the services of an external ‘CHECK’ approved provider to perform an annual penetration test against the external management IP interface. Supporting this, Civica is also certified to the CESG approved Cyber Essentials scheme. For high value financial hosted system, Civica also maintains a PCI-DSS v3.1 certification. In scope systems are subject to month internal and external vulnerability scans as well as a full penetration test twice a year.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Civica take a proactive approach to information security through a process of continual monitoring and review. As part of a documented risk assessment methodology to identify and manage information security risks a dedicated security team update the risk register monthly.
Civica has a network monitoring solution in place ‘OpsView’ as well as a full antivirus and anti-malware solution. These technologies check the hosted services for errors, infections and unexpected network traffic and are support by Cisco IPS/IDS at the perimeter layer. This monitoring service provides defence in depth, against compromise, by detecting infections and suspicious networking activity within the 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 Civica have developed an Incident Management process (PRM07) under ISO 20000 standards which details both the Incident and Service Request Management processes.
The Civica Service Desk manages end user Service Requests, Incidents and Requests for Change (RFCs) which can be logged by e-mail, telephone and web portal.
Monthly customer reports will detail incident information.

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 £4.51 per device per year
Discount for educational organisations Yes
Free trial available No

Documents

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