macseu

IBM TRIRIGA Cloud Hosting Services

MACS’ focuses on providing Integrated Workplace Management (IWMS) and Enterprise asset management (EAM) solutions to local and central government organisations through digitised SaaS offerings. These vary from maintenance and FM focused situations, to wider-ranging solutions which also help to manage leases, space, capital projects, energy use and environmental emissions.

Features

  • Gartner leading Integrated Workplace Management Systems (IWMS)
  • Real estate portfolio management - (CMMS IWMS EAM)
  • Management of Capital projects
  • Energy and Carbon Management
  • Space management - BIM & CAD compliant
  • Lease accounting management & compliance IFRS16
  • Facility Management - FM CAFM
  • Digital Process Automation
  • Platform for IoT integration

Benefits

  • Paid as an OPEX expense instead of a CAPEX investment.
  • Streamline lease accounting practices to comply with new standards
  • Offers advanced, collaborative project management capabilities
  • Use analytics and benchmarks to prioritise energy-savings projects
  • Provides facility planning, management and flexible space reservation management
  • Track budgets, costs and schedules for more efficient facilities maintenance

Pricing

£615 per user per month

Service documents

Framework

G-Cloud 11

Service ID

7 0 1 6 5 3 8 7 5 6 2 7 7 2 8

Contact

macseu

Paula Lloyd

02084327430

g-cloud@macs.eu

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Options
•Additional non-production instance(s)
•Expansion of non-production instance(s)
•Additional release upgrade frequency
•Optional First Line Helpdesk
Cloud deployment model
Private cloud
Service constraints
There are no current constraints
System requirements
  • Works with all common supported browsers
  • Information on 3rd-party software level dependencies available on request

User support

Email or online ticketing support
Email or online ticketing
Support response times
Out of hours support is available upon request typically our help desk is during standard office working hours Monday to Friday
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
MACS works with your organisation to put the appropriate support model in place, our standard model is based on the following levels.

Level 0 – Systems Administration were we train and empower nominated staff members to act as a first point of contact.

Level 1 - Provided by a trained MACS support engineer encompasses the first level of problem determination, diagnosis and resolution, plus the majority of operational and administrative tasks.

Level 2 - Provided by the MACS consultancy team is following the Request/Incident Process. This is the escalation route for any support issues that cannot be resolved at Level 1.

Level 3 - Provided by IBM. Level 3 Support is defined as the highest technical level of support in the model. Problems are passed to Level 3 once problem determination has taken place and the resolution requires a physical change either to the underlying application source code, its environment or its infrastructure.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Due to the wide use of the system there is rich user community that provide online videos and support forums.

MACS can arrange for an interactive demonstration of the solution and any training requirement you may.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
A process of database export has been established this can be exported tables, excel files, CSV. Further details can be provided upon on request.
End-of-contract process
There will be a formal end of contract review, providing and agreement for any commercial and technical discussion to take place. A formal exit plan will be agreed as part of the life cycle of the contract. Client data will be format in the format and timetable agreed during contract negotiations and confirmed in the exit review.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile deployed via the off-line and online features and via roles and apps.
Service interface
No
API
Yes
What users can and can't do using the API
RESTful services are provided by the OSLC functionality.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The solution allows for full customisation by the end user. However due to the advanced capability of the product it is recommended that any changes are made by configuration. This serves to improve maintainability and upgrade-ability and reduce the life-cycle cost of the solution.

Scaling

Independence of resources
The MACS solution is design as a fully scale-able SaaS service and as such meets the requirements of both small users and large enterprises.

Analytics

Service usage metrics
Yes
Metrics types
Need to agreed in conjunction with the client service metric requirements.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
IBM TRIRIGA, IBM Maximo, IBM Control Desk

Staff security

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

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
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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 export approach
There are 3 ways to import and export data from Maximo
• The import or Export function can be added to the application where the data resides,
• Manually import or export from an integration external system,
• Automatically import or export data, this can be done using OSLC, an interaction, an invocation channel, polling a database table, consuming an xml file or consuming a flat file from a file directory. The type of data import controls the elements that have to be set-up.
Data export formats
CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • Data Table Import
  • ETL Process
  • Data Integration

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

Guaranteed availability
Our Cloud Service provider provides 100% uptime Guarantee for Network and Platform. Loss of use of core functionality Maximo is 5 % i.e. 95 % availability . No refund is offered.
Approach to resilience
VM Replication
Database Replication
-Transactional replication
-Log shipping
-Mirroring
Array-based Replication
DNS Failover
Outage reporting
Email Alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Under our ISO 27001 Standard Operating Procedure (SOP) Access control is based on the role of the employee and is documented under an Access levels process. This is controlled by the security officer and access is granted to the central management team and reviewed under our internal and external audits for ISO 27001.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
It's available on request.
Information security policies and processes
It's available on request.

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
Primary contact person will maintain and add information to these requests including an impact analysis for realizing the changes and improvements.
On a quarterly basis all request and changes will be reviewed by the Customer key user team and the MACS primary contact.
All approved changes will be bundled in releases after which detailed planning will be made for development, testing, acceptance and promotion to production.
A formal rollback plan will be shared before the promotion to production.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Information about technical vulnerabilities of information systems/application being used are monitored via the MACS technical team, the organisation's exposure to vulnerabilities is evaluated regularly, and appropriate measures taken to address the associated risk.

MACS follow the patch policy of all deployed products. All systems shall be kept up to date based on software updates provided by the supplier.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
ISMS SR (information incidents) are notified by all employees in the servicedesk or otherwise emailed to the security officer. The security officer has a console designed to monitor all incidents from first notification to completion.
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
Incident management is covered under our ISO 27001 Standard Operating Procedures. All incidents are reported in our Servicedesk as an internal service request with the marking Information Security (SR type = ISMS) and dealt with separately. The Security Officer will be notified always of every new incident and he/she shall check at that time whether the reported incident is an information security incident. If it is an information security incident, it will be dealt with in the proper way and the reporter will be notified of the steps taken.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£615 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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