FCO Services

IT Service Management

FCO Services’ offers set of specialised organisational capabilities through IT Service Management. Employing ITIL best practices and extends into enhanced processes and implementation to provide additional value-added functionality. It’s the implementation of quality IT services that meet the needs of the business.

For Government. By Government.

Features

  • Eliminates Risks by advocating standardisation and ITIL best practices
  • Facilitates the efficient resolution of problems and Continual Service Improvement
  • Allows more effective and efficient work through repeatable processes
  • Identifies where to simplify workflows, leading to greater efficiencies.

Benefits

  • More efficient IT means less downtime, which means more productivity
  • Manages change more effectively and efficiently
  • Allows IT teams to quickly identify problems resulting from changes
  • Minimises downtime and issues that users experience, increasing staff productivity
  • Saves money by minimising time teams spend on resolving issues
  • Improves communication and sharing of information across the business units

Pricing

£440 per person per day

Service documents

Framework

G-Cloud 11

Service ID

7 2 8 1 6 3 1 0 2 9 9 5 8 6 2

Contact

FCO Services

Elizabeth Arneill

01908 515789

lizarneill.dosframework@fcos.gov.uk

Planning

Planning
Planning service Yes
How the planning service works The ITIL processes within our IT Service Management (ITSM) ensure that IT Services are provided in a focused, client-friendly and cost-optimized manner. Our IT Services are clearly defined, success can be measured with regards to the service provision, and targeted improvement measures can be introduced where necessary.

Solid Service transition function exists allowing us to build and deploy IT services.  Service Transition ensures that changes to services and Service Management processes are carried out in a coordinated manner.  Service transition links in-between our Service Design to Service Operation functions, facilitating a robust, trouble and stress free handover to live service for our customers’.  

We plan and coordinate the resources to deploy Releases within the predicted cost, time and quality estimates.
Planning service works with specific services No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Migration tools and setup is subject to vendor platform technologies and supported methods. Ongoing professional services such as monitoring, maintenance and security auditing can be provided depending on customer requirements to ensure integrity of data including internal penetrating testing where requested as well as management of external accreditation and organisations.

A handover can be provided by professional services staff once migration is complete subject to customer requirements.
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 FCOS offer an exceptional end-to-end Quality Assurance service in a secure environment.  Our highly motivated, experienced, security vetted team have a proven track record of delivering high quality products and custom solutions in the Public Sector for over 15 years, tailored to the clients requirements.

Our Agile approach encompasses functional, integration, resilience, compatibility, load testing, Operational Acceptance Testing and User Acceptance Testing with full defect management and reporting. Working to recognised Industry Standards (IEEE/ISTQB) we ensure quality, reliable and robust software for successful go-live products.
FCOS offer an exceptional end-to-end Quality Assurance service in a secure environment.  Our highly motivated, experienced, security vetted team have a proven track record of delivering high quality products and custom solutions in the Public Sector for over 15 years, tailored to the clients requirements.

Our Agile approach encompasses functional, integration, resilience, compatibility, load testing, Operational Acceptance Testing and User Acceptance Testing with full defect management and reporting. Working to recognised Industry Standards (IEEE/ISTQB) we ensure quality, reliable and robust software for successful go-live products.

Security testing

Security testing
Security services Yes
Security services type
  • Security risk management
  • Security design
  • Security testing
  • Security incident management
Certified security testers No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by a third-party organisation
How the support service works Our accredited teams of highly skilled digital experts, deliver exceptional customer service, which is underpinned by an industry leading service level agreement (SLA) performance.
Working in tandem with our Service Desk, our second, third and fourth line resolution teams are also able to interface directly with third parties

Service scope

Service scope
Service constraints None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Based on the priority of the ticket, FCO Services can respond within 30 minutes on a 24x7/365 basis.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Support levels The FCO Services’ Global Support Centre (GSC) acts as the single point of contact for the receipt of all interactions, incidents and service requests from the Customer’s nominated representative (s) with the service  capable of delivering operational support and management on a 24x7x365 basis.
Standard GSC Operational hours: 0700-1900 Mon-Fri excl. UK public holidays
Accepted methods of contact include customer contact via telephone and email which may result in the subsequent creation of an incident or service request.
The GSC can be contacted for support by customers in either one of two ways
1. By telephone
2. Via email with the customer utilising an FCO Services defined template for email communications

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £440 per person per day
Discount for educational organisations No

Service documents

Return to top ↑