Soitron UK Limited

Micro Focus Service Management Automation X SMAX Implementation, Transformation and Support

Soitron provides professional services for deployment, transformation, integration and support of Micro Focus Service Management Automation X Suite. SMAX is a multi-tenant SaaS offering, spanning the full spectrum of IT Service Management (ITSM) modules. We specialize in both small-scale accelerated implementation&adoption projects and enterprise-wide complex reorganization, migration and consolidation programs.

Features

  • End-to-End Delivery of SMAX Deployments of Any Size and Complexity
  • SMAX Technical Support & Consultancy - AdHoc and Subscription Offerings
  • Dedicated SMAX Team with Extensive Experience with Micro Focus Tools
  • Certified In-House Experts Across All Project/Program Delivery Domains
  • Expert Process Design and Training Consultancy
  • Comprehensive GAP Analysis Between Legacy and Future Mode of Operation
  • Integration & Interface Development to Connect SMAX with 3rdParty Applications
  • Service Integration and Management (SIAM) for Complex Multi-Vendor Environment
  • Custom Catalog and SRM Solution Offerings with Multi-Stage Approval Workflows
  • Automation & Orchestration - Implementation and Tuning of SMAX Add-ons

Benefits

  • Eliminates the Necessity of Engaging Multiple Vendors for ITSM Implementations
  • "SWAT" Team with Global Experience Ensuring Professional and Reliable Delivery
  • On-Demand Scale-up/down of Project Resources Per Clients Requirements
  • Efficient Design and Planning In Environments With Multiple In-Flight Projects
  • Ability to Integrate and Follow Client-Defined Project Delivery Frameworks
  • Migration of Transactional Data (Tickets) for Highly Specialized Client Scenarios
  • Zero Downtime at Legacy Systems Switchover and Uninterupted Business Flow
  • Value-Added Services and Round-the-Clock Professional Support
  • Comprehensive Service Delivery - Managing Cloud Hosting, Deployment and Support
  • All-Round Stakeholder Management, Helping Overcome Psychological Barriers to ITEcosystem Change

Pricing

£450 per person per day

  • Education pricing available

Service documents

G-Cloud 10

742595757202082

Soitron UK Limited

Nigel Davenport

07715 551795

nigel.davenport@soitron.co.uk

Planning

Planning
Planning service Yes
How the planning service works Soitron's experience spans over 10 years of successfully delivering specialized ITSM implementation, migration and support services centered around different Project Delivery Frameworks and industry standards like PMP, PRINCE, AGILE, SCRUM, ITIL, IT4IT, etc.

Foundation principles
To ensure successful implementation and seamless transition of client end users and technical staff, our professional implementation teams are committed to the following principles:
- Integrity
- Accuracy, Innovation, Speed
- Expertise

Planning - High Level Approach Outline
Our teams work collaboratively with client-designated stakeholders to agree on the details of the technical and business implementation, which considers both the current state of operations as well as the target operating model the client wishes to move to.

We take special care in adequately sizing each client solution to both minimize cloud hosting and service costs and at the same time ensure high availability and performance of the platform.

The Due Diligence or Scoping phase uses electronic templates, individual interviews and/or workshop sessions as required depending on project complexity and size.

Project Governance
Governance is set up to ensure there is appropriate senior representation to provide the authority to progress the project, remove blockers, act as escalation point, take ownership for risk mitigation and authorize changes.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works Soitron has a dedicated training team that caters to client requirements on a case-by-case basis.

We are an accredited SMA-X training provider.

Our training offerings are delivered through a range of media such as:
- Offline self-paced training collateral
- Limited attendance Train-the-Trainer sessions
- On-site Instructor led classes (ILT)
- On-line virtual instructor led classes (vILT)
- Video on Demand (VoD) or Electronic self-paced learning
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Soitron's migration and transformation services cover any scenario of transitioning from legacy landscapes to the desired mode of operation and environment. We are able to assist with both change of cloud service suppliers as well as offer comprehensive professional services for transitioning away from on-premise deployments to cloud solutions.

Apart from the core migration and transformation activities we also specialize in providing static and transactional (ticket) data migration, archiving solutions and infrastructure decommissioning services to ensure clients can achieve a clean break from legacy environments.
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 We employ industry leading tools and methodologies to develop customized testing scripts and schedules in order to ensure quality and resilience.

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
Other security services Penetration Testing
Certified security testers Yes
Security testing certifications Other
Other security testing certifications ISO

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works •SMA-X - all offerings from Micro Focus are supported
•AWS Hosted
•Azure Hosted

Service scope

Service scope
Service constraints There aren't any notable constraints to the service in terms of our ability to deliver Implementation, Transformation and Support Services for SMA-X.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Severity 1 - 1 Hour,
Severity 2 - 3 hours,
Severity 3 - 6 hours,
Severity 4 - 1 Business Day
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Products are tested with the following assistive technologies. * VoiceOver * JAWS * NVDA
Support levels Please see Pricing Supplement for details. Soitron provides different support options depending on the Support Tier selected by Client. Apart from the defined base support Tiers, custom support matrixes are available subject to individual agreements.

Resellers

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

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Pricing

Pricing
Price £450 per person per day
Discount for educational organisations Yes

Documents

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