Capgemini UK plc

Cloud Application Management

Capgemini’s Cloud Application Management (AM) service provides support for existing applications already hosted in the Cloud. It can provide applications related support services containing service management and reporting, integration, release and testing support.

Features

  • Can offer ITIL consistent service management and support
  • Can offer application reporting capability
  • Can offer customised service levels and KPIs
  • Can offer specific KPIs for Cloud-based applications
  • Can provide a risk managed service transition
  • Can offer a wide range of skills and resources
  • Can offer Ticket based pricing options

Benefits

  • Can help improve effectiveness in Cloud based IT Service Delivery
  • Can help to increase IT effectiveness
  • Can provide access to supplemental applications services including development capability
  • Can assist clients to achieve IT cost saving recommendations
  • Can be used to introduce a DevOps release approach
  • Can introduce the potential to incorporate evolving technology products
  • Can leverage alliances with vendors: Oracle, Microsoft, SAP, Salesforce, Amazon

Pricing

£26,500 an instance a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsector.opps.uk@capgemini.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

Capgemini UK plc Giovanna Borgia
Telephone: +44(0)370 904 4858
Email: publicsector.opps.uk@capgemini.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
The standard service as priced is not available outside UK hours (08:00 to 18:00), Monday to Friday, or on English public and bank holidays.
Non-standard technologies such as legacy applications are not supported by default. However, both extended support hours and support for specialist applications can be purchased via the SFIA rate card.
The applications and data that is to be supported must be hosted by the Buyer or their supplier in an accessible Cloud environment.
System requirements
  • First-line application support including management of basic use queries
  • Provision of a service desk function
  • Provision of secure connectivity to facilitate access as required
  • Suitable infrastructure and hosting together with the necessary application environment
  • Maintenance of previous Cloud hosting agreement(s)
  • Transfer of licences needed to use the inherited Cloud applications
  • Provision of tools required to undertake specific support activities

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Capgemini aims to acknowledge receipt of questions within two hours during Working Days. Resolution times will be according to the service level agreement for the service.
User can manage status and priority of support tickets
No
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
The support levels for individual services may be agreed within the Order Form and will be charged for in accordance with the Pricing section for this service.
Support available to third parties
No

Onboarding and offboarding

Getting started
We provide a service manual and agree and document joint operating procedures such as emergency change as part of our onboarding process. Essential knowledge transfer is provided to new Suppliers as part of our off boarding process
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Please contact if other forms for documentation are required.
End-of-contract data extraction
Arrangements for Buyer data to be extracted can be agreed at the start of each contract, and the execution of such arrangements can be completed as part of the contract close down procedures.
End-of-contract process
At the end of the contract, Capgemini can review with the Buyer: That contractual obligations have been met; That invoices have been raised and paid; That no outstanding, documented issues remain (unless agreed otherwise); That access rights have been terminated and user IDs deleted; That data had been backed up and recovered as appropriate.

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
No
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Users can buy extended support hours or support for customised applications via the SFIA rate card.

Scaling

Independence of resources
Our service is based on receiving requests which have been prioritised by the Buyer’s IT help desk following an agreed classification process. We deal with these requests and incidents in the submitted priority order.

Analytics

Service usage metrics
Yes
Metrics types
As a minimum monthly reporting on supported Cloud applications availability and all logged incident and service requests and their status is made available
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
Managed by a third party
Penetration testing frequency
Less than once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Please contact Capgemini directly, if other data protection arrangements are required
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
This will depend on the state of the Buyer’s Cloud applications that are to be supported by Capgemini
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
Contact Capgemini directly if other data extract formats are required.
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
Contact Capgemini directly if other data upload formats are required.

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
  • Other
Other protection between networks
Please contact Capgemini directly, if other data protection arrangements are required
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
Please contact Capgemini directly, if other data protection arrangements are required

Availability and resilience

Guaranteed availability
Capgemini can provide availability targets of up to 99.8% for the supported applications within the Service Hours excluding any planned maintenance. However, any availability target will be dependent on the platform availability. of the customer’s preferred hosting provider(s). Refunds are possible by means of service credits as part of an agreed SLA
Approach to resilience
Please contact Capgemini directly for information on resilience design options.
Outage reporting
Any outage or breach is reported directly to the Buyer’s delivery manager and included on the service report

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access will be restricted to authorised users only using username and password.
Access restriction testing frequency
At least once a year
Management access authentication
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
You control when users can access 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
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Capgemini’s employees are instructed and obliged to comply with Capgemini's security policy and standards, which aim to safeguard the confidentiality, integrity and availability of physical assets
and electronic information as well as information hosted on behalf of our Buyers, to enable contractual obligations to be met and enable Capgemini UK to be compliant with relevant laws and regulations.
Information security policies and processes
Capgemini follows its own information security policy, which is referenced against ISO27001:2013 - Information Technology - Security Techniques - Information Security Management Systems - Requirements, ISO 27002:2013 - Information Technology - Security Techniques - Code of Practice for Information Security Controls, and the Information Security Forum - Standard of Good Practice (2014).

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Capgemini 's configuration and change management processes are set out in its ‘Unified Project Method’ (UPM), but can be adapted to comply with specific requirements by agreement with individual Buyers (tailored services may attract additional charges).
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Information available on request
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Information available on request
Incident management type
Supplier-defined controls
Incident management approach
Capgemini's incident management processes are set out in its ‘Unified Service Method’ (USM), but can be adapted to comply with specific requirements by agreement with individual Buyers (tailored services may attract additional charges).

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£26,500 an instance a month
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at publicsector.opps.uk@capgemini.com. Tell them what format you need. It will help if you say what assistive technology you use.