BMC's Discovery/Client Management are OnDemand tools for discovering IT assets on-premise or multi-cloud and mapping their dependencies and meta data in a CMDB.
AiM can configure the Discovery/Client Management tools for an organisation, run the infrastructure scans, and create patterns which will return useful information about the infrastructure.
- Discovery identifies all end-points on infrastructure server, switch, router, applications.
- Client Management discovers all client devices/applications connected to an infrastructure.
- Tools capture huge range of meta-data on end-point/device assets.
- Tools distributed with a central collector for complex/secure infrastructures.
- Stores asset data into BMC Remedy CMDB ships with Discovery.
- Provides dashboards, analytic 'big data' reports on infrastructure.
- Multi-cloud allows discovery to scan on-premise and all cloud environments.
- Interfaces with BMC and non-BMC products through APIs.
- Consulting-led set-up, to fully meet organisational needs.
- Deploys quickly and easily by experienced onboarding team.
- Understands the make-up, structure and dependencies of infrastructures.
- Allows infrastructure mapping to be undertaken from any point/location.
- Allows application mapping.
- Identifies infrastructure security vulnerabilities - eg un-patched devices, file anomolies.
- Identifies asset costs, purchase/book values, end-of-life dates for devices/software.
- Sophisticated query engine allows complex information to be collated.
- Supports infrastructure due-diligence, eg datacentre moves, M&A activity.
- Dashboards and management reports provided.
- Consulting-led configuration and deployment, to fully meet organisational needs.
- Deploys quickly and easily by experienced onboarding team.
£21.00 per device
- Education pricing available
- Free trial available
+44 (0) 8448 040 653
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
BMC Remedy OnDemand
BMC IT Operations Management products
|Cloud deployment model||Public cloud|
|Service constraints||No, technology agnostic|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Three service windows:
1. 08.30 - 17.30 Monday to Friday, excl public holidays.
2. 07.00 - 19.00 Monday to Friday, excl public holidays.
Response and resolution time SLAs depend on call priority but ate the same for all service windows. For example, P1s are responded to in 30 minutes.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 AA or EN 301 549|
|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||We use BMC Remedy ITSM system for Service Desk support. Web chat is provided out of the box to customers.|
|Onsite support||Onsite support|
Three service windows:
1. 08.30 - 17.30 Monday to Friday, excl public holidays. £20,000/year
2. 07.00 - 19.00 Monday to Friday, excl public holidays. £25,000/year
3. 24x7x365 £40,000/year
Response and resolution time SLAs depend on call priority but are the same for all service windows. For example, P1s are responded to in 30 minutes.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Provide a full onboarding project as required|
|End-of-contract data extraction||AiM will provide the user with the ability to extract their data from the CMDB repository before the contract ends. 1 month after the data will be destroyed.|
|End-of-contract process||Price includes removal of data by customer.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||No|
|Accessibility standards||WCAG 2.0 AA or EN 301 549|
|Accessibility testing||Tested as fit for purpose with range of focus groups of different disabilities. Different CSS themes, eg high contrast.|
|What users can and can't do using the API||API/Pentaho allows the tool to integrate with other systems. This will be undertaken by AiM.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
Tool can be configured in terms of document management, reports, patterns/queries.
User administrators will be trained to write basic patterns/queries.
Significant functional code changes are not possible.
|Independence of resources||Highly resilient cloud with scaleable hosting resource, guaranteed minimum provision.|
|Service usage metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||BMC Software|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||API link to customer data sources to exchange data. The system will allow electronic documents to be transferred through DataTrove®.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Approach to resilience||Available on request.|
Service health public dashboard
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Access controls using standard methods and API, eg:
1. Role based control.
2. Dedicated links.
3. Passwords, system accounts.
4. IP range restrictions.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||Between 1 month and 6 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||Between 1 month and 6 months|
|How long system logs are stored for||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||CQS|
|ISO/IEC 27001 accreditation date||2018|
|What the ISO/IEC 27001 doesn’t cover||All services and operations are covered.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
ISO 22301 Business Continuity
|Information security policies and processes||All those required by ISO/IEC 27001 and ISO 22301. Recorded in our ISM Manual and Statement of Applicability, and BCM Manual.|
|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||
Configuration management and Change/Release Management policies, backed up by processes and controlled in BMC Remedy CMDB, Jira following common data model, ITIL, software development best practices.
IT assets are controlled from purchase/development to disposal and service introduction assesses security risk and data protection risk in terms of any data it will host.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Tools used to protect end-points and identify threats, risk of breaches, breach manifests.
Emergency patches deployed in 4-6 hours.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Regular checks made of the code to ensure no vulnerabilities if penetrated (regular penetration testing).
Tools used secure endpoints of the service and system to reduce the risk of external penetration from attack vectors, detect attacks and respond to them.
A security event raises a security incident for immediate escalation to the operations and SecOps teams. Response is immediate.
|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 and major incident process defined through ITIL best practice managed by service desk on Remedy ITSM system.
Users report incidents to the service desk by phone, email or portal.
For each P1 and P2 a major incident report is generated for the user (security, operational, or other).
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£21.00 per device|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
14 day trial supported by AiM.
Set up and initial training. Help with use cases and success criteria.
Access to the software and facilitated help throughout.
Assessment at end of trial.