Questionmark Computing Ltd

Questionmark OnDemand

The Questionmark OnDemand service is an online assessment platform providing the ability to author, deliver and report on tests, quizzes, surveys and exams for training, certification, advancement, channel expertise, competency measurement, compliance and workforce learning. Widely used in government, military, health, law enforcement and fire services.

Features

• Comprehensive item banking with easy search functionality
• Deliver assessments via browser, secure browser, mobile devices and paper
• Robust reporting and analytics suite
• Collaborative authoring environment complete with version tracking and roll-back features
• Author once, deliver to multiple devices simultaneously
• Accessibility features such as text sizing and contrast controls
• Available in 36 different languages
• Secure and robust service that is ISO 27001 certified
• Scalable, flexible solution with rapid deployment
• 99.9%+ uptime

Benefits

• Create and deliver certification assessments and advancement exams
• Create and deliver post-course tests for distance learning
• Create, deliver and report on surveys and course evaluations
• Tracking changes to questions means legal defensibility
• Blended delivery allows mobile/onsite workers to still take assessments
• Observational assessments allow measuring performance on practical tasks
• Create valid and reliable assessments to make trustworthy decisions
• Assessments that document training and understanding for compliance purposes
• Improve test validity by running job task analysis surveys
• Assess skills of technical staff, engineers and equipment maintainers

£5,994 to £305,000 a licence a year

• Free trial available

Service documents

• Pricing document (pdf)
• Service definition document (pdf)
• Terms and conditions (pdf)

Framework

G-Cloud 12

Service ID

899299404750843

Contact

Questionmark Computing Ltd

John Kleeman

02072637575

john@questionmark.com

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: Success factors, SABA, Moodle, and any other SCORM, LTI OR AICC compliant learning management system.
• Cloud deployment model: Private cloud
• Service constraints: Questionmark OnDemand is available 24/7 365 days a year. There is scheduled maintenance on the 3rd Saturday of each month that rarely involves some downtime.
• System requirements: Questionmark OnDemand simply requires a standard browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time SLAs are set out in our terms and conditions. Severity one issues are responded to within 4 hours. See our terms and conditions for fuller SLAs.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web Chat is accessed via a link from Questionmark's support website. Users can chat, share documents and URLs. They can not audio chat or video chat.
• Web chat accessibility testing: None.
• Onsite support: Yes, at extra cost
• Support levels: Questionmark provides extensive technical support and email, phone and chat support is included for a number of different designated contacts within the service. There is also comprehensive documentation. ; ; Support has response time SLAs set out in our terms and conditions.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Work with a Questionmark expert to design and deliver an onsite, hands-on training course that will help your organisation get the most out of Questionmark OnDemand. Potential topics include:; Authoring assessments using Questionmark Authoring Manager,; Using participant management scheduling features, ; Understanding and using Questionmark's blended delivery options,; Generate reports based on assessment results, Using Questionmark Enterprise Reporter and Questionmark Analytics; ; Participants are challenged to execute assessment development tasks using the software. Exercise materials are provided, but participants are encouraged to bring their own assessment content to the course and may substitute their own projects for the classroom exercises, where applicable.; ; Course modules may be comprised of multiple activities, with different activities designed for motivation, comprehension, practice, and application. Exercises can be crafted with your input to reflect authentic assessment-related tasks and contexts.; ; There is also a large array of documentation and advice available on the Questionmark website. There is also a dedicated account manager available for any questions that may occur.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: If the customer decides to terminate rather than renew their use of Questionmark OnDemand, an export of data in a standard format can be made available at no charge.
• End-of-contract process: If the customer chooses not to renew and decides to terminate their use of Questionmark OnDemand, an export of data in a standard format can be made available at no charge.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 10
  • 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: We use responsive design, and there is very little difference in the mobile service and desktop service. Questionmark OnDemand adapts itself to fit the screen size required, with all elements of the portal still easily accessible on the screen.
• Service interface: No
• API: Yes
• What users can and can't do using the API: Questionmark supports several APIs with full details at https://www.questionmark.com/developer/api. ; ; Questionmark's Application Programming Interfaces (APIs) allow rich integrations between Questionmark technologies and third-party applications.; ; Results API:; Based on the Open Data Protocol, Questionmark's Results API is a REST-ful data service that can be used to retrieve result data from a user's Results Warehouse. The Results API allows customers to import result data into statistical analysis tools like Microsoft Excel and create reportlets to help them analyse their data.; ; QMWISe (Questionmark Web Integration Services environment):; QMWISe is a web-service interface to Questionmark based on SOAP messaging. QMWISe provides a secure interface to the Questionmark database.; ; PIP (Perception Integration Protocol):; PIP is a lightweight interface to Questionmark's delivery system. PIP files provide assessment launch and callback capabilities using HTTP query strings and Questionmark variables. PIP is also used to enable support for SCORM and AICC protocols.; ; Delivery OData API and xApi endpoint; ; SAML integration SSO
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Questionmark OnDemand can be customised for a variety of needs. The template can be altered graphically to reflect the company using OnDemand, and there are a multitude of reporting and analytics that are customisable through OData and APIs

Scaling

• Independence of resources: Questionmark uses redundant load balancers to ensure the availability of their OnDemand service. Additionally, OnDemand service resources are monitored and dynamically allotted as needed.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: The service is protected by redundant firewalls and each server in the various tiers is protected by a host-level firewall. A Bastion Host is used to allow system maintenance without damaging system security or integrity.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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 a variety of export capabilities within the software including in Excel, CSV and PDF formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • ASCII
  • Blackboard
  • LXR Merge
  • Moodle XML
  • QTI 1.2 XML

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Firewall, Antivirus, Intrusion Prevention System. Additionally, the OnDemand service is hosted in a data centre isolated from Questionmark's internal systems.

Availability and resilience

• Guaranteed availability: Using all the systems and security we have in place, we target a 99.9% uptime of Questionmark OnDemand. During 2019, our actual uptime was about 99.99%.
• Approach to resilience: Questionmark uses a Data Center that provides the following features and safeguards:; ; Physical security measures:; ; The physical security of the building and servers are maintained by 24-hour manned security & intruder/security breach alarms, Smart Card access policies and internal and external CCTV systems. The data center does not include signage that could identify it as a data center.; ; Environmental monitoring:; ; The Network Operation Center (NOC) monitors alerts (visual, audible and via email) and engages the personnel at the data center to resolve issues. There are 24 x 7 environmental monitoring systems, fire alarm status and FM200 fire suppression equipment, N+1 redundant Heating Ventilation Air Conditioning (HVAC) system and a controlled environment with room temperature 24°C +/- 2°C.; ; Data Center Certifications:; ; The Data Center is compliant with the ISO 9001 Quality Management System standard and the ISO 27001 Information Security Management System standard
• Outage reporting: Questionmark provides notification of service outages via email notifications. Additionally, the status of the OnDemand service is available at http://status.questionmark.com/.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Questionmark uses Role Based Access Controls to enforce the rule of least privilege.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: Between 6 months and 12 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 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 28/06/2017
• What the ISO/IEC 27001 doesn’t cover: Our scope is broad and covers all our operations under G-Cloud. See certificate at https://www.questionmark.com/go/iso-27001-certificate
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 20/12/2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Our entire Questionmark OnDemand service is covered by our CSA STAR self-assessment.
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Questionmark's Information Security Policy is reviewed and approved by the Questionmark board of directors at least annually. Questionmark has a member of the board of directors responsible for security.; ; Questionmark has a comprehensive Data Security Policy in place that applies to all employees and a small number of authorized contractors (quasi-employees). Here is a summary of the policy regarding employees:; • Background checks are carried out on all new employees.; • Employees are required to sign a confidentiality agreement and commit to Questionmark’s Data Security Policy; • Data Security training is given to each new employee.; • Data security and information security awareness briefings are given to all employees regularly.; • Questionmark’s Information Security Officer is responsible for compliance and recording breaches if and when they occur.; • All employees must pass annual tests on Questionmark’s Data Security Policy.; • GDPR Compliance Procedure

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: All releases are tested in a development setup, then moved to staging and tested there before being moved to production. There is an automated deployment mechanism with sign-off at each stage. Further information is available in our description of Questionmark security, available under NDA.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Questionmark triages vulnerabilities and remediates them in a timeline based on risk. Additionally, the Questionmark Security Team monitors supplier and industry security feeds for security issues in system software. These issues are triaged for applicability and severity then tested, patches or remediation’s are applied immediately or within the monthly release cycle, based on risk.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Questionmark's OnDemand service is monitored 24/7 by the data centre Network Operations Centre and we have several other alerting systems.; ; We have a comprehensive incident response plan which is regularly tested by table top testing.
• 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: Questionmark maintains a robust and well-tested Security Incident Response Plan to address all potential security incidents. Users can report incidents to technical support.

Secure development

• 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

Pricing

• Price: £5,994 to £305,000 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We provide a 30 day free trial to allow evaluation of the service. When applying for a free trial you will be contacted by our team briefly, and set you up with a zone meeting your requirements. This usually lasts for 30 days unless extenuating circumstances.

Service documents

• Pricing document (pdf)
• Service definition document (pdf)
• Terms and conditions (pdf)