Six Degrees Technology Group Limited

Client Service Management

Client Service Management provides an overlay to Six Degrees’ other Services to deliver reporting, analysis and dedicated Continual Service Improvement (CSI) for our clients.

Features

  • Provides you a single point of contact, your Service Manager
  • Manages escalations that you raise
  • Producing reports after each Review Period and leading Service Reviews
  • Organise and chair regular meetings to review the Service
  • Alternative Service Manager will be provided if yours is absent
  • Incident Reports tailored to the impact to the client's environment
  • Escalation Management within both Six Degrees and the client’s environment
  • Continual Service Improvement to provide you the best service value
  • Strategic Business Reviews to provide an innovation roadmap
  • Fully ITIL aligned, ISO 27001/9001 compliant

Benefits

  • Free up your internal resources to focus on organisation's mission
  • Realise the greatest value from your assets and services
  • Fully ITIL aligned, ISO 27001/9001 compliant
  • Extensive experience managing multi-vendor services to clients
  • Continual Service Improve focussing on efficiency, effectiveness and cost optimisation
  • Large team provides scalable and broadly skilled CSM service
  • Flexible offerings ensuring you only pay for appropriate service levels

Pricing

£0 to £10,000 a unit a month

  • Education pricing available

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.sales@6dg.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 0 0 2 9 9 2 1 3 2 0 2 6 1 2

Contact

Six Degrees Technology Group Limited Rob Walton
Telephone: 07813303485
Email: publicsector.sales@6dg.co.uk

Planning

Planning service
Yes
How the planning service works
When transitioning Services across to us, it’s essential that Customers do not suffer any degradation of service and that systems and data are not placed at an unnecessary risk.

We utilise a mature set of onboarding processes and resources for the transition of Support Services. We follow this process, so that your services are provisioned efficiently, cost- effectively and with minimal impact, in order to achieve the following:

•Consistent, Predictable Service- Onboarding allows us to gather information on systems that can be passed on to the Service Desk, allowing engineers to provide End-users with effective support from day one.

•Minimised Risk- By onboarding properly, we minimise the risk to you by gaining a full understanding of incumbent systems and creating a roadmap for migration to new systems if needed.

•Mutual Education- The onboarding doesn’t just let Six Degrees get to know a new Customer, it also provides; the new Customer with the opportunity to learn about Six Degrees and how we deliver our services.

•Through the effective shadowing, information gathering and documentation that takes place during Service Transition, we are able to streamline the process of moving new Customers across to our Service Desk & Support Services.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
All Six Degrees services

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Environment Review - To develop a high-level definition of the infrastructure in-scope for support.
Discovery - A detailed investigation and analysis phase to capture all of the information required for the design finalisation.
Design - High level solution proposal that can be used as a basis for agreement with you and for planning the Transition project.
Service Proposal - To provide a finalised proposal, plan and budget for the Service Transition. You can then use this proposal for business case review and approval to proceed.
Transition Project Planning - Project kick-off identifying project structure and documents. Create a detailed plan of how to Transition each service component within an overall program plan. Seek approval from you to proceed with the Transition.
Deployment - Testing of the Service components required before Service Transition can commence.
Service Transition - Controlled migration of your locations, End-users and Services into the Transitioned state.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Through our transition approach, during the deployment phase testing of the Service components is required before Service Transition can commence. During this phase, all primary workflows are tested, including:
User accounts;
Any dedicated phone numbers or other support systems;
Operational support documentation and client portal accounts
If procuring other Six Degrees or third party services, these are also tested as part of transition.
Your allocated service transition manager will ensure this is conducted successfully.

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
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

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
Six Degrees Client Service Managers (CSMs) have the skills, scale and capability to support organisations using a wide range of software/hardware/IT services.
Outside of any scheduled CSIP activities or other problem management/improvement initiatives, the CSM service operates on a monthly or quarterly review period.
The “Review Period” is a calendar month or calendar quarter, as defined by the Client Service Management Option (indicated on the Order Form). Service Reviews will take place at a mutually agreed date shortly after the end of each Review Period.
At the end of each Review Period, we will collate and send to you a set of “Periodic Reports” that cover operational information within that Review Period, as described in the Service Description or a SoW. Periodic Reports will be delivered by email within 3-7 working days of the end of the agreed review period.
Following delivery of these reports, we will arrange a “Service Review” with you, which is a conference call or meeting, to review the Services that we provide to you:
i)Review of Service Level Performance Report Data
ii)Review of ITSM Report Data
iii)Review of the Continual Service Improvement Plan
iv)New Services Introduction (Premium+ Service Management only)
v)Service Review Minutes and Actions.

Service scope

Service constraints
None.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our longest Service Request response SLA is 2 hours during business hours or 2 hours at any time with 24x7 support option.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 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 2.1 A
Web chat accessibility testing
None.
Support levels
Support is available on a 7am to 7pm business days or 24x7x365 model. The Service Desk service can be purchased in the following tiers:
Triage;
Technical Service Desk (Level 1);
IT-2-IT Support;
Full End-User Support;
Please see the service description for more details on each level and applicable SLAs.
Client Service Management is available in 4 separate options:
Essential Service Management
Advanced Service Management
Premium Service Management
Bespoke Service Management
Please see the service description for the relevant details of each tier of service.

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£0 to £10,000 a unit a month
Discount for educational organisations
Yes

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.sales@6dg.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.