CDW Limited

CDW Desktop as a Service (DaaS)

ServiceWorks Desktop is a leading cloud-based Desktop as a Service (DaaS) solution based on market leading Citrix and Microsoft technology, optimised and delivered from CDW’s premium managed platform allowing all the mobility, convenience and freedom users demand. The hosted infrastructure is proactively monitored 24/7 by our dedicated Service Operations Centre.


  • Built on enterprise-class technology
  • Delivered from state-of-the-art UK-based data centres
  • Built-In Scalability
  • A partner at the forefront of DaaS


  • Flexible per-user-per-month
  • Share in world-class technology
  • Based on leading technology
  • Provides users with the freedom and flexibility they demans
  • Match appetite for new workstyles


£44.80 to £62.40 per instance per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10


CDW Limited

Andy Wood

0161 837 7744

Service scope

Service scope
Service constraints UK based only
System requirements None, all common browsers supported

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Dependent on SLA
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Basic, Essential, Premium
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Bespoke migration and adoption services will be provided according to customer requirements
Service documentation Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction A bespoke T&M project according to customer requirements
End-of-contract process Offboarding process bespoke to customer requirements

Using the service

Using the service
Web browser interface Yes
Using the web interface ServiceWorks portal provided for service visibility and management
Web interface accessibility standard None or don’t know
How the web interface is accessible N/A
Web interface accessibility testing N/A
Command line interface No


Scaling available Yes
Scaling type Manual
Independence of resources Technical separation in data centre
Usage notifications Yes
Usage reporting Email


Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types Real-time dashboards


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Yes
Datacentre security standards Managed by a third party
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 another standard
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up Files, VMs and data
Backup controls Managed service
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.9 to 99.99 dependent on SLA
Approach to resilience Available on request
Outage reporting Public dashboard, email alerts

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Separate environment
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Lloyd's Register Quality Assurance Limited
ISO/IEC 27001 accreditation date 4 April 2016
What the ISO/IEC 27001 doesn’t cover All services are covered.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Security Metrics
PCI DSS accreditation date 14 Jul 2016
What the PCI DSS doesn’t cover N/A
Other security certifications No

Security governance

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 ISO 27001

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach ITIL processes used
Vulnerability management type Supplier-defined controls
Vulnerability management approach Third party threat analytic software
Protective monitoring type Supplier-defined controls
Protective monitoring approach Third party analytic software
Incident management type Supplier-defined controls
Incident management approach 24x7 ITIL Servicedesk

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £44.80 to £62.40 per instance per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Limited time period


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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