Fusion Business Solutions

Remedy as a Service

Fusion GBS is a Platinum Partner of BMC, reselling BMC Remedy as a Service. Remedy is the gartner magic quadrant leading ITSM solution, offering an intuitive mobile first user experience, increasing productivity and dramatically reducing the cost of ITSM for the digital organisation.

Features

  • Formless IT Service Management
  • OOTB ITIL aligned processes
  • Mobile first user experience
  • Multi-tenant
  • Persona based user experience
  • Powerful analytics and reporting capability
  • Cognitive service management through IBM Watson integration
  • Delivered from the cloud of your choice (BMC, AWS/Azure, Private)
  • Concurrent and named licence model

Benefits

  • 75% greater efficiency with formless UI
  • Mobile first designed to be used on the go
  • Conforms to best practice ITIL processes
  • Single or Multi-tenancy allows for complex data segregation
  • Scalability to support the largest organisations
  • Intuitive drag and drop reporting creates reports on the fly
  • Drive efficiency through AI and auto-categorisation of tickets
  • Omni-channel interaction improves customer experience
  • No upgrade costs with 6 monthly feature releases

Pricing

£40.78 per licence

  • Free trial available

Service documents

G-Cloud 10

923494976360973

Fusion Business Solutions

Michael Woods

0208 814 6170

michael.woods@fusion.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements Supported browser version is required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLAs vary according to Priority.
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 BMC provides a 99.9% production availability service level agreement with service credits for breach.
Guaranteed response times for requests based on severity:
P1 - 15 mins
P2 - 30 mins
P3 - 4 business hours
P4 - 16 Business hours

Fusion provides additional support dependent on customer requirement.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started New users of the service will engage through Fusion Account Management and CTO Office to build a statement of work to deliver any required implementation service. Throughout each project roles and escalation paths are clearly defined ensuring that the customer has full visibility of the project status. Support, where required, is accessed through our in house support function and delivered by certified consultants. A full range of services are provided including Consulting, Implementation, Training, Communication Strategy, and Support.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction When the contract ends, data is returned to the customer upon request. The user needs to submit a service request through the BMC OnDemand Support portal and ask for what data they want returned and in what format. Possible formats include a database backup file or a .csv file.
End-of-contract process Upon service expiration or termination, BMC will return customer data to the customer upon request. After the data is delivered, BMC will permanently remove the customer's data by destroying the database encryption keys and overwriting the data with binary zeroes.

There is no additional charge for this data extraction task.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 The engaging user experience is personalised to your role and device ensuring that you see the information you need to do your job more effectively. The context-aware capabilities in Remedy 9 ensure you are
automatically presented with relevant incidents, problems, articles, assets, and services to save you time running searches and reports.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Can be provided on request. Supplier needs to refer to BMC.
API Yes
What users can and can't do using the API BMC provides the following API solutions for the Remedy AR platform:

REST API - the AR System server uses JavaScript Object Notation (JSON) format to transmit data between a server and a web application. The advantage of REST is having a limited number of operations for the interactions between clients and services.

C API - the C API is defined by a set of functions and data structures, and is implemented as a C library that you can link into your own programs.

Java API - the Java API is a collection of classes, interfaces, and relationships that provide full client functionality in a style consistent with typical Java programming techniques. Like the C API, the Java API is forward and backward compatible with other versions of BMC Remedy AR System.
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation BMC Remedy OnDemand allows for customisations to the applications. Common customisations include the addition of a new field on a form, or changes to the behavior of workflow.

Customisations are performed by use of the BMC Developer Studio, an integrated development environment (IDE) for BMC Remedy AR System applications. It provides application development functions with a modern, powerful, easy-to-use interface.

Users with a working knowledge of the Remedy AR platform may customise the solution. BMC recommends using our published best practice guidelines when developing customisations.

Scaling

Scaling
Independence of resources Each customer has its own instances of the OnDemand application(s), on dedicated virtual machines (VM) within a VLAN. Each VM is scaled to meet the needs of the individual customer, with a variety of monitoring tools used to proactively assess system performance.

Analytics

Analytics
Service usage metrics Yes
Metrics types BMC provides a service status dashboard that displays real-time metrics for your production instance, available from your desktop or mobile device. This dashboard features a modern interface to provide you with a detailed view into real-time usage metrics such as transaction volumes, active and historical license consumption, application usage, login response times, support metrics, application version, broadcast messages and more, all from a single view.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold BMC Software

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
  • European Economic Area (EEA)
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 Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 importing and exporting
Data export approach The solution provides a comprehensive reporting solution which enables data to be extracted and exported to a variety of formats - e.g. CSV, XLS, DOC, PDF, RTF.
Additionally, the solution incorporates the Atrium Integrator (AI) which is an integration tool that facilitates the importing and exporting of data from/to a wide variety of external data sources. AI provides a "best of breed" ETL tool with a broad range of transformation capabilities.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • JDBC
  • JMS
  • PDF
  • DOC
  • RTF
Data import formats
  • CSV
  • Other
Other data import formats
  • JBDC
  • JMS
  • RDBMS Formats

Data-in-transit protection

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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability BMC provides a 99.9% contracted availability service level agreement, with hour for hour service credits for breach.
Approach to resilience BMC Remedy OnDemand is designed from the ground up for high availability. This design starts with multiple hardened data centers,
followed by redundant hardware, and is completed with software that gracefully handles failures without impacting customers.
Our architecture ensures that most failures within the OnDemand cloud are completely transparent to users. This means that our
Disaster Recovery Plan is reserved for real disasters, not common failures.
Outage reporting Any planned outage is reported in advance. A customer live dashboard is available, in addition BMC provide notifications.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels BMC requires individuals who access management interfaces to be registered with a valid BMC-customer email address.
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

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 At least 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 At least 12 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 11/04/2017
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover None
PCI certification No
Other security certifications Yes
Any other security certifications
  • SSAE 16 SOC 2 Type II
  • Binding Corporate Rules (see http://www.bmc.com/legal/data-privacy-binding-corporate-rules.html)

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 BMC’s OnDemand offerings are designed based upon NIST (National Institute of Standards and Technology) NIST 800-53, Rev 4 controls and standards in order to provide enterprise grade security for our customers. BMC utilizes a defense in depth methodology that focuses on redundant controls to prevent and mitigate impacts to the confidentiality, availability, and integrity of customer data and services.

Adherence to BMC's security policies is governed by the BMC Information Systems Security Officer (ISSO). Policies are reviewed annually with signoff required by the ISSO and the VP of SaaS Operations. Employees are required to take online training quarterly.

Operational security

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 BMC's change management processes are governed by a Change Advisory Board (CAB). The CAB is a group comprised of BMC SaaS Operations representatives that advise the change management team about the risk and impact of all changes made to a customer system. Any change to the system requires a request for change (RFC) document, a formal proposal for the change that describes the details of the change, steps required to execute the change, and a backout plan.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach BMC OnDemand performs numerous checks against threat and vulnerability assessments, including monthly vulnerability scans against all internal systems, annual penetration tests from an authorized third-party, ongoing web application penetration tests, and application reviews for all major releases. Findings are reviewed by system owners as part of the monthly maintenance process.

BMC also subscribes to the IBM X-Force Threat Assessment Service (X-FTAS) and receives daily reports of all emerging threats. This report is reviewed daily by both Information Security teams and actions are taken according to the threat they pose to our environments.

Vulnerability patching is done as soon as possible.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach BMC uses specialized appliances to mitigate denial of service/distributed denial of service (DOS/DDOS) attacks. These appliances and configurations are placed based on a concise and strategic network design. Our systems are tested against DDOS resiliency by a third party. Third party perimeter, network and application penetration tests are conducted annually.

BMC responded to security incidents as soon as they are reported. Impacted customers, if any, are notified as soon as possible after the threat has been validated by BMC's Information Systems Security Officer.
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 If service is disrupted in your production environment, the BMC Remedy OnDemand team restores service as quickly as possible. After service has been fully restored, BMC provides a Reason for Outage (RFO) document in the following situations:

> the disruption resulted in an outage; or
> the disruption resulted in significant service degradation.

RFO reports are provided by your Business Relationship Manager. Users may report incidents via phone, email or web (via the BMC Remedy OnDemand support portal).

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £40.78 per licence
Discount for educational organisations No
Free trial available Yes
Description of free trial BMC provides a proof-of-concept (POC) system for its services. This POC instance provides access to all Remedy applications from a secure data centre facility. The customer may use, configure, customise and integrate to the POC instance as required.

POCs are offered for 30 days at no cost.

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑