Sopra Steria Ltd

Sopra Steria Cherwell ITSM Provision, Design, Implementation and Support Service

Sopra Steria enables your journey from legacy ITSM toolsets to the Cherwell SaaS service, achieving the agility and accessibility provided by Cloud services. We have the experience to support your journey from initial business case through design, configuration, implementation and ongoing support.

Features

  • Assessment workshop, demo system, benefits and business case
  • Design, configuration and implementation of the Cherwell ITSM software
  • Integrated Virtual Assistants and Live Chat to provide 24/7 assistance.
  • Self-service portal: knowledgebase; incident logging, request catalogue, CMDB
  • Interfaces with other tools (monitoring; ITSM) to enable SIAM delivery
  • Integrated processes and service improvement
  • APIs to deliver enhanced functionality
  • System Integration and Migration specialists
  • Expertise to support integration with Cherwell HR and Finance modules
  • Assured system performance with regular health and security checks

Benefits

  • Effective solution designed for User experience and enabling shift left
  • Proven experience: SIAM tooling, operating model, processes and reporting.
  • Accelerated change due to expertise in Cherwell Deployment
  • Assured outcomes through ITIL processes aligned to the Cherwell toolset
  • Managed migration to Cherwell SaaS; public or private cloud
  • Savings through IT Asset Management, knowledgebase and self-service tooling integration
  • Control over supply chain with Cherwell configured for multiple suppliers
  • Single view of incidents and requests across resolver groups
  • Efficiencies through deployment of self-serve chat bots and automation
  • Use Cherwell data and our insights to drive continuous improvement

Pricing

£320 to £1850 per person per day

Service documents

Framework

G-Cloud 11

Service ID

9 4 5 6 9 4 8 9 8 2 0 0 0 1 9

Contact

Sopra Steria Ltd

Chris Horne

07954 834 818

soprasteria-gcloud@soprasteria.com

Planning

Planning
Planning service Yes
How the planning service works To enable buyers to effectively plan and implement their Cherwell ITSM toolset, they need to understand the journey from “as-is” to their target operating model. We will undertake a short, maximum of 3 week elapse time, assessment of their existing toolset and operating model (data throughput, seasonal variation, processes, interfaces); identify requirements, gaps and risks. The output from the investigation will include our findings, the proposed Target Operating Model and the outline approach, configuration activities and timeline to achieve it. Also included will be an outline business case providing Cherwell SaaS, integration and implementation costs; benefits and recommendations. We provide Cherwell configuration services on an ad-hoc or an ongoing basis as part of a support service. We are also able to support buyers who wish to configure the Cherwell SaaS tool themselves.
Planning service works with specific services Yes
Hosting or software services the planning service works with Cherwell

Training

Training
Training service provided Yes
How the training service works Our training packages are tailored to fit each buyer’ unique needs, from system administration and configuration training to short bespoke sessions for service desk agents and resolver groups our training is focused to enabling our customer to get the best from the Cherwell SaaS service. Training is provided in both a classroom and virtual environment.
Training is tied to specific services Yes
Services the training service works with
  • Cherwell SaaS service configuration, integration and use
  • Cherwell Service Management
  • Cherwell asset management
  • Change and configuration management
  • Dashboards and reporting
  • Business Intelligence
  • Tool integration
  • A full catalogue is available on request

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Sopra Steria, in partnership with Cherwell Software, have developed the Cherwell SaaS service. Underpinning this service is our on-boarding process, developed to provide an out of the box Cherwell SaaS environment ready for customer specific customisation and configuration.
Setup or migration service is for specific cloud services Yes
List of supported services
  • AWS
  • Azure
  • UKCloud

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works Our testing consultants work with customers to identify the key quality and performance attributes for their service. Test plans and test scripts are developed, the end to end testing process managed and test results presented back to key stakeholders. Testing tools are utilised to simulate live run conditions.
Our testing service will also support User Acceptance testing and Acceptance into Service.

Security testing

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
  • Other
Other security services
  • Security accreditation and compliance support
  • ISO27001 certification audits and compliance support
  • GDPR assessment and compliance support
  • Security architecture support
  • Vulnerability management and scanning
  • Protective monitoring and threat intelligence
Certified security testers Yes
Security testing certifications
  • CREST
  • Other
Other security testing certifications
  • CISSP
  • CCP (SIRA/Cyber Architect)
  • MSc Information Security

Ongoing support

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 We provide and support the Cherwell SaaS service, including integration with monitoring, self-service and self-heal tools. Our support service is fronted by our Warrington Service Desk and included the monitoring and management of the underpinning AWS cloud platform, the Cherwell software, support and advice for the design, configuration and run of the product set. We can advise and support private cloud implementations.

Service scope

Service scope
Service constraints We provide remote support for our Cherwell SaaS run service and for private cloud implementation. We can support initial and ongoing configuration activities from customer sites if required.

User support

User support
Email or online ticketing support No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels We have an integrated knowledgebase enabling an instant self-service solution for customer questions. Our knowledgebase is available 24 x 7. If the knowledgebase does not provide the answer then the call is transferred to our service desk (9am to 5pm Monday to Friday) via webchat or email. Should more in depth support be required then the call is passed to our Cherwell specialist.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold AWS / Cherwell Software / Living Actor / FastPass

Staff security

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

Pricing

Pricing
Price £320 to £1850 per person per day
Discount for educational organisations No

Service documents

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