Micro Focus Service Management Automation X SMAX
SMAX offers unparalleled IT Service Management Experience via chatbot-powered virtual agent, mobile application, integrated social networking, smart ticketing with optical character recognition and smart email. SMAX is the industry’s first container-based, multi-tenant platform. Maintaining full data sovereignty, the security, data privacy and compliance of client information assets is ensured.
- Full-Feature IT Service Management Platform Solution of Highest Industry Maturity
- Drag-and-Drop Graphical Workflow, Virtual Agent, Extended Social Collaboration Functionalities
- Public Cloud Offering With Automatic Scaling for Optimal Performance
- Codeless and Version-less Configuration Providing Seamless and Instant Upgrades
- Container-Based Delivery Offering Unparalleled Flexibility and Control of Deployment Parameters
- Multi-Tenant Support - Suitable for Complex Deployment Environments
- Smart Analytics - Big Data-based Service Desk Solution
- Enhanced Smart Ticketing Using Optical Character Recognition and Machine Learning
- Universal Access - Native Mobile Capabilities
- Extended Collaboration and Integration Capabilities like REST
- Intuitive and Comprehensive RealTime Reporting with SmartAnalytics and Customizable Dashboards
- Frictionless User Experience Through Federation and Single Sign-On (SSO)
- Service Portal Offering Access to Knowledge, Chat, Surveys, Reporting, Catalog
- Reduce Operating Costs Through Automation and Machine Learning
- Manage and Customize ITIL Workflows, Notifications, Alerts and More
- CMDB - Data Flow Management, CMDB Browser, CI Impact Simulator
- Increase Productivity With Hot Topic Analytics, Analyzing Patterns Across Modules
- Simplify Enterprise Risk & Security Modelling, GDPR Readiness & Compliance
- Standardized Processes and Reliable External Integrations Preventing Vendor Lock-In
- Enhanced Collaboration - Ratings, Chatbots, Live Chat, Ask-a-Friend, Instant Translation
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||SMA-X can be added on top of existing Service and Operations Management platforms to enhance the organization's agility and IT capabilities. Example add-on scenarios would be SMA-X working in conjunction with existing SMA Service Portal, Identity Management, Operations Orchestration, uCMDB, etc.|
|Cloud deployment model||
|Service constraints||There aren't any notable constraints to the service in terms of planned maintenance arrangements or support being limited to specific cloud providers or hardware configurations.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Depending on contract SLA|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Please see Pricing Supplement for details.
Soitron provides different support options depending on the Support Tier selected by Client.
Apart from the defined base support Tiers, custom support matrixes are available subject to individual agreements.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Soitron provides end-to-end deployment and integration activities to cater to any client environment and user base. To assist with rapid technology adoption and transition from legacy tooling, Soitron offers a due diligence analysis to map clients training requirements and develop training strategies and tailored materials. Our expert process and training teams offer both self-paced training collateral as well as live training sessions in person or over a collaboration platform of choice.|
|End-of-contract data extraction||
Facilities are provided to allow export of data from the application. The exact requirements for data extraction at the end of the service contract will be negotiated between the customer and the chosen hosting partner.
Soitron provides expert assistance in archival and data retrieval and viewing platforms. We help our clients port their data to tool of choice or make it accessible for the purposes of audit or specific data retention policies.
|End-of-contract process||End of contract procedures are based on agreement between Soitron, Client and Cloud Hosting Provider. We provide clear and timely communication and reminders of contract or service expiration deadlines and offer customer-specific exit plans.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
The solution provides a IOS and Android app to support End Users interacting with IT. The mobile version of SMA-X contains a subset of the features available in the desktop version. A summary of functionalities is provided below:
Create/View a Request
Create a SMART Request
Portal Functionalities -
Search and read KM
Chat with virtual or real agent
Create/View a support request
Order from catalog for yourself or someone else
My Workstream notifications
|Description of service interface||The service is accessible from a browser on the public internet|
|Accessibility standards||None or don’t know|
|Description of accessibility||It provides an engaging and innovative user experience for interacting with IT and other service desks via mobile devices, chatbots, smart email, or through an intuitive to use web based self-service portal. It enables users to have a superior experience through a fresh, modern user browser based interface and approach that promotes efficient ways of working with the primary focus being consumer oriented self‑service.|
|Accessibility testing||Micro Focus works diligently to ensure that the user interfaces of all of its products are designed to make product functionality accessible to people with physical, sensory, or cognitive disabilities. This is in conformance with the Section 508 amendment to the United States Workforce Rehabilitation Act and required by the Federal Acquisition Regulation (FAR). Detailed information on conformance of any Micro Focus product to Section 508 requirements is provided in a standardized form called a Voluntary Product Accessibility Template (VPAT) which is available from Micro Focus upon request.|
|What users can and can't do using the API||The REpresentational State Transfer (REST) API enables users with the proper role to access and update records or consume REST services from a task or from business rules. Detailed information on functions, syntax and use cases is available on request.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
SMA-X customization has different aspects. Please review the information below for a short summary of customization options.
Configuration and tailoring of the solution is achieved via SMAX Studio a graphical codeless configuration tool. This allows the creation and editing of flows, graphical forms and tables. Modifications to workflows, tasks, and business rules can be done without any programming.
Customization of client deployment via purpose-built packages:
- Service Management
- Smart Analytics
- Service Portal
- CMDB Browser
- Suite Configuration
- All tools in Express
- Service Portal Catalog Aggregation
- Asset Manager
Existing workflows and modules within these packages are highly customizable to suit client needs.
Data administration and customization is available to admin and developer users.
SMA-X does not support creation of new custom workflows or modules.
|Independence of resources||SMA-X employs a state of the art Auto-Scaling architecture that allows to turn automatic scaling on/off for each component and ensures seamless allocation of processing resources where and when necessary so as to prevent end-user performance issues.|
|Service usage metrics||Yes|
Standard 'Help desk' metrics are provided e.g. No of tickets closed within SLA. Tickets open by agent etc.
Advanced usage metrics like number of active users in the system, login status and history, etc are available to admin users.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Micro Focus|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|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 every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Other|
|Other data at rest protection approach||
Sample Hosting Provider Protection Specifications:
AWS adheres to independently validated privacy, data protection, security protections and control processes. (Listed under “certifications”).
AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed).
AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||Data can be exported from the solution in a number of ways including the GUI in .csv or .xls formats. Via the REST API or via a Business Intelligence (BI) integration module.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||XML|
|Data protection between buyer and supplier networks||
|Other protection between networks||Data Protection between client and supplier networks will be discussed on case by case basis.|
|Data protection within supplier network||Other|
|Other protection within supplier network||
Sample AWS Protection Statement
Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. AWS gives customers ownership and control over their content by design through powerful tools that allow customers to determine how their content will be secured in transit.
AWS enables customers to open a secure, encrypted channel to AWS services using TLS/SSL, and/or IPsec or TLS VPN (if applicable), or other means of protection the customer wish to use.
API calls can be encrypted with TLS/SSL to maintain confidentiality; the AWS Console connection is encrypted with TLS.
Availability and resilience
Sample AWS Availability Info:
AWS currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on our website via the links below:
• Amazon EC2 SLA: http://aws.amazon.com/ec2-sla/
• Amazon S3 SLA: http://aws.amazon.com/s3-sla
• Amazon CloudFront SLA: http://aws.amazon.com/cloudfront/sla/
• Amazon Route 53 SLA: http://aws.amazon.com/route53/sla/
• Amazon RDS SLA: http://aws.amazon.com/rds-sla/
• AWS Shield Advanced SLA: https://aws.amazon.com/shield/sla/
Well-architected solutions on AWS that leverage AWS Service SLA’s and unique AWS capabilities such as multiple Availability Zones, can ease the burden of achieving specific SLA requirements.
|Approach to resilience||
The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions.
AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.
Customers are responsible for implementing contingency planning, training and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
Sample AWS Outage Report description:
Public dashboard; personalized dashboard with API and events; configurable alerting (email / SMS / messaging).
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices.
API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM). Amazon EC2 API calls cannot be made on customers’ behalf without access to customers’ Secret Access Key.
API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||Username or password|
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||User-defined|
|Access to supplier activity audit information||You control when users can access audit information|
|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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||LL-C Certification for SOITRON and EY CertifyPoint for AWS|
|ISO/IEC 27001 accreditation date||12/10/2015 for SOITRON and 11/11/2016 for AWS|
|What the ISO/IEC 27001 doesn’t cover||The certification has no exceptions in scope for either SOITRON or AWS.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||11/11/16|
|CSA STAR certification level||Level 2: CSA STAR Attestation|
|What the CSA STAR doesn’t cover||N/A|
|Who accredited the PCI DSS certification||Coalfire Systems Inc|
|PCI DSS accreditation date||7/11/2016|
|What the PCI DSS doesn’t cover||N/A|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
AWS implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.
Employees maintain policies in a centralised and accessible location. AWS Security Assurance is responsible for familiarizing employees with the AWS security policies.
AWS has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.
The output of AWS Leadership reviews include any decisions or actions related to:
• Improvement of the effectiveness of the ISMS.
• Update of the risk assessment and treatment plan.
• Modification of procedures and controls that affect information security to respond to internal or external events that may impact the ISMS.
• Resource needs.
• Improvement in how the effectiveness of controls is measured.
Policies are approved by AWS leadership at least annually or following a significant change to the AWS environment.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorization.
Teams set bespoke change management standards per service, underpinned by standard AWS guidelines.
All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigor/code), final approval by authorized party.
Emergency changes follow AWS incident response procedures. Exceptions to change management processes are documented and escalated to AWS management.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.
AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.
AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor:
• Port scanning attacks
• Usage (CPU, processes, disk utilization, swap rates, software-error generated losses)
• Application metrics
• Unauthorized connection attempts
Near real-time alerts flag potential incidents, based on AWS Service/Security Team-set thresholds.
Requests to AWS KMS are logged/visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use. Log events are visible to the customer after turning on AWS CloudTrail in their account.
|Incident management type||Supplier-defined controls|
|Incident management approach||
AWS adopts a three-phased approach to manage incidents:
1. Activation and Notification Phase
2. Recovery Phase
3. Reconstitution Phase
To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.
The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.
|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|
|Price||£55.46 per user per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
Soitron provides fully functional SMA-X demos for evaluation and consideration purposes. Included Software license for Non production use. Excluded Post sales technical support service. Period is maximum 3 months although extensions may be granted by the local account team.
For more information and requesting a demo, please contact us.
|Link to free trial||https://www.soitron.co.uk/contact/|