The IT Software Platform and Related Services agreement delivers a wide range of IT related products and services, including:
- A set of defined Out of The Box (OOTB) functionalities that are provided as standard, thereby forming a base bundle and are included in the subscription pricing; and,
- Another set of additional functionalities that the Software Platforms support but are not included in the base pricing, as their utilization will vary from Customer to Customer.
The services available through our IT Software Platform and Related Services (for ITSM and ESM) are based on ITIL Version 3 or above, and the agreements include:
- A commercially off the shelf (COTS) Software Platform that is configurable and, as required, customizable with defined mandatory and additional functionalities to meet the Customer’s needs;
- Scalability across the enterprise;
- Services available through Fixed, Floating and Enterprise subscription models and hosting options on a Software as a Service (SaaS) and/or on-Premise models;
- Optional Training and Implementation support services;
- Privacy risk assessment, vulnerability assessment and penetration testing and threat risk assessment;
- Infrastructure and application support including Software Platform Maintenance, ongoing customer support and account management; and,
- Service support as per Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics;
