ADVANCE SOLUTIONS CORP LTD

ServiceNow Licences

We provide government customers with the ability to purchase licenses across the entire ServiceNow platform. Our ServiceNow professionals are skilled in advising on optimal licensing requirements to maximize the value of your investment, accelerating your time to value through our robust ecosystem.

Features

Comprehensive Workflows: IT, Customer, Employee, Creator
Industry Solutions: Tackles prevalent challenges across key sectors.
Extensive product range covers ITSM, CSM, HR, and more.
SaaS: Access advanced technology without needing in-house infrastructure.
Cost-Effective Licensing: Elite partnership enables economical ServiceNow license procurement.
Expert Licensing Advice: Guidance on cost-effective license options.
Real-Time License Monitoring: Track usage with immediate reporting capabilities.
Negotiation Power: Secure competitive discounts on published license prices.
Unified Platform: Streamlines operations across workflows with single data model.

Benefits

Streamlined contract management: One contract for purchasing and delivery.
Collaborative Approach: Work closely with clients to tailor licensing solutions.
Cost-Effective Licensing: Access competitive pricing and significant discounts.
Comprehensive Renewal Management: Hassle-free annual renewals for continuous service.
Optimized licensing strategy: Enhances operations with deeper ServiceNow functionality
Improved Buying Power: Use collective bargaining for better licensing terms.
Trusted Advisor Role: Expert advice to purchase only what's needed.

£27 to £316 a user a month

Education pricing available
Free trial available

Service documents

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Katrina.j@advancesolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

Contact

ADVANCE SOLUTIONS CORP LTD Katrina Jones
Telephone: 1-770-462-2070
Email: Katrina.j@advancesolutions.com

Service scope

Software add-on or extension: No
Cloud deployment model: Private cloud
Service constraints: N/A
System requirements: N/A

User support

Email or online ticketing support: Email or online ticketing
Support response times: Within 24 hours
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: Licensing queries are addressed Monday to Friday, 9 AM to 5 UK time.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Our team of certified ServiceNow professionals possesses the expertise to advise on your ServiceNow licensing requirements, ensuring you receive the best possible guidance for your needs.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: .During the Subscription Term, ServiceNow will maintain a written Security Program that includes policies, procedures and controls aligned to ISO27001, or a substantially equivalent standard, that includes industry-standard practices designed to protect Customer Data from accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access as
described in the data security addendum (“DSA”) at https://www.servicenow.com/upgrade-schedules.html.
The terms of the data processing addendum at https://www.servicenow.com/upgrade-schedules.html
(“DPA”) shall apply to ServiceNow’s Processing of Personal Data (as defined in the DPA). Upon written
request by Customer within 45 days after termination or expiration of this Agreement (or termination or
expiration of a Use Authorization), ServiceNow will provide any Customer Data in the Subscription Service
to Customer in ServiceNow’s standard database export format at no additional charge.
End-of-contract process: This Agreement continues until terminated under the terms of this
Agreement. Each party may terminate this Agreement in its entirety either: (i) upon thirty (30) days’ prior writtennotice to the other party, if at the time of notice there are no Use Authorizations in effect; or (ii) upon written notice if the other party becomes the subject of a petition in bankruptcy or any proceeding related to its insolvency, receivership or liquidation that is not dismissed within sixty (60) days of its commencement or
an assignment for the benefit of creditors. Either party may terminate a Subscription Service or Professional
Services upon written notice if the other party materially breaches this Agreement or the applicable Use
Authorization for the affected service and does not cure the breach within thirty (30) days after receiving written
notice thereof from the non-breaching party. Professional Services are separately ordered from the Subscription
Service, and are not required for the Subscription Service. A breach by a party of its obligations with respect to
Professional Services shall not by itself constitute a breach by that party of its obligations with respect to the
Subscription Service even if the services are enumerated in the same Use Authorization.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: ServiceNow offers both desktop and mobile access through web browsers or a native mobile app. The platform's responsive web design ensures a consistent user experience across various devices by adapting the same interfaces to different screen sizes. While the mobile UI may vary based on device, app type, and administrator configuration, most functionalities mirror those on the desktop version. However, there may be variations in graphics availability and UI layout to optimize for mobile use. This approach maintains feature accessibility while catering to the specific needs of mobile users.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: The ServiceNow user interface (UI) serves as the primary medium for interacting with applications and data within the platform. Multiple versions of the UI are available, each designed to enhance the user experience with improvements in aesthetics and usability. These updates ensure that users can efficiently navigate and manage tasks within the ServiceNow environment.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Accessibility conformance reports (ACRs) are available for the currently supported ServiceNow releases. ServiceNow use the International Edition of the Information Technology Industry Council's Voluntary Product Accessibility Template (VPAT) to create ACRs, which are provided in PDF format.
API: Yes
What users can and can't do using the API: ServiceNow supports both inbound and outbound web services, allowing interactions with instance data via REST API requests. Users can retrieve, create, update, or delete data on servers that support REST architecture and integrate with various third-party applications and data sources such as Web Services, JDBC, LDAP, Excel, CSV, and Email, leveraging REST, SOAP, or WSDL technologies.
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: ServiceNow offers a highly configurable platform that allows users with appropriate roles to tailor various components such as lists, forms, reports, and dashboards to their specific organizational needs. Users can add, remove, and reorder list columns, configure form fields, and even create new business applications within ServiceNow, all without affecting the configurations of others. This customization extends to creating and adjusting reports and dashboards, providing powerful tools for data analysis and operational oversight. ServiceNow supports both low-code and no-code options, making it accessible for users without deep technical skills to make significant modifications. Additionally, we will guide users through configuration options, advising against unnecessary customizations that could complicate future updates or maintenance. This approach ensures that while the platform remains highly adaptable to various business processes, it also maintains its integrity and upgradeability over time.

Scaling

Independence of resources: ServiceNow ensures consistent user experience by deploying a robust infrastructure designed for high availability. Its data centers feature redundant components and multiple network paths to eliminate single points of failure. Customer application instances benefit from multi-homed network configurations with multiple Internet connections, enhancing reliability. Production servers are load balanced,

Analytics

Service usage metrics: Yes
Metrics types: Extensive reporting capabilities
Reporting types: Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: ServiceNow

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Security Clearance (SC)

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: No
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: Other
Other data at rest protection approach: ServiceNow can provide 3 types of encryption for data at rest upon customer request: column level encryption, edge encryption, and full disk encryption.
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Depending on the data being extracted, ServiceNow offers multiple formats for extraction to accommodate specific needs. These options include XML, PDF, HTML, and Excel, ensuring flexibility and compatibility with different systems and preferences for handling and analyzing data.
Data export formats: CSV

ODF

Other
Data import formats: CSV

Other

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: Service will be available at least 99.8% of the time during a calendar month, excluding Excused Downtime.
Approach to resilience: Customer data is hosted in Data Center (DC) pairs
within the region selected by the customer to provide resilience and be highly available
Outage reporting: ServiceNow offers a customer portal that significantly enhances user experience by providing comprehensive transparency and control over service interactions. This portal allows customers to log all requests, changes, and incidents efficiently. Moreover, it grants customers real-time visibility into the actual availability of both their production and non-production instances. Users benefit from being able to assess the impact severity of issues and have the capability to drill down into incident records to view detailed information about problems.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: ServiceNow enforces access controls through the use of User Access Control Lists (ACLs), Groups, and User Roles to safeguard interfaces and data. ServiceNow users are assigned to specific groups and given corresponding user roles, each with clearly defined access rights. When an individual attempts to access any interface within the system, their group membership and user role are automatically verified. Access to the interface is only granted if the individual's role and group membership align with the predefined requirements for that specific interface. If they do not meet these criteria, access is denied.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

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: Users contact the support team to get audit information
How long supplier audit data is stored for: User-defined
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: DQS Inc
ISO/IEC 27001 accreditation date: 30/11/2022
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: No

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

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: ServiceNow employs a robust configuration and change management approach, underpinned by a formally documented process that ensures all changes to production environments are controlled and traceable. This process is managed through an internal ServiceNow instance dedicated to tracking all change requests and approvals. Each change request must comprehensively outline the change procedure, associated risks, and detailed back-out plans in case of reversal needs. These requests undergo a stringent review and approval process by the Change Advisory Board (CAB) to ensure compliance with best practices and minimize potential disruptions.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: ServiceNow's vulnerability management approach is meticulously designed to safeguard its private cloud infrastructure, which is custom-built to support its singular application stack. The process begins with a risk-based assessment for each newly published patch to determine its necessity. If deployment is required, ServiceNow integrates the patching process with its formal change management protocol.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: ServiceNow has an implementation of Sourefire for IDS and Splunk for SIEM. The IDS system monitors inbound traffic in the DMZ. Splunk does log collection on network devices, IDS and servers used to support customer information. These systems are monitored with both proactive alerting and regular log files reviews. Events are responded to within 24 hours.
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: ServiceNow has a formal documented Security Incident Response policy, process and workflow which aligns with NIST 800-61. ServiceNow Incident Response process includes event discovery, triage, escalation, notification (including customer notification) remediation, and post-mortem review.

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

Connection to public sector networks: No

Pricing

Price: £27 to £316 a user a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: ServiceNow offers free Personal Developer Instances (PDI) to registered users who want to develop applications on the ServiceNow platform or improve their skills with ServiceNow.

Service documents

Request an accessible format

Cookies on Digital Marketplace

ServiceNow Licences

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents