INETUM DIGITAL SERVICES UK LIMITED

ServiceNow Licensing Partner

ServiceNow licence reseller service and ongoing support to ensure customers drive maximum value from their investment. The ServiceNow platform is a ready‑built foundation that transforms how your business operates and delivers world leading workflow experiences, in an ESM platform, to transform how work gets done across ITSM/CSM/HRSD/ITOM/ITAM/AppEngine/WSD/SecOps/SIR/VR/EC/VA/SAM/HAM/SPM/IRM/GRC/FSM/IH/AI/GBS/Apps

Features

• IT Service Management - ITSM
• Integrated Risk Management - IRM
• IT Operations Management - ITOM & ITAM
• Security Operations - SecOps
• Employee Centre Pro
• Service Dashboards
• Strategic Portfolio Management (SPM) - formerly ITBM
• HR Service Delivery - Employee Workflows
• Web Service Integrations
• Gen/Generative AI

Benefits

• Single pane of glass for the organisation
• Integrated security model
• Single-tenant architecure
• Consumer experience
• Automating common manual processes
• Case and Major Issue Management
• Innovative and intuitive UI experience
• Virtual Agent Chat Bot
• Digital Portfolio Management
• Enterprise Service Management (ESM) Platform

£85 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 info.uk@inetum.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

114142965166404

Contact

Inetum Digital Services UK Ltd
020 3961 6001
info.uk@inetum.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: SLA Definitions
• System requirements:
  • Modern Browser
  • ServiceNow License

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depends upon nature of query, phase of project / ongoing support and type of support contract entered into
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: ServiceNow provides Customer Support as described in the Customer Support Addendum (“CSA”) at https://www.servicenow.com/upgrade-schedules.html. ; ; Customers can access ServiceNow’s support portal to access self-help resources and open cases 24 hours a day, 7 days a week. Customer Support personnel will address cases per the target level of effort for the given Case Priority during regional hours of Monday to Friday 7 AM to 7 PM excluding local holidays. ; ; ServiceNow may offer supplemental Customer Support service options for an additional fee.; ; Additional Platform Management services can be purchased from Unifii via G-Cloud 14.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Please see the service definition documents in the Unifii cloud support services as part of G-Cloud 14, especially the ServiceNow Implementation and ServiceNow Guided Delivery services.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Before termination or expiration of the agreement with ServiceNow, customers can self-export their data from their instance using features in the Now Platform. ServiceNow provides the customer a set of instructions on how to import or export the data on the customer's side. Customers can determine the cadence of any export at their discretion. Data is returned using an industry standard format by means of a database dump. After that time, the data is logically wiped from the system following the NIST 800-88 guidelines. Customers can only obtain their data by downloading it from the ServiceNow secure file transfer service, which uses FTPS to keep the transmission secure. No other method is available.
• End-of-contract process: ServiceNow has several options for an exit management plan. On termination or expiration of a Subscription Term, the Buyer will stop accessing and using, and ServiceNow will stop providing, the subscription service. At least thirty (30) days prior to either the expiration of the Subscription Term (where the Buyer elects not to renew) or in connection with the termination by the Buyer of the Subscription Service in accordance with ServiceNow's General Terms and Conditions, the Buyer can choose to extend the Subscription Service for an additional cost or purchase Professional Services by ServiceNow directly and agree on an exit management plan.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: UI actions function the same on the mobile interface as on desktop interface, but are keyed off a different table. The mobile interface is a simplified version of the standard interface so not all operations are supported the same way.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The user interface (UI) is the main way to interact with the applications and information in a ServiceNow instance. There are a number of the user interface versions available. Each new version is intended to provide an updated look and usability improvements.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: ServiceNow carry out this type of testing
• API: Yes
• What users can and can't do using the API: Native SOAP and REST API functionality is offered. The controls on what can and can not be done using these are within the customers remit to set up as needed.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The whole platform can be configured to client needs

Scaling

• Independence of resources: Each ServiceNow instance is hosted in a single-tenant architecture on infrastructure scaled to meet SLAs

Analytics

• Service usage metrics: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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 provides two types of encryption for data at rest upon customer request.; •Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. The customer provides keys for encryption. Data stored in these fields cannot be searched or reported on.; More details available on request; •Full disk encryption:Provided via self-encrypting hard drives with AES256 bit encryption. This capability is only available through purchase of dedicated ServiceNow hardware at additional cost. This delivers “at-rest” protection only and focuses solely on preventing data exposure through the loss/theft of hard disks holding customer data
• 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: You can export data from the Now Platform in a variety of formats. ServiceNow provides documentation to clients with instructions on how to export data. Individual records can be exported to a PDF or XML file directly from a form. Multiple records can be exported to a CSV, Excel, PDF, or XML file directly from a list or from a table using the CSV, Excel, PDF, or XML processor in a URL with optional parameters. Also, you can export multiple records from a table via a web services request or by creating an export set.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Pdf
  • Xml
  • Excel
  • Web services request
  • Export set
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Xml
  • http
  • Excel
  • Csv

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: ServiceNow is committed to providing cloud services that are always highly available, with built-in redundancy across all network and server infrastructure. Each customer application instance is supported; by a multi-homed network configuration, with multiple connections to the internet from different providers and redundant power sources. Data centers are arranged in pairs providing near-instant transfer from one data center to another providing Advanced High Availability for all customer production instances. ServiceNow provides 99.994% average uptime. In 2016 ServiceNow averaged 99.996% and did not fall below 99.8% in any quarter.
• Approach to resilience: Customer data is hosted in Data Center (DC) pairs within the region selected by the customer. Regional DC pairs are predefined by ServiceNow. There is no defined primary and secondary site within a DC pair, but an individual instance will be served from one of the DCs at any given time until transferred to the other. Data center transfers are transparent to the end-user. By design, customer data is held within pairs of data centers to provide resilience and be highly available.; More details can be provided on request.
• Outage reporting: ServiceNow have a customer portal where all requests, changes and incidents can be logged. Customers also now have complete transparency into the real availability of their production and non-production instances via live Instance Availability status. Users can view the impact severity of issues and even drill into incident records to view details for problems. It is this level of transparency that further sets ServiceNow apart.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: SAML 2.0 based SSO, LDAPS
• Access restrictions in management interfaces and support channels: By User Access control lists and Groups and user roles.; All ServiceNow staff are placed into Groups and have a user role, these groups and roles have access rights attached to them. Any person that will try to access an interface will have their group membership and user role checked and if they do not belong to the user role and group that is required to access that particular interface then access will be denied.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 16/10/2023
• What the ISO/IEC 27001 doesn’t cover: Excluded from the scope are all operations of third-party data centers and Azure.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire
• PCI DSS accreditation date: December 2022
• What the PCI DSS doesn’t cover: ServiceNow’s data protection capabilities, infrastructure, and processes were verified by an independent third party Qualified Security Assessor (QSA)
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 27701:2019
  • SSAE 18 SOC 1 Type 2
  • SSAE 18 SOC 2 Type 2
  • ISO/IEC 27018:2019
  • ISO/IEC 27017:2015
  • EU Cloud Code of Conduct (EU Cloud CoC)
  • FedRAMP High P-ATO
  • AICPA SOC 2 TSC + HITRUST CSF

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: ISO 27001; SSAE 16 SOC 1 Type 1; SSAE 16 SOC 1 Type 2; SSAE 16 SOC 2 Type 1; FISMA; FedRAMP; FDA Quality Management System

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: ServiceNow has a formally documented change management process that uses an internal ServiceNow instance to track change requests and approvals. Change management addresses any change that impacts the production environment of ServiceNow, which includes production and sub-production customer instances, backup systems, monitoring, network, and data center infrastructure. Change requests are reviewed and approved by the Change Advisory Board (CAB).
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: ServiceNow's Infrastructure stack is customised at each layer to specifically support the only application residing in the ServiceNow private cloud. With each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. Once it is determined that a patch needs to be deployed, the process then follows the Change Management process to identify the assets, the risk and potential impact to the environment, the testing process as well as the timeline for deployment. ServiceNow leverages the Advanced High Availability architecture to transfer customers' production instances to the other data center when performing maintenance.
• 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: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  ServiceNow understands that creating a more equitable, ethical, and sustainable world is a responsibility everyone shares. With this as a driving focus, ServiceNow is dedicated to helping employees, customers, and communities change the world for the better. ; ServiceNow is reassessing environmental impact, and finding ways to prioritize clean energy and reduce carbon intensity and overall emissions. With this goal, they’ve created sustainable supply chains, developed a working process for reusing and recycling retired corporate IT and data center equipment, and always prioritize LEED certified (or local equivalent) building in all of their leased office space. They’re accelerating decarbonization with ambitious short-term targets and medium-term, science-based targets. You can find out more about their priorities, SBTi Goals and ESG products here: https://www.servicenow.com/company/global-impact/environment.html

  Tackling economic inequality

  ServiceNow understands that creating a more equitable, ethical, and sustainable world is a responsibility everyone shares. With this as a driving focus, ServiceNow is dedicated to helping employees, customers, and communities change the world for the better. ServiceNow supports employees in giving their time, talent, and resources. Through employee donations backed by ServiceNow matching, they’ve generated more than $5 million in positive social impact, and supported over 2,500 charitable causes. You can find out more about their focus areas, social investments and programs here: https://www.servicenow.com/company/global-impact/social/community-engagement.html

  Equal opportunity

  ServiceNow understands that creating a more equitable, ethical, and sustainable world is a responsibility everyone shares. With this as a driving focus, ServiceNow is dedicated to helping employees, customers, and communities change the world for the better. ; ServiceNow is also dedicated to improving and empowering individuals. Their digital literacy programs are giving tomorrow’s digital workforce the skills and resources they need to thrive, and to keep making positive change for decades to come. You can find out more about ServiceNow's priorities and commitments here: https://www.servicenow.com/company/global-impact/social/racial-equity.html

  Wellbeing

  ServiceNow understands that creating a more equitable, ethical, and sustainable world is a responsibility everyone shares. With this as a driving focus, ServiceNow is dedicated to helping employees, customers, and communities change the world for the better. ; ServiceNow are committed to creating an inclusive environment where everyone can confidently bring their true selves to the workplace. Their Employee Belonging Groups help build an inclusive culture through communities of mutual interest. By taking a global, data‑driven approach, they enable their entire organization to support DEI priorities and improve equitable outcomes across the employee journey. You can find out more here: https://www.servicenow.com/company/diversity-equity-inclusion.html

Pricing

• Price: £85 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Any user can get a ServiceNow developer instance

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 info.uk@inetum.com. Tell them what format you need. It will help if you say what assistive technology you use.