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CDW Limited

CDW ServiceNow App Development

Full, end-to-end ServiceNow application development including
requirements/design workshops, solution build, solution
transition and hyper-care lead by an Engagement Manger and a
Solution Architect acting as technical lead - advisory / success
work stream ensures business objectives are met.

Features

  • Support during license procurement
  • Development initialisation and kick-off
  • Requirement/design workshops
  • Application deployment and transition
  • Hypercare
  • Engagement Manager lead
  • Solution Architect technical lead
  • Managed Service for BAU support
  • Advisory/Success Management workstream
  • DevOps approach with CI and CD

Benefits

  • Right size license procurement
  • Best practice adherence
  • Business outcome/value driven development
  • Agile, devops based development
  • Certified, experienced developers
  • Industry vertical specific experience
  • Market segment specific experience
  • Application integration expertise
  • Version control, build and SCM on platform
  • Detailed, relevant, persona based documentation

Pricing

£632 to £2,040 a unit a day

  • Education pricing 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

1 3 4 4 6 9 5 6 0 9 3 0 2 6 5

Contact

CDW Limited Andy Wood
Telephone: 0161 837 7744
Email: tenders@uk.cdw.com

Planning

Planning service
Yes
How the planning service works
Our pre-sales solution consultancy capability engages
with our customers early and often in the planning
stages to ensure all elements of the proposed
ServiceNow solution are aligned with their
requirements including licensing, implementation and
support.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
ServiceNow

Training

Training service provided
Yes
How the training service works
Training is provided as either a stand alone lifecycle event
or as part of a ServiceNow Managed Service using
certified ServiceNow trainers the service can be
delivered either in a class room or remotely. The training
covers fundamentals, process and technical elements of
ServiceNow and Cloud and can lead on to certification
and accreditation
Training is tied to specific services
Yes
Services the training service works with
ServiceNow

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
A documented, proven approach is taken to service onboarding
which can include the migration of foundation and/or
transactional (ticket) data from the incumbent system. As a omnichannel managed service the onboarding will include setup on our
ServiceNow based support system, chat, email and phone.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • ServiceNow
  • BMC Software
  • Salesforce.com
  • Halo ITSM
  • Top Desk
  • Cherwell
  • ZenDesk
  • Jira ITSM
  • Home Grown Systems

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Weekly / twice weekly stand-ups and bi-weekly retrospectives
are conducted with the customers Engagement Manager (EM),
these are augmented by Quarterly Service Reviews performed
by a Senior Director

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

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
A Managed Service and Break-Fix support, including: >
24/7/365 Issue Support Provided but a Global Managed
Services Desk (UK, India, USA) > Dedicated technical account
manager and delivery team certified by ServiceNow > Customer
requests held to Service Level Agreements and Service Targets
> Solution road mapping and strategic guidance > Integration
assessment, review and support > Global Managed Services
request portal > Change Management planning, review,
implementation, and release > Problem Management
investigation and review > Knowledge Management review,
creation, and maintenance > Patch and upgrade planning,
support, testing, and go live > Monthly and quarterly service
reviews including service delivery reporting > System
performance tuning and remediation > System development
governance

Service scope

Service constraints
Full copies of our Master Service Agreement (MSA), Statement
of Works (SOW) and Terms and Conditions are attached to this
service definition Every project goes through a requirements
gathering stage and the scope is agreed before commencement
of the build stage

User support

Email or online ticketing support
Email or online ticketing
Support response times
Service Level Target for response are 2 hours and resolution in 8
hours (SLT vary per priority of request)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
Web chat testing was actioned by ServiceNow
Support levels
Managed Services Support Levels differ by days purchased and a
Technical Account Manager is assigned for every tier Tactical >
Operational Services > Business Service Requests > Knowledge
Request Planned > As Tactical plus: > Projects > Roll-over off hours
Strategic > As Planned plus: > Strategic Services > Road Map
Services

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
ServiceNow / New Rocket

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
SOC 2

Social Value

Social Value

Social Value

Tackling economic inequality

Tackling economic inequality

NewRocket continuously creates new jobs and adds skills to the
UK Market. There is a global shortage of ServiceNow certified
consultants in the ecosystem and NewRocket is committed to
creating new talent every year from diverse backgrounds.
NewRocket actively hire, grow and build skills in the technology
consulting market in the delivery of every contract. These
include: • working with small businesses to create opportunities
for entrepreneurship through technology helping new and small
organisations grow supporting economic growth. • creating
employment opportunities particularly for those who face
barriers to employment and/or who are located in deprived
areas. • creating employment and training opportunities,
particularly for people in the ServiceNow industry which has
known skill shortages and is high growth 30% YoY. • supporting
educational attainment relevant to the contract by including
training schemes that upskill our clients and address skills gaps
which result in recognized qualifications. • influencing staff,
suppliers, customers and communities through the delivery of
our contracts to support employment and skills opportunities in
high growth sectors.

Pricing

Price
£632 to £2,040 a unit a day
Discount for educational organisations
Yes

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