FlyForm Ltd (formerly GovNow Ltd)

ServiceNow® implementation, software and licensing

ServiceNow implementation and software.
A portfolio of robust cloud-based applications that automate and manage enterprise services providing a complete ServiceNow ITSM solution. Our applications have the advantage of being built on a single service automation platform with one user interface, one code base, one data model, delivering easy, automated upgrades.

Features

• ServiceNow implementation
• Access from anywhere - Mobile Web enabled
• ServiceNow Notifications/Alerts
• ServiceNow Real-time Reporting
• ServiceNow Collaboration - Chat/Live Feed/Visual Taskboards
• ServiceNow Content Management System
• Granular access control and certified multi-layered security
• Custom integrations via integrated support for popular technologies- JavaScript/Web Services
• Multiple out-of-the-box integrations with other IT and business tools
• ServiceNow Survey Management

Benefits

• One security model
• One API
• One web service interface
• One datastore, one datamodel- therefore one system of record
• One job scheduler
• One user interface
• One development approach (ServiceNow)
• One list of user tasks
• One technology (ServiceNow)
• One architecture (ServiceNow)

£11.85 to £987.50 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@flyform.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

155651935118066

Contact

Philip Davies
07482180576
sales@flyform.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None.
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: In line with our SLAs i.e. from 30 minutes to 1 day depending on priority.
• 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: ServiceNow has undergone extensive accessibility testing.
• Onsite support: Onsite support
• Support levels: Please see service description.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: FlyForm can provide organisations with the required training on the specific modules purchased, to enable users and System Administrators to use ServiceNow, which can take form of classroom training, knowledge transfer, and user documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The process for the return of data follows: 1) ServiceNow exports the entire database in a MySQL format. 2) ServiceNow provides the customer a set of instructions on how to import the data on the customer's side. 3) The customer can FTP the files from ServiceNow to their site. Customers are permitted to store data hosted within ServiceNow for the duration of their service subscription with ServiceNow. Under this model, the customer can purge or retain data according to their own retention policy. ServiceNow retains customer data for up to 45 days from the end of a contract. Within the 45 days, the customer can request their data to be sent to them in a standard database export format. After 45 days, all data from the customer instances is removed from ServiceNow servers
• End-of-contract process: ServiceNow has several options for an exit management plan. At least thirty (30) days prior to either the expiration of the Subscription Term (where the customer elects not to renew) or in connection with the termination by the customer of the Subscription Service in accordance with ServiceNow's General Terms and Conditions, the customer may purchase the following services: (i) one (1) extension of the Subscription Service for up to six (6) months ("Transition Subscription Service"); and (ii) Professional Services. The customer pays in advance for the Transition Subscription Service at the monthly subscription fee rate charged to the customer in the expiring Order Form plus an additional ten percent (10%). The customer pre-pays for any Professional Services ordered during the transition period plus verifiable travel and expenses. The parties sign a mutually agreed upon Order Form setting forth the fees and purchased Subscription Service and Professional Services prior to the commencement of any Transition Subscription Service or Professional Services. ServiceNow can provide customer data in its standard database export format.

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: None.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: REST, SOAP and other interfaces available.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ServiceNow recommended the tool is customised to meet your business needs using a certified ServiceNow partner.

Scaling

• Independence of resources: The ServiceNow Cloud is deployed on an advanced, multi-instance architecture that provides separate application nodes and database processes for each customer. This means there is no co-mingling of customer data in a shared database that would exists in a multi-tenant architecture. ServiceNow deploy instances on a per-customer basis, allowing the multi-instance cloud to scale horizontally to meet each customer’s performance needs.

Analytics

• Service usage metrics: Yes
• Metrics types: The ServiceNow System Usage modules track usage for ServiceNow applications and ServiceNow Store apps.; ; The usage analytics process collects data and updates the reports in the ServiceNow Usage Overview and ServiceNow Store Usage Overview modules. Application usage data is collected whenever an application is opened and counts on tables are collected daily. Data is collected on:; ; -Number of active users in the system; ; -Hardware CIs discovered (for instances that use ServiceNow Discovery); ; -Number of ServiceNow Cloud Management Service Catalog items available to users in instances that use Cloud Management; ; -Admin users can view Usage Overview and Store Usage Overview reports.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and 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
• 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 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 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. Customer provides the keys for this encryption. Data stored in these fields cannot be searched or reported on. ; ; -Full disk encryption: Provided via self-encrypting hard drives with AES256 bit encryption. This encryption capability is only available by purchasing dedicated ServiceNow hardware at additional cost. This delivers “at-rest” protection only and is focused solely on preventing data exposure through the loss or 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: The process for the return of data follows: 1) ServiceNow exports the entire database in a MySQL format. 2) ServiceNow provides the customer a set of instructions on how to import the data on the customer's side. 3) The customer can FTP the files from ServiceNow to their site. Customers are permitted to store data hosted within ServiceNow for the duration of their service subscription with ServiceNow.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • Via REST / SOAP
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • Via REST / SOAP

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 provides 99.8% availability (calculated monthly) for production instances. This design includes redundancy and fault tolerance of the entire ServiceNow application and platform stack, including electrical, cooling, network, security, and server infrastructure. Over the last 3 years (2014-2016), we have averaged 99.995% availability and have not fallen below 99.8% (contract SLA) in any quarter. In 2016 we averaged 99.996% and did not fall below 99.8% in any quarter.
• Approach to resilience: ServiceNow’s data centers are arranged in pairs. All customer production data is stored in both data centers and kept in sync using asynchronous database replication. Both data centers are active at all times, each with the ability to support the combined production load of the pair. A production instance from one customer may be operating out of one data center in the pair and a production instance of another customer from the other. ; ; ServiceNow maintains continuous, asynchronous replication from the database in the current primary data center (read-write) to the secondary data center (read-only). To transfer a customer instance from a primary data center to a secondary, ServiceNow designates the secondary to be the primary and the primary to be the secondary if it still exists. ; ServiceNow’s data centers and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple diverse network paths to avoid single points of failure.
• 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. 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
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• 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 personal that 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
  • Identity federation with existing provider (for example Google Apps)
  • 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: Schellman Compliance, LLC
• ISO/IEC 27001 accreditation date: 16/10/2023
• What the ISO/IEC 27001 doesn’t cover: The only exclusion to the scope is the physical datacenter environment as these are covered by the datacenter providers' own ISO certifications.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28/02/2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: ServiceNow has completed a version of the CSA CCM document internally as well as the self-assessment, to make the document more informative it contains information only able to be shared under NDA protection. ; ; CSA STAR certification: The CSA STAR certification is effectively an ISO 27001 audit and certification process. ServiceNow is already an ISO 27001 certified organization and will not repeat the exercise to be certified with a second nearly identical certification program due to the significant cost of this type of program. ServiceNow can share its ISO 27001 certificate as evidence of its certification status.; ; CSA STAR attestation: The CSA STAR attestation program is effectively the same as an SSAE 16 Type II SOC2. ServiceNow holds an SSAE 16 Type I SOC , SSAE 16 Type II SOC1 and an SSAE 16 Type II SOC2 and therefore does not plan to undergo the CSA STAR attestation. As with the certification program ServiceNow will not attempt to undergo this program as it already holds this attestation and the cost of undergoing the audit process does not make sense due to the cost in running this audit process. These attestations can be shared under NDA.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27001
  • SSAE 16 SOC 1 Type 1
  • SSAE 16 SOC 1 Type 2
  • SSAE 16 SOC 2 Type 1
  • International Life Science
  • FDA QMS (based on ISO 9001)
  • FedRAMP
  • FISMA Moderate Agency ATO
  • Multi-Tier Cloud Security Standard (MTCS) Asia

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 27017:2017; ISO 27001:2013; ISO 27018:2019; ISO 27701:2019; SSAE 16 SOC 1 and SOC 2; BSI Cloud Computing Compliance Controls Catalogue (C5) Standard; APEC Privacy Recognition for Processors (PRP); DoD IL4 ; DoD IL5 for the National Security Cloud; FedRAMP ; FISMA ; AICPA SOC 2 TSC + HITRUST CSF; UK Cyber Essentials Plus Certification; PCI DSS Compliance; ; More details available on request

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. All changes to production environments must go through the change management process. Change requests must include the change procedure, risk, and back out plans. Change requests are reviewed and approved by the Change Advisory Board (CAB). All assets are tagged and tracked though the ServiceNow CMDB.
• 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 customized at each layer to specifically support the only application residing in the ServiceNow private cloud. With the small footprint of technology required and the limited ports and services enabled, many system and security patches published do not apply to the private cloud's systems. Each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. If a patch needs to be deployed, the process follows 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.
• 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's documented Security Incident Response policy, process and workflow 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At FlyForm, we are committed to tracking our social value goals. As a partner to UK public sector, we can support our customers’ Net Zero Carbon goal by 2029:; In 2019, we made the move to push our mobile workforce to use trains instead of cars. Rail travel accounts for 14 grams of CO2e emissions per passenger mile, which is dwarfed by the 158 g/CO2e per passenger miles from journeys in cars.; Our Senior Management team have had their company vehicles replaced with electric cars. Even with electricity generation, carbon emissions of an electric car are around 17 – 30% lower than driving a petrol or a diesel car.; We are passionate about rewarding our staff with meals and events. Where possible, we choose restaurants that focus on sustainable food. Sometimes we opt for vegan food which is proven to reduce an individual’s CO2e footprint by as much as 50% when correctly sourced.; We have almost no technical infrastructure ourselves. We leverage cloud systems for agility and due to lower CO2e emissions.; While FlyForm is a relatively small organisation, we can still make a difference as we scale. We create this positive change through our partners, our staff, and through technology. ; FlyForm is a pureplay partner of ServiceNow. ServiceNow have maintained 100% renewable electricity, achieved carbon neutrality, and committed to net zero by 2030 (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/public-document/servicenow-global-impact-esg-fact-sheet-2023.pdf). ServiceNow are tracking their Science-Based Target initiative (SBTi) goals, and they have realised an 82% and a 42% reduction of GHG emissions for 2022 (against a 2019 baseline) for Scopes 1 & 2 combined, and Scope 3 emissions, respectively. ; The ServiceNow platform enables positive change through digital transformation (see image below). Additionally, the platform includes an ESG solution (https://www.servicenow.com/solutions/esg-solutions.html) that empowers its customers to achieve operational excellence, increase compliance and activate ESG across the organisation.

  Covid-19 recovery

  As part of supporting the global COVID-19 recovery, we have taken the following actions:; Creating employment: We are actively working with ServiceNow on their Next Gen programme. Next Gen is designed to help bring more people into the digital skills arena. In 2020, we were involved in one of their first UK pilots (Tin Smart) which took people from under privileged backgrounds in the Midlands and put them through training. This was called out by ServiceNow at their Global event. From our success there, we were invited to a new initiative helping to reduce the digital skills gap, both by upskilling the existing workforce, and bringing fresh talent into the industry from underrepresented backgrounds – with the aim of benefiting our customers and partners across the UK.; Supporting organisations and businesses to manage the impact of COVID-19 through new ways of working: We transitioned from face-to-face to online project workshops. This helped our customers to work more flexibly, also reducing the stress on the environment thanks to minimised transport requirements.; Supporting physical and mental health: During lockdown, FlyForm initiated a variety of processes to ensure employees were taking care of their mental and physical wellbeing. Activities such as the 10-minute check in, where our employees pair up for a week at a time to ensure each day, they have an opportunity to connect, and increase morale and team building across departments. ; Improve workplace conditions: Whilst many of our teams have continued to work remotely since COVID-19, we encourage train as a preferred method of travel when meeting colleagues in the office. Many of the processes implemented during lockdown, such as wellness programme, to support a remote working practice, have carried on since.

  Tackling economic inequality

  At FlyForm, we help tackle economic inequalities by creating employment opportunities locally in Wales, as well as in the rest of the UK by fostering a ‘remote-by-default’ work culture. Our growth supports wider economic growth through our staff, suppliers, and local economies.; To create new training and employment opportunities to those who face barriers to employment, we are actively working with ServiceNow on their Next Gen programme. Next Gen is designed to help bring more people into the digital skills arena. In 2020, we were involved in one of their first UK pilots (Tin Smart) which took people from under privileged backgrounds in the Midlands and put them through training. Since then, we have been invited to a new initiative helping to reduce the digital skills gap, both by upskilling the existing workforce, and bringing fresh talent into the industry from underrepresented backgrounds – with the aim of benefiting our customers and partners across the UK.; The very work that we do through ServiceNow implementations, helps put new innovations and disruptive technologies to use as part of our customers’ Digital Transformation journeys.; Internally, we have our own product development and innovation department, FlyForm Labs. FlyForm Labs is dedicated to turning creative concepts into practical digital solutions. For example, we designed a GDS Toolkit for our public sector customers to deliver inclusively designed accessible services to the public reducing the costs to provision, operate, and maintain. ; One of our core targets at FlyForm is to positively impact 200 million lives by 2030, and FlyForm Labs is a major driving force towards that goal.

  Equal opportunity

  Diversity and inclusion is part of our fabric, not only because we feel it’s the right thing to do but because we understand that a diverse and inclusive workforce will give us a competitive edge.; Our business has a flat management structure and has been built to ensure we have a strong culture. It is important to us that that culture can remain in place as we scale. We strongly believe in employing the best people in the ServiceNow eco-system, irrespective of background, disability, orientation, or ethnicity. Our principles in diversity and inclusion aim to provide a welcoming culture to all our employees. We share and celebrate career progression across the business and support in-work progression of all our staff, which includes succession planning. ; In a SME, it is important to share the progress we have made:; The Senior Management Team has female representation ; Majority female voice in the CEO’s Office ; Our consultancy team brings diversity from India and multiple European locations ; 50% Engagement Managers are female; We have two native Welsh speakers – as a Welsh business we are passionate about this! We have started producing technical content in Welsh to serve our Welsh customer base; These are not just statistics for our business, they are part of the culture we are proud to have built and are passionate about protecting.

  Wellbeing

  At FlyForm, we promote wellbeing internally and externally:; 1. Internally - physical and mental wellbeing at work:; FlyForm's co-founders, Phil and Arron Davies, are huge advocates for mental and physical health and wellbeing. This has created a supportive and open workplace from the interview process through to offboarding, supporting physical, mental and spiritual aspects of wellbeing.; FlyForm has an abundance of services to support employees which include Private Medical Healthcare, EAP services and free online exercise classes. ; FlyForm have a structured onboarding programme to ensure that all employees have direct contact across the business.; Investments are being made in our benefits and HR department to further this support and ensure every FlyForm employee is taken care of. ; Since COVID-19, we have embarked upon an initiative to have Mental Health First Aiders across our organisation.; FlyForm's senior management team run weekly, monthly and quarterly updates with transparency across the board which creates an environment of openness and trust.; 2. Externally – helping build integrated communities:; FlyForm are very passionate about our local community in South Wales where we have sponsored local organisations such as Tonyrefail Boys Club, Wyndham Boys Club, Revolutionize Dance Club and Pontypridd Schools U11s Rugby. These clubs are in economically disadvantaged areas and provide a life-line to children seeking wholesome, social, engaging activities. ; More broadly, we have made several sizeable donations such as the Taraloka Women’s Buddhist Retreat which provides much needed refuge. By offering free of charge services, we have partnered with ServiceNow to build an application for an NGO providing welfare services (food, water etc.) in South Africa. In 2021, we donated to support repatriation of people in Afghanistan. We are also working on the creation of a simple digital solution to help bring standardisation and efficiency to charitable organisations.

Pricing

• Price: £11.85 to £987.50 a user a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@flyform.com. Tell them what format you need. It will help if you say what assistive technology you use.