NEWROCKET (UK) LIMITED

ServiceNow Managed Services

ServiceNow Managed Services provide outsource L2/L3 support for your ServiceNow platform provided by certified experts, components include operational support, enhancement request, knowledge transfer and strategic services comprising of health checks, road mapping and quarterly service reviews

Features

• 24/7, Global L2/L3 ServiceNow support
• Dedicated Technical Account Manager (TAM)
• Phone, email, portal omni-channel support
• Customisable SLAs based on customers needs
• Ability to leverage PS team for complex requirements
• Flexible support models from ITIL through CSM to DevOps
• Strategic services: road mapping, QSRs, health checks.
• ServiceNow portal to track tickets, progress and burn
• Certified and experienced support consultants
• Continual service improvement and fanatical customer collaboration

Benefits

• Ownership of technical issues by dedicated TAM
• Adherence to best practice by certified support consultants
• Access to self help through our knowledge management system
• Detailed RCA through our problem management process
• Proactive strategic services for planning ServiceNow road map
• Seamless, low risk upgrades
• Shift left knowledge transfer to internal staff
• Risk mitigation baked into change management process
• Published and measured SLTs
• Flexible teaming and skill sets

£632 to £2,040 a unit a day

• 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

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

167640206134564

Contact

UK Public Sector Team
07480661212
info@newrocket.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 omni-channel 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

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Monthly Service Reviews are conducted with the customers Technical Account Manager (TAM) 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: Column Highmetric have very few service constraints - full copies of our Master Service Agreement (MSA), Statement of Works (SOW) and Terms and Conditions are available on request. Managed Service goes through a requirements gathering stage and the scope is agreed before commencement of the service

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 our Partner 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

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

• Fighting climate change:

  Fighting climate change

  N/A
• Covid-19 recovery:

  Covid-19 recovery

  N/A
• Tackling economic inequality:

  Tackling economic inequality

  N/A
• Equal opportunity:

  Equal opportunity

  N/A
• Wellbeing:

  Wellbeing

  N/A

Pricing

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

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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