Ve3 Global Ltd

ServiceNow Platform

VE3 offers a cutting-edge cloud-based (SaaS) platform known as ServiceNow, renowned for its seamless, consumer-friendly experience across multiple channels. As an elite partner of ServiceNow, VE3's global team provides comprehensive services including deployment, business consulting, advisory, process transformation, and implementation of ServiceNow's SaaS platform.

Features

• Platform-of-Platforms for end-to-end visibility.
• Innovative low-code app development.
• Configurable modules for industry-specific needs.
• Omni-channel user experience for seamless interactions.
• Collaborative task boards, real-time analytics.
• Machine learning for IT productivity and automation.
• Process optimization through automation.
• Conversational AI with Virtual Agent capability.
• Out-of-the-box integrations with 3rd party tools.
• Comprehensive IT solutions and integrations.

Benefits

• Enhancing user experiences with native functionality.
• Integration between business applications on one platform.
• Certified multi-layered security and granular access control.
• Consistent interface for high user adoption rates.
• Efficiency adjustments leading to cost reductions.
• Native automation and orchestration capabilities.
• Streamlined data-driven digital workflows.
• Improved employee productivity and efficiency.
• Rapid time to value with impressive ROI.
• VE3 delivers responsible business change.

£175 to £850 a unit

• 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 prime@ve3.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

172159250687456

Contact

Nikhil Alex
02045520840
prime@ve3.global

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: See Service Definition
• System requirements:
  • Browser
  • Mobile

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ServiceNow has SLAs based on ticket priority.
• 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: Core platform support is available 24/7 with the subscription. Optional Application Management support can be added, tailored to needs. SLAs:; ; P1 (Instance unavailable): 30 min response, continuous coverage; P2 (Mission critical defect): 2 hrs response, continuous coverage; P3 (Significant Request or defect): 1 business day response, business hours coverage
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: While user-friendly, ServiceNow may alter employees' daily routines significantly, necessitating preparation for a smooth transition and positive experience. VE3 offers: Analyzing training needs, Strategizing and planning training, Developing training materials, Providing training through public classes or on-site sessions.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Microsoft Word
• End-of-contract data extraction: Users with the appropriate roles in VE3 can customize various aspects of lists or forms. These configuration changes apply universally across all users.; ; For list configuration, users can add, remove, and reorder list columns. They can configure calculations to display under columns and hide controls, defining access conditions by role for existing list controls. Users can also personalize lists without affecting what others see.; ; Users are empowered to create their own reports and dashboards, provided they have the necessary permissions.; ; Forms can also be configured in VE3, allowing users to show or hide fields from a view. They can create new fields on the associated table and apply business rules and UI policies to them. Additionally, users can define the data dictionary for the fields. With a runtime license, users also gain the ability to create new business applications within VE3.
• End-of-contract process: VE3 offers several options for an exit management plan. At least thirty (30) days prior to 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 VE3'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. VE3 can provide customer data in its standard database export format.

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: VE3 can be accessed via desktop browsers and mobile apps for Android and iOS.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: API
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None or don’t know
• API: Yes
• What users can and can't do using the API: Inbound web services, such as the REST API, allow you to interact with VE3 instance data using web service requests. VE3 outbound REST functionality enables you to retrieve, create, update, or delete data on a web services server that supports the REST architecture. VE3 integrates with many third-party applications and data sources. A variety of techniques can be used, including Web Services, JDBC, LDAP, Excel, CSV, and Email, as well as any industry-standard technologies that use REST, SOAP, or WSDL. With the correct permissions, users can utilize these APIs to import and export data in VE3. Users who create these tend to be power users or Admin users.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users with the appropriate roles can customize various aspects of lists or forms. Changes apply universally.; List configuration allows for column addition, removal, and reordering. Calculations can be configured under columns, controls can be hidden, and access conditions by role can be defined.; Personalized lists don't affect others' views.; Users can create reports and dashboards with permissions.; Forms can be configured to show or hide fields. New fields can be created on associated tables, with business rules, UI policies, and data dictionary definitions.; With a runtime license, new business applications can be created in VE3.

Scaling

• Independence of resources: VE3 is engineered for high availability, with redundant components and multiple paths to avoid single points of failure. Each customer application instance is supported by a multi-homed network configuration with multiple connections. Production servers are load-balanced within each datacenter, and replicated in near-real time to a peer datacenter within the same region.; VE3 employs various detective controls to monitor and prevent potential DDoS attacks from impacting its cloud environment. Through its multi-instance architecture, VE3 exceeds stringent requirements surrounding data sovereignty, availability, and performance.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

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)
  • Other locations
• 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: TLS Version 1.2 or above.
• 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 data return process unfolds as follows: 1) VE3 exports the entire database in a MySQL format. 2) VE3 provides the customer with a set of instructions on how to import the data on their side. 3) The customer can FTP the files from VE3 to their site. Customers are allowed to store data hosted within VE3 for the duration of their service subscription. Under this model, the customer can purge or retain data according to their own retention policy.
• Data export formats: CSV
• Data import formats: 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: VE3 guarantees 99.8% availability (calculated monthly) for production instances. This design encompasses redundancy and fault tolerance across the entire VE3 application and platform stack, including electrical, cooling, network, security, and server infrastructure. Over the past three years (2014-2016), VE3 has maintained an average availability of 99.995% and has consistently met or exceeded the 99.8% contract SLA in every quarter. In 2016, VE3 achieved an average availability of 99.996% and maintained compliance with the 99.8% threshold in every quarter.
• Approach to resilience: VE3's data centers are paired to ensure redundancy and continuity. Customer production data is mirrored across both data centers through asynchronous database replication, ensuring synchronization. Each data center is fully active and capable of handling the combined production workload. Consequently, a customer's instance may operate from either data center within the pair. For further details, please inquire.; VE3 maintains continuous, asynchronous replication between primary (read-write) and secondary (read-only) data centers. If needed, VE3 can designate the secondary data center as the primary and vice versa, ensuring seamless transitions.; The design of VE3's data centers and cloud infrastructure prioritizes high availability. Redundant components and diverse network paths mitigate single points of failure across servers and network devices.
• Outage reporting: The VE3 customer portal facilitates logging of requests, changes, and incidents. Customers benefit from transparent insights into the availability of both production and non-production instances. Users can assess the severity of issues and access detailed incident records for comprehensive problem resolution. This transparency underscores VE3's commitment to customer satisfaction.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: All VE3 staff are categorized into Groups and assigned user roles, each of which has specific access rights. When attempting to access an interface, personnel undergo checks based on their group membership and user role. Access is granted only if they belong to the required user role and group for that interface; otherwise, 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: EGAC
• ISO/IEC 27001 accreditation date: 06/01/2024
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: VE3 adheres to various industry standards and certifications, including:; ; ISO 27001; SSAE 18 SOC 1 Type 1 and Type 2; SSAE 18 SOC 2 Type 1 and Type 2; BSI Cloud Computing Compliance Controls Catalogue (C5) Standard; APEC Privacy Recognition for Processors (PRP); FedRAMP JAB High P-ATO (for US government entities); DoD Impact Level 4 Authorization (for US DoD/IC entities); Multi-Tier Cloud Security Standard for Singapore (MTCS) Level 3; ASD IRAP assessed for OFFICIAL and PROTECTED cloud services; Government of Canada GC Cloud Provider; SOC 2 + HITRUST Report; Cyber Essentials Plus Certification; Additional details can be provided upon 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: VE3 employs a structured change management process, documented formally, utilizing an internal VE3 instance to monitor change requests and approvals. All modifications to production environments undergo thorough scrutiny within the change management process. Change requests are mandated to contain detailed change procedures, risk assessments, and back-out plans. These requests are subject to review and approval by the Change Advisory Board (CAB). Assets are meticulously tagged and monitored through the VE3 CMDB.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: VE3's infrastructure stack is tailored at every level to specifically support the application housed within VE3's cloud. With a compact footprint and limited enabled ports/services, many system patches released may not be relevant to VE3's private cloud systems. VE3 employs a methodical approach to determine the necessity of deploying a patch. Once confirmed that a patch is required, it undergoes the Change and testing processes, along with a defined timeline for deployment. VE3 utilizes the Advanced-High-Availability architecture to transition customers' production instances to the alternate data center. Remediation timeframes adhere to VE3's Vulnerability Management SOP.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: VE3 utilizes Sourcefire for IDS and Splunk for SIEM implementation. The IDS system oversees inbound traffic within the DMZ, while Splunk performs log collection on network devices, IDS, and servers supporting customer information. These systems undergo proactive alerting and routine log file reviews for monitoring. VE3 ensures events are addressed within a 24-hour timeframe.
• 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: VE3 maintains a formal documented Security Incident Response policy, process, and workflow. VE3's IR process encompasses event discovery, triage, escalation, notification, remediation, and post-mortem review.; ; Incidents are reported to the service desk, including suspected or actual security incidents. Trained service desk staff members utilize on-call rotation staff to contact the appropriate on-call security representative.; ; The on-call VE3 security staff are trained to conduct investigations and activate necessary resources through rotation staff, including network or system engineering, legal, executive, and other teams.

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

  Our G-Cloud service provision is deeply committed to fighting climate change, recognizing the urgent need for collective action to address environmental challenges. Here's how our services deliver against this social value theme: ; ; Environmental Sustainability in Operations: ; ; We prioritize running efficient operations to reduce emissions and minimize environmental impacts. This includes implementing energy-efficient practices, optimizing resource usage, and adopting renewable energy sources wherever possible within our data centers and infrastructure. ; ; Promoting Sustainable Practices: ; ; VE3 actively engages with our suppliers and clients to promote sustainable business practices. Through our services, we advocate for the adoption of environmentally friendly technologies, responsible sourcing, and waste reduction strategies, thereby reducing carbon footprints across the supply chain. ; ; Responsible by Design Framework: ; ; Our G-Cloud services adhere to a 'Responsible by Design' framework, ensuring that environmental considerations are integrated into the development and deployment of digital solutions. By prioritizing environmental protection and minimizing negative impacts, we strive to deliver sustainable outcomes for our clients. ; ; Training and Education: ; ; VE3 invests in training and education programs focused on environmental sustainability. Through initiatives like the Sustainability Quotient (SQ) training, we equip our teams with the knowledge and skills to adopt climate-smart behaviors and implement environmentally conscious practices in their work. ; ; Community Engagement: ; ; We actively engage with communities to support environmental objectives and promote climate action. By partnering with local organizations and stakeholders, we contribute to initiatives aimed at addressing climate change, such as tree planting programs, clean energy projects, and environmental education campaigns.

  Covid-19 recovery

  Our G-Cloud service provision plays a crucial role in supporting the COVID-19 recovery effort by facilitating resilience, adaptation, and innovation in the face of unprecedented challenges. Here's how our services contribute to the recovery process: ; ; Remote Work Enablement: ; ; VE3's digital solutions empower organizations to transition to remote work seamlessly. By providing secure and reliable cloud-based infrastructure, collaboration tools, and remote access solutions, we enable businesses to maintain productivity while ensuring the safety and well-being of their employees. ; ; Business Continuity Planning: ; ; We assist organizations in developing and implementing robust business continuity plans to mitigate disruptions caused by the pandemic. Our services include data backup and recovery solutions, disaster recovery planning, and resilience testing to ensure operational continuity in the face of unforeseen events. ; ; Digital Transformation Acceleration: ; ; VE3 accelerates digital transformation initiatives to help organizations adapt to the new normal. By modernizing legacy systems, implementing cloud-based technologies, and digitizing processes, we enable businesses to optimize efficiency, improve agility, and remain competitive in a rapidly evolving landscape. ; ; Healthcare Support Solutions: ; ; We provide specialized healthcare support solutions to assist frontline workers and healthcare organizations in responding to the COVID-19 crisis. This includes telemedicine platforms, patient management systems, and data analytics tools to enhance patient care, streamline operations, and support decision-making processes. ; ; Economic Stimulus through Innovation: ; ; VE3 fosters innovation and entrepreneurship to stimulate economic recovery in the aftermath of the pandemic. Through our G-Cloud services, we support startups, small businesses, and enterprises in developing and deploying innovative solutions that address emerging challenges, create new opportunities, and drive economic growth.

  Tackling economic inequality

  We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality: ; ; Access to Affordable Technology: ; ; We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy. ; ; Skills Development and Training: ; ; VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects. ; ; Support for Minority-Owned Businesses: ; ; We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities. ; ; Digital Inclusion Initiatives: ; ; VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity. ; ; Fair and Transparent Procurement Practices: ; ; We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

  Equal opportunity

  We are deeply committed to promoting equal opportunity and fostering diversity and inclusion in all aspects of our G-Cloud service provision. Here's how our services contribute to advancing equal opportunity: ; ; Diverse Workforce and Inclusive Culture: ; ; VE3 prioritizes building a diverse workforce and fostering an inclusive culture where all individuals, regardless of background or identity, have equal opportunities to succeed and thrive. We promote diversity in recruitment, hiring, and talent development processes, and actively support initiatives that celebrate and embrace differences. ; ; Equal Access to Opportunities: ; ; We are dedicated to ensuring equal access to opportunities for all individuals, including those from underrepresented or marginalized communities. Through our G-Cloud services, we strive to create pathways for inclusive economic participation by providing access to training, resources, and support for entrepreneurship and career advancement. ; ; Supplier Diversity and Inclusion: ; ; VE3 promotes supplier diversity and inclusion by actively seeking out and partnering with businesses owned by minorities, women, veterans, LGBTQ+ individuals, and other underrepresented groups. We believe in creating a diverse and inclusive supplier ecosystem that reflects the communities we serve and fosters economic empowerment for all. ; ; Accessibility and Inclusive Design: ; ; Our G-Cloud services are designed with accessibility and inclusivity in mind, ensuring that everyone, including individuals with disabilities, has equal access to digital platforms, applications, and services. We adhere to accessibility standards and guidelines to remove barriers and create seamless user experiences for all users. ; ; Education and Skill Development: ; ; VE3 invests in education and skill development initiatives to empower individuals with the knowledge and capabilities needed to succeed in the digital economy. Through partnerships with educational institutions, nonprofits, and community organizations, we provide access to training programs, scholarships, and mentorship opportunities that promote equal opportunity and career advancement.

  Wellbeing

  We prioritize the wellbeing of individuals and communities in all aspects of our G-Cloud service provision. Here's how our services contribute to enhancing wellbeing: ; ; User-Centric Design: ; ; VE3 designs our G-Cloud services with a user-centric approach, prioritizing usability, accessibility, and intuitive design. By focusing on the needs and preferences of users, we create digital experiences that enhance overall wellbeing by reducing frustration, stress, and cognitive load. ; ; Health and Safety Protocols: ; ; We implement robust health and safety protocols to protect the wellbeing of employees, clients, and partners. This includes adherence to strict security standards, data privacy regulations, and compliance with industry best practices to ensure the safety and integrity of our digital infrastructure and services. ; ; Promotion of Work-Life Balance: ; ; VE3 recognizes the importance of work-life balance in maintaining overall wellbeing. Through our G-Cloud services, we enable remote work, flexible scheduling, and collaboration tools that empower individuals to achieve a healthy balance between their professional and personal lives, leading to greater job satisfaction and wellbeing. ; ; Mental Health Support: ; ; We prioritize mental health support for our employees and clients by offering resources, programs, and initiatives aimed at promoting mental wellbeing. This includes access to counseling services, mindfulness training, stress management workshops, and employee assistance programs designed to support individuals in times of need. ; ; Community Engagement and Social Impact: ; ; VE3 actively engages with communities to address social determinants of health and promote holistic wellbeing. Through partnerships, philanthropic initiatives, and volunteer efforts, we support local organizations and projects focused on improving access to healthcare, education, housing, and other essential services that contribute to overall community wellbeing. ; ; Environmental Sustainability: ; ; We are committed to environmental sustainability as a core component of wellbeing. By prioritizing eco-friendly practices, resource conservation, and carbon reduction efforts in our operations and services, we contribute to creating a healthier and more sustainable environment.

Pricing

• Price: £175 to £850 a unit
• 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 prime@ve3.global. Tell them what format you need. It will help if you say what assistive technology you use.