SHI CORPORATION UK LIMITED

ServiceNow Software License Partner

SHI are a fully accredited Premier ServiceNow Sales and Service partner. The SHI ServiceNow Licensing Service provides our Government Customers with the ability to purchase licensing across the ServiceNow platform. SHI certified ServiceNow professionals, have the skills to advise on your ServiceNow licensing requirements to optimise your spend.

Features

• ServiceNow License Agreement Resell
• Support on ServiceNow rightsizing and Renewal Management
• ServiceNow Implementation Consultation
• Integration advice and design
• NOW Platform functional analysis
• IT Workflow analysis and consultation

Benefits

• Purchase ServiceNow License Agreement and Single Service Supplier
• Advice to enable organisation only to buy what they need
• Commercial benchmarking to enable best approach to procurement
• Trusted Advisor to assist organization with right sizing purchase

£1 to £500 a licence

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

Framework

G-Cloud 13

Service ID

202611869026019

Contact

Abdul Rokim
01908300370
tenders@shi.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: SHI help organisations deliver IT Asset Management and have consultants who support government agencies in the development of a world class ITAM practice. Services include Audit Defense, Software Optimised License Position, SAM Assessments, SaaS Management, Cloud Consumption Management.
• Cloud deployment model: Public cloud
• Service constraints: Not applicable
• System requirements: ServiceNow License and Agreement

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 9 till 5 each day and 5 Day Business Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: SHI appoint an Account Director for the management of a customer account. The Account Director will be the first person to support customer software license request. SHI will also appoint a Solution Consultant, who has experience of helping our customers with the ServiceNow platform.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our team of certified ServiceNow professionals, have the skills to advise on your ServiceNow licensing requirements.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • 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: No
• Application to install: No
• Designed for use on mobile devices: No
• 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 all interface testing.
• API: Yes
• What users can and can't do using the API: Native SOAP and REST API
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: ServiceNow Platform is fully customisable.

Scaling

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

Analytics

• Service usage metrics: Yes
• Metrics types: Available in reporting.
• Reporting types:
  • Regular reports
  • Reports on request

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
  • European Economic Area (EEA)
• 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 can provide two types of encryption for 'data at rest' .; •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.; ; •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: They can export in HTML, CSV and Excel formats for raw data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • HTML
  • XML
• 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: 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.
• Approach to resilience: All customer production data is stored in two 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.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Users are authenticated using a Username and Password. 2 Factor Authentication enables for an additional layer of authentication.
• 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: Unknown
• ISO/IEC 27001 accreditation date: 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: N/A
• CSA STAR certification level: Level 2: CSA STAR Attestation
• 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 however it contains information that is only able to be shared under the protection of an NDA.
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems Inc
• PCI DSS accreditation date: 25/01/2018
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27017
  • ISO 27018
  • SOC 1/2/3

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. 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 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: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  As a reseller and not a manufacturer, SHI naturally has a low impact on the environment However, we are always mindful of the environment and work to reduce any damaging effects from our organization while protecting our staff's safety and well-being. Preserving the environment and fostering a sustainable future are crucial principles of our overall business strategy. Incorporating environmentally-friendly initiatives — whether internally or alongside our partners — minimizes the amount of yearly technology waste and maximizes our impact toward a greener planet. Our environmental initiatives focus on four areas: Sustainable Solutions Securing Green Products Resource Usage and Efficiency Employee Awareness.
• Covid-19 recovery:

  Covid-19 recovery

  With our key OEM Partner relationships and standing along with the global distribution and logistics teams and tools, SHI has adapted our processes to insure that we fulfil our Customer needs in an efficient and timely manner. We are carefully monitoring all aspects of the COVID-19 situation and providing our extended teams the necessary information and protocols to help proactively mitigate supply chain disruptions and allow us to continue to provide world class service and support. Each facility remains open and is staffed only by mission-critical personnel whose responsibilities do not allow a reasonable work-from-home option. Inventory continues to move in an out of our warehouses and through our network of distributors around the world. However, available stock levels vary by individual products and can change minute to minute. Our shipping carriers have not been significantly impacted by the current situation, but SHI personnel, dedicated to understanding up-to-the-minute shipping status, monitor shipping availability and notify SHI account teams and customers when necessary. With shipments continuing and the vast majority (94%) of our workforce adjusted to working from home, SHI remains ready to assist customers in any way possible. We are committed to being responsive to support to our customers and partners through the challenges ahead. We are carefully monitoring this situation and providing our teams with the necessary information and protocols to ensure minimal supply chain disruptions, and to make sure we are doing everything we can to provide world class service and support. SHI continues to monitor the Coronavirus disease (COVID-19) developments with a primary focus on ensuring the health and safety of our colleagues while mitigating business impacts for our channel partners. In support of this, we have activated our business continuity plans and are convening regular meetings with teams across the business.
• Tackling economic inequality:

  Tackling economic inequality

  At SHI, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. Our most important asset is the diverse group of employees who make up our SHI community. We acknowledge and support the collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our employees bring to SHI. Our employees' investment in their work represents a significant part of our culture, reputation, and SHI’s longstanding history of achievement through inclusion and harmonious teamwork. We at SHI embrace and encourage all employee differences that make them unique. In support of these efforts, SHI recruiters attend diversity career fairs, and SHI engages with hiring partners/vendors that promote diversity and inclusion (e.g., Monster). SHI.com and SHI's Glassdoor pages have content devoted to diverse hiring and a diverse workforce. As an equal opportunity employer, we comply with the law without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. SHI believes that diversity and inclusion among our teammates are critical to our success as a global company. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Diversity, equal employment opportunity, and affirmative action provide a strong foundation for SHI's efforts to achieve a fair and inclusive workplace. We welcome you to contact SHI for our full Affirmative Action / EEO plan.
• Equal opportunity:

  Equal opportunity

  At SHI, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. Our most important asset is the diverse group of employees who make up our SHI community. We acknowledge and support the collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our employees bring to SHI. Our employees' investment in their work represents a significant part of our culture, reputation, and SHI’s longstanding history of achievement through inclusion and harmonious teamwork. We at SHI embrace and encourage all employee differences that make them unique. In support of these efforts, SHI recruiters attend diversity career fairs, and SHI engages with hiring partners/vendors that promote diversity and inclusion (e.g., Monster). SHI.com and SHI's Glassdoor pages have content devoted to diverse hiring and a diverse workforce. As an equal opportunity employer, we comply with the law without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. SHI believes that diversity and inclusion among our teammates are critical to our success as a global company. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Diversity, equal employment opportunity, and affirmative action provide a strong foundation for SHI's efforts to achieve a fair and inclusive workplace. We welcome you to contact SHI for our full Affirmative Action / EEO plan.
• Wellbeing:

  Wellbeing

  As a reseller and not a manufacturer, SHI is naturally low-impact; however, we are always mindful of the environment and work to reduce any damaging effects from our organization while protecting our staff's safety and well-being. Preserving the environment and fostering a sustainable future are crucial principles of our overall business strategy. Sustainable Solutions—As a global solutions provider and technology advisor, we are here to help our customers reduce, reuse, and recycle technology assets through our various eco-friendly solutions. Securing Green Products—SHI works on our customer's behalf to identify and source products with environmental certifications. Resource Usage and Efficiency—With two LEED Gold certified builds, SHI embraces the spirit of these rigorous standards and seeks to consume fewer natural resources, reduce operating costs, and create safe, healthy environments for their occupants. Employee Awareness—SHI's employees are at the forefront of achieving our sustainability goals by promoting green products and sustainable solutions to our customers while also understanding their impact on the environment. When it comes to sustainability, SHI can provide and implement a number of solutions for your organization, including: Asset Recovery—We pick up your old equipment, take inventory of what's still usable and report our findings to you. E-Waste Recycling—We hold multiple recycling events around the nation so you can quickly and properly dispose of unwanted devices. Hardware Remarket—We put your hardware back on the market if you cannot or choose not to reuse it. Asset Disposal—We work with partners worldwide to ensure your old hardware is recycled correctly. Hardware Redeployment—We determine if your equipment is eligible for reuse and keep stock in our warehouse that you can redeploy at any time. Cloud and Data Center Solutions—We have the expertise and people to help our customers migrate, optimize, modernize and manage your cloud.

Pricing

• Price: £1 to £500 a licence
• 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 tenders@shi.com. Tell them what format you need. It will help if you say what assistive technology you use.