PHOENIX SOFTWARE LIMITED

ServiceNow Workplace

ServiceNow Workplace is a cloud based SaaS solution that enables organisations to deliver unified employee workplace experiences through a single platform. It supports service requests, collaboration, content and workflow automation to improve productivity and engagement. ServiceNow provides platform hosting, operation and support.

Features

• Unified employee workspace and portal
• Employee service requests and workflows
• Collaboration and communication capabilities
• Knowledge and content management
• Role based access and personalisation
• Integration with HR, IT and business services
• Mobile ready employee experience
• Workflow automation for workplace services
• Dashboards and usage reporting
• Integration with ServiceNow platform services

Benefits

• Improves employee experience and engagement
• Increases productivity through unified access
• Reduces friction in workplace service delivery
• Supports collaboration across teams
• Improves visibility of workplace services
• Enables self service and knowledge reuse
• Enhances consistency of employee interactions
• Scales workplace services across organisation
• Supports hybrid and digital working models
• Improves adoption of enterprise services

• Education pricing available

Service documents

• Pricing document

  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 bids@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

216986819754420

Contact

Mark Pickersgill
01904 562200
bids@phoenixs.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Enterprise community
  • Team collaboration
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The solution is delivered as SaaS and requires internet access. Planned maintenance and platform updates are managed by ServiceNow. Some capabilities depend on licensing, role permissions, and enabled modules. Integrations with third-party systems may require additional configuration and buyer-side access/security approvals.
• System requirements:
  • Supported modern web browser and internet connection
  • Buyer-managed user accounts via SSO or local accounts
  • TLS 1.2+ connectivity permitted from user endpoints
  • Email integration requires mail routing and configuration
  • Integrations require API access and firewall allowlisting where needed
  • Admin access for configuration and workflow setup
  • Mobile access requires supported iOS/Android device if used
  • CSV import/export access for data migration if required
  • Pop-up and cookie settings aligned to platform requirements
  • Buyer security policies allow access to ServiceNow endpoints

User support

• Email or online ticketing support: Yes
• Support response times: Support is provided by ServiceNow via its customer support portal. Response times depend on the ServiceNow support package selected by the buyer and the severity of the issue raised. Standard ServiceNow support provides prioritised responses based on incident severity, including accelerated response for critical service-impacting incidents. Weekend and out-of-hours response availability is determined by the chosen ServiceNow support tier.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: ServiceNow conducts accessibility testing as part of its product development lifecycle, including validation against WCAG criteria and assistive technologies. Accessibility conformance reports are published by ServiceNow and updated as platform capabilities evolve.
• Onsite support: Yes, at extra cost
• Support levels: Support for the ServiceNow service is provided directly by ServiceNow under the buyer’s selected ServiceNow support package. This includes access to the ServiceNow customer support portal, incident and case management, knowledge articles, community resources, virtual agent support, and escalation routes aligned to issue severity. Enhanced and premium ServiceNow support tiers provide additional capabilities such as faster response times, proactive guidance, and designated support contacts, subject to the selected package. Phoenix Software acts solely as the commercial reseller and does not provide technical support unless separately contracted.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Phoenix supports onboarding through a structured mobilisation approach: licence and tenant setup coordination, discovery workshops, implementation planning, configuration and integration (via accredited partners where required), administrator training, user guidance, and go-live support. Documentation and knowledge transfer are provided to enable the buyer to operate and continuously improve the service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Documentation is provided in accessible digital formats (HTML/PDF) and ServiceNow maintains accessibility guidance and conformance reporting to support accessible usage. Buyers can request reasonable adjustments for onboarding materials and training delivery where required.
• End-of-contract process: At contract end, the buyer can renew via Phoenix, transition to alternative commercial arrangements, or exit the service. Phoenix supports the buyer to plan and execute data export, confirm required retention, and coordinate final instance arrangements with ServiceNow. Standard contract pricing includes reseller licence supply and commercial support; any additional exit assistance, specialist extraction, or migration services are provided at additional cost if requested.
• Documentation accessibility standard: WCAG 2.2 AA

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: Mobile provides a responsive interface optimised for smaller screens and touch controls. Some admin configuration tasks are best performed on desktop due to screen density and advanced configuration views. End-user tasks such as requests, approvals and ticket updates are fully supported on mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Users access ITSM through a web interface that provides role-based navigation, forms, lists, dashboards and a self-service portal. Interfaces include end-user request views, agent workspaces for service teams, configurable catalogues, knowledge articles, and reporting dashboards. The interface supports configurable fields, workflows and UI elements based on permissions and roles.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: ServiceNow publishes Accessibility Conformance Reports (ACRs) aligned to EN 301 549 and relevant accessibility criteria for product areas including ITSM, and conducts ongoing accessibility work through its accessibility programme and roadmap.
• API: Yes
• What users can and can't do using the API: Users can authenticate and interact with ITSM data and processes via APIs to create, update and query records (for example incidents, requests, changes and knowledge), trigger workflows, integrate with monitoring or identity systems, and automate reporting extracts. Users cannot bypass role-based access controls or platform security controls using the API. Some administrative or platform-level actions are restricted to privileged roles and may require additional configuration. API rate limits and specific endpoint capabilities depend on ServiceNow configuration and entitlements.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can configure workflows, forms, fields, catalogues, SLAs, routing rules, dashboards, roles and approvals using platform configuration tools. Customisation is typically performed by buyer administrators or authorised delivery partners. Phoenix can provide access to accredited partners for configuration, integration and best-practice implementation.

Scaling

• Independence of resources: ServiceNow operates the platform using enterprise multi-tenant architecture with capacity management, monitoring, and scaling practices designed to maintain performance. Logical separation, access controls and platform governance ensure each customer instance and data is segregated. Performance management includes monitoring, workload management and operational controls managed by ServiceNow.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics include ticket volumes, backlog, SLA performance, resolution times, assignment and throughput, change success rates, service request fulfilment performance, knowledge usage, and platform usage insights. Metrics are available at operational and executive levels and can be tailored by role and service.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: ServiceNow

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export data through ServiceNow reporting and list export capabilities and via APIs for bulk extraction. Exports can be scheduled or performed on demand depending on buyer permissions and configuration.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XML

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’s platform Availability SLA is at least 99.8% per calendar month for production instances, excluding excused downtime, with service credits/contractual remedies handled under ServiceNow terms. Phoenix supports customers with incident escalation and service management communications.
• Approach to resilience: ServiceNow operates resilient, enterprise-grade data centre and service operations with redundancy, monitoring, backup, disaster recovery and operational processes designed to maintain availability. Resilience arrangements, including regional hosting options and continuity measures, are available via ServiceNow trust/compliance materials and can be provided to buyers on request.
• Outage reporting: ServiceNow provides service communications through its status and notification processes, including incident communications and updates during service events. Phoenix can additionally notify buyer stakeholders via agreed channels and provide escalation coordination.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: ServiceNow supports SSO using standards-based identity federation (for example SAML/OIDC via the buyer’s IdP) and can enforce MFA through the buyer’s identity provider policies. Local accounts can be used where required, subject to access controls and password policies. Privileged access is restricted through role-based controls and administrative safeguards.
• Access restrictions in management interfaces and support channels: Access is restricted using role-based access control, least privilege, and named user accounts. Administrative access is limited to authorised personnel and can be integrated with the buyer’s identity provider. Phoenix restricts support access to authorised support staff and validates requester identity for account actions. Support actions follow logged, auditable processes.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: Phoenix follows documented policies for access control, data handling, incident management, secure remote working, supplier management, and change control. Security governance includes leadership oversight, periodic policy review, user awareness, and auditability. For ServiceNow SaaS operations, Phoenix relies on ServiceNow assurance (certifications and reports) and coordinates customer access to relevant trust documentation where required.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Phoenix uses controlled change processes for any reseller-managed configurations, integrations and support activities, including request logging, risk assessment, approval, implementation planning, and post-change validation. ServiceNow platform changes and releases are managed by ServiceNow under its SaaS operational processes, with customer notification and release information provided as applicable.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Phoenix monitors security advisories relevant to customer integrations and access, applies patches/updates to reseller-managed components, and coordinates escalation with ServiceNow and delivery partners for platform-related issues. Threat information sources include vendor advisories, NCSC guidance, and industry sources. Patch timing is risk-based and prioritised by severity.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Phoenix monitors support channels and account activity for suspicious behaviour, enforces least privilege, and investigates anomalies reported by customers or partners. For the underlying SaaS, ServiceNow performs platform monitoring and security operations; Phoenix coordinates incident escalation and customer communications.
• Incident management type: Supplier-defined controls
• Incident management approach: Phoenix operates defined incident handling processes for security and service events, including triage, escalation, containment, customer notification and post-incident review. Buyers can report incidents via Phoenix ticketing or phone support. Where incidents relate to the underlying SaaS platform, Phoenix escalates to ServiceNow and provides the buyer with updates and post-incident information as available.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0.1%
• Between £250,000 and £500,000: 0.2%
• Between £500,001 and £1,000,000: 0.3%
• Between £1,000,001 and £2,500,000: 0.4%
• Between £2,500,001 and £5,000,000: 0.5%
• Over £5,000,001: 0.6%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: Thursday 21 January 2016
• What the ISO/IEC 27001 doesn’t cover: Our certificate applies to services including software licensing, hardware, software asset management (SAM), and IT consultancy. It covers these services when delivered to public sector, charities and housing associations, education, and corporate customers by our employees, systems, and business processes.; ; All activities outside of this scope are not covered by the certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI Assurance UK Limited
• ISO 9001 accreditation date: Tuesday 23 November 2010
• What the ISO 9001 doesn’t cover: Our certificate applies to services including software licensing, hardware, software asset management (SAM), and IT consultancy. It covers these services when delivered to public sector, charities and housing associations, education, and corporate customers by our employees, systems, and business processes.; ; All activities outside of this scope are not covered by the certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics via Self Certification
• PCI DSS accreditation date: Wednesday 20 August 2025
• What the PCI DSS doesn’t cover: Our certificate applies to services including software licensing, hardware, software asset management (SAM), and IT consultancy. It covers these services when delivered to public sector, charities and housing associations, education, and corporate customers by our employees, systems, and business processes.; ; All activities outside of this scope are not covered by the certification.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 18c34a82-2bf3-4bf9-86c6-f489f07b37d6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F1e26d79-c268-4d22-a3d7-01e3f4c32c92
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  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 bids@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.