ServiceNow (ITSM/ITOM/CSM) - Implementation - by SCC

Service scope

Software add-on or extension: No
Cloud deployment model: Private cloud
Service constraints: SLA definition
System requirements: Browser

Mobile

User support

Email or online ticketing support: Email or online ticketing
Support response times: To some extent this depends upon the nature of the question and what it relates to, if you phone our technical support teams you will get an response there and then. The average wait time when phoning is 20 seconds before one of our technical support teams picks up the phone.
http://www.servicenow.com/support/contact-support.html
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: Customer Support uses the ServiceNow Incident Management application to manage issues and product defects based on incident priority
P1-Instance Unavailable-30 minutes-Continuous
P2-Mission critical defect-2 hours-Continuous
P3-Significant request or defect-1 business day-Business hours
P4-Important request or defect-N/A-Varies
Support Centers are located in the US, UK, Netherlands and Australia. In country language support is provided for France, Germany, Italy, Japan, Netherlands, and Spain during local business hours. We do not offer any additional Support Levels based on cost.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: All customers will be supported in their initial, and then ongoing, use of the ServiceNow solution. We are able to offer a variety of forums for training, documentation and user guidance and familiarisation, plus an ability to offer responsive knowledge articles to support self-learning.
Service documentation: Yes
Documentation formats: HTML
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: Yes
Differences between the mobile and desktop service: You can access your ServiceNow instance from a web browser on your desktop or mobile device or from the native mobile app. The mobile UI varies depending on your device, whether you are accessing your instance from the native app or from a mobile browser, and depending on the way your administrator configured the mobile UI for your company. Most of the functionality is available as per the desktop browser, but some of the graphics will be available.
Service interface: No
User support accessibility: 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 ServiceNow instance data using web service requests. ServiceNow outbound REST functionality allows you to retrieve, create, update, or delete data on a web services server that supports the REST architecture. ServiceNow integrates with many third-party applications and data sources. A variety of techniques can be used, most notably 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 use these API's to bring data in and out of ServiceNow. 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 configure various aspects of lists or forms. Configuration changes apply to all users.
With list configuration, you can add, remove, and reorder list columns. You can configure calculations to appear under columns. You can also hide controls and define access conditions by role for existing list controls. Users can also personalise lists which will not effect what other see.
Users can create their own reports and dashboards also with the correct permissions.
Forms can be configured as well, this includes the ability to configure a form to show or hide fields from a view. You can even create new fields on the table that is associated with the form, and put business rules, UI policies around them as well as define the data dictionary for the fields. With a runtime license you also have the ability to create new business applications in ServiceNow

Scaling

Independence of resources: ServiceNow’s datacenters and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple network paths to avoid single points of failure.
At the heart of this architecture, each customer application instance is supported by a multi-homed network configuration with multiple connections to the Internet. Production application
servers are load balanced within each data center. Production database servers are replicated in near-real time to a peer data center within the same geographic region.
ServiceNow employs a range of detective controls to monitor and prevent potential DDoSattacks from impacting the ServiceNow private cloud-environment.

Analytics

Service usage metrics: Yes
Metrics types: The usage analytics process collects data on all your instances and regularly updates the reports in the UsageOverview and ServiceNow Store Usage Overview modules. Application usage data is collected whenever an application is opened, and counts on tables are collected once a day. Data is collected on:
- The number of active users in the system
- The hardware CIs discovered (for instances that use Discovery)
- The number of cloud management service catalog items available to users in instances that use Cloud Management
-All users with the admin role can view Usage Overview and ServiceNow Store Usage Overview reports.
Reporting types: Real-time dashboards

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: Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: 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: Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. The customer provides the keys for this encryption. Data stored in these fields cannot be searched or reported on.
More details available on request
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: ServiceNow offers a variety of ways for administrators and users to export data:
- Form export
- List export
- Scheduled export with reports
- Direct URL access
- Web services/SOAP
Data export formats: CSV

Other
Other data export formats: XML

REST

SOAP
Data import formats: CSV

Other
Other data import formats: REST

SOAP

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: Other
Other protection within supplier network: Customers connect to the ServiceNow private cloud over HTTPS, leveraging TLS, for communication to and from a ServiceNow instance with all normal interactions via a web browser.
The private-cloud environment is both physically and logically isolated from ServiceNow’s corporate environment. To manage the private-cloud, operations personnel use two-factor authentication and a client-based VPN to access the private-cloud. There are no persistent network connections between ServiceNow’s corporate locations and the datacenters used to host ServiceNow’s private cloud. Firewalls with heavily restricted ingress and filtering with a default deny-all policy protect the private- cloud-perimeter.

Availability and resilience

Guaranteed availability: ServiceNow provides 99.8% availability (calculated monthly) for production instances. This design includes redundancy and fault tolerance of the entire ServiceNow application and platform stack, including electrical, cooling, network, security, and server infrastructure. Over the last 3 years (2014-2016), we have averaged 99.995% availability and have not fallen below 99.8% (contract SLA) in any quarter. In 2016 we averaged 99.996% and did not fall below 99.8% in any quarter.
Approach to resilience: ServiceNow’s data centers are arranged in pairs. All customer production data is stored in both data centers and kept in sync using asynchronous database replication. Both data centers are active at all times, each with the ability to support the combined production load of the pair. A production instance from one customer may be operating out of one data center in the pair and a production instance of another customer from the other.
More details available on request
ServiceNow maintains continuous, asynchronous replication from the database in the current primary data center (read-write) to the secondary data center (read-only). To transfer a customer instance from a primary data center to a secondary, ServiceNow designates the secondary to be the primary and the primary to be the secondary if it still exists.
ServiceNow’s data centers and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple diverse network paths to avoid single points of failure.
Outage reporting: ServiceNow have a customer portal where all requests, changes and incidents can be logged. Customers also now have complete transparency into the real availability of their production and non-production instances. Users can view the impact severity of issues and even drill into incident records to view details for problems. It is this level of transparency that further sets ServiceNow apart.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: "By User Access control lists and Groups and user roles
All ServiceNow staff are placed into Groups and have a user role, these groups and roles have access rights attached to them. Any personal that try to access an interface will have their group membership and user role checked and if they do not belong to the user role and group that is required to access that particular interface then access will be denied"
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: User-defined
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Schellman & Company, LLC
ISO/IEC 27001 accreditation date: Most recent accreditation was starting 2016
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 26/01/2015
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: ServiceNow has completed a version of the CSA CCM document internally as well as the self-assessment, to make the document more informative however it contains information that is only able to be shared under the protection of an NDA.

CSA STAR certification: The CSA STAR certification is effectively an ISO 27001 audit and certification process. ServiceNow is already an ISO 27001 certified organization and will not repeat the exercise to be certified with a second nearly identical certification program due to the significant cost of this type of program. ServiceNow can share its ISO 27001 certificate as evidence of its certification status.

CSA STAR attestation: The CSA STAR attestation program is effectively the same as an SSAE 16 Type II SOC2. ServiceNow holds an SSAE 16 Type I SOC , SSAE 16 Type II SOC1 and an SSAE 16 Type II SOC2 and therefore does not plan to undergo the CSA STAR attestation. As with the certification program ServiceNow will not attempt to undergo this program as it already holds this attestation and the cost of undergoing the audit process does not make sense due costs in running this audit process. These attestations can be shared under NDA.
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: SSAE 16 SOC 1 Type 1

SSAE 16 SOC 1 Type 2

SSAE 16 SOC 2 Type 1

International Life Science

FDA QMS (based on ISO 9001)

FedRAMP

FISMA Moderate Agency ATO

Multi-Tier Cloud Security Standard (MTCS) Asia

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: ISO 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
Safe Harbor
More details available on request

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: ServiceNow has a formally documented change management process that uses an internal ServiceNow instance to track change requests and approvals. All changes to production environments must go through the change management process. Change requests must include the change procedure, risk, and back out plans. Change requests are reviewed and approved by the Change Advisory Board (CAB). All assets are tagged and tracked though the ServiceNow CMDB.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: 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. Remediation timeframes are subject to ServiceNow's Vulnerability-Management-SOP.
This process is audited using vulnerability management tools. This covers all components of the infrastructure in the datacenters, and it includes the operating systems and the application level.
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: Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Sustainability is central to SCC’s operations and embedded into our business. Our defined carbon reduction targets are externally reported in our Carbon Reduction plan via the Carbon Disclosure Project.

Covid-19 recovery

SCC’s products, services and solutions can help facilitate and implement new ways of working for our customers. Through our propositions, additional health, wellbeing and agile working benefits can be achieved.

Tackling economic inequality

SCC provides employment and training opportunities, are members of the Disability Confident Scheme and supporters of the Armed Forces Covenant. Working with our supply chain we promote collaboration and diversity.

Equal opportunity

SCC is an inclusive employer with various initiatives to support, engage and develop our employees. We promote supply chain diversity and have mechanisms in place to manage modern slavery risks.

Wellbeing

SCC has a range of health and wellbeing activities available for our employees to access. Our volunteering programme and charity partnerships help facilitate and deliver a range of community benefits.

Pricing

Price: £74 a user a month
Discount for educational organisations: Yes
Free trial available: No

ServiceNow (ITSM/ITOM/CSM) - Implementation - by SCC

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

ServiceNow (ITSM/ITOM/CSM) - Implementation - by SCC

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents