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DE NOVO SOLUTIONS

Implementation - ServiceNow Employee Experiences - HR Service Delivery - HRSD

de Novo Solutions is an experienced ServiceNow Employee Experience Workflow delivery and implementation organisation. Streamlining processes and efficiency spanning ServiceNow: HR Service Delivery, Workplace Service Delivery, Safe Workplace Suite, Legal Service Delivery, Employee Growth and Development and Creator Workflows. Our experts ensure compliance, agility and innovation while delivering superior service.

Features

  • HR Service Delivery: Employee Centre (Pro), Case and Knowledge Mgmt
  • Streamline Process: Workplace Service Delivery, Wkplc Space Mgmt workflow automation
  • Ensure Compliance: Safe Workplace Suite, Safe Wkplc Dashboard and analytics
  • Boost Productivity: Legal Service Delivery, Legal Investigations with tailored workflow
  • Real-Time: Employee Growth and Development, Manager Hub, Performance Analytics
  • Driving Agility: Creator Workflows, Now Mobile, Employee Journey Mgmt.
  • Employee Workflows: HR Agent Workspace, Virtual Assistant maximising collaboration
  • Maximises Employee Experience: Workflow ROI cost savings and improvement
  • Facilitate: Seamless integration with existing systems and applications
  • Connected Experiences: For Managers, Employees and Case Agents

Benefits

  • Strategic alignment: Expert guidance aligning organisational objectives for sustained growth
  • Operational efficiency: Reducing risk reducing cost and improving productivity significantly
  • Experience economy: Data driven personalised experiences over standardised business processes
  • Delivery excellence: Quality, proven service skills, fostering agility and resilience
  • Creator Workflows: Embracing AI innovation in employee experiences
  • Service satisfaction: Superior experiences, end-user adoption and advocacy
  • Regulatory UK compliance: Ensure adherence, mitigating risks and liabilities effectively
  • Profit improvement: Better margin, swifter payback, expanded business value
  • Empowerment: Engaging knowledge transfer and consistent collaboration
  • Adopt not adapt: Maximising ROI with sustainable, future-ready solutions

Pricing

£250 to £1,950 a unit a day

  • Education pricing available

Service documents

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 mark.sweeny@de-novo-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

2 4 8 8 8 0 1 2 4 8 9 2 4 7 6

Contact

DE NOVO SOLUTIONS Mark Sweeny
Telephone: 01633 492 042
Email: mark.sweeny@de-novo-solutions.com

Planning

Planning service
Yes
How the planning service works
De Novo is a distinguished and award-winning public sector expert digital transformation team brings their talent and pioneering thinking to the ServiceNow arena. Our organisation is the perfect partner for your UK public sector organisation to plan and execute your ServiceNow Employee Experiences / HR Servide Delivery transformation journey. Bringing invaluable insights and a track record of success to every project means we help clients adopt the standard ServiceNow functional capabilities not spending time and money adapting them.

Clients in the UK public sector benefit from our comprehensive approach to implementation, beginning with meticulous planning and risk assessment to ensure alignment with organisational objectives. Our adept team, well-versed in digital transformation alongside the UK’s regulatory nuances, will guide clients at every stage of the process, from initial strategy to post-implementation support.

Prioritising success, fostering collaboration and transparency, means clients are at the centre of every decision. Proactively managing risk, we will mitigate potential obstacles to guarantee on-time and on-budget delivery. de Novo Solutions expertise with ServiceNow extends beyond implementation; through data migration, training, and ongoing support, ensuring maximum ROI and sustainable long-term success. Our proven methodologies and approach to satisfaction ensures organisation’s ServiceNow investments is delivered with precision and accuracy.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • ServiceNow Complete Suite Employee Experience, HR Service Delivery
  • ServiceNow Integrated Risk Management, Resilience, Policy and Compliance
  • ServiceNow Creator Workflows and ServiceNow Platform
  • ServiceNow Strategic Portfolio and Applications Management
  • ServiceNow Platform, Generative AI, Artificial Intelligence, Application Development
  • ServiceNow Employee Centre Pro and HR Service Delivery
  • ServiceNow Employee Growth and Development
  • ServiceNow Workplace Service Delivery
  • ServiceNow Legal Service Delivery
  • ServiceNow ESG (Environment Social Governance)

Training

Training service provided
Yes
How the training service works
As a trusted expert ServiceNow consulting for the public sector specialising in both ServiceNow products and platform tools, our UK-based team is committed to providing comprehensive training solutions tailored to the specific needs of our clients.
Through vendor-certified training de Novo Solutions deliver via face-to-face or via virtual sessions, such as MS-Teams or Zoom, we ensure that users receive quality education experiences that facilitate a smooth transition to ServiceNow.
Our training sessions are highly adaptable, ranging from 1:1 sessions for personalised learning to 1:Many group sessions for broader engagement. Additionally, we offer "Train the Trainer" programs to empower designated personnel within the UK public sector body to serve as internal advocates and trainers for their teams.
Education is an important component within the change management and adoption process and our experts contextualise and shape the learning process to reflect the clients ServiceNow configuration.
By focusing on complete and thorough knowledge transfer, we equip clients with the skills and understanding needed to fully leverage the ServiceNow capabilities. This approach fosters user engagement, adoption, and confidence, ultimately driving success and maximising the value of the digital transformation journey for the organisation and its stakeholders.
Training is tied to specific services
Yes
Services the training service works with
  • ServiceNow Complete Suite Employee Experience, Workflow and Analytics
  • ServiceNow Risk Mgmt. and Resilience, Policy and Compliance
  • ServiceNow Creator Workflows and ServiceNow Platform
  • ServiceNow Strategic Portfolio and Applications Management
  • ServiceNow Platform, Generative AI, Artificial Intelligence, Application Development
  • ServiceNow Employee Centre Pro and HR Service Delivery
  • ServiceNow Employee Growth and Development
  • ServiceNow Workplace Service Delivery
  • ServiceNow Legal Service Delivery
  • ServiceNow ESG (Environment Social Governance)

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Being a leading UK public sector expert specialising in multiple aspects of ServiceNow Employee Experience Workflow and ServiceNow Platform our UK-based team is poised to facilitate seamless service and data migration for our clients. With a deep understanding of the intricacies of the public sector and a wealth of experience in digital transformation, we are well-equipped to assist organisations in migrating their data from existing external legacy platforms and other sources into ServiceNow.

Our knowledgeable experts employ proven methodologies to ensure a smooth and effective preparation, validation, transition, minimising disruptions, and maximising data integrity. We begin by conducting a thorough assessment of existing data structures of legacy data sources (cloud and non-cloud) and detailing the requirements, crafting tailored migration strategies that address specific client needs and compliance standards.

Throughout the migration process, our team remains dedicated to client success, providing proactive communication, ongoing support, and rigorous quality assurance measures to guarantee a successful outcome. By leveraging our expertise and proven track record, clients can trust us to navigate the complexities of data migration with precision and efficiency, empowering them to unlock the full potential of ServiceNow for their organisation's growth and success.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • ServiceNow Complete Suite Employee Experience, HR Service Delivery
  • ServiceNow Integrated Risk Management, Resilience, Policy and Compliance
  • ServiceNow Creator Workflows and ServiceNow Platform
  • ServiceNow Strategic Portfolio and Applications Management
  • ServiceNow Platform, Generative AI, Artificial Intelligence, Application Development
  • ServiceNow Employee Centre Pro and HR Service Delivery
  • ServiceNow Employee Growth and Development
  • ServiceNow Workplace Service Delivery
  • ServiceNow Legal Service Delivery
  • ServiceNow ESG (Environment Social Governance)

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
As a leading expert in digital transformation consulting for the public sector and specialising in ServiceNow products and platform tools our UK-based team takes a meticulous approach to quality assurance and testing. We lead the charge in ensuring that our clients in the UK public sector receive a seamless transition to ServiceNow, one that is bug, error, and issue-free, all while adhering to strict timelines and budget constraints.
From the outset we will collaborate with your experts to define roles and responsibilities along with testing acceptance criteria and performance management checkpoints.
Our knowledgeable experts oversee every aspect of the quality assurance process, from system integration testing (SIT) to user acceptance testing (UAT). Through comprehensive testing protocols, we rigorously assess the functionality, performance, and security of the ServiceNow implementation, identifying and resolving any issues promptly to guarantee a flawless user experience.

By entrusting us with quality assurance and testing, clients can have confidence in the reliability and stability of their ServiceNow deployment. Our unwavering commitment to excellence ensures that the transition is not only successful but also delivers tangible benefits to the organisation, paving the way for enhanced efficiency, productivity, and innovation in the UK public sector.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
De Novo Solutions managed support services provide a comprehensive on-going support framework protecting a customers' investment in ServiceNow applications post go-live powered by our ServiceNow customer portal.
Comprehensive support services based upon the clients unique configuration we support day-to-day system activities and issues and schedule the planned ServiceNow updates.
The offering has been designed specifically for ServiceNow applications client and delivers the following services:

• Service Delivery Management
• Service Desk - Access support via telephone, web portal, and email
• Fix-on-fail & SR Management - Investigation and resolution of any unexpected failures and liaison with ServiceNow as the vendor as required
• How To’s - Any question in relation to the use of the in-scope modules
• Change Requests - Changes and enhancements to the solution such as integrations, reports, and additional configuration
• Training - Formal training or ad-hoc knowledge transfer sessions
• Upgrade Planning - Proactive planning and preparation for upgrades including arrangements with software vendor on preferred outages, patch timings, and environments
• Regression Testing - Regression testing following product upgrades or major patches
• Release Management - Deployment of fixes into staging areas and management of approval and release into Live

Service scope

Service constraints
De Novo Solutions provides expert Managed Support Services for UK public sector organisations spanning support and guidance.
All front-line assistance to our clients is only undertaken by HM Government security cleared UK nationals based at our UK office locations or from their remote home working locations in accordance with ISO27001 for Information Security and Management Systems.
All support is undertaken virtually, using a combination of our ServiceNow powered CSM platform and the appropriate video and tele-conferencing platforms.
Beyond these statements de Novo Solutions can confirm there are no constraints or limitations that might affect a UK public sector body

User support

Email or online ticketing support
Email or online ticketing
Support response times
De Novo Solutions standard Service Level Agreement for Manged Service and Support states that assistance will be available during the following periods. Provision of services outside service hours will be agreed in advance.
Service Hours (System Users)
08:00 - 18:00 Monday to Friday excluding UK Bank Holidays
Operational Hours (System)
24/7/365 (except planned maintenance)
Service Hours (System Users)
As a general rule system users will be using ServiceNow within the hours mentioned above. In
the event of a critical issue / Sev1 staff will continue to work until the issue is fully resolved.
Operational Hours (System)
24/7/365 (except planned maintenance
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
De Novo Solutions Service Level Agreement states any outside service hours must be agreed in advance. A commercial agreement will detail the costs. Certified functional and technical support competences are provided, alongside a designated relationship lead.
Service Hours (Users)
08:00 - 18:00 Weekdays excluding UK Bank Holidays
Operational Hours (System)
24/7/365 (except planned maintenance)
Service Hours (Users)
As a general rule users will work within the hours mentioned. A critical issue / Sev1 means continuance of work until the issue is fully resolved.
Operational Hours (System)
24/7/365 (except planned maintenance)
Severity 1: Critical
Causing complete loss of service in production level environment. No known or acceptable workaround(s) available, and work cannot reasonably continue. Response 30 mins
Severity 2: High
Causing severe loss of service in a production level environment. Maybe viable workaround(s) available. Some work can continue despite the presence of the issue. Response 2 Business Hours
Severity 3: Medium
Causing minimal loss of service to a production level environment. An acceptable workaround for the problem which has almost no effect on the work being performed. Response 4 Business Hours
Severity 4: Low
Issue or request where no loss or degradation of service is being experienced. Response 8 Business Hours

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Oracle Corporation and ServiceNow

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
PJR - Perry Johnson Registrars
ISO/IEC 27001 accreditation date
24/05/2024
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Social Value

Social Value

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

Fighting climate change

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
Fighting climate change - Effective stewardship of the environment. By: de Novo Solutions operating in environmentally responsible managed offices and encouraging ethical business practices and behaviours
de Novo is committed to achieving Net Zero emissions at the latest by 2050. We acknowledge that reducing our Greenhouse Gas (GHG) emissions brings significant benefits for us, our clients, suppliers, and the wider community.
Our Carbon Reduction Plan (CRP) will include our baseline year information (2023), setting clear targets for reducing GHG emissions over key timeframes and our planned actions to achieve Carbon Net Zero by 2050 at the latest.
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy and our Net Zero Environmental obligations directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve Carbon Net Zero to benefits us all – today and tomorrow.

Covid-19 recovery

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
COVID-19 recovery - Helping local communities to manage and recover from the impacts of the pandemic. By: de novo Solutions volunteering our business services and leadership advice in the local area to businesses impacted by the pandemic
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Tackling economic inequality

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
Tackling economic inequality - Creating new businesses, jobs and skills, and increasing supply chain resilience and capacity. By: de novo Solutions creating employment openings that are available across our office locations helping create prosperity and opportunity for all.
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Equal opportunity

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
Equal opportunity - Reducing the disability employment gap and tackling workforce inequality. By: de Novo Solutions offering opportunities to work experience students, graduates, apprentices, experienced professionals, and military service leavers – creating an additional 50 local (Newport, Wales) jobs by 2029 for young people, or those coming from HM Forces service
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Wellbeing

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
Wellbeing - Improving health, wellbeing and community integration. By: de Novo Solutions encouraging a positive work life balance, supporting local community activities and employee volunteering participation. Our approach moving forward will be to support local business and growing the local economy. de Novo Solutions will continue to promote equity, empathy, sustainability; foster inclusivity, justice, and kindness; at-all-times ensuring de Novo Solutions is an advocate for positive change.
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Pricing

Price
£250 to £1,950 a unit a day
Discount for educational organisations
Yes

Service documents

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 mark.sweeny@de-novo-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.