APEX SYSTEMS GLOBAL LIMITED

ServiceNow Solutions as a Service and ServiceNow Licensing

Apex Global offers ServiceNow implementation and application development, bolstered by advisory, design and training services. Our ServiceNow implementation and application development services encompass consulting and development strategy, led by certified ServiceNow consultants and architects. We adhere to the ServiceNow Implementation Methodology for consistent outstanding service delivery.

Features

• ServiceNow Implementation for ITSM, CSM, ITOM, HRSD, SPM, GRC/IRM, SAM/HAM
• Custom Application Development
• Advisory and Business Change Services
• ServiceNow Managed Support Service
• Expert UI/UX Design Services
• Cloud Hosting Services
• Remote Services
• Training and Enablement
• ServiceNow Integrations
• ServiceNow and Agile Implementation Methodology

Benefits

• Award winning services for Public Sector Organizations
• Elite ServiceNow Partner with high CSAT score
• Extensive platform experience with 1,500 successful projects
• Certified ServiceNow Consultants across all ServiceNow workflows
• Follow ServiceNow best practice now create methodology
• Flexible resourcing model options
• Authorized ServiceNow training partner
• UX/UI design specialists and Application development solving complex use cases
• Process Optimization advisory services
• Change enablement to ensure adoption and value realization

£650 to £1,500 a user a day

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 gabrown@apexsystems.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

252930246996644

Contact

Gabriele Brown
44 121 368 6949
gabrown@apexsystems.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No constraints.
• System requirements: Web browser - Chrome, Firefox, Edge, Safari

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: In line with our SLAs i.e. from 30 minutes to 1 day depending on priority.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: ServiceNow has undergone extensive accessibility testing.
• Onsite support: Yes, at extra cost
• Support levels: Please see service description.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Apex's GlideFast division can provide organizations certified ServiceNow training on the specific modules purchased, to enable users and System Administrators to use ServiceNow, which can take form of classroom training, knowledge transfer, and user documentation.
• Service documentation: Yes
• Documentation formats: 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: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences between the mobile and desktop service.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: How can users set up the services?; How can users make changes? ; What are the limitations?; REST, SOAP and other interfaces available.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ServiceNow recommended the tool is customised to meet your business needs using a certified ServiceNow partner.

Scaling

• Independence of resources: The ServiceNow Cloud is deployed on an advanced, multi-instance architecture that provides separate application nodes and database processes for each customer. This means there is no co-mingling of customer data in a shared database that would exists in a multi-tenant architecture. ServiceNow deploy instances on a per-customer basis, allowing the multi-instance cloud to scale horizontally to meet each customer’s performance needs.

Analytics

• Service usage metrics: Yes
• Metrics types: The ServiceNow System Usage modules track usage for ServiceNow applications and ServiceNow Store apps.; The usage analytics process collects data and updates the reports in the ServiceNow Usage Overview and ServiceNow Store Usage Overview modules. Application usage data is collected whenever an application is opened and counts on tables are collected daily. Data is collected on:; -Number of active users in the system; -Hardware CIs discovered (for instances that use ServiceNow Discovery); -Number of ServiceNow Cloud Management Service Catalog items available to users in instances that use Cloud Management; -Admin users can view Usage Overview and Store Usage Overview reports.

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
• User control over data storage and processing locations: Yes
• 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 upon customer request.; -Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. Customer provides the keys for this 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 encryption capability is only available by purchasing dedicated ServiceNow hardware at additional cost. This delivers “at-rest” protection only and is focused solely on preventing data exposure through the loss or 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: Data extraction can be performed directly from the user interface, or via a scheduled export.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • HTMl
  • XML
  • REST
  • SOAP
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS
  • HTMl
  • Word

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. 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.; ; 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: Lloyd's Register Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: 01/01/2018
• What the ISO/IEC 27001 doesn’t cover: The only exclusion to the scope is the physical datacenter environment as these are covered by the datacenter providers' own ISO certifications.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: These attestations can be shared under NDA.
• 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 it contains information only able to be shared under NDA protection.; 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 to the cost in running this audit process. These attestations can be shared under NDA.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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: What is our reporting structure and how do we ensure policies are followed?; 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: ServiceNow's Infrastructure stack is customized at each layer to specifically support the only application residing in the ServiceNow private cloud. With the small footprint of technology required and the limited ports and services enabled, many system and security patches published do not apply to the private cloud's systems. Each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. If a patch needs to be deployed, the process follows 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.
• 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's documented Security Incident Response policy, process and workflow 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

• Social Value:

  Social Value

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

  Fighting climate change

  Apex Global is committed to integrating the ‘Fighting Climate Change’ theme into our engagements through how we run projects, how we work in partnership with others and how we think about the future direction of Apex. We are invested in creating long-term partnerships with clients and consultants that strengthen communities, help tackle social challenges, and solve complex problems. We encourage employees to explore their passions, business skills, and expertise to make meaningful contributions to the world around them. Our overarching social value guidance is dictated by our ultimate parent company ASGN, Inc.; ASGN is committed to reducing its impact on the environment by actively engaging in resource conservation and efficiency, carbon emissions reduction and pollution prevention. We strive to improve our environmental performance over time and commit to incorporating leading environmental practices into our business strategy and operations and fostering environmental responsibility among our internal and external stakeholders. ; ASGN is working to reduce our carbon emissions by 55 percent per internal employee from our 2019 baseline by 2030. Our carbon emission reduction plan is focused on renewables, waste reduction, low-carbon transportation choices, and fostering a sustainable supply chain. We look forward to continuing our path toward a more responsible, ethical, and sustainable future.; Further information available upon request.

  Covid-19 recovery

  Apex Global is committed to integrating the ‘COVID-19 Recovery’ theme into our engagements through how we run projects, how we work in partnership with others and how we think about the future direction of Apex. We are invested in creating long-term partnerships with clients and consultants that strengthen communities, help tackle social challenges, and solve complex problems. We encourage employees to explore their passions, business skills, and expertise to make meaningful contributions to the world around them. Our overarching social value guidance is dictated by our ultimate parent company ASGN, Inc.; Although we will continue to allow our employees to work from home for the foreseeable future given that we were able to maintain high productivity levels throughout the COVID-19 period, now that we are emerging from the pandemic, it is likely at least a substantial subset of people will begin choosing to return to the office on a part-time basis. In-person meetings and interactive workshops will inevitably return to some degree as well. To ensure the return to office has a lighter carbon footprint, we have developed an employee commute reduction program and business travel guidelines.; We offer an employee commute program which includes the implementation of an employee commute survey, incentives to take public transportation, active transportation, and carpool. Further, our Environmental Management Policy also prioritizes office buildings with electric vehicle (EV) parking and charging stations and secure bicycle parking and showers. The Responsible Business Travel Guidelines will encourage prioritizing virtual meetings to reduce travel when feasible, taking trains instead of planes, when possible (lower carbon footprint), prioritizing EV or hybrid rental cars, eco-friendly airlines, and green-certified hotels. We will also standardize the tracking of our business travel with the goal of setting a measurable target for reducing our transportation-related emissions going forward.; Further information available upon request.

  Tackling economic inequality

  Apex Global is committed to integrating the ‘Tackling Economic Inequality’ theme into our engagements through how we run projects, how we work in partnership with others and how we think about the future direction of Apex. We are invested in creating long-term partnerships with clients and consultants that strengthen communities, help tackle social challenges, and solve complex problems. We encourage employees to explore their passions, business skills, and expertise to make meaningful contributions to the world around them. Our overarching social value guidance is dictated by our ultimate parent company ASGN, Inc.; ASGN is committed to continually supporting, promoting, and increasing diversity, equity and inclusion (“DEI”), including within our supplier network. We have established procedures for promoting subcontracting opportunities for the following types of certified diverse businesses: minority-owned business enterprises (MOB), including BIPOC (Black, Indigenous, People of Color) and LGBTQ+; Historically Underutilized Business Zones (HUBZone) small businesses; small disadvantaged businesses (SDB), including Alaska Native Corporations (ANCs) and other Native American tribe-owned firms; women-owned small businesses and women business enterprises (WOSB/WBE); veteran-owned small businesses (VOSB); and disability-owned businesses (DOBE) (collectively, “CDB Suppliers”). ; Specifically, ASGN is committed to achieving and maintaining 50% or more of total Diverse Supplier Spend with Subcontractor placements. Diverse Supplier Spend is defined as payment for services provided by CDB Suppliers.; Further information available upon request.

  Equal opportunity

  Apex Global is committed to integrating the ‘Equal Opportunity’ theme into our engagements through how we run projects, how we work in partnership with others and how we think about the future direction of Apex. We are invested in creating long-term partnerships with clients and consultants that strengthen communities, help tackle social challenges, and solve complex problems. We encourage employees to explore their passions, business skills, and expertise to make meaningful contributions to the world around them. Our overarching social value guidance is dictated by our ultimate parent company ASGN, Inc.; Apex Global is committed to a diverse, inclusive, and equitable workplace where all Board members, leadership, employees, candidates, clients and suppliers feel respected and valued regardless of gender, age, race, ethnicity, national origin, sexual orientation or identity, disability, religion, or any other bias. ; We committed to achieving 40 percent diversity in senior management positions by 2025. We accomplished this goal as of year-end 2022 ahead of schedule, and we strive to continue improving our workplace inclusion and employee engagement efforts. ASGN’s vision is to continue building and fostering our inclusive culture to deliver a positive impact for all our stakeholders.; In addition, ASGN pledges to promote DEI company-wide by engaging in the following actions; we have and will continue to review ways in which we can foster DEI within our Board and leadership positions; we maintain a system to promote DEI awareness and address biases during our recruiting, hiring, evaluating, onboarding and training processes; we use our influence and resources to support initiatives that promote DEI and challenge any inequitable and oppressive systems and policies throughout the company; we strive to support an environment where each and every employee thrives personally and professionally.; Further information available upon request.

  Wellbeing

  Apex Global is committed to integrating the ‘Wellbeing’ theme into our engagements through how we run projects, how we work in partnership with others and how we think about the future direction of Apex. We are invested in creating long-term partnerships with clients and consultants that strengthen communities, help tackle social challenges, and solve complex problems. We encourage employees to explore their passions, business skills, and expertise to make meaningful contributions to the world around them. Our overarching social value guidance is dictated by our ultimate parent company ASGN, Inc.; ASGN understands that taking care of our employees’ health is an expression of our values, essential to our business, and a vital aspect of building a happier workplace. Therefore, we want our employees to have access to wellness resources and the ability to tailor personalized wellness plans. Through our employee wellness programming, we aspire to help our employees reduce stress, improve their physical health and stamina, and flourish mentally and emotionally. We also undertake Workplace Health and Safety measures, including those to prevent occupational accidents.; To curate this sense of wellbeing, ASGN provides a comprehensive menu of health benefits to ensure we make life better for our employees and their families, including medical and mental health coverage and dental and vision plans; short- and long-term disability; life and accident insurance; health savings accounts and flexible spending accounts and savings plans. ASGN also offers certain consultants and their dependents access to various benefit options, including medical, dental and vision plans, life insurance, and accident coverage.; Further, we believe mental health is just as important as physical health. To further support the mental health of our employees, ASGN provides a variety of mental health resources, including stress management courses and Employee Assistance Programs (EAPs). ; Further information available upon request.

Pricing

• Price: £650 to £1,500 a user a day
• Discount for educational organisations: No
• 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 gabrown@apexsystems.com. Tell them what format you need. It will help if you say what assistive technology you use.