COMPUTACENTER (UK) LIMITED

Computacenter Resale of ServiceNow IT Support

ServiceNow IT Support provides connected capabilities across ITSM, ITOM, Enterprise Architecture, SPM, Operational Technology, SAM, HAM, and Enterprise Asset Management. The service manages incidents, optimises operations, governs architecture, tracks portfolios, controls assets, and ensures full lifecycle visibility to improve service quality and operational efficiency.

Features

• Centralised incident, request, and problem management through ITSM.
• Real time service visibility using ITOM discovery and monitoring.
• Portfolio and project planning with SPM capabilities.
• Enterprise Architecture modelling to align technology and strategy.
• Operational Technology management for connected devices and systems.
• Software Asset Management for licence tracking and optimisation.
• Asset Management for lifecycle control of physical assets.
• Enterprise Asset Management for tracking all organisational assets.
• Automated workflows to reduce manual operational effort.
• Integrated dashboards providing performance, risk, and resource insights.

Benefits

• Improves incident resolution speed through streamlined ITSM workflows.
• Improves incident resolution speed through streamlined ITSM workflows.
• Improves planning accuracy with connected SPM project insights.
• Reduces architectural complexity through clear Enterprise Architecture modelling.
• Improves operational efficiency across all Operational Technology environments.
• Reduces software spend using accurate SAM licence optimisation
• Improves hardware lifecycle control through consistent HAM processes.
• Reduces asset loss with unified Enterprise Asset Management tracking.
• Reduces asset loss with unified Enterprise Asset Management tracking.
• Reduces business risk through complete visibility of IT operations.

• Education pricing available
• Free trial 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 Government@computacenter.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

258284083529376

Contact

Colin Smith
+44 (0) 7386694023
Government@computacenter.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Enterprise performance management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: ServiceNow requires a supported platform release for all modules.; Discovery of on premise systems needs MID Servers installed.; Integrations depend on stable and accessible external endpoints.; Clean and accurate data required for asset and portfolio processes.; Scheduled maintenance windows may affect planned changes.; Customer testing resources must be available for deployments.; Some advanced features require specific user roles and permissions.; Legacy hardware may limit Operational Technology data collection.; Software recognition quality depends on complete licence information.; Network restrictions may affect monitoring and automation tasks.
• System requirements:
  • Supported ServiceNow release required for all activated IT Support modules.
  • Modern browser needed for full platform access and administration.
  • Stable network connectivity required for real time monitoring.
  • MID Server required for on premise discovery and integrations.
  • API endpoints must allow authenticated communication with ServiceNow.
  • Accurate CMDB data required for ITOM and SPM functions.
  • Accurate CMDB data required for ITOM and SPM functions.
  • Hardware details required for correct HAM and asset tracking.
  • User roles must be assigned for secure platform access.
  • Test environment required for validating changes before production deployment.

User support

• Email or online ticketing support: Yes
• Support response times: Mon - Friday (US CT)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• 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: N/a
• Onsite support: Yes, at extra cost
• Support levels: Incident response SLA (time from incident creation to acceptance for diagnosis):; ; P1 (Critical): 30 minutes – 95%; P2 (High): 60 minutes – 95%; P3 (Medium): 4 hours – 95%; P4 (Low): 8 hours – 95%; The SLA clock runs against contracted support hours and can be paused under certain circumstances such as awaiting customer action or third-party intervention.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Hands-on enterprise on-boarding process delivered by customer experience team
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The company purges or removes customer data containing confidential information from the application environment, in accordance with best practices, when customers leave the service.
• End-of-contract process: Customers are off-boarded by the customer experience team; There are no penalties for leaving provided the contract runs the agreed duration. Month to month contracts are available, but 12 months is normal.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Via the ProsperOps portal and the web site within the trust center

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Can use either native mobile browser or specific mobile app
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: A web based customer console
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: N/A
• API: No
• Customisation available: Yes
• Description of customisation: Users can customise workflows, forms, catalog items, notifications, dashboards, automation rules, and integration points within the ServiceNow platform. They can also tailor access controls, data models, reporting, and business logic to match organisational requirements.; How users can customise; Users customise the service through ServiceNow’s configuration tools, including form designers, workflow editors, Flow Designer, App Engine Studio, dashboard builders, and integration tools. Customers can also adjust system properties, create business rules, and use low‑code tools to update workflows without altering core functionality.; Who can customise; Customisation can be performed by trained system administrators, developers, and platform owners with the appropriate ServiceNow roles and permissions. Governance processes may restrict higher‑risk changes to authorised technical teams or an approved change management workflow.

Scaling

• Independence of resources: ServiceNow runs on a multi‑instance architecture. Each customer receives a separate application stack and database. This isolates performance, data, and processing. One customer cannot affect another.; ServiceNow monitors capacity continuously. It allocates compute, storage, and network resources to each instance independently. ServiceNow also scales resources to keep performance stable.; This approach ensures users are not affected by demand from other organisations

Analytics

• Service usage metrics: Yes
• Metrics types: Savings of cloud usage metrics are displayed within the tool
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

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: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: The company's datastores housing sensitive customer data are encrypted at rest.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: N/A - there's a real-time view of savings generated within the dashboard of the product. No data export is needed.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9
• Approach to resilience: ServiceNow is designed for high availability using a multi‑instance architecture. Each customer runs on an isolated application stack and database, which prevents resource contention and supports independent scaling. ServiceNow’s cloud uses Advanced High Availability (AHA), delivering resilience through redundant infrastructure and paired datacentres.; ServiceNow datacentres are deployed in regional active/active pairs, with all production data stored in both locations and kept in sync using near real‑time database replication. Each datacentre in the pair is capable of running the full production load. If a failure occurs, customer instances fail over to the paired site, restoring service quickly. ; Within each datacentre, ServiceNow uses redundant servers, network devices, and multiple network paths to eliminate single points of failure. Load balancing sits in front of application servers, and proactive failover is regularly exercised as part of normal operations to ensure reliability during real incidents.; This architecture provides resilience at infrastructure, application, and data layers, ensuring continuity even during component failures or planned maintenance activities.
• Outage reporting: ServiceNow allows users to customise their status view on their SN Service Portal and monitor uptime history.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: RBAC controls within the tool
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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
• Information security policies and processes: SOC2
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: N/A
• Vulnerability management type: Undisclosed
• Vulnerability management approach: ServiceNow assesses threats using continuous monitoring, vulnerability scanning, and security best practices to identify risks early. ServiceNow deploys security patches on a scheduled cycle with monthly security updates applied quickly to protect customer instances. ServiceNow sources threat intelligence from industry vulnerability databases and integrated scanners.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: ServiceNow identifies potential compromises by ingesting alerts from SIEM, endpoint security, firewalls, and other security tools, using automated correlation, threat intelligence enrichment, and prioritisation to detect suspicious activity quickly. This is supported by Security Incident Response and Security Operations workflows that centralise monitoring and automate detection.; ServiceNow responds to potential compromises using automated playbooks, enrichment, prioritisation, and coordinated workflows that route incidents to the correct teams. Incidents follow structured processes aligned with NIST, using containment, eradication, and recovery steps defined in the Security Incident Response module.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: ITIL Best Practice
• Post-quantum cryptography secure: No

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A developer instance can be requested at the following link. An account will need to be registered
• Link to free trial: https://developer.servicenow.com/dev.do#!/home

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Monday 28 April 2025
• What the ISO/IEC 27001 doesn’t cover: ISO 27001 is a globally recognized framework designed to protect the confidentiality, integrity, and availability of an organization’s information assets. Rather than focusing solely on IT security, it mandates a Risk Management approach where a business identifies its specific data threats and implements a tailored "Information Security Management System" (ISMS) to mitigate them.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Sunday 9 March 2025
• What the ISO 9001 doesn’t cover: ISO 9001 is the international standard for Quality Management Systems (QMS), focusing on the principle that consistent processes lead to consistent results. For an IT reseller, it is less about the technical "specs" of the gear and more about the reliability of the customer experience.; It mandates a "Plan-Do-Check-Act" (PDCA) cycle, requiring the business to document how it handles everything from sales inquiries and order fulfillment to customer complaints and supplier vetting. By shifting the focus from "fixing mistakes" to preventing them through continuous improvement, ISO 9001 ensures that a client receives the same high level of service every time they order. It serves as a structural guarantee that the business is managed through data-driven decisions and a strong commitment to customer satisfaction, rather than luck or ad-hoc effort.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0d56f53b-8780-41c4-92a0-c7c9e937d0b1
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 7aa420c0-18dd-4cf4-99da-183fce210190
• 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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation 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 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
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • 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
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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
    • Introducing transparency to pay and reward processes
    • 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
    • Other measures to offer development opportunities for the target cohort(s) in 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • 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 Government@computacenter.com. Tell them what format you need. It will help if you say what assistive technology you use.