NTT DATA Business Solutions (UK) Limited

NTT DATA Business Solutions - ServiceNow Cloud Implementation Services

NTT Data ServiceNow Implementation Services to assist customers with planning, designing, integrating and deploying their ServiceNow platform, ensuring they maximise their current or future investment and leverage the power of the Now platform across their Technology, Digital, Employee, Industry and Creator Workflows.

Features

• ServiceNow Advisory and Strategy
• ServiceNow Implementation
• ServiceNow Ongoing Support and Enhancement
• ServiceNow Expertise
• ServiceNow Roadmap
• ServiceNow Design & Definition
• ServiceNow Managed Services
• Technology Workflows Process Maturity
• Advanced ITOM Architecture and Best Practice Design

Benefits

• Maximise Business Outcomes and ROI from ServiceNow Platform
• Existing ServiceNow Platform Optimisation
• Advanced Adoption of Digital and IT Operations Best Practice
• Implementation and Best Practice ITSM and ITOM Accelerators

£290 a unit a day

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 philip.newman@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

294020661706015

Contact

Philip Newman
07554555951
philip.newman@nttdata.com

Planning

• Planning service: Yes
• How the planning service works: Whether you are looking to advance the outcomes from your current ServiceNow platform, enhance your Service Operations, or extend the power of the ServiceNow platform into other areas of business operations – our deep ServiceNow experience working with some of the world’s most digitally dependent businesses makes NTT DATA Business Solutions the ideal partner to choose as your ServiceNow advisory services providers. Our best practice methodologies, deep understanding of best practice models for advanced operational areas such as ITOM/ITSM, and our ability to build roadmaps that turn into actionable programs of work that can make your ServiceNow platform one of the most valuable digital operations platforms in your business.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Each project, and potentially each ServiceNow environment, may require different forms or approaches to training, ranging from the needs of the project team through to those of end users. We confirm and agree the most suitable approaches with a customer during the early phases of a project. ; ; NTT DATA Business Solutions offer a full range of training and adoption services for our customers on ServiceNow applications. ; ; Our training services are specific to ServiceNow training and education and cover the full range of ServiceNow workflows.
• Training is tied to specific services: Yes
• Services the training service works with: ServiceNow

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our expertise in the ServiceNow platform enables customers to adopt the ServiceNow platform leveraging existing and optimising processes or data from their current ITSM/ITOM platforms to their new ServiceNow platform and operating environment.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: ServiceNow

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: NTT DATA Business Solutions are able to offer a full range of Quality Assurance and Testing support as they deploy their ServiceNow platform environment. ; ; Test services we provide include: ; ; Test Management ; ; Test Script authoring ; ; Test Execution (Unit Testing, System Integration Testing (SIT), User Acceptance Testing (UAT) support ; ; Regression Testing ; ; Test team augmentation ; ; Quality Assurance & Testing form a core part of our delivery methodology. During the Prepare Phase of any project, a test strategy and plan is prepared setting out the agreed objectives and overall approach for testing. NTT DATA Business Solutions will support the customer in identifying appropriate test scripts designed to test outcomes at relevant stages in the project.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: NTT DATA Business Solutions offers a highly flexible and easy to consume ServiceNow support model. Our extensive ServiceNow capability, global operations and our open access to a vast pool of dedicated ServiceNow support resources across all ServiceNow Service Operations solutions provides the ability to flex from the lightest of touches in steady state operations through to full managed services, and all available up to 24/7/365 if required.

Service scope

• Service constraints: No service constraints. ServiceNow maintenance is handled by the always active architecture of the platform. Upgrades to the platform are twice annually and the customer handles the upgrade process according to their processes internally and time constraints internally. Not dictated by ServiceNow.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Hours: All support tools and materials are available 24-hours a day. The Technical Support team is available 24-hours a day, 7-days a week, including all holidays. ; ; Online support: All resources that comprise the Technical Support ecosystem are available at the Now Support portal. Customers receive user IDs during the implementation process. ; ; Phone support: For information, see our Contact Us web page. ; ; There is an online portal that customers can log into to access and assess the status of their tickets. There is also an online chat bot that can be used to ask questions about the state of their tickets.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• 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: N/A
• Support levels: Our customer support teams for platform incidents use 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.

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 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

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  NTT DATA established the Climate Action Committee (now the Green Action Committee) to lead our climate change initiatives. In October 2021, we created the Green Innovation Office with a focus on advancing green innovation. We are an active steering member of the Green Software Foundation, which is committed to continuous emissions reduction within the ICT industry. ; ; NTT DATA aims to achieve net zero for direct and indirect emissions from its own operations for data centres by 2030, the entire company including offices and other facilities by 2035, and its entire supply chain by 2040, with an immediate aim to reduce GHG across the organisation by 50,000 tons by 2025. ; ; One of these initiatives is our “Work Where It Works” scheme, which gives employees more freedom over their work location. This has reduced the proportion of time our staff spend in office locations which, in turn, has reduced the carbon emissions associated with business travel and employee commuting which are our two biggest contributors to our carbon footprint. ; ; A second initiative we offer is a subsidised electric car scheme and preferential deals on electric vehicles to encourage employees to switch from away from diesel and petrol vehicles to an all-electric vehicle. ; ; We operate our “One Day, One Tree” campaign, where we provide a tree planting donation every quarter, with a seedling planted for each recorded day in UK consulting. Over the last 2 years, we have we donated 101,833 trees to 7 different international projects, ultimately absorbing approx. 2,036 tons of CO2 every year. ; ; We analyse our carbon footprint annually and report our results publicly via the SECR (Streamlined Energy ad Carbon Reporting) and ESOS (Energy Savings Opportunity Scheme). We action any recommendations from the consultancies involved in the audits.

  Covid-19 recovery

  Prior to the pandemic, NTT DATA were already ahead of their competitors in terms of flexible working. Post pandemic, this commitment has been recognised by NTT DATA, and remote/flexible working has become our new norm through our “Work Where It Works” initiative, which ultimately allows all employees more freedom over remote and hybrid working. ; ; During the pandemic, strict Health and Safety protocols were implemented and maintained in all NTT DATA office locations, including regular sanitisation, social distancing measures and access to testing and vaccination information. Whilst these have eased post pandemic, there is still a firm focus on making every NTT DATA office a safe and welcoming place to work. ; ; Our people are at the heart of everything we do, and it was vital, both during and post the pandemic, to find ways to keep employees engaged and connected, even if they are working remotely. NTT DATA host regular formal and informal get-togethers across business units, with each team having their own informal weekly team meeting, and monthly check-ins between employees and line managers to ensure wellbeing. ; ; Furthermore, the pandemic had a significant impact on mental health, which NTT DATA have responded to by providing mental health support, such as mental health first aiders and counselling services to help employees cope with stress and anxiety. ; ; NTT DATA continuously monitor the World Health Organisation for updates and new guidance, and subsequently follow a defined process for implementing and communicating any changes throughout the organisation. The leadership team also take the WHO status into consideration whilst reviewing and adapting business operations based on the current situation and forecasts, and in preparing comprehensive contingency plans that outline steps to be taken in case of future/similar disruptions.

  Tackling economic inequality

  NTT DATA have implemented various practices to promote fair treatment and opportunities for all, helping to tackle economic inequality. ; ; NTT DATA ensure all employees receive not only a competitive salary, but comprehensive benefits which support financial stability, including healthcare, pension schemes and paid leave. ; ; We recognise and value talent and offer clear career development pathways which are accessible to all employees, regardless of their level within the company. To help maximise employee’s potential and improve employability, NTT DATA provide a range of training and further education, including enrolment in one of the top business schools and mandatory CPD hours. We also encourage employees to volunteer their time and skills with organisations tackling economic inequality issues. This fosters social responsibility and connects the company to the needs of the community. ; ; Additionally, in line with our DEI policies, NTT DATA are committed to diversity and inclusion in hiring by reaching out to underrepresented groups, using unbiased recruitment tools (and delivering unconscious bias training), and creating an inclusive workplace culture that values different perspectives. ; ; NTT DATA strive to maintain sustainable business practices and ultimately reduce environmental degradation, which disproportionately affects low-income populations. ; ; This extends to ensuring we operate responsible supply chains, working only with ethical suppliers and partners who adhere to fair labour practices, pay fair wages and provide safe working conditions.

  Equal opportunity

  NTT DATA is an equal opportunity employer and is fully committed to a policy of treating all employees and job applicants equally. ; ; We have a zero-tolerance approach to any form of behaviour which leaves an employee feeling discriminated against, bullied or harassed and we will treat any complaints of this nature seriously. Discrimination, bullying or harassment based on protected characteristics is not tolerated at NTT DATA under any circumstances. ; ; Gender equality and diversity are issues of major importance to NTT DATA, and we believe that DEI is indispensable for the development of our company, and it is clearly stated in the NTT DATA Group Code of Conduct. ; ; Staff diversity is promoted at all levels of the organisation by several measure and activities, including a variety of networks within NTT DATA that were created to promote a safe space for minorities to connect with their peers across the organisation, including: ; ; • Women in Business ; ; • Fathers Network ; ; • LGBTQ+ ; ; • Family & Co ; ; • Dis-/Ability ; ; The Women in Business initiative, as an example, if part of a wider strategy geared at NTT DATA increasing the percentage of positions held by women within the organisation. Currently, this sits at 31.05%, with a view to increase this to 33.33% by 2028. In addition, NTT DATA strive to have women make up no less than 20% of the Global Leadership team within the same period. ; ; In order to achieve this, NTT DATA offer a number of programs to support young women in the workplace, along with flexible working and enhanced family-friendly policies, along with the unwavering commitment to recognise, nurture and promote talent, regardless of age, gender, race, disability and/or sexual orientation.

  Wellbeing

  In 2024, NTT DATA was one of the only 17 organisations to be recognised as a Global Top Employer, for our outstanding People policies and practices worldwide, by Top Employers Institute. ; ; Achieving this award is a testament to the priority NTT DATA put on the wellbeing of our people. ; ; NTT DATA recognise the importance of work/life balance, and in giving employees flexibility, which is reflected in our “Work Where It Works” policy previously referenced, and our “Free Friday” initiative, which sees every employee in NTT DATA eligible for 12 days leave in addition to the standard annual leave entitlement, in the form of one Friday off every month. ; ; NTT DATA also partner with Help@Hand to offer total health and wellbeing support for employees and eligible family members, via their app, which includes: ; ; · 24/7 Helpline & Remote GP ; ; · Mental Health Support ; ; · Physiotherapy ; ; · Financial & Legal Support ; ; · 360 Wellbeing Scoring & Guidance ; ; · 1-2-1 Lifestyle Coaching ; ; · Special offers to support everyday finances ; ; We also have a dedicated fit-solutions team, who are tasked with coordinating virtual and in-person events for all NTT DATA entities, with annual events such as: ; ; · World Health Day ; ; · NDBS Soccer Cup ; ; · International Yoga Day ; ; · World Mental Health Day ; ; NTT DATA recognises that for some, wellbeing is found through charity work, and therefore we foster an environment that supports employees involved in charitable causes, with paid days off for charity work, options to be involved in global/company outreach programs, and of course, support of our own employees fundraising activities.

Pricing

• Price: £290 a unit a day
• Discount for educational organisations: No

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 philip.newman@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.