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  1. Digital Marketplace
  2. Lot 3: Cloud support
  3. ServiceNow Design, Development and Support Services
Leidos Innovations UK Limited

ServiceNow Design, Development and Support Services

Provision of innovative implementation and support services for the ServiceNow platform. Includes bespoke application development, platform implementations and customisations, maintenance and support. Proven design and implementation processes accelerate your digital. Leidos is a member of the ServiceNow Specialist Tier and is a ServiceNow Reseller and Managed Service Provider.

Features

  • Large scale, enterprise ServiceNow IT Service Management (ITSM) transformations
  • Compliant with ITIL Framework polices and processes
  • Cloud orchestration and management through ServiceNow
  • Rapid ServiceNow delivery based on proven processes and deployment methodologies
  • Provision of ServiceNow Managed Services and Support
  • Custom application development

Benefits

  • Increase ROI using ServiceNow functionality supported by bespoke application development/integration
  • Faster time to value through mature delivery and deployment processes
  • Assured quality using internal standards aligned with ServiceNow best practices
  • Security-cleared ServiceNow certified consultants deliver reduced time to delivery

Pricing

£408 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 publicsector@uk.leidos.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

3 1 0 1 6 1 6 7 8 4 2 2 2 9 9

Contact

Leidos Innovations UK Limited Kyle Copeland
Telephone: +44 (0) 333 6000 200
Email: publicsector@uk.leidos.com

Planning

Planning service
Yes
How the planning service works
Leidos has a comprehensive suite of offerings available through the GCloud framework to help buyers at every stage of their Cloud adoption and Digital Transformation journey. From assessment of Cloud readiness, through architecture and design to implementation and support Leidos has the experience and track record to support customers achieve their business goals and aspirations through embracing Cloud and Digital.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
Leidos develop training and knowledge transfer programmes to support the initialisation of the service and onward migration of service components into the operational model

Training methods include:

Training on-site one-to-one coaching, group training sessions, train the trainer, multimedia tutorials, training documentation and video conference training sessions.

Knowledge transfer directly to in-house staff and/or other suppliers as part of the day-to-day operations with Leidos service teams.

Creation of a Knowledge Repository a shared area for storing relevant collateral, work instructions, how-to’s, templates and case studies that support operational delivery.
Training is tied to specific services
Yes
Services the training service works with
  • Training on-site/off-site
  • One-to-one coaching
  • Group training sessions
  • Multimedia tutorials
  • Video conference training sessions
  • Knowledge transfer directly to in-house staff/suppliers
  • Creation of Knowledge Repository/shared area
  • Development of collateral/work instructions/case studies
  • Train the trainer

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Leidos provide a comprehensive set-up and migration service to support transition to business application support solutions. Leidos follow a proven multi-stage migration path with full operational engagement to ensure secure and managed migration from legacy to new.

Leidos recognise the need to migrate with minimal disruption to operational services and reduce the risk of impacting live services through structured planning, test and execution.

Leidos works to embed the new ways of working within the organisation to ensure long-term user adoption, something which is key to any successful migration and provides the basis for further development and avoiding regression to previous, outdated practices.

Leidos have years of experience in supporting clients across the globe to conduct migrations from complex legacy estates into cloud-based environments. We understand the complexities of moving from a traditional IT environment towards multi component cloud business applications.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Leidos can support customer accreditations for IT standards such as ISO/IEC 20000, additionally demonstrate alignment to ITIL or COBIT process reference models.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
Other security services
  • Vulnerability assessments
  • Penetration testing
  • Application penetration testing
  • Simulated phishing attacks
  • Security consultancy
  • Risk assessments
  • Incident response
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Tigerscheme
  • Other
Other security testing certifications
  • PCI
  • OWASP
  • OSCP
  • SANS
  • CEH
  • CISSP
  • DSS

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Our Cloud hosting experts work collaboratively with customers to ensure that their Cloud estate meets their business requirements in terms of scalability, availability, security and cost effectiveness. We are technology agnostic and help the customer select the best Cloud hosting options (IaaS, PaaS, SaaS) from AWS, Azure and UKCloud.

Service scope

Service constraints
Leidos provides both onsite and remote analysis, consultancy services as well as professional design, architecture, implementation and support.

We offer a flexible and negotiable service of 1st, 2nd and 3rd line support, using either blended teams partnering with customer capabilities or dedicated resources and facilities. The terms and conditions of this service will be mutually agreed with the customer.

User support

Email or online ticketing support
Email or online ticketing
Support response times
This depends on SLAs and the agreed requirements with our customers.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
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
None or don’t know
How the web chat support is accessible
Web chat is available via existing service management tools and self service portal.  This is a bespoke feature which is designed to meet customers requirements.
Web chat accessibility testing
No specific testing has been conducted by Leidos
Support levels
Service Levels and KPIs are developed to focus the Leidos team on realising the right outcomes according to the business priorities and drivers.
Our support services are tailored to the requirements of the customer and Service Levels are designed to meet the customers’ requirements. The cost of support depends on a combination of the support scope, the service levels required and the hours of service. Each support arrangement is customised to the complexity, and criticality of the services being managed and supported. It is also dependent on the underlying SLAs of the hosting platform provided by our partner.

Leidos can provide a Service Delivery Manager Capability as well as contacts and process for both technical and service related escalations. Leidos believes in Continual Service Improvement and agrees a process with customers as to how this activity is conducted to ensure mutual benefit.

Examples of the support arrangements Leidos currently provides are as follows:
• Business hours support (Monday to Friday, 8:30am to 6:00pm);
• Extended business hours support (Monday to Friday 0800 – 2000);
• Core hours support (Monday to Sunday, 8:30am to 6:00pm);
• 24/7 support (365 days per year, 24 hours per day).

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
12/11/2021
What the ISO/IEC 27001 doesn’t cover
Accreditation is granted during delivery, aligned to the users' business requirements, as it is provided on an application/service by application/service basis; the date provided above is an example of one of those ISO27001 accreditations we received for a specific customer.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
ISO 20000-1

Social Value

Fighting climate change

Fighting climate change

For Leidos, a fundamental element of our philosophy towards meeting Corporate Social Responsibility (CSR) and Ethical Business commitments, is the approach we take towards safeguarding the environment and the measures we implement to incorporate sustainability within our business activities. We are committed to building and shaping sustainable solutions to minimise emissions, pledging to become Carbon-Neutral by 2030 and to reach Net-Zero by 2040, 10 years ahead of the UK Government’s Net-Zero target. As stewards of the environment, we seek to advance environmental sustainability by preserving natural resources, reducing emissions and limiting waste. To achieve this, we will:
• Reduce 15% of our relative energy consumption at our UK sites by 2025;
• Reduce 40% of our general commuting and business travel emissions by 2025;
• Procure 80% of our electricity through renewable contracts by 2030;
• Offset any remaining emissions after 2030 by researching options and strategies to fulfil our promise.
We work with our customers to reduce emissions and climate change through direct working practices and develop solutions to support these aims. We believe the greatest contribution Leidos makes to environmental stewardship comes from the work we do for our customers, and we would welcome the opportunity to work together to achieve our joint ambitions.
Covid-19 recovery

Covid-19 recovery

Leidos seeks to help local communities and charities affected by COVID-19 by creating roles for new employment, re-training and other return-to-work opportunities. We recognise that charities and local communities are still recovering from the pandemic. In 2021, as part of the ‘Move the Needle’ Initiative, Leidos UK received $100,000 from our US parent company to donate to charitable causes. These were allocated to organisations that our employees regularly volunteer in their local communities. Our CSR activities enable employees to log their hours in a volunteering portal.
We also recognise that the under 30s demographic in particular have been adversely affected by the pandemic. Leidos creates opportunities for new employment and retraining for young people with our partners, like futureproof, and through funding their studies with the Digital Start Fund. In addition, we know working 9 to 5 does not suit everyone – Our flexible working patterns help build a culture and leadership style focused on seeing and connecting with each person in their entirety: their life situation, potential contributions, and unique capabilities. Our Leidos Life programme is a direct response to the pandemic, we enhanced our existing flexible working policies to empower our employees by promoting a dynamic and modern approach to how, when and where they work, making the workplace accessible to everyone. This recognises the unprecedented challenges presented by the pandemic.
Tackling economic inequality

Tackling economic inequality

As one of the first organisations in the world to gain the ISO44001 certification for collaboration across the supply chain ecosystem, Leidos is committed to tackling economic inequality through collaboration. We use identify areas of economic inequality to work on through our Gender Pay Gap report, signatory status’ on the Tech Talent Charter and Race at Work charter and through outside perspectives, such as Inclusive Employers, to identify areas of economic inequality and inform our approach to improvements.
We have implemented multiple initiatives to reduce the disability employment gap, such as annually funding scholarships for disabled veterans with the Open University or holding workshops with our Employee Resource Groups on topics like ‘Autism Awareness in the Workplace’. At Leidos, every ‘all hands’ employee call at Leidos has a British Sign Language translator; providing equal access to senior leadership communications, business information and updates, and we currently offer sign language classes to every employee.
Leidos also aims to support those from disadvantaged or minority groups with in-work progression with mentoring and our e-learning academy. Our external mentoring programme with organisations like futureproof enable us to role model diverse workplaces and share learnt experiences with those early in career from diverse backgrounds themselves. We have also introduced diverse hiring practices, including unconscious bias training, diverse panel interviewing and gender neutral language in all job adverts to ensure equal opportunities for all.
Equal opportunity

Equal opportunity

Leidos has created a diverse and inclusive workplace where every colleague has the opportunity to contribute, share their unique ideas and talents, and be supported in their career. Two of our Leidos Values, ‘Inclusion’ and ‘Collaboration’ underpin everything we do, from initial recruitment through training, development, engagement, leadership and day-to-day business activities. We are constantly learning and updating our Inclusion and Collaboration efforts with specific initiatives relevant to tackling workforce inequality. Our culture is one of openness and transparency, reinforced by our 7 Employee Resource Groups which provide platforms for key discussions and raise awareness of important issues, such as ‘positive action versus positive discrimination’ and ‘menopause in the workplace’. Leidos empowers and challenges everyone to passionately and continuously seek, share, and apply new knowledge, skills, and behaviours. We believe our employees are the best curators of their careers so Leidos offers a diverse menu of learning and development options for employees to choose to grow their careers in the way that make sense for them. We support all of our employees with team check-ins to training to 1-to-1s and mentoring.
Wellbeing

Wellbeing

Leidos believes in ensuring that our employees can access the tools needed to develop their careers and empower you to create the right work-life balance. Leidos Life is our renewed commitment to a culture that puts our employees’ careers, flexibility, and wellbeing first. We know employees can bring their best when they feel their best. Employees who are holistically well – mentally healthy, financially solvent, and physically fit – are better able to engage fully and find their life and work more satisfying, improving employee retention and keeping people in work. Leidos offers a supportive environment with an active Health & Wellbeing Employee Resource Group that engages employees and directs them to helpful resources, such as our Employee Assistance programme, workshops, webinars and ‘e-zines’, to help build their best selves. We have dedicated manager trainings available for key health and wellbeing topics like managing stress, menopause in the workplace, mindfulness practises. Our resources are also available to our subcontractors. Furthermore, our staff routinely volunteer their time and skills to supporting the wellbeing of the communities in which we live and work, either by working with charities or volunteering at their local schools and colleges as STEM ambassadors.

Pricing

Price
£408 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 publicsector@uk.leidos.com. Tell them what format you need. It will help if you say what assistive technology you use.