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Scarce IT

Drawdown (ServiceNow Support)

Drawdown is our Managed Support and ServiceNow Advisory offering, providing service desk, incident management, request fulfilment, thru enhancements and full-scale projects, for minimum agreed spend over 12 months. Free set up, flexible hours, competitive SLA. Single point of contact (Teams call/chat, email). Includes strategic partnering, roadmap support, upgrade assistance.

Features

  • Colleague IT Services (ITSM)
  • Colleague HR Services (HRSD)
  • Customer Services (CSM)
  • Risk Management (IRM)
  • Innovation and Strategic Portfolio Management (SPM)
  • IT Asset Management (SAM, HAM)
  • IT Operations - Monitoring, Event, Service Mapping, CMDB (ITOM)
  • Governance, Risk & Compliance (GRC)
  • Security Operations (SecOps)
  • Field Services Management (FSM)

Benefits

  • Facilitate digital transformation, modernise your culture, stay relevant, retain talent
  • Reduce software TCO by consolidating toolsets and eliminating legacy tech-sprawl
  • Single-pane-of-glass, true real-time IT visibility for C-Suite, Managers & Operators
  • Optimise ways of working enterprise wide with class-leading best-in-class applications
  • De-risk your IT with ServiceNow’s always-on, highly secure/available, cloud-based platform
  • Reduce headcount by simplifying and consolidating your IT support
  • Guarantee IT compatibility, fully integrated applications through one database schema
  • Future-proof your business with ServiceNow’s ever-improving twice-yearly (FREE) family releases
  • Drive consistency with ServiceNow’s in-built industry-leading best-practice automated playbooks
  • Improve NPS, innovate faster & risk-free, reduce costs, retain talent

Pricing

£675 to £975 a unit a day

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 sales@scarce-it.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

3 3 7 3 7 0 9 0 7 8 7 3 5 1 0

Contact

Scarce IT Sales
Telephone: 0161 207 2272
Email: sales@scarce-it.com

Service scope

Service constraints
No
System requirements
None (runs in the cloud)

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Note, this is an implementation service, however support services are available. Please see our ServiceNow support service for details.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
ServiceNow hosts a web chat facility. We also create a dedicated Microsoft Teams channel for each customer.
Onsite support
Yes, at extra cost
Support levels
Adoption services are normally remote based consultancy (on-site possible if essential) and are delivered as part of an implementation project for ServiceNow. Support during implementation is available during normal UK business hours. ServiceNow provide a customer support service, details of which can be provided by ServiceNow. Should you purchase our support service, you can engage with Scarce via phone, email and Teams during UK Core Hours, we will respond and resolve incidents to a competitive SLA.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
As part of your onboarding of ServiceNow we provide best practice guidance, technical set-up, OOB process demonstrations and guidance, functional training, OCM, implementation support, hyper-care and post-implementation support.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Assuming this question relates to data stored in ServiceNow, ServiceNow provide a means for extracting data at contract end, and will securely wipe your data after a prescribed period.
End-of-contract process
Response assumes the question relates to our contract to implement ServiceNow for your business. At the end of the project, you will be up and running on ServiceNow. Your support teams will have been readied and will have all the documentation (in the form of ServiceNow knowledge articles, word documents, etc) and knowledge necessary to maintain ServiceNow.

Using the service

Web browser interface
Yes
Using the web interface
ServiceNow provides/hosts a number of UIs which we help configure for your business.
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
ServiceNow hosts.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
ServiceNow provides every customer with a set of dedicated environments it calls 'instances'. Each instance contains only your data and is accessible only by your users.
Usage notifications
No

Analytics

Infrastructure or application metrics
No

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
ServiceNow (licensing)

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
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 offers two data at rest encryption options selectable by the buyer.
1. Full disk encryption: (self-encrypting hard drives using AES256 bit encryption). ServiceNow can facilitate this at additional cost, protects against data exposure through theft/loss of hard disks storing customer data; OR
2. Column encryption (data encryption using AES128/256 or 3DES symmetric key encryption). Restricts searching and reporting of data stored in these columns.
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
No

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
There is no connection to our network. Our service is provided through the buyer's ServiceNow instance inside their network so nothing is in transit outside of the platform.
Data protection within supplier network
Other
Other protection within supplier network
There is no network on our side. Our service is provided through the buyer's ServiceNow instance inside their network so nothing is in transit outside of the platform.

Availability and resilience

Guaranteed availability
ServiceNow commits to 99.8% monthly availability for customer live environments but typically achieves over 99.99% . Their High Availability design covers the whole ServiceNow platform and application layers.
Approach to resilience
Both the ServiceNow data centres and their SaaS infrastructure operate as high availability. The buyer's live environment data is held across paired data centre instances which are aligned via asynchronous database replication techniques. This is an Active/Active set up. Continuous asynchronous replication is maintained from the primary (read-write) to the secondary (read-only).
Outage reporting
Incident tickets, requests and queries can be raised to ServiceNow via their HI portal. However there are no SLA resolution commitments only response commitments.

Scarce offers a remote Service Desk service enabling incidents, requests, off-catalogue chargeable services and other requirements to be requested and managed under full and competitive SLAs.

Identity and authentication

User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Users are restricted by ACLs, roles and groups. Each user is assigned a group and a role, each of which is granted a set of access rights. When a user attempts to access a function, access shall be denied if their role/group does not contain the relevant permissions.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through
Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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
At least 12 months
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
ServiceNow
ISO/IEC 27001 accreditation date
2012
What the ISO/IEC 27001 doesn’t cover
Details can be found here:
https://www.servicenow.com/company/trust/privacy-and-compliance/compliance-certifications/ISO-27001.html
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
2015
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Details here:
https://www.servicenow.com/company/trust/privacy-and-compliance/compliance-resources/csa-star-registry.html
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • ISO/IEC 27018
  • SSAE SOC 1 Type 2 and SOC 2 Type
  • FedRAMP moderate

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
ServiceNow complies with the following (this may not be exhaustive):
FISMA FedRAMP
SSAE 16 SOC 1 Type 1 &2
SSAE 16 SOC 2 Type 1
SO 27001

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 operates an ITILv4 aligned Change Management process through the ITSM application that sits on its platform. All our work (incident resolution, implementation etc) shall follow your CM process as modelled in ServiceNow. Changes are encapsulated in "update sets".
Should you appoint us as custodians of your ServiceNow instance we shall act as reviewers and approvers.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
This is fully managed by ServiceNow for all its customers. ServiceNow follows the Change Management process to pull in the affected assets and to apply any required patches to address a threat. The buyer's instance is protected using the the High Availability architecture which cuts over to the secondary data centre during patching to mitigate any degradation or availability.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
ServiceNow use Splunk for log collection on all customer instance supporting infrastructure. In addition, Sourcefire is used for IDS to monitor inbound DMZ traffic. Both systems are monitored via proactive alerting (24hr response target).
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 manages the buyer's incidents via its ITILv4 aligned best practice using automated workflow inherent to the platform. Their end to end IM encompasses the detection, triage, assignment, notification, resolution and PIR stages. However ServiceNow do not commit to resolution SLAs.

Scarce provides assurance to buyers by becoming an SME intermediary and resolving the vast majority of incidents quickly without the need for ServiceNow involvement. This is incorporated seamlessly into your implementation and follows the same ITILv4 best practice approach as modelled in your instance.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
No

Energy efficiency

Energy-efficient datacentres
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Wellbeing

Fighting climate change

ServiceNow is an enterprise IT cloud based platform, that facilitates collaboration with colleagues regardless of location. It supports remote working and geographically diverse workforces and eliminates unnecessary travel both locally and internationally, by allowing colleagues to work collaboratively and in a structured manner, with instant and easy communication flow.

Covid-19 recovery

ServiceNow as an enterprise IT cloud based platform fully supports remote working and hybrid working arrangements, removing the need for colleagues to occupy the same air space.

ServiceNow also has an entire application dedicated to managing colleague health, return to work strategies, COVID testing etc.

Wellbeing

ServiceNow makes the world of work, work better for people. Improving colleague experience is at the heart of ServiceNow, as it seeks to bring the convenient and positive experiences we have outside of work with services such as Amazon, into the workplace.

By making work more structured and collaborative, work is more rewarding. By eliminating repetition, email ping-pong and onerous manual work, ServiceNow seeks to focus colleagues on work which is more pertinent to their skills. Admin is reduced, leaving people to make a real difference .

Pricing

Price
£675 to £975 a unit a day
Discount for educational organisations
No
Free trial available
No

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 sales@scarce-it.com. Tell them what format you need. It will help if you say what assistive technology you use.