CANTIUM BUSINESS SOLUTIONS LIMITED

ServiceNow Development

EIS provides a ServiceNow Platform Development service aimed at assisting organisations in streamlining and fortifying IT workflow management to facilitate digital transformation. EIS specialises in aiding the design, development, implementation and incorporation of ServiceNow.

Our consultants collaborate with clients seeking to harness the complete application suite within ServiceNow's portfolio.

Features

• Providing platform guidance and implementation assistance for all ServiceNow Modules.
• Assisting in transitioning from legacy ITSM systems to ServiceNow.
• Engaging stakeholders and users through workshops and consultations.
• Enhancing IT processes and infrastructure for optimisation.
• Offering support for solution and enterprise architecture.
• Tailored assistance for customised ServiceNow implementations.
• Supporting organisational change management.
• Managing future releases and planning for patches and upgrades.

Benefits

• Microsoft accredited staff.
• Delivering a tailored ServiceNow solution aligned with your organisation's needs.
• Seamless integration for cost reduction and improved efficiency.
• Adherence to best practices by certified ServiceNow consultants.
• Efficient resolution of ServiceNow incidents and defects.
• Customised training for all necessary resources to meet your requirements.
• Efficient management of ServiceNow upgrades and new features.
• Strengthened internal capabilities and improved representation through resource transfer.
• No IR35 risk; our ServiceNow consultants are permanently employed.

• Education pricing 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 bids@eis.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

355510046491465

Contact

EIS Bids
03301650000
bids@eis.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Hardware 4GB+ RAM (16GB recommended for performance)
  • Browser: Modern web browsers (Chrome, Firefox, Edge, Safari)
  • Operating System: Windows 7/10+, macOS, or mobile devices

User support

• Email or online ticketing support: Yes
• Support response times: Priority 1- Less than 2 Hours Priority 2- Less than 1 business day
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Webchat testing with assistive technology users has not been undertaken to date.
• Onsite support: Yes, at extra cost
• Support levels: We provide a standard support service delivering to the following SLA:; ; P1 - Complete loss of service; Target Response 20 Minutes; Target Resolution 6 Hours.; P2 - Critical Support Incident, Service Affecting over 50% users down; Target Response 1 Hour; Target Resolution 10 Hours.; P3 - Urgent support incident service affecting more than 1-50% of users; Target Response 1 Working Day; Target Resolution 3 Working Days .; P4 - Support incident, single user down; Target Response 1 Working Day; Target Resolution 4 Working Days.; P5 - Non-service affecting fault; Target Response 2 Working Days; Target Resolution 5 Working Days.; ; Onsite support may be required with response times varying depending on location and priority level
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: EIS prioritises establishing a clear and effective onboarding strategy with every new customer. We will ensure that every migration to a new application, software, or service is performed with the least possible disruption and highest possible satisfaction. ; ; We make every effort to be as transparent as possible during the Onboarding process. ; ; From EIS’s Onboarding Team, you will be appointed a dedicated Onboarding Officer. The onboarding process will begin with a Project Initiation Meeting, the launchpad for your ServiceNow Platform Management service with EIS. ; ; Following the initial meeting your Onboarding Officer will also set up regular project calls with you and any relevant members of the EIS team to help keep the project on track, update stakeholders on progress and highlight any areas of concern.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We take Offboarding and Exit Planning seriously, ensuring that our transparency and flexibility at the end of your solution’s lifetime matches that of the beginning. ; ; When offboarding, all property, data and information held in connection with the Framework or Call Off Contract will either be returned or destroyed as per EIS’s Secure Disposal Policy. ; ; An Exit Plan specific to the individual customer’s service requirements will be agreed as part of the Offboarding process ensuring that you receive a bespoke service and will be issued as part of the call-off contract. ; ; Your Offboarding plan will include: ; ; • A dedicated Offboarding Officer who will be responsible for fine-tuning the offboarding process.; • A clear data return policy, defined as part of your original Onboarding process. All of your data will be either returned or destroyed, in line with EIS’s Secure Disposal Policy and your own individual needs.; • Clear communication throughout the contract termination process.; • Clear advice and support during any migration.
• End-of-contract process: For details relating to Contract Termination, please refer to G-Cloud framework terms and associated EIS standard Terms and Conditions of sale for rights to terminate. ; ; All Offboarding process and Exit Plans must be agreed with in line with EIS’s Terms and Conditions of Sale.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ServiceNow browser access and mobile-friendly interfaces (specifically native apps like Now Mobile and Mobile Agent) differ primarily in their user experience, functionality, and target audience, though they share the same backend database. ; ; Browser (Desktop/Mobile): Designed for full administrative tasks, configuration, and complex workflows. It is often used for "fulfiller" processes, such as managing large lists of incidents or making system changes, offering a comprehensive view.; ; Mobile-Friendly (Native Apps): Designed for on-the-go productivity, self-service, and specific, limited actions. The Now Mobile App targets employees for accessing services, while the Mobile Agent App targets fulfillers needing to resolve tasks on the go.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Yes, ServiceNow provides multiple service interfaces designed for different user needs, primarily the Service Portal for end-users, the Employee Center, and the Platform UI for power users. These interfaces allow users to request services, search for information, and manage tasks through a user-friendly, web-based experience, with options for custom branding and widgets. ; ; Key service interfaces include:; Service Portal; Employee Center; Platform UI (UI16/Next Experience); ServiceNow Mobile App; Workspaces
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: There has been no assistive technology testing carried out at present.
• API: Yes
• What users can and can't do using the API: ServiceNow APIs allow organisations to integrate ServiceNow data and workflows with external systems. For many organizations connecting ITSM with monitoring tools, syncing CMDB data across platforms, or automating HR processes, APIs are the backbone of these interactions.; ; Types of Changes Within ServiceNow; Standard Change. Standard changes are low-risk, pre-approved changes that follow a defined, repeatable process. ; Normal Change. Normal changes are more complex and impactful. ...; Emergency Change. ; Latent Change (Expedited Change); ; Limitation: ServiceNow Predictive Intelligence is restricted to supervised learning and prebuilt models. It lacks support for advanced unsupervised learning or generative AI customization (outside Agentic AI framework).
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ServiceNow customization involves modifying the platform's baseline code (e.g., UI actions, business rules, script includes) to meet unique business requirements, as opposed to configuration, which uses built-in tools for, say, UI changes. Customization allows for deep tailoring but can complicate future upgrades; it should be used sparingly, preferably by creating new, custom applications rather than modifying out-of-the-box (OOTB) functionality directly. ; ; Key Aspects of ServiceNow Customization; Definition: Modifying OOTB records or adding code that alters baseline behavior.; Common Techniques:; Scripting: Using JavaScript in Business Rules, Client Scripts, UI Actions, and Script Includes.; Service Portal: Cloning and modifying widgets, creating custom CSS, and altering themes.; Custom Apps: Building new applications on the ServiceNow platform, rather than updating existing ones.; Best Practices:; Avoid Modifying OOTB: Instead of modifying an OOTB record, copy it and customize the copy to ensure easy upgrades.; Prioritize Configuration: Only customize when standard configurations (like creating fields or changing form layouts) cannot meet the business need.; Governance: Utilize update sets and manage technical debt by documenting all custom code.

Scaling

• Independence of resources: Capacity Planning.; Business Continuity Planning.

Analytics

• Service usage metrics: Yes
• Metrics types: ServiceNow metrics measure, track, and analyze the performance, duration, and efficiency of processes (like incident, problem, or change management) within the platform. By creating metric definitions, organizations can monitor field value changes—such as how long an incident remains in a specific state or assigned to a particular group—to identify bottlenecks and improve service delivery. ; ; Key Aspects of ServiceNow Metrics; Metric Definition; Metric Instance ; ; Types of Metrics:; Field Value Duration; Script Calculation; Reporting; ; Common Use Cases & Key Performance Indicators (KPIs) ; Incident Management; Customer Service Management (CSM); Change Management; Knowledge Management; Metric Intelligence; ; Benefits; Identifying Bottlenecks; Quantifying ROI
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: ServiceNow user data can be exported by navigating to the sys_user.list table, filtering as needed, and selecting "Export" from the column header context menu to download formats like Excel, CSV, or XML. For users, it is best to use the User Management UI or directly export the sys_user table for comprehensive data, including groups (sys_user_grmember) and roles (sys_user_has_role). .
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Please see attached documents for further information.
• Approach to resilience: Available upon request.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Pre-defined management interfaces set up with password protection as required.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• 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: Between 6 months and 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: Data Protection Policy, Data Retention and disposal Schedule, Data Sharing Agreement, Information Security Statement, Information Security Incident Management Policy, Information Security Policy.
• 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: Change management process with approval at various levels including Board Level.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: - use industry 'best technology' software. ; - vulnerability assessment and monitoring tooling.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: - use industry 'best technology' software. ; - vulnerability assessment and monitoring tooling.
• 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: Pre-defined incident processes in place dependent on the type of event.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Friday 6 June 2025
• What the ISO/IEC 27001 doesn’t cover: ISO27001 covers all of Cantium Business Solutions
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 28 May 2025
• What the ISO 9001 doesn’t cover: ISO9001 covers the whole of Cantium Business Solutions
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: D8622e27-9cc0-48e4-9808-4fa6670c679b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 5f64c651-a6e5-4b29-894e-c4524a15e389
• 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • 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)

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 bids@eis.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.