NEYO LTD

Continuity Support - Support - ServiceNow

Neyo's Continuity Support service provides ongoing technical support, system monitoring, and strategic guidance to ensure that your ServiceNow solutions remain aligned with your evolving business needs. We help you achieve operational excellence and maximize your return on investment by leveraging the full capabilities of ServiceNow.

Features

• 24/7 Technical Support: Immediate assistance anytime, ensuring system reliability.
• Proactive Monitoring: Constant system checks to prevent potential issues.
• Regular Updates: Keeps ServiceNow aligned with the latest features.
• Performance Optimization: Continuous improvements for peak system performance.
• Strategic Guidance: Expert advice to align technology with business goals.
• Issue Resolution: Swift and effective problem-solving.
• Customization Support: Adjustments and tweaks to enhance functionality.
• Reporting and Analytics: Insights to drive better decision making.

Benefits

• Enhanced System Uptime: Minimizes downtime, enhancing productivity.
• Optimized Performance: Ensures ServiceNow runs at optimal efficiency.
• Risk Reduction: Proactively addresses security and operational risks.
• Strategic Alignment: Keeps technology in line with business evolution
• User Satisfaction: Improves user experience and system usability.
• Cost Efficiency: Reduces long-term operational costs.
• Faster Issue Resolution: Quick fixes to maintain workflow continuity.
• Updated Features: Access to the latest ServiceNow enhancements.

£295 to £1,350 a user a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 finance@neyoltd.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

361892130000980

Contact

Chirag Karnik
02030516390
finance@neyoltd.com

Planning

• Planning service: Yes
• How the planning service works: Neyo offers comprehensive post-implementation support services through our 'Continuity Support' program, ensuring clients maximize their ongoing investment in ServiceNow. This service enhances the operational effectiveness of ServiceNow platforms, tailored to meet evolving business requirements.; Our process begins with a detailed evaluation of your ServiceNow environment to identify areas critical for sustained support. This assessment informs a customized support plan focused on strategic maintenance, timely updates, and system optimization, all aligned with your specific business objectives.; We regularly conduct assessments to preemptively tackle issues before they affect operations. Our support extends to continuous training and enablement, ensuring that your team remains proficient and up-to-date with ServiceNow's latest features and best practices.; Our proactive support framework guarantees seamless operations by quickly resolving issues and implementing system enhancements. This approach ensures ServiceNow continues to function efficiently, driving business innovation and ongoing improvement.; By choosing Neyo's Continuity Support, you gain a strategic partner committed to not just maintaining but progressively enhancing your ServiceNow capabilities, ensuring a robust and forward-thinking digital infrastructure.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: ServiceNow

Training

• Training service provided: Yes
• How the training service works: At Neyo, we provide a diverse range of trainingoptions to our customers during their ServiceNowimplementation. Our main goal is to empoweryour team with essential knowledge and facilitatecross-training activities with your in-houseServiceNow experts. This approach ensures thatyour staff is fully equipped to utilize theServiceNow platform's capabilities to the fullest.Our training programs are customized to matchthe specifi c needs of your organization, enablinga smoother transition and more effective use ofthe system. We prioritize building your team'sprofi ciency and confi dence in managing andoptimizing ServiceNow solutions for the long-term.
• 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: As part of our "Continuity Support" service at Neyo, we offer robust support for clients transitioning to cloud environments, specifically through our expertise with ServiceNow and the tool developed by PrecisionBridge. This tool is crucial for migrating data seamlessly from any ITSM platform to ServiceNow, enhancing our capability to support your cloud strategy effectively.; The tool is designed for high efficiency, enabling smooth and secure data migrations. It accommodates a wide range of data types and structures, maintaining integrity throughout the migration process. Our team engages closely with clients from the planning stages through execution, ensuring minimal downtime and operational disruption.; Our comprehensive service includes:; • Thorough assessment of your existing IT infrastructure to tailor the migration approach.; • Detailed migration planning and execution to align with specific business needs.; • Ongoing post-migration support to resolve any emerging issues and optimize system performance.; By integrating ServiceNow’s powerful features with the capabilities of the PrecisionBridge, we deliver a migration solution. This ensures not only an efficient transition but also maximizes the benefits of ServiceNow’s cloud technologies for our clients. Trust Neyo’s "Continuity Support" to facilitate a seamless and beneficial move to the cloud, enabling you to leverage advanced cloud capabilities effectively.
• 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: Our experts rigorously unit test any confi gurationchanges to the core ServiceNow productto meetspecifi c customer requirements, as a keypart ofour standard delivery strategy. This testingalignswith the acceptance criteria outlined inagilestories. We also offer a structured approachtofurther meet customer testing needs,including:Process Testing: Ensures thefunctionality meetsprocess requirements. SystemIntegrationTesting: Constructs an end-to-endsolution.Support for Customer UAT: Werecommend anIntelibliss-supported, customer-ledUAT strategyto enhance engagement andunderstanding. Thiscomprehensive testingframework not onlyspeeds up the customer’sfamiliarity with andcomprehension of the solutionbut also optimizesServiceNow’s time to value.Our team possessesdeep expertise andexperience in managingthese testing phaseseffectively, should additionalsupport benecessary.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Yes, at Neyo, we provide comprehensiveongoing support services for implementations,collaborating closely with ServiceNow forplatform support, upgrades, and patching. Typesof Ongoing Support Services Offered: 1.Collaborative ServiceNow Support: WhileServiceNow directly manages platform support,upgrades, and patching, we work alongside themto ensure seamless implementation and effectiveoperation. We assist in troubleshooting andresolving issues, particularly if specificcapabilities are not functioning as expected. Ourteam ensures that any disruptions are swiftlyaddressed to maintain optimal performance. 2.Capability Specific Troubleshooting: If a particularfunctionality within your ServiceNow platform isnot performing as intended, our experts providetargeted support to diagnose and rectify theseissues, ensuring that every aspect of the platformmeets your operational requirements. Our Commitment: Our dedicated team acts as abridge between ServiceNow’s technical supportand your business’s specific needs, ensuring thatall updates, patches, and functionalities delivercontinuous value and meet your strategic goals.We are committed to minimizing downtime andoptimizing your ServiceNow implementation forlong-term success.

Service scope

• Service constraints: We at Neyo offer ServiceNow implementations and support without any inherent limitations. To ensure clarity and avoid misunderstandings, we thoroughly discuss all aspects with our clients during the exploration phase. This approach ensures that there are no assumptions or grey areas that may impact the project lifecycle. Our services are available globally and we offer the flexibility to provide support either remotely or on-site, based on the client's preference. This adaptable approach enables us to meet the ; specific needs of our clients, regardless of their geographical location, resulting in tailored and effective support.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Support response times; Up to 24/7 depending on support agreement
• 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: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Support levels: All other support solutions are priced on atailored basis due to the highly individual natureof ServiceNow Services

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  We at Neyo believe in providing equal opportunities to all individuals in every aspect of our employment practices. Our commitment is to create a workplace where everyone can succeed, irrespective of their background, identity, or beliefs. Our aim is to ensure a culture of diversity and inclusion that drives our collective success by providing fair treatment, accessibility, and equality for all employees.

  Wellbeing

  We prioritize the wellbeing of our staff as a fundamental aspect of our work culture. To achieve this, we provide comprehensive support systems and programs that promote physical and ; mental health, work-life balance, and overall employee satisfaction. Our commitment extends beyond conventional benefits to include initiatives that enhance personal growth, workplace happiness, and the long-term health of our team members, ensuring a thriving organizational environment. We are proud to offer 3 Well Being Days to all our employees.

Pricing

• Price: £295 to £1,350 a user a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 finance@neyoltd.com. Tell them what format you need. It will help if you say what assistive technology you use.