Scarce IT

ServiceNow Adoption (Implementation)

Through our fast-track adoption approach, we embed ServiceNow quickly and optimally, speed your ROI, and facilitate digital and cultural transformation for your business. Whether you are considering ServiceNow, or have purchased and need help implementing, Scarce will deliver you successfully, affordably & speedily onto the world’s leading Enterprise IT Platform.

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

£575 to £975 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 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

383385648875410

Contact

Sales
0161 207 2272
sales@scarce-it.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Customers purchase licensing for the ServiceNow NOW Platform. We help customers implement, adopt and support it.
• Cloud deployment model: Private cloud
• 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
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ServiceNow works fully on mobile and tablet and our services can be accessed via those versions.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Best practice is not to customise the ServiceNow platform. Some set up is required to implement. Scarce will work with your stakeholders to adopt its industry leading processes and methods, and identify all configuration to support the new processes. This configuration set will be delivered in line with your priorities via Agile as part of the overall project scope.

Scaling

• Independence of resources: Implementation work orders will ring fence the technical, project and architect resources required to deliver the entire scope of work.

Analytics

• Service usage metrics: Yes
• Metrics types: Scarce monitor all our service levels to ensure you are receiving the highest level of service from us. This is achieved through dashboards and reports that we define and share with you. Your account manager will arrange regular meeting with your service owner/manager to review and deal with any issues early.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

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

Data importing and exporting

• Data export approach: The ServiceNow platform is versatile in enabling users to extract data in dashboards, reports or in files of varying types including CSV and Excel formats. Training can be provided to teach users this simple practice if required.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLS
• Data import formats: CSV

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 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.

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 needed: Yes
• 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

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.htm
• 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

Public sector networks

• Connection to public sector networks: 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: £575 to £975 a unit a day
• Discount for educational organisations: No
• Free trial available: 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 sales@scarce-it.com. Tell them what format you need. It will help if you say what assistive technology you use.