Scarce IT

Drawdown (ServiceNow Support)

Flexible and scalable managed service desk, incident management, request fulfilment, enhancements, strategy advice & best practice guidance for your ServiceNow platform. UK core and extended hours available. Committed SLA response and resolution times, service reviews and dedicated account manager support, Draw-down hours based model providing ultimate flexibility and value.

Features

• Full, manned and managed Service Desk covering UK hours
• 100+ ServiceNow consultants with expertise spanning the entire NOW Platform
• Highly affordable support model based on draw-down hours
• Draw-down hours are payable based on consumption, monthly in arrears
• Hours can be used for incidents, requests or enhancements

Benefits

• Avoid pain of managing your own internal ServiceNow capability
• Avoid high churn rate on internal ServiceNow staff
• Avoid having expensive resource sitting idle when systems are stable
• Resolver groups seamlessly integrated in and reportable from your tool
• Access to our cross-platform expertise
• Free demonstrations, business case support and guidance

£70 to £80 a unit an hour

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

412752380036037

Contact

Sales
0161 207 2272
sales@scarce-it.com

Planning

• Planning service: Yes
• How the planning service works: For ServiceNow Support we provide a full on-boarding service which ensures that we have everything we need to support your implementation including configuration work to quickly and seamlessly integrate our service desk into your ServiceNow tool. For your Service Desk teams we provide full operational readiness support including walk throughs and readiness checks, so your teams know exactly what to do from day 1.; ; For ServiceNow Implementation we hold kick offs with your leadership and process workshops with your process SMEs to consider how your business handles ITSM (or ITOM, HR, CSM, ITBM etc. depending on your implementation). Our ITILv3 Expert accredited service designer and ServiceNow senior implementor will guide you through the ITSM process definition and what if any configuration you will need to the ServiceNow platform.; ; We use Agile/SCRUM project methods to ensure we deliver maximum benefit at the earliest point possible.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • ServiceNow Implementation
  • ServiceNow Support
  • ServiceNow Managed Service Instance

Training

• Training service provided: Yes
• How the training service works: ServiceNow themselves offer a variety of training options to customers depending on the nature of the role (users, support engineers, developers). We can help facilitate that training for you. ; ; In addition we offer ITIL training to help embed ITIL best practice techniques into your organisation, so you leverage the most from the ServiceNow platform.
• 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: ServiceNow is an integrated set of IT Service Management, Operations Management, Customer Services & HR applications operating under a single cloud based platform. This Support service assumes the client already has ServiceNow.; ; As part of a cutover to using our Support service, we work with your Service Desk, your internal support teams and any third party support providers to collate knowledge articles, documentation and ways of working (e.g. your Change process). We integrate into your ServiceNow Incident process so your Service Desk can assign incidents to us directly in your tool, which negates the need for manual rekeying or switching between portals/systems.; ; As part of the ServiceNow Implementation service we help customers migrate any existing capability into the ServiceNow platform. Migration of data and processes is fully managed. Data can be cleansed and/or normalised prior to loading. Processes can be reworked, however we encourage customers to use this change as an opportunity to return (in some cases) to best practice utilising as much out of the box capability as possible which will give them greater service agility, lower maintenance and improved performance.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: ServiceNow NOW Platform (an Enterprise IT platform)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Where possible we encourage customers to utilise the PPM module in ServiceNow to implement ServiceNow. This can be stood up very quickly. Requirements are captured in Stories as per Agile techniques. Each Story will have a DOD (Definition of Done) which our customer helps to define. This becomes the acceptance criteria against which the Story will be rigorously tested. Additionally, we promote any changes via Update Sets into a Test environment and users (i.e. actors who will actually carry out these functions) are shown how to perform User Acceptance testing. We can provide templates to assist with this and webex or face to face sessions to demonstrate.; ; Performance is generally more of a consideration with integrations or data feeds that deal with high volumes, such as CMDB discovery data. Performance is key to the Service Design work we carry out. We help you determine the number of MID servers required (infrastructure sizing) within your environment to support data collection and processing, We define non-functional requirements for your service and ensuring all data integrations meet those requirements as part of our Operational Acceptance testing.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: We act as the single point of contact for all ServiceNow matters for our customers. ; ; Any incidents regarding the performance or behaviour of your ServiceNow platform (and any application, module or integration) are assigned to our Assignment Queue and are picked up and managed by our (off site) Service Desk team. Our certified and experienced ServiceNow support team will triage, assign, notify, escalate, remediate and communicate your incidents under a competitive SLA, which means you don't require any internal support capability for ServiceNow. ; ; In addition we can handle all Service Requests (catalogue requests for repeatable activity) and we monitor your HI instance for all communications from ServiceNow, so you don't have to. We will escalate any matters that require your input or attention.; ; Our Service Level Manager shall arrange regular service reviews with your Service Owner/Manager to ensure you are receiving the best service we can provide. They also act as an escalation point should there be an issue with a incident which requires more focus.

Service scope

• Service constraints: The day to day aspect of our support service (managing of requests and incidents) is handled remotely. Your Account Manager ("Service Level Manager") is available to you on site during business hours for face to face meetings as required, They are empowered to effect any changes or improvements that may be required to how the remote team provides their element of the service.; ; Because we are containing all communication of your business data within ServiceNow there is no transfer of your business data between systems. We don't unnecessarily consume desks/building space and we don't create unnecessary travel.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 - Respond 1 business hour, resolve 4 business hours ; P2- Resolve 8 business hours ; P3 - Resolve 3 business days ; P4 - Resolve 5 business days ; ; ** P1 support can be purchased for weekends - same SLA applies.
• 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: Yes, at an extra cost
• 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: The platform offers a web chat facility to all registered instance users. Scarce is an implementation and support services partner for ServiceNow so we wouldn't perform testing as such.
• Support levels: A remote Service Desk is provided, giving access to 100+ ServiceNow experts with technical, process and business knowledge. It operates to UK core hours, 09:00-17:00 M-F. Additional Support Hours can be purchased at additional cost, subject to availability. ; ; We offer four drawdown packages of resource hours that can be used for incident management, request fulfilment, enhancements or training and guidance. All are to be consumed within 12 months. Included with every package is an integration which enables the client to assign incidents or requests to our Resolver Group(s) in the client ServiceNow instance, meaning every ticket is worked with full visibility of the client. Hour packages as standard are 150, 300, 500 and 1,000. ; ; We provide a single point of contact and a technical account manager who will work with your service owner/manager to deal with issues and to review service levels periodically. In addition to support, we provide full project services, should the client decide to implement a new application or module on the NOW Platform.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: FedRAMP High P-ATO For US Government Entities and Providers
• ISO/IEC 27001 accreditation date: 2016
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Available from ServiceNow
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Available from ServiceNow
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27001
  • SSAE 16 SOC 1-1, SOC1-2, SOC2-1
  • FedRAMP
  • FISMA Moderate Agency ATO
  • ISO 9001 (equivalent)
  • MTCS (APAC)

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: £70 to £80 a unit an hour
• Discount for educational organisations: 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.