FlyForm Ltd (formerly GovNow Ltd)

ServiceNow® managed service

ServiceNow delivers a market leading Enterprise platform, this service enables you to develop and manage this platform.
FlyForm will support, operate, patch and upgrade your ServiceNow instance. All day-to-day operational needs will be taken care of. A continuous delivery model will be implemented allowing rapid ROI and value creation.

Features

• Dedicated managed service support team & service delivery manager
• Integration with your existing staff and support teams
• Highly skilled, technically qualified consultants
• Agile, Scrum & DevOps working practices for continuous improvement
• System Administration: user admin, training, maintenance, patching
• Upgrades: Best practice preparation for the latest code release
• Specialised experience delivering Government cloud management solutions
• Multi-tier support capability: first-line, second-line, third-line
• ITIL expertise: ServiceNow SecOps, Incident, Problem, Change, Catalogue, CMDB, etc.
• Security Clearance – SC Cleared (and/or eligible) consultants

Benefits

• Latest platform enhancements, features, applications and fixes
• Fast delivery of Minimum Viable Products (MVP)
• Empower and motivate existing employees
• Accelerate your time-to-value realisation
• Consultants with ServiceNow, ITIL and Agile certifications
• Quicker resolution for your ServiceNow incidents and defects
• Flexible resource model to cope with variable demand
• Reduced operational costs
• Streamlined and automated processes enabling resource efficiencies
• Extensive experience working within insource and outsource SIAM models

£295 to £1,495 a unit 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 sales@flyform.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

428194609650256

Contact

Philip Davies
07482180576
sales@flyform.com

Planning

• Planning service: Yes
• How the planning service works: As part of the our implementation service, FlyForm follows the ServiceNow's deployment methodology ServiceNow Adaptive Implementation Framework (SAIF) and ServiceNow Implementation Methodology (SIM). We conduct a number of thorough scoping sessions followed by detailed workshops to ensure that your implementation is well planned.
• 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: We fully support the requirement to share knowledge and cross train with your in-house ServiceNow capability. Working in collaboration is encouraged and highly advised with this service.
• 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: Setup or migration service available; Yes ; How the setup or migration service works; FlyForm understand implementing a new tool in Government brings specialised and sometimes challenging set of requirements. Our service provides a prompt delivery, enabling your organisation to realise immediate value and efficiencies. We use industry standard methodologies and techniques (SIM, SAIF, Agile, Scrum and DevOps) to ensure your migration to ServiceNow runs as you would expect it to. Our delivery and implementation approach will follow the ServiceNow Implementation Methodology (SIM). SIM is the enhanced methodology used by ServiceNow Global Services and its partners to implement the ServiceNow suite of products. SIM contains six stages that are applied adaptively, based on the type of engagement and/or the product(s) in scope. Each stage has its own set of unique tasks. Many tasks may be executed in parallel to one another within a given stage. Please visit the following link for further details: https://www.servicenow.com/content/dam/servicenow/documents/datasheets/ds-saif-datasheet.pdf Our implementation services covers the migration from your existing toolsets that manage the below functions within your business: - IT Service Management (e.g. BMC Remedy, Cherwell, Hornbill, HP Landesk etc). - IT Operations Management - IT Business Management - Human Resources - CSM - SecOps
• 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: No

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: FlyForm will support, operate, patch and upgrade your ServiceNow instance. All day-to-day operational needs will be taken care of.; ; Please see service description, features and benefits for further details on the FlyForm Managed Service.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 9am to 5pm Monday to Friday.; ; 3 working days.
• 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), Monday to Friday
• Web chat support: No
• Support levels: The day-to-day operational support of your ServiceNow instance will be the full responsibility of FlyForm. Alignment with your current service management processes will be required to ensure your expectation are met.

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: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At FlyForm, we are committed to tracking our social value goals. As a partner to UK public sector, we can support our customers’ Net Zero Carbon goal by 2029:; In 2019, we made the move to push our mobile workforce to use trains instead of cars. Rail travel accounts for 14 grams of CO2e emissions per passenger mile, which is dwarfed by the 158 g/CO2e per passenger miles from journeys in cars.; Our Senior Management team have had their company vehicles replaced with electric cars. Even with electricity generation, carbon emissions of an electric car are around 17 – 30% lower than driving a petrol or a diesel car.; We are passionate about rewarding our staff with meals and events. Where possible, we choose restaurants that focus on sustainable food. Sometimes we opt for vegan food which is proven to reduce an individual’s CO2e footprint by as much as 50% when correctly sourced.; We have almost no technical infrastructure ourselves. We leverage cloud systems for agility and due to lower CO2e emissions.; While FlyForm is a relatively small organisation, we can still make a difference as we scale. We create this positive change through our partners, our staff, and through technology. ; FlyForm is a pureplay partner of ServiceNow. ServiceNow have maintained 100% renewable electricity, achieved carbon neutrality, and committed to net zero by 2030 (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/public-document/servicenow-global-impact-esg-fact-sheet-2023.pdf). ServiceNow are tracking their Science-Based Target initiative (SBTi) goals, and they have realised an 82% and a 42% reduction of GHG emissions for 2022 (against a 2019 baseline) for Scopes 1 & 2 combined, and Scope 3 emissions, respectively. ; The ServiceNow platform enables positive change through digital transformation (see image below). Additionally, the platform includes an ESG solution (https://www.servicenow.com/solutions/esg-solutions.html) that empowers its customers to achieve operational excellence, increase compliance and activate ESG across the organisation.

  Covid-19 recovery

  As part of supporting the global COVID-19 recovery, we have taken the following actions:; Creating employment: We are actively working with ServiceNow on their Next Gen programme. Next Gen is designed to help bring more people into the digital skills arena. In 2020, we were involved in one of their first UK pilots (Tin Smart) which took people from under privileged backgrounds in the Midlands and put them through training. This was called out by ServiceNow at their Global event. From our success there, we were invited to a new initiative helping to reduce the digital skills gap, both by upskilling the existing workforce, and bringing fresh talent into the industry from underrepresented backgrounds – with the aim of benefiting our customers and partners across the UK.; Supporting organisations and businesses to manage the impact of COVID-19 through new ways of working: We transitioned from face-to-face to online project workshops. This helped our customers to work more flexibly, also reducing the stress on the environment thanks to minimised transport requirements.; Supporting physical and mental health: During lockdown, FlyForm initiated a variety of processes to ensure employees were taking care of their mental and physical wellbeing. Activities such as the 10-minute check in, where our employees pair up for a week at a time to ensure each day, they have an opportunity to connect, and increase morale and team building across departments. ; Improve workplace conditions: Whilst many of our teams have continued to work remotely since COVID-19, we encourage train as a preferred method of travel when meeting colleagues in the office. Many of the processes implemented during lockdown, such as wellness programme, to support a remote working practice, have carried on since.

  Tackling economic inequality

  At FlyForm, we help tackle economic inequalities by creating employment opportunities locally in Wales, as well as in the rest of the UK by fostering a ‘remote-by-default’ work culture. Our growth supports wider economic growth through our staff, suppliers, and local economies.; To create new training and employment opportunities to those who face barriers to employment, we are actively working with ServiceNow on their Next Gen programme. Next Gen is designed to help bring more people into the digital skills arena. In 2020, we were involved in one of their first UK pilots (Tin Smart) which took people from under privileged backgrounds in the Midlands and put them through training. Since then, we have been invited to a new initiative helping to reduce the digital skills gap, both by upskilling the existing workforce, and bringing fresh talent into the industry from underrepresented backgrounds – with the aim of benefiting our customers and partners across the UK.; The very work that we do through ServiceNow implementations, helps put new innovations and disruptive technologies to use as part of our customers’ Digital Transformation journeys.; Internally, we have our own product development and innovation department, FlyForm Labs. FlyForm Labs is dedicated to turning creative concepts into practical digital solutions. For example, we designed a GDS Toolkit for our public sector customers to deliver inclusively designed accessible services to the public reducing the costs to provision, operate, and maintain. ; One of our core targets at FlyForm is to positively impact 200 million lives by 2030, and FlyForm Labs is a major driving force towards that goal.

  Equal opportunity

  Diversity and inclusion is part of our fabric, not only because we feel it’s the right thing to do but because we understand that a diverse and inclusive workforce will give us a competitive edge.; Our business has a flat management structure and has been built to ensure we have a strong culture. It is important to us that that culture can remain in place as we scale. We strongly believe in employing the best people in the ServiceNow eco-system, irrespective of background, disability, orientation, or ethnicity. Our principles in diversity and inclusion aim to provide a welcoming culture to all our employees. We share and celebrate career progression across the business and support in-work progression of all our staff, which includes succession planning. ; In a SME, it is important to share the progress we have made:; The Senior Management Team has female representation ; Majority female voice in the CEO’s Office ; Our consultancy team brings diversity from India and multiple European locations ; 50% Engagement Managers are female; We have two native Welsh speakers – as a Welsh business we are passionate about this! We have started producing technical content in Welsh to serve our Welsh customer base; These are not just statistics for our business, they are part of the culture we are proud to have built and are passionate about protecting.

  Wellbeing

  At FlyForm, we promote wellbeing internally and externally:; 1. Internally - physical and mental wellbeing at work:; FlyForm's co-founders, Phil and Arron Davies, are huge advocates for mental and physical health and wellbeing. This has created a supportive and open workplace from the interview process through to offboarding, supporting physical, mental and spiritual aspects of wellbeing.; FlyForm has an abundance of services to support employees which include Private Medical Healthcare, EAP services and free online exercise classes. ; FlyForm have a structured onboarding programme to ensure that all employees have direct contact across the business.; Investments are being made in our benefits and HR department to further this support and ensure every FlyForm employee is taken care of. ; Since COVID-19, we have embarked upon an initiative to have Mental Health First Aiders across our organisation.; FlyForm's senior management team run weekly, monthly and quarterly updates with transparency across the board which creates an environment of openness and trust.; 2. Externally – helping build integrated communities:; FlyForm are very passionate about our local community in South Wales where we have sponsored local organisations such as Tonyrefail Boys Club, Wyndham Boys Club, Revolutionize Dance Club and Pontypridd Schools U11s Rugby. These clubs are in economically disadvantaged areas and provide a life-line to children seeking wholesome, social, engaging activities. ; More broadly, we have made several sizeable donations such as the Taraloka Women’s Buddhist Retreat which provides much needed refuge. By offering free of charge services, we have partnered with ServiceNow to build an application for an NGO providing welfare services (food, water etc.) in South Africa. In 2021, we donated to support repatriation of people in Afghanistan. We are also working on the creation of a simple digital solution to help bring standardisation and efficiency to charitable organisations.

Pricing

• Price: £295 to £1,495 a unit 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 sales@flyform.com. Tell them what format you need. It will help if you say what assistive technology you use.