Hyper Talent Solutions Ltd

ServiceNow Customization service

Hyper Talent Solutions Ltd specializes in ServiceNow Customization services tailored for government departments. Our expert consultants work closely with government entities to configure and customize ServiceNow solutions to meet specific departmental needs. We ensure seamless integration, streamlined workflows, and compliance, enhancing government service delivery and operational efficiency.

Features

• Tailored workflows to fit unique processes.
• Refine UI elements for better user experience.
• Integrate automation to streamline tasks.
• Modify data structures for improved organization.
• Build bespoke applications aligned with requirements.
• Seamlessly integrate with existing systems and tools.
• Fine-tune reporting features for actionable insights.
• Configure access controls tailored to team needs.
• Enhance notifications and alerting mechanisms.
• Provide comprehensive training and support services.

Benefits

• Increased efficiency through tailored workflows.
• Enhanced user satisfaction with refined UI elements.
• Time savings with streamlined task automation.
• Improved data organization for better insights.
• Enhanced productivity with custom applications.
• Seamless operations through system integration.
• Better decision-making with fine-tuned reporting.
• Enhanced security with tailored access controls.
• Proactive management with improved notifications.
• Smooth transition and ongoing support for users.

£450.00 to £750.00 a unit a day

• Free trial 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 amri.nazeer@hypertalentsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

439793107970434

Contact

Amri Nazeer
07772866727
amri.nazeer@hypertalentsolutions.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Custom web application development, software development, application hosting, support, creative design,
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements:
  • A standard browser, either desktop or mobile
  • Appropriate bandwidth and Connectivity to the Internet

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within a Day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Hyper Talent Solutions provide support for the customer requirement. Typically this will be remote support for systems hosted in the Cloud. Priority 1 Support - for production system outages, 9 to 5 (UK time), Monday to Friday coverage and 1 hour response. Priority 2 Support - for non urgent production system incidents, 9 to 5 (UK time), Monday to Friday coverage and 3 hour response. Priority 3 Support - for non-production support incidents, 9 to 5 (UK time), Monday to Friday coverage and 3 hour response. All customers are allocated an account manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide training in all formats both in person and online
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: By request
• End-of-contract process: We would provide all software applications and data for the current live version of the product within the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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: We use Mobile First design principles
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: We provide an online Ticket helpline and support CRM service
• Accessibility standards: None or don’t know
• Description of accessibility: Accessible via an online portal, email or telephone
• Accessibility testing: We are committed to a progressive multi-year plan to make all of our systems compliant with Web Content Accessibility Guidelines.
• API: Yes
• What users can and can't do using the API: Our API is fully Swagger compliant and secure behind a public private key.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All user facing information can be customised including user authenticated data.

Scaling

• Independence of resources: We provide services which we can fulfil for the duration of the contract through our own inhouse team and capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: We typically use Google Analytics and AW Stats and we also develop custom reporting defined by clients
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: On request
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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: We guarantee 99.95% availability and can include this within any SLA on request.
• Approach to resilience: Available on request.
• Outage reporting: There is an API available and email/SMS alerts too.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Through the user authentication and role management
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMD Certification
• ISO/IEC 27001 accreditation date: 22/12/2020
• What the ISO/IEC 27001 doesn’t cover: The Provision of cloud services for Big Data Management, Cyber Security Governance, Cloud Transformation, ERP.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ICO - Data Protection
  • GDPR

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: Dherence to Cyber Essentials guidelines

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use DevOps and DevSecOps process using GitLab as our version control and Pen testing through development
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We receive updates and risk alerts from our supplier security centres or use pen testing with custom software and respond to deploy patches within 48 hours or sooner if require.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We receive updates and risk alerts from our supplier security centres or use pen testing with custom software and respond to deploy patches within 48 hours or sooner if require
• Incident management type: Supplier-defined controls
• Incident management approach: We receive updates and risk alerts from our supplier security centres or use pen testing with custom software and respond to deploy patches within 48 hours or sooner if require. Incidents are then recorded, reviewed and integrated into future risk assessment and mitigation processes.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change; ; Hyper Talent Solutions (HTS) foundation is built on our core values, which guide our every action, initiation, and investment. We conduct our business socially responsible, protect the environment and benefit the communities. We launched a product called LeMones Bottle which is a reusable stainless steel water bottle to reduce single-use plastic, this HTS initiation was supported by the Press release by the Department for Environment, Food & Rural Affairs in line with The Rt Hon George Eustice MPs’ Plans to ban single-use plastics on Published 20 November 2021. Furthermore, HTS Investment in LeMones bottles will support significantly reducing plastic bottles' carbon footprint, which is our contribution to fighting climate change. HTS continuously encourage the team members to walk or ride a bike instead of driving which will reduce greenhouse gas emissions. For longer distances, we encourage our employees to take a train or bus and carshare whenever possible. "

  Covid-19 recovery

  Covid-19 recovery; ; HTS bring the same passion and commitment to our communities and society as we do to our clients and the work, we deliver every day. We are providing insights and guidance to small businesses searching for ways to cope with the operational stress generated by COVID-19. Our teams organised the donation and delivery of hundreds of thousands of personal protection and medical equipment pieces. HTS has donated and delivered thousands of meals to the places and people that needed them. We are committed to supporting various food back supplies, contributing to charity fundraising to serve the vulnerable and less privileged ones in our society. We believe that today's young generation is the future of our economic stability. Hence it is essential to bring them up to speed by developing modern skills and knowledge by fostering their future through apprenticeship programs. We are glad to declare our strategic plan to introduce a range of degree apprenticeship programs to support our government's economic recovery.

  Tackling economic inequality

  Tackling economic inequality; ; Tackling economic inequality HTS, we believe that today's young generation is the future of our economic stability. Hence it is essential to bring them up to speed by developing modern skills and knowledge by fostering their future through apprenticeship programs. HTS is committed to tackling economic inequality from the root level. We are glad to declare our strategic plan to introduce a range of degree apprenticeship programs to lower the unequal distribution of income and opportunity between different diversity/groups in our society and to support our government's economic recovery.

  Equal opportunity

  Equal opportunity; ; About 48 % of the HTS workforce is Black, Asian and other Minorities. Also, about 40% of our employees are women. We are an equal opportunity employer and we understand and also experience the benefits of having a diverse workforce. The first benefit is diverse viewpoints. Because of our different backgrounds, we all have different experiences, skills, lifestyles and beliefs that we use when formulating strategies and decisions. Because of this each of us tends to look at problems through a different set of lenses. A variety of diverse people working together to solve a problem results in a more holistic view which ultimately results in higher performance. Diversity has also been shown to result in innovation. As a diverse and inclusive workplace, we make everyone, regardless of who they are or what they do, feel equally involved in and supported in all areas of the workplace. Since we understand the importance and benefits of a diverse workforce, we conduct diversity training for our employees every year. As a result, we have reduced employee turnover costs by reducing internal disputes and grievances, have increased productivity and revenues. We have improved accessibility to new and diverse customer markets too. HTS has incorporated diversity into company policies and practices. We are open to developing or amending workplace policies to be more inclusive and diversity-friendly, from hiring practices to performance reviews, promotions, and benefits. We provide special high-valued internships(and training) and provide the CPD and support them to get certified so that they will be able to advance more quickly in key roles within the organization.

  Wellbeing

  Wellbeing; ; Our strength and most valuable assets are our consultants/experts/resources/staff. Therefore, we always look after them and their loved ones. We help them to enhance their knowledge and career/professional development with training and support to get certified. We have experienced over the years that our staff stays with us in long terms as we take good care of them and they are very happy to work with us long term. We hold weekly standup meetings (All our consultants in different projects join) to share knowledge and experiences, solve problems (if any) etc. We have a mental health champion, who joins in our weekly standup to give some tips and advice. Also, we conduct monthly mental health sessions with our mental health champion and that has been very useful, especially during the lockdown time as well as when returning to work after lockdowns. Lockdowns have affected different people in different ways, and it is only normal to feel uncertain. Many people feel confused, worried and apprehensive about going back to the workplace. All our line managers regularly hold meetings with their team members and that allow all members to express themselves to their immediate superior, not only the work-related issues but also their personal issues (if any). We have created an atmosphere, for every staff to communicate freely in writing or oral. Also, regularly we get feedback from them to know the mental conditions of each of them and escalate if there are any issues. We use questionnaires and interviews for this close monitoring.Furthermore, we get 360-degree feedback (self-evaluation, evaluation from supervisors, from clients, from suppliers etc.) on each employee to measure their performance, twice a year as well as at the end of any project. Our annual medical tests also help us to measure the mental conditions of our staff.

Pricing

• Price: £450.00 to £750.00 a unit a day
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We provide free initial consultation meetings and demonstration of services and solutions we can provide.

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 amri.nazeer@hypertalentsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.