AUTOMATEPRO LTD

AutomatePro v6: Automated Testing and DevOps Framework - ServiceNow

AutomatePro is a Test Automation and DevOps platform built within the ServiceNow platform. We enable customers to automatically capture requirements, develop, verify and test, deploy, release and monitor from a single integrated application. Ultimately, allowing customers to deliver change and gain more value through ServiceNow at the speed they require.

Features

• Automated and structured business requirements capture
• Automated Business process mapping
• Automated Testing for ServiceNow, including Integration and UAT
• Automated documentation - user guides, audit trails, test results
• Automatic test creation with Quickstart AI
• Automated continuous deployment process
• Continuously monitoring and alerting of access to privileged data
• Low code / no code solution native to ServiceNow
• Upgrade version comparison and planning tool, upgrade risk reporting

Benefits

• Capture requirements and trace through SDLC for customer sign off
• Rapid automatic deployment of changes. Enterprise scale quality at speed.
• Maximise ServiceNow adoption and investment through faster changes
• End-to-end process testing including customised and configured modules
• Documentation at the click of a button throughout DevOps lifecycle
• Peace of mind. Automatically identify issues with access and performance.
• Rapidly build automated tests and maintain through re-usable model blocks
• Reduce reliance on scarce, expensive technical resources. Democratise test automation.
• Reduce friction between BAs, Devs, QAs, accelerating resolution of errors
• Low risk and low cost upgrades. Manage change with confidence.

£399.00 a licence a month

• Education pricing available
• 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 clients@automatepro.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

447880262617194

Contact

AutomatePro Sales Team
0044 20 3473 2986
clients@automatepro.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: AutomatePro is a scoped application on the ServiceNow platform, therefore a customer must have a ServiceNow subscription in order to install AutomatePro.
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: Must have an active ServiceNow subscription.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard support hours are 9am to 5pm, Monday to Friday. Weekend cover and extended hours cover provided under bespoke support agreement. Response times are as follows:; P1 – Critical​; Any defect that causes the Subscription Service to be unavailable​; 30 minutes​; ; P2 – High​; Any defect that causes a critical function to fail​; 2 hours​; ; P3 – Moderate​; Anything that significantly impedes work or progress​; 1 business day​; ; P4 – Low​; Anything that does not significantly impede work or progress​; N/A​
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: N/a
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide extensive user documentation that is mostly accessible from our Customer Support Portal.; ; In person and online training sessions with one of our experts is available. The format and scope of these is usually discussed as part of the sales process to ensure they are tailored to your needs.; ; Train The Trainer is also available for larger enterprise wide deployments.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: As the AutomatePro application resides on the customer's ServiceNow environment, all their data will remain there for the duration that the ServiceNow environment is not wiped.; ; Data can be exported by the customer from their system in two different ways. You can either use ServiceNow's exporter to export the data from each of the tables in the format of your choice (e.g. CSV, XML), or use AutomatePro's exporter to extract all data in a JSON file. Both methods will download the data files to the user's local machine.
• End-of-contract process: At the end of a contract, AutomatePro will terminate the user accounts used to access the Customer Support Portal.; ; We will also conduct internal processes that ensure any license keys are invalidated to prevent misuse of the service.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users will access and interact with the application via a graphical user interface (GUI).; ; Users are able to access support and documentation services via a separate GUI.
• Accessibility standards: None or don’t know
• Description of accessibility: The AutomatePro app and UI is built utilising standard ServiceNow UI components. For more information around ServiceNow Accessibility standards and UI design you can search online for " ServiceNow product Accessibility"
• Accessibility testing: AutomatePro have not conducted testing of the application for users of assistive technology. However, ServiceNow the platform on which AutomatePro is installed have conducted such assessments and you can find this by searching online for "ServiceNow Accessibility Conformance Report".
• API: Yes
• What users can and can't do using the API: A REST API is used for sending test initiation or cancellation requests to the Controller that resides in AutomatePro's AWS infrastructure.; ; Users configure the API to work by setting values in pre-defined system properties.; ; Users do not directly interact with the API methods, instead the APIs are triggered automatically based on users interacting with specific buttons on the graphical user interface.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The AutomatePro application allows custom actions/checks (interactions) to be created allowing them to test non out-of-the-box functionality in the system they are testing.; ; The custom actions and checks are created through a simple form based user interface.; ; Creation of custom actions and checks requires a specific user role, allowing the customer to restrict who amongst their licensed users can have this elevated responsibility.; ; It is also possible to configure a variety of pre-defined system properties in order to modify the AutomatePro application's behaviour.

Scaling

• Independence of resources: Each customer’s instance runs in customer’s own ServiceNow environment. Cloud server infrastructure is deployed in AWS on a per customer deployment and can scale as required. There is no contention of cloud resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Automation hours, test runs, number of tests
• Reporting types:
  • 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: All customer data is stored in their ServiceNow environment as this is where the AutomatePro application resides.; ; ServiceNow provide a number of encryption levels and customers can request ServiceNow enable database and/or disk encryption at additional costs that are unassociated to AutomatePro.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: ServiceNow has built-in methods for exporting data in a variety of formats. To bulk export records a user should navigate to the list of records and select the 'export' option from the list menu.; ; AutomatePro have also included their own exporter which streamlines the export process of all data in AutomatePro data tables.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99% during a customers core business hours. Any required downtime or planned service interruption as part of maintenance would where possible be conducted outside of a customers core business hours.
• Approach to resilience: ServiceNow’s data centers are arranged in pairs. All customer production data is stored in both data centers and kept in sync using real-time database replication. Both data centers are active at all times, each with the ability to support the combined production load of the pair. A production instance for one customer may be primary out of one data center in the pair while a production instance for another customer may be primary from the other; ; AutomatePro utlise AWS data centres for one aspect of the provided service. AWS state that they "will use commercially reasonable efforts to make the Included Services each available for each AWS region with a Monthly Uptime Percentage of at least 99.99%.
• Outage reporting: ServiceNow have a customer portal where they can report any outages to their ServiceNow environment.; ; AutomatePro also have a customer portal where customers can report any service interruption to the AutomatePro service. Should AutomatePro become aware of any service interruptions, we will notify any affected customers via incident tickets and emails to the customers designated technical contacts,

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Support channels can only be accessed by registered users. A customer is limited to the number of users that can be granted the permissions required for accessing Autotestpro's support channels.; ; Access to the management interfaces built into the Autotestpro support portal are restricted to a subset of registered users. These users when logged in are able to manage the access of other users within their organisation.
• Access restriction testing frequency: At least every 6 months
• Management access 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: Qualitas Veritas
• ISO/IEC 27001 accreditation date: 12/06/2020
• What the ISO/IEC 27001 doesn’t cover: Nil.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO9001

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 9001
• Information security policies and processes: Certified as ISO 27001 compliant.; ; Staff have security clearance tha conforms to BS7858.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All source code is tracked through Jira and stored in a Git repository with code reviews conducted by other developers in the team who match or surpass the developers level of seniority.; ; Technical assessments are conducted against all new feature designs and implementations to assess the risk as an individual component and as part of the complete application.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are identified from a variety of trusted sources including alerts from both ServiceNow and AWS as services from both companies form an integral part of AutomatePro's implementation.; ; Assessments of threats are conducted by a cross-section of AutomatePro's development and security teams.; ; AutomatePro routinely issue monthly or bi-monthly patches which may include minor security updates. Emergency security patches however can be issued and customers notified of their availability within 24 hours depending on the severity of the threat.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We utilise various security controls to automatically alert us of potential compromises in our AWS infrastructure.; ; A defined incident management process exists for all types of incidents regardless of whether they are customer or third-party provider reported or internally raised.; ; Where appropriate alerts are immediately brought to the attention of the technical and security teams. A root cause analysis (RCA) is conducted to ensure the correct remediation is taken. If a compromise is confirmed or strongly suspected then we would inform affected customers at the earliest opportunity.
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents are triaged by a service desk team and where appropriate they are immediately brought to the attention of the technical and security teams. ; ; Customers are able to report incidents and track their progress via our Customer Support Portal. When a customer raises an incident they have the ability to flag it as security related, this in turn will result in its triage being prioritised.; ; A root cause analysis (RCA) is conducted for all security incidents and other incidents identified as critical. Where appropriate these are shared with customers in either HTML or PDF format.

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

• Fighting climate change:

  Fighting climate change

  .
• Covid-19 recovery:

  Covid-19 recovery

  AutomatePro continues to closely monitor the situation of Coronavirus (COVID-19) from both a local and global perspective. Our primary focus is to our teams, our partners and to our customers.; ; Locally we are taking all actions to ensure we comply with official guidance and instructions, to protect our teams and customers
• Tackling economic inequality:

  Tackling economic inequality

  .
• Equal opportunity:

  Equal opportunity

  .
• Wellbeing:

  Wellbeing

  AutomatePro is committed to providing a healthy and caring work environment that promotes and supports positive mental health for our staff and stakeholders. Positive mental health is vital to what we do as a business; it underpins the crucial work carried out to support our clients and partners.

Pricing

• Price: £399.00 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trial period of up-to one month. Initial deployment support.

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