Deloitte LLP

ServiceNow Design, Development, Implementation and Support

Deloitte is a Global Elite Partner of ServiceNow providing strategy, design, development, implementation, support and run services for ServiceNow, including integration to ERP systems such as Oracle and SAP. Experience in ITSM, HRSD, SPM, PPM, ITOM, GRC, Business Change Management, PMO, Service Management, WCAG, Now Assist, AI and licence resell.

Features

• Integrated Service Management platform, Service Management, user-centric design, transformation
• ITSM, HRSD, SPM, PPM, ITOM, GRC, Legal, Security, Cyber, SecOps
• Integration with ERP, Teams, SAP, Oracle, Intune, Solarwinds, Splunk, SSO
• Now Assist, artificial intelligence, azure open AI, analytics, dashboards, reporting
• Self Help, Self-Service, Virtual Agent, Chatbot, automation, Knowledge Repository
• NowCreate, agile, waterfall, hybrid agile methods and governance
• Technical, User Acceptance Testing (UAT), test scripts, quality assurance
• Service Transition, Project Management, organisational change, process design, data migration
• Ongoing enhancement, development, support, dev/ops and run services
• Road Map, strategy, planning, licence resell, on premise

Benefits

• Embeds Digital by Default service standards internally across your organisation
• Speed to value ‘one stop shop’ for customer services
• Improved customer satisfaction through enhanced user experience
• Enterprise service management for SIAM model across third-party supplier environments
• Comprehensive deployment and transition approach to mitigate operational risk
• Sustainable capability for design, build and operation of solutions
• Enables automation for service delivery, reducing delivery timescales
• Compliant with WCAG accessibility standards, Cyber Security standards
• Social value through improved user experience, reduced carbon footprint, NetZero
• Organisational Change Management, embedding ServiceNow into your organisation

£450 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 publicsectorbidteam@deloitte.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

451656468094419

Contact

Donna Farrell
0207 303 0913
publicsectorbidteam@deloitte.co.uk

Planning

• Planning service: Yes
• How the planning service works: Utilising our ServiceNow expertise combined with our experience in Service Management, Human Capital, Security Operations (SecOps) and Organisational Change Management, we work closely with our clients to help them identify the solution and implementation approach that will best fit with their requirements. This service provides a proven method and approach for analysing, designing, architecting and planning the delivery of integrated ServiceNow solutions. We consider all aspects of the solution delivery including business case development, strategic alignment and planning, procurement, business analysis, design and architecture, development and implementation, organisational change management and training, and ongoing support and maintenance. In implementing ServiceNow we consider the wider implications in using a Cloud based solution for the organisation, specifically will help you answer questions such as: ; 1. How do I realise and demonstrate the business benefits of my investment in ServiceNow? ; 2. How do I embed ServiceNow at the heart of my organisation?; 3. How will I demonstrate compliance against Accessibility, Security and Data Protection regulations? ; 4. How will we integrate with other solutions and service providers to deliver an end to end enterprise capability? ; 5. What capabilities, skills and experience will my new organisation need?; 6. What is my ServiceNow road map?
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: As part of the transition to the new platform we will work closely with our clients to design and implement appropriate training for all required products. This training will be specifically designed to meet your organisational requirements and align with user expectations.
• 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: This service provides a proven method and approach for analysing, designing, architecting and planning the migration to cloud based services or between cloud services for hosting and software. In undertaking end to end IT transformations where we are supporting organisations to redesign and re-configure their IT operating model, we would typically, consider the use of cloud services (e.g. IaaS, PaaS, SaaS) and support our clients to migrate to a cloud environment. This leads on to the business case, planning, procurement, design, build and test, implementation and migration of such cloud services.
• 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: Yes
• How the quality assurance and performance testing works: We have vast experience in designing ServiceNow solutions and our ServiceNow consulting practitioners will closely monitor the implementation of the platform working with the client to agree an appropriate set of performance and user acceptance related tests to be incorporated into the implementation.; ; We are able to offer a quality assurance process around the implementation of ServiceNow, leveraging the Deloitte global network and our unique partner relationship with ServiceNow to provide an independent review and assessment of an in-flight implementation.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • GBEST
  • CHECK
  • CREST
  • Other
• Other security testing certifications:
  • TIBER-EU
  • ICAST
  • CREST Certified Simulated Attack Manager (CCSAM)
  • CREST Certified Simulated Attack Specialist (CCSAS)
  • CREST Certified Tester (CCT) (APP)
  • CREST Certified Tester (CCT) (INF)
  • CREST Practitioner Security Analyst (CPSA)
  • CREST Registered Tester (CRT)
  • Offensive Security Certified Expert (OCSE)
  • Offensive Security Certified Professional (OSCP)

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: We provide support for services that we have built and implemented. The exact scope of support services is agreed on a case-by-case basis to match buyer needs, and can include: ; * First line support for users ; * Second or third line support for users ; * Ticket tracking and resolution ; * Continuous delivery of bug fixes and enhancements (including version upgrades) ; * Monitoring of user feedback, and maintaining backlog of enhancement / improvement needs ; * Continuous improvement services to address further needs.

Service scope

• Service constraints: To gain full value from this service the buyer will need executive level governance to make decisions, resolve issues, set strategic direction, and to provide inputs like: Strategic objectives; Committed delivery milestones; Budget constraints; Driving priorities and Policy. Additionally the service is most effective if linked with the buyer’s internal technical capability and business expertise. The buyer should also consider any other third parties who may need to be engaged as part of the engagement scope. This may require the buyer to facilitate non-disclosure or other commercial agreements for these parties to be engaged in an effective and collaborative way.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Response times dependent on requirements and agreed costs
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We provide dedicated support from a project team, led by a Lead Engagement Partner who is accountable for the delivery of our service. This support is part of our service, and is provided throughout the duration of our service provision. It is typically available during working hours (Monday to Friday) but, with agreement, we can provide service and support for critical deadlines outside these hours.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: ServiceNow

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: 01/04/2022
• What the ISO/IEC 27001 doesn’t cover: The scope of the Information Security Management System is limited to the scope of Deloitte LLP and its subsidiaries in the UK, Gibraltar, Switzerland and Liechtenstein.
• 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

  Deloitte is committed to delivering effective stewardship of the natural environment both with our clients and within communities. We do this through our methodologies, how we run projects, how we work in partnership with our Social Value Delivery Partners and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the Social Value Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of commitments.; We have infrastructure in place to deliver against this theme. Our Social Value Team manages our ecosystem of Social Value Delivery Partners, and shapes our commitments for delivering additional environmental benefits and influencing environmental improvement and protection. This is done in collaboration with our WorldClimate team, Responsible Business team and Net Zero Transformation, Strategy and Innovation Team.; Our WorldClimate strategy focuses on four objectives where we can make the biggest impact: achieving Net Zero by 2030: Operating Green; empowering individuals through education and sustainability challenges/tools; and engaging ecosystems by collaborating with our clients, alliance partners, NGOs, industry groups, suppliers, and others to address climate change at a systems and operations level.; Our engagement teams can undertake volunteering activities with our climate related Social Value Delivery Partners as social value commitments, contributing to habitat creation and increasing biodiversity (e.g. WWT, WDC). We also have partnerships where we can co-design commitments around green skills, green jobs and carbon literacy.

  Covid-19 recovery

  Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.; Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met. ; Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

  Tackling economic inequality

  Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.; Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met. ; Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

  Equal opportunity

  Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with this theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to each engagement to agree KPIs and oversee progress and delivery of SV commitments.; Our dedicated SV Team provides the bidding and governance infrastructure to deliver against all 5 themes. The team manages our ecosystem of SV delivery partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes are met. ; Via our social impact strategy, 5 Million Futures (5MF), we also have access to a broad range of societal partners across 24 geographies in the UK, 16 nationwide partnerships and 34 partnerships with schools. The priority areas within our strategy are digital skills, education and employability, with inclusion at their core. The Strategy focuses the firm's resources and efforts on addressing inequality, helping people/communities to develop job skills and recover from the impact of the Covid-19 pandemic, improve educational outcomes and access opportunities to succeed in this rapidly changing economy. We have also co-developed a range of products and services with our 30+ Social Value Delivery Partners, enabling us to deliver a range of activities specific to an engagement.

  Wellbeing

  Deloitte is committed to integrating the five Social Value (SV) themes within the UK Government’s SV Model into engagements through our methodologies, how we run projects, how we work in partnership with other organisations and how we think about the future direction of our business. Specific action we would take to support a client with the wellbeing theme would depend on the scale and scope of the engagement, the SV Model Award Criteria (MACs) deemed relevant to the contract, and the locality/beneficiaries/ communities we are targeting. ; Each engagement will be designed as an impact led service, with Social Value run as a workstream in parallel with the core phases/deliverables of the contract. A Social Value Lead will be assigned to an engagement to agree KPIs and oversee progress and delivery of SV commitments.; Our dedicated Social Value Team provides the bidding and governance infrastructure to support engagement teams. The team manages our ecosystem of Social Value Delivery Partners, shapes our commitments, promotes good practice, and monitors delivery/impact for our clients to ensure the policy outcomes of improving the health and wellbeing within the contract workforce and community cohesion are met. ; We have an extensive programme of wellbeing initiatives, tools and events to support our contract workforce. Our Future of Wellbeing team also specialises in wellbeing impact measurement, strategy, and culture, and can work with clients on improving these areas in their organisation. Their methodology is informed by best practice from around the world (e.g. CIPD, COMB-model of behaviour change, World Happiness Report, BSI ISO 45003, Thriving at work standards Stevenson/Farmer, City Mental Health Alliance).

Pricing

• Price: £450 a unit a day
• 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 publicsectorbidteam@deloitte.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.