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

£575 to £975 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 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

451871233614177

Contact

Sales
0161 207 2272
sales@scarce-it.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: This relates to a managed support service provided by Scarce IT Services for the day to day support of your ServiceNow environments. It assumes client is an existing ServiceNow customer and has an existing implementation. If not, implementation and licensing services are available as separate services if required.
• Cloud deployment model: Public cloud
• Service constraints: Customer must have purchased ServiceNow licences from ServiceNow or from a registered ServiceNow sales partner. Customer must have implemented ServiceNow previously in order to require the support service. Scarce can facilitate both licensing and implementation separately if required.
• System requirements:
  • Client must own ServiceNow licences
  • Client must have already implemented ServiceNow
  • Client must have access to the internet

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: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• 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.
• Onsite support: Yes, at extra cost
• 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. ; ; Drawdown comes in four packages of resource hours (150, 300, 500, 1000) that can be used for incidents, requests, enhancements, training, guidance, projects, etc. All are to be consumed within 12 months. Included free with every package is the service set up for your instance. ; ; Single point of contact, available via Teams (chat, call) or Email throughout the service window, backed by a PMO and CoE to ensure you receive the resources you need when you need them. Account Manager, with monthly performance check-in calls.; ; In addition to support, we provide full project services, should the client ; decide to implement a new application or module on the NOW Platform.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: This is a professional services engagement to support a client's implementation of a third party software platform (ServiceNow). ServiceNow platform training and documentation is is also available and can be arranged in line with client requirements.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: N/A
• End-of-contract process: The support contract includes the provision of technical expertise for the period of hours purchased. When hours are purchased the client gains access to our ServiceNow service desk through instant chat, incident creation, request creation, change creation etc, also by email. Support covers every aspect of the platform which the client has already implemented at the point the service starts. Future development work would be done either by Scarce or by an approved ServiceNow partner. If a partner is used, Scarce reserves the right to review, approve or reject changes if in its opinion the change creates a risk to platform stability. It would work with the partner to resolve such issues where reasonable, in the best interests of the client.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ServiceNow works fully on mobile and tablet and our services can be accessed via those versions.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The clients own ServiceNow system acts as the interface to our support service. Clients can raise incidents or requests in their system and assign them to our queue, which through a small integration will instantly notify our service desk, who will acknowledge and assign the ticket our side. Everything operates inside the client's ServiceNow instance, meaning service performance can be reported internally.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: No
• Customisation available: Yes
• Description of customisation: Best practice is not to "customise" the ServiceNow platform but to "configure" it to model your organisation's processes. Scarce will work with your organisation to understand your processes (and help improve where recommended) and identify all configuration to support the new processes. This configuration set will be delivered in line with your priorities via Agile as part of the overall project scope.

Scaling

• Independence of resources: Implementation work orders will ring fence the technical, project and architect resources required to deliver the entire scope of work.

Analytics

• Service usage metrics: Yes
• Metrics types: Scarce monitor all our service levels to ensure you are receiving the highest level of service from us. This is achieved through dashboards and reports that we define and share with you. Your account manager will arrange regular meeting with your service owner/manager to review and deal with any issues early.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: ServiceNow (licensing)

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: ServiceNow offers two data at rest encryption options selectable by the buyer.; 1. Full disk encryption: (self-encrypting hard drives using AES256 bit encryption). ServiceNow can facilitate this at additional cost, protects against data exposure through theft/loss of hard disks storing customer data; OR; 2. Column encryption (data encryption using AES128/256 or 3DES symmetric key encryption). Restricts searching and reporting of data stored in these columns.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The ServiceNow platform is versatile in enabling users to extract data in dashboards, reports or in files of varying types including CSV and Excel formats. Training can be provided to teach users this simple practice if required.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Our service is provided through the buyer's ServiceNow instance inside their network so nothing is in transit outside of the platform.
• Data protection within supplier network: Other
• Other protection within supplier network: Our service is provided through the buyer's ServiceNow instance inside their network so nothing is in transit outside of the platform.

Availability and resilience

• Guaranteed availability: ServiceNow commits to 99.8% monthly availability for customer live environments but typically achieves over 99.99% . Their High Availability design covers the whole ServiceNow platform and application layers.
• Approach to resilience: Both the ServiceNow data centres and their SaaS infrastructure operate as high availability. The buyer's live environment data is held across paired data centre instances which are aligned via asynchronous database replication techniques. This is an Active/Active set up. Continuous asynchronous replication is maintained from the primary (read-write) to the secondary (read-only).
• Outage reporting: Incident tickets, requests and queries can be raised to ServiceNow via their HI portal. However there are no SLA resolution commitments only response commitments. ; ; Scarce offers a Service Desk service enabling incidents, requests, off-catalogue chargeable services and other requirements to be requested and managed under full and competitive SLAs.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Users are restricted by ACLs, roles and groups. Each user is assigned a group and a role, each of which is granted a set of access rights. When a user attempts to access a function, access shall be denied if their role/group does not contain the relevant permissions.
• 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: User-defined
• 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: ServiceNow
• ISO/IEC 27001 accreditation date: 2012
• What the ISO/IEC 27001 doesn’t cover: Details can be found here:; https://www.servicenow.com/company/trust/privacy-and-compliance/compliance-certifications/ISO-27001.html
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 2015
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Details here: ; https://www.servicenow.com/company/trust/privacy-and-compliance/compliance-resources/csa-star-registry.html
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 27018
  • SSAE SOC 1 Type 2 and SOC 2 Type
  • FedRAMP moderate

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: ServiceNow complies with the following (this may not be exhaustive):; FISMA FedRAMP ; SSAE 16 SOC 1 Type 1 &2; SSAE 16 SOC 2 Type 1 ; SO 27001

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: ServiceNow operates an ITILv3 aligned Change Management process through the ITSM application that sits on its platform. All our work (incident resolution, implementation etc) shall follow your CM process as modelled in ServiceNow. Changes are encapsulated in "update sets". ; Should you appoint us as custodians of your ServiceNow instance we shall act as reviewers and approvers.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: This is fully managed by ServiceNow for all its customers. ServiceNow follows the Change Management process to pull in the affected assets and to apply any required patches to address a threat. The buyer's instance is protected using the the High Availability architecture which cuts over to the secondary data centre during patching to mitigate any degradation or availability.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: ServiceNow use Splunk for log collection on all customer instance supporting infrastructure. In addition, Sourcefire is used for IDS to monitor inbound DMZ traffic. Both systems are monitored via proactive alerting (24hr response target).
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: ServiceNow manages the buyer's incidents via ITILv3 aligned best practice using automated workflow inherent to the platform. Their end to end IM encompasses the detection, triage, assignment, notification, resolution and PIR stages. However ServiceNow do not commit to resolution SLAs.; ; Scarce provides assurance to buyers by becoming an SME intermediary and resolving the vast majority of incidents quickly without the need for ServiceNow involvement. This is incorporated seamlessly into your implementation and follows the same ITILv3 best practice approach as modelled in your instance.

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
  • 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: £575 to £975 a unit a day
• Discount for educational organisations: No
• Free trial available: 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.