NTT DATA Business Solutions (UK) Limited

NTT DATA Business Solutions – ServiceNow Service Operations

Service Operations is a combination of multiple business functions within the ServiceNow platform. The primary functions include IT Service Management and IT Operations Management.

Features

• ServiceNow Advisory and Strategy
• ServiceNow Implementation
• ServiceNow Ongoing Support and Enhancement
• ServiceNow Expertise
• ServiceNow Roadmap
• ServiceNow Design & Definition
• ServiceNow Managed Services
• ServiceNow Service Operations–incident, problem and change, application service visibility
• Certificate Management–automated certificate life cycle management
• Cloud Management–cloud governance, provisioning and cost control

Benefits

• Maximise Business Outcomes and ROI from ServiceNow Platform
• Existing ServiceNow Platform Optimisation
• Advanced Adoption of Digital and IT Operations Best Practice
• Implementation and Best Practice ITSM and ITOM Accelerators
• Workflows to manage and deliver IT services to your users
• Increase your agents' productivity, resolve issues quickly/improve user-satisfaction.
• Unified platform for visibility, service management, and optimise cloud resources.
• Certificate Management to help keep your TLS/PKI certificates up-to-date
• Centralised inventory and on-point automated renewal workflows of certificates.
• Discover deployed certificates automatically with your inventory in one place.

£0.20 to £19,960 a unit a month

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 philip.newman@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

452595560919323

Contact

Philip Newman
07554555951
philip.newman@nttdata.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: ServiceNow is a single architecture platform that provides capabilities across multiple business functions within an organisation. These functions can include, but not limited to, Service Management, Operations Management, Security, Asset Management, to name a few. ServiceNow does provide integration capabilities with other technologies.
• Cloud deployment model: Private cloud
• Service constraints: No service constraints. ServiceNow maintenance is handled by the always active architecture of the platform. Upgrades to the platform are twice annually and the customer handles the upgrade process according to their processes internally and time constraints internally. Not dictated by ServiceNow.
• System requirements:
  • Datacentre Discovery
  • 1 GB of JVM memory
  • Minimum CPU configuration at a quad core processor
  • 2+ GHz and with standard configuration of 25-concurrent thread

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The ServiceNow platform support times are defined by their SLAs defined in their standard support contracts. NTT DATA Business Solutions operate our own support SLAs which we update regularly. ; ; Hours: All support tools and materials are available 24 hours a day. The Technical Support team is available 24 hours a day, 7 days a week, including all holidays. ; ; Online support: All resources that comprise the Technical Support ecosystem are available at the Now Support portal. Customers receive user IDs during the implementation process. ; ; Phone support: For information, see our Contact Us web page.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: There is an online portal that customers can log into to access and assess the status of their tickets. There is also an online chat bot that can be used to ask questions about the state of their tickets.
• Onsite support: Yes, at extra cost
• Support levels: Our customer support teams for platform incidents use the ServiceNow Incident Management application to manage issues and product defects based on incident priority: ; ; P1-Instance Unavailable-30 minutes-Continuous ; ; P2-Mission critical defect-2 hours-Continuous ; ; P3-Significant request or defect-1 business day-Business hours ; ; P4-Important request or defect-N/A-Varies ; ; Support Centres are located in the US, UK, Netherlands and Australia. In country language support is provided for France, Germany, Italy, Japan, Netherlands, and Spain during local business hours. ; ; We do not offer any additional Support Levels based on cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All customers will be supported in their initial, and then ongoing, use of the ServiceNow solution. We have a proven on-boarding and enablement framework that ensures the customer can on-board their ServiceNow environment and leverage it fully in their business environment. There is also an online training academy that users can sign up to and become certified ServiceNow operators. Users can build their ServiceNow skills and unlock the possibilities of the Now Platform® with self-paced courses, real-time training sessions, and career journeys.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: ServiceNow can provide customer data in its standard database export format. These formats include but not limited to: ; Form export.; List export.; Scheduled export with reports.; Direct URL access. ; Web services/SOAP.
• End-of-contract process: ServiceNow has several options for an exit management plan. At least thirty (30) days prior to either the expiration of the Subscription Term (where the customer elects not to renew) or in connection with the termination by the customer of the Subscription Service in accordance with ServiceNow's General Terms and Conditions, the customer may purchase the following services: (i) one (1) extension of the Subscription Service for up to six (6) months ("Transition Subscription Service"); and (ii) Professional Services. The customer pays in advance for the Transition Subscription Service at the monthly subscription fee rate charged to the customer in the expiring Order Form plus an additional ten percent (10%). The customer pre-pays for any Professional Services ordered during the transition period plus verifiable travel and expenses. The parties sign a mutually agreed upon Order Form setting forth the fees and purchased Subscription Service and Professional Services prior to the commencement of any Transition Subscription Service or Professional Services.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ServiceNow users can access their ServiceNow instance from a web browser on your desktop or mobile device or from the native mobile app. The mobile UI varies depending on your device, whether you are accessing your instance from the native app or from a mobile browser, and depending on the way your administrator configured the mobile UI for your company. Most of the functionality is available as per the desktop browser, but some of the graphics will be available.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: N/A
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Inbound web services, such as the REST API, allow you to interact with ServiceNow instance data using web service requests. ServiceNow outbound REST functionality allows you to retrieve, create, update, or delete data on a web services server that supports the REST architecture. ServiceNow integrates with many third-party applications and data sources. A variety of techniques can be used, most notably Web Services, JDBC, LDAP, Excel, CSV, and Email, as well as any industry-standard technologies that use REST, SOAP or WSDL. With the correct permissions users can use these API's to bring data in and out of ServiceNow. Users who create these tend to be power users or Admin users.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ServiceNow users can, with authorisation customise multiple aspects of the appearance of the platform and in areas such as reporting and user forms. ; ; Users can also customise the platform to support a specific use case. An example of this could be storing specific data that needs to be referenced within the ServiceNow platform.

Scaling

• Independence of resources: ServiceNow’s datacentres and cloud-based infrastructure have been designed to be highly available, redundant and scalable and is used by some of the largest organisations in the world with hundreds of organisations operating with tens of thousands of active users per organisation. ServiceNow operate across global datacentre instances with high levels of infrastructure and application redundancies.

Analytics

• Service usage metrics: Yes
• Metrics types: The usage analytics process collects data on all your instances and regularly updates the reports in the Usage Overview and ServiceNow Store Usage Overview modules. Application usage data is collected whenever an application is opened, and counts on tables are collected once a day. Data is collected on: ; ; The number of active users in the system ; ; The hardware CIs discovered (for instances that use Discovery) ; ; The number of cloud management service catalog items available to users in instances that use Cloud Management ; ; All users with the admin role can view Usage Overview and ServiceNow Store Usage Overview reports.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: ServiceNow offers a variety of ways for administrators and users to export data: ; ; Form export. ; ; List export. ; ; Scheduled export with reports. ; ; Direct URL access. ; ; Web services/SOAP.
• Data export formats: CSV
• Data import formats: CSV

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: ServiceNow provides 99.8% availability (calculated monthly) for production instances. This design includes redundancy and fault tolerance of the entire ServiceNow application and platform stack, including electrical, cooling, network, security, and server infrastructure. ; ; Over the last 3 years (2014-2016), ServiceNow have averaged 99.995% availability and have not fallen below 99.8% (contract SLA) in any quarter. In 2016 ServiceNow averaged 99.996% and did not fall below 99.8% in any quarter.
• Approach to resilience: ServiceNow’s data centres are arranged in pairs. All customer production data is stored in both data centres and kept in sync using asynchronous database replication. Both data centres are always active, each with the ability to support the combined production load of the pair. A production instance from one customer may be operating out of one data centre in the pair and a production instance of another customer from the other. ; ; More details available on request. ; ; ServiceNow maintains continuous, asynchronous replication from the database in the current primary data centre (read-write) to the secondary data centre (read-only). To transfer a customer instance from a primary data centre to a secondary, ServiceNow designates the secondary to be the primary and the primary to be the secondary if it still exists. ; ; ServiceNow’s data centres and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple diverse network paths to avoid single points of failure.
• Outage reporting: ServiceNow have a customer portal where all requests, changes and incidents can be logged. Customers also now have complete transparency into the real availability of their production and non-production instances. ; ; Users can view the impact severity of issues and even drill into incident records to view details for problems. It is this level of transparency that further sets ServiceNow apart.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: By User Access control lists and Groups and user roles ; ; All ServiceNow staff are placed into Groups and have a user role, these groups and roles have access rights attached to them. Any personal that try to access an interface will have their group membership and user role checked and if they do not belong to the user role and group that is required to access that particular interface then access will be denied.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor 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 have access to real-time 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: Schellman
• ISO/IEC 27001 accreditation date: 17/06/2021
• What the ISO/IEC 27001 doesn’t cover: None. Our ISO27001 certification is renewed on a regular basis.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 26/01/2015
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: ServiceNow has completed a version of the CSA CCM document internally as well as the self-assessment, to make the document more informative, however it contains information that is only able to be shared under the protection of an NDA. ; ; CSA STAR certification: The CSA STAR certification is effectively an ISO 27001 audit and certification process. ServiceNow is already an ISO 27001 certified organization and will not repeat the exercise to be certified with a second nearly identical certification program due to the significant cost of this type of program. ServiceNow can share its ISO 27001 certificate as evidence of its certification status. ; ; CSA STAR attestation: The CSA STAR attestation program is effectively the same as an SSAE 16 Type II SOC2. ServiceNow holds an SSAE 16 Type I SOC , SSAE 16 Type II SOC1 and an SSAE 16 Type II SOC2 and therefore does not plan to undergo the CSA STAR attestation. As with the certification program ServiceNow will not attempt to undergo this program as it already holds this attestation and the cost of undergoing the audit process does not make sense due costs in running this audit process. These attestations can be shared under NDA.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SSAE 16 SOC 1 Type 1
  • SSAE 16 SOC 1 Type 2
  • SSAE 16 SOC 2 Type 1
  • International Life Science
  • FDA QMS (based on ISO 9001)
  • FedRAMP
  • FISMA Moderate Agency ATO
  • Multi-Tier Cloud Security Standard (MTCS) Asia

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: OpenText has a Global Information Security Policy based on ISO 27001:2013. The details of this policy are confidential. If required, OpenText will be prepared to discuss this policy and details of how these policies are followed on a one to one basis with our customers subject to an agreed NDA.

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 has a formally documented change management process that uses an internal ServiceNow instance to track change requests and approvals. All changes to production environments must go through the change management process. Change requests must include the change procedure, risk, and back out plans. Change requests are reviewed and approved by the Change Advisory Board (CAB). All assets are tagged and tracked though the ServiceNow CMDB.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: With each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. Once it is determined that a patch needs to be deployed, the process then follows the Change Management process to identify the assets, the risk and potential impact to the environment, the testing process as well as the timeline for deployment. Remediation timeframes are subject to ServiceNow's Vulnerability-Management-SOP. ; ; This process is audited using vulnerability management tools. This covers all components of the infrastructure in the datacentres, and it includes the operating systems and the application level.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: ServiceNow has an implementation of Sourefire for IDS and Splunk for SIEM. The IDS system monitors inbound traffic in the DMZ. Splunk does log collection on network devices, IDS and servers used to support customer information. ; ; These systems are monitored with both proactive alerting and regular log files reviews. Events are responded to within 24 hours.
• 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 has a formal documented Security Incident Response policy, process and workflow which aligns with NIST 800-61. ; ; ServiceNow Incident Response process includes event discovery, triage, escalation, notification (including customer notification) remediation, and post-mortem review.

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

  NTT DATA established the Climate Action Committee (now the Green Action Committee) to lead our climate change initiatives. In October 2021, we created the Green Innovation Office with a focus on advancing green innovation. We are an active steering member of the Green Software Foundation, which is committed to continuous emissions reduction within the ICT industry. ; NTT DATA aims to achieve net zero for direct and indirect emissions from its own operations for data centres by 2030, the entire company including offices and other facilities by 2035, and its entire supply chain by 2040, with an immediate aim to reduce GHG across the organisation by 50,000tons by 2025.; One of these initiatives is our “Work Where It Works” scheme, which gives employees more freedom over their work location. This has reduced the proportion of time our staff spend in office locations which, in turn, has reduced the carbon emissions associated with business travel and employee commuting which are our two biggest contributors to our carbon footprint.; A second initiative we offer is a subsidised electric car scheme and preferential deals on electric vehicles to encourage employees to switch from away from diesel and petrol vehicles to an all-electric vehicle. ; We operate our “One Day, One Tree” campaign, where we provide a tree planting donation every quarter, with a seedling planted for each recorded day in UK consulting. Over the last 2 years, we have we donated 101,833 trees to 7 different international projects, ultimately absorbing approx. 2,036tons of CO2 every year. ; We analyse our carbon footprint annually and report our results publicly via the SECR (Streamlined Energy ad Carbon Reporting) and ESOS (Energy Savings Opportunity Scheme). We action any recommendations from the consultancies involved in the audits.

  Covid-19 recovery

  Prior to the pandemic, NTT DATA were already ahead of their competitors in terms of flexible working. Post pandemic, this commitment has been recognised by NTT DATA, and remote/flexible working has become our new norm through our “Work Where It Works” initiative, which ultimately allows all employees more freedom over remote and hybrid working. ; During the pandemic, strict Health and Safety protocols were implemented and maintained in all NTT DATA office locations, including regular sanitisation, social distancing measures and access to testing and vaccination information. Whilst these have eased post pandemic, there is still a firm focus on making every NTT DATA office a safe and welcoming place to work. ; Our people are at the heart of everything we do, and it was vital, both during and post the pandemic, to find ways to keep employees engaged and connected, even if they are working remotely. NTT DATA host regular formal and informal get-togethers across business units, with each team having their own informal weekly team meeting, and monthly check-ins between employees and line managers to ensure wellbeing. ; Furthermore, the pandemic had a significant impact on mental health, which NTT DATA have responded to by providing mental health support, such as mental health first aiders and counselling services to help employees cope with stress and anxiety. ; NTT DATA continuously monitor the World Health Organisation for updates and new guidance, and subsequently follow a defined process for implementing and communicating any changes throughout the organisation. The leadership team also take the WHO status into consideration whilst reviewing and adapting business operations based on the current situation and forecasts, and in preparing comprehensive contingency plans that outline steps to be taken in case of future/similar disruptions.

  Tackling economic inequality

  NTT DATA have implemented various practices to promote fair treatment and opportunities for all, helping to tackle economic inequality. ; NTT DATA ensure all employees receive not only a competitive salary, but comprehensive benefits which support financial stability, including healthcare, pension schemes and paid leave. ; We recognise and value talent and offer clear career development pathways which are accessible to all employees, regardless of their level within the company. To help maximise employee’s potential and improve employability, NTT DATA provide a range of training and further education, including enrolment in one of the top business schools and mandatory CPD hours. We also encourage employees to volunteer their time and skills with organisations tackling economic inequality issues. This fosters social responsibility and connects the company to the needs of the community.; Additionally, in line with our DEI policies, NTT DATA are committed to diversity and inclusion in hiring by reaching out to underrepresented groups, using unbiased recruitment tools (and delivering unconscious bias training), and creating an inclusive workplace culture that values different perspectives.; NTT DATA strive to maintain sustainable business practices and ultimately reduce environmental degradation, which disproportionately affects low-income populations. ; This extends to ensuring we operate responsible supply chains, working only with ethical suppliers and partners who adhere to fair labour practices, pay fair wages and provide safe working conditions.

  Equal opportunity

  NTT DATA is an equal opportunity employer and is fully committed to a policy of treating all employees and job applicants equally.; ; We have a zero-tolerance approach to any form of behaviour which leaves an employee ; feeling discriminated against, bullied or harassed and we will treat any complaints of this nature ; seriously. Discrimination, bullying or harassment based on protected characteristics is not tolerated at NTT DATA under any circumstances.; ; Gender equality and diversity are issues of major importance to NTT DATA, and we believe that DEI is indispensable for the development of our company, and it is clearly stated in the NTT DATA Group Code of Conduct. ; Staff diversity is promoted at all levels of the organisation by several measure and activities, including a variety of networks within NTT DATA that were created to promote a safe space for minorities to connect with their peers across the organisation, including:; • Women in Business ; • Fathers Network ; • LGBTQ+ ; • Family & Co ; • Dis-/Ability ; The Women in Business initiative, as an example, if part of a wider strategy geared at NTT DATA increasing the percentage of positions held by women within the organisation. Currently, this sits at 31.05%, with a view to increase this to 33.33% by 2028. In addition, NTT DATA strive to have women make up no less that 20% of the Global Leadership team within the same period. ; In order to achieve this, NTT DATA offer a number of programs to support young women in the workplace, along with flexible working and enhanced family-friendly policies, along with the unwavering commitment to recognise, nurture and promote talent, regardless of age, gender, race, disability and/or sexual orientation.

  Wellbeing

  In 2024, NTT DATA was one of the only 17 organisations to be recognised as a Global Top Employer, for our outstanding People policies and practices worldwide, by Top Employers Institute. ; Achieving this award is a testament to the priority NTT DATA put on the wellbeing of our people. ; NTT DATA recognise the importance of work/life balance, and in giving employees flexibility, which is reflected in our “Work Where It Works” policy previously referenced, and our “Free Friday” initiative, which sees every employee in NTT DATA eligible for 12 days leave in addition to the standard annual leave entitlement, in the form of one Friday off every month. ; NTT DATA also partner with Help@Hand to offer total health and wellbeing support for employees and eligible family members, via their app, which includes:; · 24/7 Helpline & Remote GP ; · Mental Health Support ; · Physiotherapy ; · Financial & Legal Support ; · 360 Wellbeing Scoring & Guidance ; · 1-2-1 Lifestyle Coaching ; · Special offers to support everyday finances ; We also have a dedicated fit-solutions team, who are tasked with coordinating virtual and in-person events for all NTT DATA entities, with annual events such as:; · World Health Day; · NDBS Soccer Cup ; · International Yoga Day ; · World Mental Health Day ; NTT DATA recognises that for some, wellbeing is found through charity work, and therefore we foster an environment that supports employees involved in charitable causes, with paid days off for charity work, options to be involved in global/company outreach programs, and of course, support of our own employees fundraising activities.

Pricing

• Price: £0.20 to £19,960 a unit a month
• 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 philip.newman@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.