Unifii Ltd

ServiceNow Platform Management

Providing ServiceNow support through our Platform Management services which are designed to grow and scale with your needs. Focused on FTE support to either augment or outsource your team we offer both technical and governance services providing a holistic wrapper. Our focus is on delivering ongoing success and true partnership.

Features

• 1st, 2nd & 3rd line support
• ServiceNow system administrator
• ServiceNow developer / Engineering Service
• Enhancements / Continual Service Improvement
• Platform Manager, Architect & Business Analyst offerings
• Architecture good practise with Testing support
• Product Specialists ITOM/ITAM/SAM/SecOps
• Remote Support with knowledge transfer (KT)
• Outsource / FTE Augmentation options
• ServiceNow Centre of Excellence - COE

Benefits

• Outsourced team with complete service ownership
• Experienced UK based resources with great platform knowledge
• Ability to ramp up/down resources to meet business needs
• Having specialists for only as long as they are needed
• Service resilience with blended resource option instead of named resources
• ServiceNow specialist access via elite partner
• Upgrades done by dedicated team with proven methodology
• Equally focused on proactive as well as reactive services
• Fully documented standard operating procedures and accelerators to enable them
• Enhancements for existing capabilities and engineering for new features

£250 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 info@unifii.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

483534928644891

Contact

Unifii
020 3961 6001
info@unifii.co.uk

Planning

• Planning service: Yes
• How the planning service works: Level 3 of the Platform Management Services, includes providing best practise guidance and governance advice to support the roadmap and strategic direction of your implementation.; Our models are based on real-world delivery experience and are used to accelerate time to production not to dictate solution.; Before we begin any form of implementation, we’ll completely immerse ourselves in your business. We’ll become an extension of your team, and get to know all of your business functions, processes and pain points.; Once we have a clear understanding of your business, we can give you proactive suggestions and advice that’s tailored to your unique circumstances. We provide our clients with an unparalleled service that’s based on our in-depth understanding of ServiceNow and driven by our desire to add value, whilst removing the stress that can come with internal changes.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • ServiceNow
  • Office 365

Training

• Training service provided: Yes
• How the training service works: We can provide Knowledge Transfer sessions as part of the service provision.
• 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: Unifii deploy a standard, documented approach to service take-on. This includes defined a defined process and plan, integration into our ServiceNow instance and access to our support portal.; ; Migration to our support service is included in the price.
• 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: Quality assurance is delivered via a monthly service review with our clients.; ; Any escalation points and contacts are also agreed with the client.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Please see the Service characteristics and the Service Definition document.

Service scope

• Service constraints: Support is delivered primarily as a remote offering. On-site can be included for RCA sessions or detailed Knowledge Transfer.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLAs can be shared as part of detailed service definition
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Support levels: Each client will be provided an account manager.; Detailed support requirements will be discussed and corresponding service elements chosen as part of service take-on

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 Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  Unifii’s cloud-based approach throughout our organisation and our affiliates, ensures we contribute to the decrease of energy usage, and also the decrease of emissions as a result of both home and remote working. Unifii does not store data in its own physical servers, but uses the shared infrastructure of our providers, Microsoft and ServiceNow, which enables to lower the energy use and carbon emissions. Unifii stores all data on the cloud and uses electronic signatures via DocuSign, reducing the use of paper and printing material.
• Covid-19 recovery:

  Covid-19 recovery

  Considering the current COVID-19 outbreak, some of the Unifii working practices have been amended over time as the situation progresses and will continue to be amended if and when needed. Unifii delivers all services remotely, in line with Government guidelines, until such time as that guideline is updated. Unifii has adjusted working practices to maximise the efficiency and effectiveness of remote working and works closely with clients to ensure the ways of working are not impacting the quality of the services delivered. From our experience, on-site representation is beneficial for initial workshop sessions, effective knowledge transfer, User Acceptance Testing (UAT), the build up to go-live and at other key phases. Unifii will deliver the bulk of the configuration and data loads remotely or from regional Unifii offices which are setup to allow for rapid configuration and team collaboration. If any on site presence is required, this is agreed at the beginning or duration of a Project with the client.
• Tackling economic inequality:

  Tackling economic inequality

  At Unifii, we believe that our staff are the next generation of industry leaders and for several years we have had a mentoring and training programme for our staff, especially our graduates and interns. Unifii is recruiting directly from the market but also supports the growth of the ServiceNow skills market by participating (and recruiting) in programmes such as the ServiceNow NextGen and having in place an annual internship and graduate recruitment programme.; We believe that learning the theory without applying it in the real world doesn’t help develop our people or our business. We therefore look to bring these two elements together. We ensure that staff are given access to on-the-job training, such as shadowing, coaching, support network as well as technical instructor led ServiceNow training and other non-ServiceNow related training activities. Staff are encouraged to get accreditations where possible for their new skills and all ServiceNow certifications are renewed every 6 months to be recertified for the latest product releases. Across our business, our staff hold 200+ ServiceNow certifications. ; Unifii is a Living Wage employer and we support the career progression of our staff accompanied by annual salary reviews. The Unifii approach to staff development and advancement can only serve to ensure that our clients are given the best possible services from a team of highly skilled and well developed consultants pulling as one for the benefit of our clients.
• Equal opportunity:

  Equal opportunity

  Unifii actively supports Equality and Human Rights legislation. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. Our Grievance Procedures ensure sympathetic handling, and hopefully satisfactory resolution, for all aspects of employees concerns or dissatisfaction. ; We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behaviour and our business requirements. Our career guide and ways of working ensure that our consultants acquire new skills and progress constantly within their career at Unifii. Questions about an individual’s race, religion or belief, sex, sexual orientation, gender reassignment, marital status, pregnancy/maternity status or age are never relevant to our business. Issues of disability are only considered against the particular requirements of the job. Our policy must be strictly adhered to by all our team.; Unifii respects all religious faiths, beliefs and practices equally as they are represented within the workplace. All employees have the right, within the law, to religious freedom and to the peaceful practice and expression of their religious faith. Part of our culture is the expectation and requirement that religious groups and adherents of all faiths within Unifii should accord full respect to the religious faith, beliefs, values and practices of others, and for those who subscribe to no faith. ; As a business, one of our core, founding principles is that we recruit based on knowledge, experience, skills and potential – regardless of any other factors including gender, race, age and religion. Our ethos will always be one of inclusivity and pulling together as a team; supporting each other through tough times and bringing our collective strength to bear for our clients.
• Wellbeing:

  Wellbeing

  The main vehicle for delivering quality work is Unifii’s investment in developing and refining our processes and ServiceNow builds – our thought leadership. We always seek to be ahead to our clients in understanding their problems and coming up with compelling insights and solutions, through the excellence of our experience, thought processes and fact-based analyses. We ensure we have an excellent understanding of the problems our clients face and provide solutions to these problems, through outstanding production of insights and solutions in the work we do for them, to excellent interpersonal and communication skills whenever we meet and converse with our clients. ; Our vision to supporting our organisation’s growth is a growing, organic one and we require all our employees and affiliates to be engaged, to understand their responsibility and to be empowered to focus on serving our clients well with an innovative and value-adding service. Our ways of working demonstrate high regard for our people’s health and safety and wellbeing as well as career progression. We encourage our team to perform volunteer work and we undertake charity fundraisers as a team with activities organised by our social committee. We have provided our team with access to benefits and programmes that support their health and wellbeing (including physical and mental health) as well as soft skills training resources that strengthens their confidence and overall professional and interpersonal skills.

Pricing

• Price: £250 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 info@unifii.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.