IBM United Kingdom Ltd

IBM ServiceNow Managed Service

ServiceNow ITSM Managed Service in a Europe-based multi-tenant Platform. IBM offers a managed service, hosted and fully managed by IBM, that provides full ITSM capability. Clients can be up and running in a matter of days, and benefit from full 24/7, 365 day service

Features

• Connected ecosystem to accelerate value through  standardized and streamlined integration
• Join workflows and processes by eBonding with enterprise customers
• Streamline and automate service availability and quality of data
• E2E visibility to all cross function teams interactions
• ServiceNow ITSM solution, hosted by IBM
• Secure Client-specific partioning
• Individual workflow processes
• Provide employees 24/7 self-service options

Benefits

• Fast service start-up, onto an exisiting ServiceNow production service
• More cost effective than Client-direct purchase, ideal for smaller clients
• Harmonize the people, process, and technology across service management capabilities
• Digital Service Management transformation capabilities including DevSecOps, AIOps, and Governance
• Provides a 360-degree view of service management and related data
• 30% lower cost
• 99.99% availability

£65 a user a month

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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

515727081216363

Contact

Anne-Marie Wheeler
0207 202 3000
ukcat@uk.ibm.com

Planning

• Planning service: Yes
• How the planning service works: IBM takes on management of your new or existing ServiceNow platform, including resolving incidents, delivering minor enhancements, and ensuring that annual upgrades are completed to ServiceNow’s required schedule.; ; The size of the support team and support hours are flexible to reflect your adoption of ServiceNow and its importance to your critical business services. Typical options selected are UK working hours only and UK working hours with 24/7 on call support.; ; Upgrades are performed in accordance with the ServiceNow Implementation Methodology including thorough testing to ensure service continuity.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: ServiceNow

Training

• Training service provided: Yes
• How the training service works: IBM offers a range of training services for ServiceNow deployment and support engagements, including “Train The Trainer”, WalkMe guided education, or full ServiceNow Training Academy. ; ; Training planning starts with the Training Needs Analysis (TNA). The TNA assesses the target audience and their training requirements to identify what training is required and how it should be delivered. This will be tempered with the application of real-world constraints and IBM’s knowledge of conducting TNAs and delivering successful training and business change. ; ; The Academy is a training & education solution fully tailored to the Client ServiceNow instance and content, providing full certification and badge recognition, and endorsed by ServiceNow. IBM can set-up and operate this service or set-up and hand over the service to the Client to operate.
• 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: Design key operating model capabilities; evaluate implications of the target op model and change management required; Base designed on Service Now and Best Practice/ Out of the box processes; Define handoffs to other processes / functions; Justify proposed changes to standard processes; Develop the prioritized list of capabilities and their implementation plan; Understand Gaps from current As-Is; Prioritise Changes; Develop Implementation ; Plan and Costs Model (People, Processes & Technology); Refine and Finalize the Target Operating Model blueprint; update benefits case evaluating PoV’s; Review and Approve Implementation Plan
• 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: IBM’s Quality Engineering and Testing service provides consultancy, delivery and transformation across the full project lifecycle including Performance testing. Our QE methods, tooling and approach aligned to industry standards like ISTQB provide clients with reliable test approaches and cost-effective teams who drive innovation and efficiency. Our Non-Functional specialists focus on service outcomes, resilience, performance, and scalability as well as operability and security of the service. We work collaboratively with our clients to define user processes, critical functions and features ensuring they are functional but also performant and operational.

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
  • Other
• Other security services:
  • Managed Security Services - SOC
  • Cloud Security Services
  • Security Intelligence Services
  • Data and Application Services
  • Identity and Access Management Services
  • Infrastructure & Endpoint Security Services
  • Security e-Learning Services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Other
• Other security testing certifications:
  • OSCE
  • OSCP
  • OSWE
  • OSWP
  • OPST
  • GWAPT
  • GREM
  • GSEC
  • GXPN
  • GMOB

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Platform and Application Administration ; Application and Platform performance measurement, reporting, and analytics.; Product enhancements and manage production-instance releases.; Platform and Application Family release upgrade planning and execution.; Full end to end support, 24 by 7, 365 days per year; Comprehensive SLAs and CSLs

Service scope

• Service constraints: The Client will not own the ServiceNow instance

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24/7, 365 days per year for Critical or High severity incidents
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: None or don’t know
• How the web chat support is accessible: Full ServiceNow portal; Desktop or mobile; Features include service catalogue, incident and request logging and tracking, knowledge management
• Web chat accessibility testing: Users can also individually enable user preferences for themselves to meet their specific accessibility needs.; ; The platform includes features that support Web Content Accessibility Guidelines (WCAG) 2.0 level A to make the interface more accessible to all users. These features improve the user experience when accessing the instance with screen readers and keyboard navigation.; ; Accessibility features are not enabled by default because some features are user specific. Administrators have the flexibility to enable features globally or for individual users.; ; All of these options can be configured globally or for specific users.; Enable the accessibility option.; Disable the list editor feature.; Enable the high contrast theme.; Use skip links.; Disable first field focus
• Support levels: Priority Response Time Resolution Time; 1 - Critical 1 hour (24x7) 8 Hours (24x7); 2 - High 2 hours (24x7) 48 hours (24x7); 3 - Moderate 6 business hours 5 Business days; 4 – Low 2 business days 3 Business weeks; Note: A Business Day equals 9 hours/day – 8 AM to 5 PM weekdays, excluding weekends and holidays ; ; Longer support hours are available at additional cost. ; Account and technical support is provided

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: Bureau Veritas Certification Holding SAS –UK Branch
• ISO/IEC 27001 accreditation date: 19/12/2018
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 30/07/2018
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not applicable
• PCI certification: Yes
• Who accredited the PCI DSS certification: TBC at Call-off level
• PCI DSS accreditation date: TBC at Call-off level
• What the PCI DSS doesn’t cover: TBC at Call-off level
• 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

  IBM are committed to achieving net zero greenhouse gas emissions globally by 2030. On this path, IBM are on track to have reduced greenhouse gas emissions by 65% (against 2010 base) in 2025, and 75% of our global electricity consumption will be from renewables by 2025. The IBM UK Carbon Reduction Plan (CRP) is published annually in which we report progress in achieving Net Zero; most recent in September 2023.; In fulfilling our responsibilities under our contracts, our staff operate in line with our IBM Environmental Policy and implemented through our worldwide Environmental Management System (EMS), which covers objectives including achieving our net zero greenhouse gas commitment, reduction in water use, reduction in waste going to landfill, creating green space, enhancing the natural environment and improving air quality. Local initiatives are in place around IBM and client’s locations, promoting e.g. shared or zero-carbon travel, various cycle-to-work and car-share initiatives/incentives as well as environmentally focused volunteering.; ; To influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection/improvement, we include Social Responsibility and Environmental Management requirements in subcontracts and encourage staff to work with the wider teams on improvements. In some locations, an ‘Environmental Business Resource Group’ promotes Green sustainability, also through community-based activities.; ; In 2020 IBM launched the ‘responsible.computing’ initiative, which addresses modern computing challenges and integrates aspects of sustainability, climate, ethics, openness, privacy, and security. We assess proposed technical solutions against efficient energy usage.; IBM began detailed tracking and monitoring of our environmental footprint in 1990 - being forthright and transparent in our impact long before it was fashionable or required. We have made significant improvements over the last 30 years and will continue to report transparently on impacts and progress, using ‘Sustainable by Design’ framework and tools such as CO2 Emissions-Estimator and/or Envizi.

  Covid-19 recovery

  We have continued promoting initiatives created to support COVID-19 recovery aimed at both communities and our/partners’ workforce. To help local communities manage and recover from the impacts of COVID-19 IBM have created employment and re-training opportunities. IBM provided a free, fully online offering called SkillsBuild Reignite, tailored for job seekers, and those needing to grow their digital skills. Once an initial 30-hours of online learning was completed, Reignite offered free one-on-one coaching, seminars and facilitated discussions from IBM volunteers.; ; IBM encourage our staff, suppliers, and customers to support our local communities through IBM Community Engagement Portal. The IBM.org Volunteer’s Portal manages over 1.3 million hours of volunteering by IBM employees. IBMers are allowed to make a charitable contribution of £7 for every hour of volunteering to their chosen charity.; ; We support our extensive ecosystem of external SME's managing/recovering from the impacts of COVID-19. IBM has invested to help reduce barriers to entry that may preclude participation in delivery by SMEs. This could relate to financial standing, ability to accept risk, invest in bids, or ability to supply sufficient volumes of resources.; ; We have had several initiatives to support staff with the impact of the COVID-19 and extended those initiatives to clients/partners. Mental health support has been available at all times to all of our staff and their families, and we have trained volunteering staff as mental health first aiders, with programmes in place to tailor a gradual return to work e.g. following illness.; ; IBM reimagined many of our workplaces and policies to support COVID-19 recovery. We have implemented our Work from Home Pledge & Hybrid Working Pledge for all staff, which ensures we establish and respect new boundaries and support each other in this new way of working and living. IBM continue promoting an ongoing Hybrid working approach.

  Tackling economic inequality

  IBM invest to understand of the causes and effects of inequality. We run multiple initiatives to attempt to level opportunity, focused on our stated social-responsibility goal to support education and skills development in Science and Technology, with a specific focus on those who may not otherwise be attracted, or have the opportunity, to develop those skills.; ; The ‘IBM Ignite’ scheme, a national Movement to Work programme, offers vocational traineeships and work experience to disadvantaged youth unemployed. Together with City Gateway, our London charity partner, IBM offer 2-week, onsite, workplace programmes to break the cycle of ‘no work experience, no job’.; ; IBM are proud to have created skillsbuild.org. This is a global programme, and for the UK offering IBM have partnered with ACH.org.uk, a social enterprise working to resettle refugees through labour market and social integration, City Gateway, a London charity working with disadvantaged young people, women and families in deprived areas to build skills and ambition, and SaluteMyJob, a charity creating opportunities for ex-Servicemen and women under the armed forces covenant. The SkillsBuild programmes offer training, in-person support, credentials and opportunities to put the learning into practice. In addition to the direct training through charity partners, SkillsBuild is now also available free to all online. The SkillsBuild training gives recognised qualifications to those searching for employment in a digital economy. In addition, the programme gives job-search skills, teaches agile methods and design thinking, and has specific training in growing IT fields, such as cybersecurity, big data, artificial intelligence.; ; IBM UK employ around 100 school-leaver apprentices every year. Our award-winning programme offers apprenticeships ranging from Level 3 to Level 6, with all apprentices employed as permanent employees from Day 1. We also launched Early Professional Affiliates Hiring programme enabling us to further acquire talent from underrepresented groups.

  Equal opportunity

  In 1942, IBM hired blind psychologist Michael Supa to create a programme for hiring and training people with disabilities. Supa then worked in IBM institutionalising disability representation and equality for 37 years, and 80 years after he was hired IBM continue to lead in Accessibility, Inclusive hiring, and Representation to reduce the disability employment gap. The Accessible Workplace Connection portal makes it easy for managers to accommodate IBMers who consider themselves to have disabilities, and all recruitment activities are accessible and open. IBM support all employees in training and developing new skills relevant to them, with at least 40 hours of structured training required every year; called THINK40. The training can link to recognised, external qualifications, building skills relevant to the contract. IBM is accommodating of those with additional needs, ensuring all training is inclusive.; ; IBM believes that a diverse and inclusive work environment drives higher quality delivery. We have created employment/training opportunities for those with protected characteristics in the UK since 1912. Our 300+ employee-led communities support ethnic minorities, neurodiversity, LGBTQ+, females, veterans and more through regular events within their communities. Every IBMer completes regular mandatory Diversity & Inclusion training, including on unconscious bias. Based on 2022 survey nearly 9 in 10 IBMers felt comfortable being themselves at work with ~5,000 more recommending IBM as a great place to work. IBM run a “BeEqual” campaign and programmes, with tens of thousands of employees making a BeEqual pledge of allyship to colleagues from minority groups and 6000 IBMers globally are certified as LGBT+ Allies, with 90+ events across UK and Ireland in 2023 focusing on inclusion, with approximately 3.5K attendees. IBM have a culture of promotion and recruitment aiming to addresses workforce inequality for all to have the opportunity to fulfil their potential.

  Wellbeing

  IBM has an advanced Health and Wellbeing Programme, recognising the criticality and benefits of a healthy and supported workforce. A wide-ranging Employee Assistance Program is provided confidentially to all employees 24/7, at no cost to them, backed up by medical insurance with annual health assessments available. IBM operate a Mental Health First Aid Programme, with over 200 qualified mental health first-aiders volunteering in the UK. These colleagues make themselves approachable as a first step. IBM UK have Disability Confident Level 2 status, winning in 2023 UK-IT-Industry Award – DEI and in 2021 the Best Employer for Diversity and Inclusion award from WM UK, due to the broad focus on D&I throughout the pandemic, including hidden disabilities and neurodiversity. IBM has a global neurodiversity hiring program (ND@IBM).; In the new model of home/hybrid working, various initiatives have been created to maintain and improve both mental and physical health when working remotely. The IBM Working from Home Pledge includes commitments to take time out for yourself, and to check-in regularly on colleagues. It was recognised that working alone can be challenging for some, and regular sessions, support programmes and training in place to keep people connected. Managers have undertaken training to recognise those struggling and have tools of early support. A “2020 health challenge” was taken up by 20% of the permanent employee population, with 69% of participants reported being less stressed, 74% exceeded 10,000 steps a day. We continue organising ‘Exercise challenges’ on miles walked/weight loss linked to e.g. World Heart Day. Ergonomic equipment to create a better working-from-home environment is available to all.; ; Within projects/programmes, and as part of contract delivery, IBM seek to make these various initiatives available to joint team of staff/suppliers/customers and communities. Project and colleague-based support and health initiatives are expanded where possible to all.

Pricing

• Price: £65 a user a month
• Discount for educational organisations: No

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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.