UP3 Services Ltd

Implementation Services

We design, implement and integrate ServiceNow solutions, automating processes across our customers business. We're passionate about solving process problems and our approach is based on years of deploying ServiceNow and Service Management best practice to achieve this. We use agile project methodologies, aligned to ServiceNow’s NowCreate implementation methodology.

Features

• Methodology fully aligned to ServiceNow best practice
• UP3-led workshops to define processes, requirements and priorities
• Templates issued for all core data capture
• Regular sprint planning to agree priorities for development
• Weekly development sprints focused on delivering customer priorities
• Weekly show and tells to demonstrate progress and align expectations
• Functional and end to end testing peer-reviewed for QA
• Fully supported customer user acceptance testing
• Go-live and early life support transitioning to managed support
• Roadmap definition and regular follow-ups for continued success

Benefits

• Customer involvement in every stage of delivery for maximum engagement
• Flexibility to adjust approach and manage change effectively
• Delivery focused on customers actual requirements not generic processes
• Rapid prototyping to demonstrate requirements and reduce risk
• Extensive experience across the platform to fully support our customers
• Fixed duration implementations, driving focus and commitment
• Greatly reduced risk of schedule and budget over-runs

£900 to £1,500 a unit a day

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 matthew.shears@up3.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

523501449262958

Contact

Matthew Shears
0203 432 1432
matthew.shears@up3.co.uk

Planning

• Planning service: Yes
• How the planning service works: UP3 engages in fixed-duration Agile implementation projects. We do so whilst adhering to the ServiceNow best practice NowCreate implementation methodology. With a detailed “Plan” phase being conducted for each initiative, UP3 will work with our customers to: ; - Conduct workshops ; - Identify and agree desired business outcomes and supporting requirements; - Document development stories required to achieve the outcomes ; - Document all technical designs and architecture requirements; - Document full implementation and project plans detailing the order of events and ownership for all project tasks ; - Work in full collaboration with the customer project and product teams to ensure a best of bread solution is maintained at all times.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: ServiceNow

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: As part of the NowCreate methodology followed on all UP3 projects, full architecture designs and technical solutions will be provided where large technological changes are required (structural changes to the platform) and we will work with your supporting technology teams to ensure interfaces with other platforms or technology follow the same standards. ; ; We will also document any processes being supported by the platform which differ from those provided out the box to support any training and business change activities. UP3 Business Process Consultants work closely with our customers’ Business Change Managers to ensure the impact of any changes are understood and managed.
• 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 provide a QA function, incorporating QA and testing on ServiceNow using tools such as Advanced Testing Framework (ATF), and processes such as Peer Review, Test Scripts, Root Cause Analysis on the platform. We use ServiceNow Performance Management Tools to optimise our customers' instances.

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: We support ServiceNow software only

Service scope

• Service constraints: No, support is on-site and remote with global 24x7 cover available.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We provide a full Managed Service to support and optimise ServiceNow for our customers. Response and resolution targets are defined in our SLA's and contractually and operationally agreed with the customer. Typical target response for a P3 ticket would be two hours.
• 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: Yes, at an extra cost
• 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: Testing is documented in the Accessability Conformance Report for ServiceNow webchat, available at https://downloads.docs.servicenow.com/resource/enus/compliance/washington_acr_virtual_agent.pdf
• Support levels: We provide a a Managed Service to support and optimise ServiceNow. Our support levels start at standard UK business hours cover, through to 24x7 cover. Response and Resolution SLAs are standard, in some instances they can be increased based on specific customer needs, to support a business critical service for example. All support levels include access to our team of Support Consultants, Support Lead Consultants, a Technical Account Manager, and a Solutions Architect.

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 Developed Vetting (DV)

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: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  We are committed to embracing equality, inclusion and encouraging diversity amongst our team which is demonstrated through our values, employment policies, procedures and practices. ; ; Our ethos is to respect and value people’s differences and 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 aim is that our team will be representative of all sections of society and each person feels respected and able to give their best. This applies through all stages of the candidate and employee lifecycle.

Pricing

• Price: £900 to £1,500 a unit a day
• 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 matthew.shears@up3.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.