UP3 ServiceNow Managed Services
We offer a world class ServiceNow platform support and agile development capability. We know how to design and deploy an effective ServiceNow operating model, and we have a talented UK based, and security vetted team, that understands Service Management and cares about the outcomes we deliver for our customers.
Features
- Fully certified Managed Service team covering support and engagement
- Support provided within customer ServiceNow instance with full visibility
- Platform management - scheduling and testing, patch and platform upgrades
- Workflows, automation and proof of concepts
- Assigned Service Delivery Manager to drive continual improvement
- UK hours 9:00-17:30 up to 24x7
- Core support with agreed SLA's for incidents and standard requests
- Demand Management - backlog enhancement, agile boards etc.
- Minor enhancements - applications and processes, form amendments, reporting etc
- Agile development to deliver app extensions, enhancements, additional functionality
Benefits
- True managed service, full responsibility for customer's ServiceNow instance
- Fixed, predictable service cost with consistent service levels
- Dedicated certified support team with deep understanding of customer's environment
- Eliminates reliance on hard-to-find, expensive ServiceNow resource
- Pragmatic onboarding processes includes platform health check and remediation
- Access to broad level of expertise leveraged across multiple customers
- Vastly reduces risk of upgrades and deployment of new applications
- Increases organisation's capacity to offer new applications and services
Pricing
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
5 9 2 8 9 7 9 4 0 8 6 2 3 3 4
Contact
UP3 SERVICES LTD
Matthew Shears
Telephone: 0203 432 1432
Email: hello@up3.co.uk
About your service
- Service categories
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Cloud Support Services
Managed Cloud
Managed Private Cloud
- Managed Private SaaS/PaaS
Service scope
- Service constraints
- N/A
User support
- Email or online ticketing support
- Yes, at extra cost
- Support response times
-
Standard response varies by ticket type and priority, and may vary based on customer's requirements at weekends. Typical target response for a P3 Incident would be two hours.
Also provide portal support. Tickets can be managed directly in the customer's ServiceNow instance, or via the portal. - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- EN 301 549
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Yes
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- EN 301 549
- Web chat accessibility testing
- Testing is documented in the Accessibility Conformance Report for ServiceNow webchat, available at https://downloads.docs.servicenow.com/resource/enus/compliance/washington_acr_virtual_agent.pdf
- Support levels
- Our support levels start at UK business hours, through to 24x7 cover. Response and Resolution SLAs are offered based on customer needs. Transparent adherence reporting provided. All support levels include access to our dedicated team of Managed Service Consultants, Lead Managed Service Consultants, Technical Account Managers, and Solutions Architects. Service Delivery Manager and Customer Success Manager available as required.
- AI chatbot
- Yes
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- ServiceNow
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Security Clearance (SC)
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead business architect | £1,800.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £1,170.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £1,530.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- British Assessment Bureau
- ISO/IEC 27001 accreditation date
- Thursday 1 October 2026
- What the ISO/IEC 27001 doesn’t cover
- Nothing
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- British Assessment Bureau
- ISO 9001 accreditation date
- Thursday 1 October 2026
- What the ISO 9001 doesn’t cover
- Nothing
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 9002854e-438c-4925-8b47-3cc5df99852b
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 7a4c588f-8626-4e4b-b7c3-69bbfbb3f179
- Other security certifications
- No
Social value
- Section B - Commitment for Future: Delivery
-
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority
- Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
- Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
- Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- Volunteering opportunities for staff
- Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
-
Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero
Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.
- Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
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Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain
Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.
- Other measures to offer development opportunities for the target cohort(s) in the contract workforce
-