DE NOVO SOLUTIONS

Services - ServiceNow Generative AI - (Now Assist - GenAI - Artificial Intelligence)

Let de Novo Solutions help your UK public sector organisation put ServiceNow generative AI to work. Now Assist by ServiceNow helps employees, agents, and citizens work smarter. Our out-of-the-box GenAI experiences and capabilities go into every workflow on the platform (Now Assist) boosting productivity and efficiency for everyone.

Features

• Scope: Define objectives and assess ServiceNow Assist Gen AI requirements
• Analyse: Build a timetable for Now Assist and GenAI adoption
• Validate: Introduce GenAI and Now Assist for consistent performance
• Improve process: Streamline workflow and deflect shared service case workload
• Modify: Leverage the delivered GenAI toolset for tailored experiences
• Education: Support GenAI deployment and growth with Now Assist
• Verify: Confirm growth plan for Now Assist and GenAI user-cases
• Emerging technology: Deepen Artificial Intelligence (AI) deployment into organisation
• Timetable: Structured support for GenAI rollout programme
• Feedback: Adopting Gen AI and Now Assist moving forward

Benefits

• Strategic alignment: Expert guidance aligning organisational objectives for AI adoption
• Operational efficiency: Reducing risk reducing cost and improving productivity significantly
• Experience economy: Data driven personalised experiences over standardised business processes
• Delivery excellence: Quality, AI skills design for ServiceNow Generative AI
• Leveraging AI Templates: Automating service deployment embracing AI innovations
• Service satisfaction: Superior AI experiences, end-user adoption and advocacy
• Regulatory UK compliance: Ensure adherence, mitigating risks and liabilities effectively
• Profit improvement: Better margin, swifter payback, expanded business value
• Empowerment: Engaging knowledge transfer and consistent collaboration
• Adopt not adapt: Maximising ROI with sustainable, future-ready solutions

£250 to £1,950 a unit a day

• Education pricing available

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 mark.sweeny@de-novo-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

606124763148400

Contact

Mark Sweeny
01633 492 042
mark.sweeny@de-novo-solutions.com

Planning

• Planning service: Yes
• How the planning service works: Planning the ServiceNow Now Assist and GenAI configuration and deployment exercise for existing business workflow is a critical precursor to a successful transition. de Novo Solutions experts bring meticulous assessment experience to ensure a seamless transfer of workflows and Artificial Intelligence (AI) experiences for users. As an experienced partner our specialists will guide the journey to Now Assist and GenAI bringing significant value and assurance throughout the process.; ; Collaborative planning ensures alignment on Now Assist and GenAI objectives ensuring the UK public sector client’s AI goals, expectations and resources are kept in focus. By leveraging our deep understanding of ServiceNow, we will jointly develop a comprehensive roadmap tailored to the client's needs, optimising every step of the journey.; ; de Novo Solutions will provide invaluable support and guidance, overseeing the execution of the plan and addressing any challenges that may arise. The objective is a smooth Now Assist and GenAI deployment undertaken accurately, securely, and without disruption to operations, guaranteeing minimal downtime and maximum service integrity.; ; Successful acceptance is essential to preserve the integrity of information to unlocks the full potential of ServiceNow, setting the stage for enhanced productivity, innovation, and growth.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • ServiceNow Complete Suite Employee Experience, Workflow and Analytics
  • ServiceNow Integrated Risk Management, Resilience, Policy and Compliance
  • ServiceNow Creator Workflows and ServiceNow Platform
  • ServiceNow Strategic Portfolio and Applications Management
  • ServiceNow Platform, Generative AI, Artificial Intelligence, Application Development
  • ServiceNow Employee Centre Pro and HR Service Delivery
  • ServiceNow Employee Growth and Development
  • ServiceNow Workplace Service Delivery
  • ServiceNow HR Service Delivery
  • ServiceNow ESG (Environment Social Governance)

Training

• Training service provided: Yes
• How the training service works: As a leading expert in the conversion and configuration of ServiceNow Now Assist and GenAI our UK-based team is committed to providing comprehensive training solutions tailored to the specific needs of our clients. ; ; Through vendor-certified training de Novo Solutions delivers via face-to-face or virtual sessions, such as MS-Teams or Zoom, ensuring that users receive quality education experiences that facilitate a smooth transition to ServiceNow.; ; Our training sessions are highly adaptable, ranging from 1:1 sessions for personalised learning to 1:Many group sessions for broader engagement. Additionally, we offer "Train the Trainer" programs to empower designated personnel within the UK public sector body to serve as internal advocates and trainers for their teams.; ; Education is an important component within the change management and adoption process and our experts contextualise and shape the learning process to reflect the clients ServiceNow configuration.; ; By focusing on complete and thorough knowledge transfer, we equip clients with the skills needed to complete a smooth AI adoption. This approach fosters user engagement, adoption, and confidence, ultimately driving success and maximising the value of the digital transformation journey for the organisation and its stakeholders.
• Training is tied to specific services: Yes
• Services the training service works with:
  • ServiceNow Complete Suite Employee Experience, Workflow and Analytics
  • ServiceNow Integrated Risk Management, Resilience, Policy and Compliance
  • ServiceNow Creator Workflows and ServiceNow Platform
  • ServiceNow Strategic Portfolio and Applications Management
  • ServiceNow Platform, Generative AI, Artificial Intelligence, Application Development
  • ServiceNow HR Service Delivery
  • ServiceNow Employee Centre Pro and HR Service Delivery
  • ServiceNow Employee Growth and Development
  • ServiceNow Workplace Service Delivery
  • ServiceNow ESG (Environment Social Governance)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Being a leading UK public sector expert we leverage Now Assist and GenAI by ServiceNow to support configuration and design as required for a digital transformation. Our UK-based team will facilitate your seamless migration to ServiceNow due to our deep understanding of the public sector and our wealth of experience in digital transformation.; ; Our knowledgeable experts employ proven methodologies to ensure a smooth and effective preparation, validation, transition to Now Assist and GenAI minimising disruptions, and maximising the integrity of the process. We begin by conducting a thorough assessment of existing application screens and user experience journeys detailing the requirements, and tailored modifications you may have in place today. We then craft an Artificial Intelligence (AI) strategy that addresses your specific ServiceNow requirements and compliance standards.; ; Throughout the process, our team remains dedicated to client success, providing proactive communication, ongoing support, and rigorous quality assurance to guarantee a successful outcome. By leveraging our expertise and proven track record, clients can trust us to navigate the complexities of your ServiceNow Now Assist and GenAI configuration with precision and efficiency, unlocking the full potential of ServiceNow.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • ServiceNow Complete Suite Employee Experience, Workflow and Analytics
  • ServiceNow Integrated Risk Management, Resilience, Policy and Compliance
  • ServiceNow Creator Workflows and ServiceNow Platform
  • ServiceNow Strategic Portfolio and Applications Management
  • ServiceNow Platform, Generative AI, Artificial Intelligence, Application Development
  • ServiceNow Employee Centre Pro and HR Service Delivery
  • ServiceNow Employee Growth and Development
  • ServiceNow Workplace Service Delivery
  • ServiceNow HR Service Delivery
  • ServiceNow ESG (Environment Social Governance)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: As a leading expert in ServiceNow Now Assist and GenAI our de Novo Solutions team takes a meticulous approach to quality assurance and testing our Artificial Intelligence (AI) and emerging technology configuration. We lead the charge in ensuring that clients in the UK public sector receive a seamless transition to ServiceNow improving workflow and user experiences using GenAI adhering to agreed timelines and budget constraints.; ; From the outset we will collaborate with your experts on the process defining roles and responsibilities along with testing acceptance criteria and performance management checkpoints.; ; Our knowledgeable experts oversee every aspect of the quality assurance process linked to ServiceNow, from sampling, workflow and skill template design and acceptance testing. Through comprehensive testing we rigorously assess the performance of Now Assist and GenAI identifying and resolving any issues promptly to guarantee a flawless user experience.; ; Our quality assurance and testing mean that clients have confidence in the reliability and stability of their ServiceNow deployment. Our commitment to excellence ensures the transition is successful and delivers tangible benefits, paving the way for enhanced efficiency, productivity, and innovation in the UK public sector.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: De Novo Solutions managed support services provide a comprehensive on-going support framework protecting a customers' investment in ServiceNow applications post go-live powered by our ServiceNow customer portal. ; Comprehensive support services based upon the clients unique configuration we support day-to-day system activities and issues and schedule the planned ServiceNow updates. ; The offering has been designed specifically for ServiceNow applications client and delivers the following services: ; ; • Service Delivery Management ; • Service Desk - Access support via telephone, web portal, and email ; • Fix-on-fail & SR Management - Investigation and resolution of any unexpected failures and liaison with Oracle Corporation as the vendor as required ; • How To’s - Any question in relation to the use of the in-scope modules ; • Change Requests - Changes and enhancements to the solution such as integrations, reports, and additional configuration ; • Training - Formal training or ad-hoc knowledge transfer sessions ; • Upgrade Planning - Proactive planning and preparation for upgrades including arrangements with software vendor on preferred outages, patch timings, and environments ; • Regression Testing - Regression testing following product upgrades or major patches ; • Release Management - Deployment of fixes into staging areas and management of approval and release into Live

Service scope

• Service constraints: De Novo Solutions provides expert Managed Support Services for UK public sector organisations spanning support and guidance. ; All front-line assistance to our clients is only undertaken by HM Government security cleared UK nationals based at our UK office locations or from their remote home working locations in accordance with ISO27001 for Information Security and Management Systems.; All support is undertaken virtually, using a combination of our ServiceNow powered CSM platform and the appropriate video and tele-conferencing platforms.; Beyond these statements de Novo Solutions can confirm there are no constraints or limitations that might affect a UK public sector body

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: De Novo Solutions standard Service Level Agreement for Manged Service and Support states that assistance will be available during the following periods. Provision of services outside service hours will be agreed in advance.; Service Hours (System Users) ; 08:00 - 18:00 Monday to Friday excluding UK Bank Holidays; Operational Hours (System); 24/7/365 (except planned maintenance); Service Hours (System Users) ; As a general rule system users will be using ServiceNow within the hours mentioned above. In; the event of a critical issue / Sev1 staff will continue to work until the issue is fully resolved.; Operational Hours (System); 24/7/365 (except planned maintenance
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: De Novo Solutions Service Level Agreement states any outside service hours must be agreed in advance. A commercial agreement will detail the costs. Certified functional and technical support competences are provided, alongside a designated relationship lead. ; Service Hours (Users) ; 08:00 - 18:00 Weekdays excluding UK Bank Holidays; Operational Hours (System); 24/7/365 (except planned maintenance); Service Hours (Users) ; As a general rule users will work within the hours mentioned. A critical issue / Sev1 means continuance of work until the issue is fully resolved.; Operational Hours (System); 24/7/365 (except planned maintenance); Severity 1: Critical; Causing complete loss of service in production level environment. No known or acceptable workaround(s) available, and work cannot reasonably continue. Response 30 mins; Severity 2: High; Causing severe loss of service in a production level environment. Maybe viable workaround(s) available. Some work can continue despite the presence of the issue. Response 2 Business Hours ; Severity 3: Medium; Causing minimal loss of service to a production level environment. An acceptable workaround for the problem which has almost no effect on the work being performed. Response 4 Business Hours; Severity 4: Low; Issue or request where no loss or degradation of service is being experienced. Response 8 Business Hours

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Oracle Corporation and 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: Yes
• Who accredited the ISO/IEC 27001: PJR - Perry Johnson Registrars
• ISO/IEC 27001 accreditation date: 24/05/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone. ; de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment. ; Fighting climate change - Effective stewardship of the environment. By: de Novo Solutions operating in environmentally responsible managed offices and encouraging ethical business practices and behaviours; de Novo is committed to achieving Net Zero emissions at the latest by 2050. We acknowledge that reducing our Greenhouse Gas (GHG) emissions brings significant benefits for us, our clients, suppliers, and the wider community.; Our Carbon Reduction Plan (CRP) will include our baseline year information (2023), setting clear targets for reducing GHG emissions over key timeframes and our planned actions to achieve Carbon Net Zero by 2050 at the latest.; Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy and our Net Zero Environmental obligations directly alongside our day-to-day business ambitions. ; de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve Carbon Net Zero to benefits us all – today and tomorrow.

  Covid-19 recovery

  The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone. ; de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment. ; COVID-19 recovery - Helping local communities to manage and recover from the impacts of the pandemic. By: de novo Solutions volunteering our business services and leadership advice in the local area to businesses impacted by the pandemic ; Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions. ; de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

  Tackling economic inequality

  The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone. ; de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment. ; Tackling economic inequality - Creating new businesses, jobs and skills, and increasing supply chain resilience and capacity. By: de novo Solutions creating employment openings that are available across our office locations helping create prosperity and opportunity for all. ; Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions. ; de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

  Equal opportunity

  The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone. ; de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment. ; Equal opportunity - Reducing the disability employment gap and tackling workforce inequality. By: de Novo Solutions offering opportunities to work experience students, graduates, apprentices, experienced professionals, and military service leavers – creating an additional 50 local (Newport, Wales) jobs by 2029 for young people, or those coming from HM Forces service; Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions. ; de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

  Wellbeing

  The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone. ; de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment. ; Wellbeing - Improving health, wellbeing and community integration. By: de Novo Solutions encouraging a positive work life balance, supporting local community activities and employee volunteering participation. Our approach moving forward will be to support local business and growing the local economy. de Novo Solutions will continue to promote equity, empathy, sustainability; foster inclusivity, justice, and kindness; at-all-times ensuring de Novo Solutions is an advocate for positive change.; Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions. ; de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Pricing

• Price: £250 to £1,950 a unit a day
• Discount for educational organisations: Yes

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 mark.sweeny@de-novo-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.