FUJITSU SERVICES LIMITED

ServiceNow Platform

ServiceNow is a leading cloud-based (SaaS) platform that delivers an omni-channel, consumer-like experience for both employees and customers through a single platform with custom digital, automated workflows. Fujitsu’s global ServiceNow practice, a ServiceNow Elite partner, provides deployment, business consulting, advisory, process transformation and implementation of ServiceNow’s SaaS platform.

Features

• Platform-of-Platforms offering a single view for end-to-end visibility
• Accelerated innovation with low-code app dev
• Powerful and configurable modules built to address industry-specific needs
• Native omni-channel capability offering a consumer-like user experience
• Collaborative visual task boards, real-time analytics and live dashboards
• Machine learning to improve IT productivity and automate routine tasks
• Process optimization by leveraging automation to drive greater process efficiency
• Virtual Agent capability giving customers conversational AI capabilities
• Out-of-the-box integrations with other 3rd party IT and tools
• ITSM, CSM, HR, ITOM, ESG, ITAM, DevOps, IntegrationHub, SPM

Benefits

• Engaging everyday user and employee experiences with native functionality
• Powerful integration between business applications built on one platform
• Granular access control and certified multi-layered security
• Consistent look and feel encouraging high user adoption
• Cost reductions by making adjustments to improve efficiency
• Automation and orchestration natively built into the platform
• Streamlined and focused data-driven digital workflows
• Increased employee productivity and efficiency
• Impressive Return on Investment and rapid time to value
• Fujitsu delivers business change to perform responsibly

£0.00 to £0.00 a unit

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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

614640878092304

Contact

Sam Skinner
07867829234
government.frameworks@fujitsu.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: See Service Definition
• System requirements:
  • Browser
  • Mobile

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ServiceNow have SLA's according to the Priority of tickets.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Core platform support is provided 24/7 as part of the subscription for the applications. Optional Application Management support can be purchased, based on agreed requirements either as a fixed yearly price, or a transaction price.; ; P1 (Instance unavailable)- 30 minute response - continuous coverage; P2 (Mission critical defect)- 2 hours response - continuous coverage; P3 (Significant Request or defect)- 1 business day response - business hours coverage; P4 (Important Request or defect) - No target response; ; Support Centers are located in the US, UK, Netherlands and Australia. In country language support is provided for France, Germany, Italy, Japan, Netherlands, and Spain during local business hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Though easy to use, ServiceNow may result in significant changes to employees’ day-to-day jobs, from how they get their work done to how they request things. Therefore, proper preparation will help with the transition and promote a positive experience. Fujitsu can provide: Conduct a training needs analysis, Develop training strategy and plan, Develop training materials, Deliver training (via Public classes, or on-site)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Microsoft Word
• End-of-contract data extraction: The process for the return of data follows: 1) ServiceNow exports the entire database in a MySQL format. 2) ServiceNow provides the customer a set of instructions on how to import the data on the customer's side. 3) The customer can FTP the files from ServiceNow to their site. Customers are permitted to store data hosted within ServiceNow for the duration of their service subscription with ServiceNow. Under this model, the customer can purge or retain data according to their own retention policy. ServiceNow retains customer data for up to 45 days from the end of a contract. Within the 45 days, the customer can request their data to be sent to them in a standard database export format. After 45 days, all data from the customer instances is removed from ServiceNow servers
• End-of-contract process: ServiceNow has several options for an exit management plan. At least thirty (30) days prior to either the expiration of the Subscription Term (where the customer elects not to renew) or in connection with the termination by the customer of the Subscription Service in accordance with ServiceNow's General Terms and Conditions, the customer may purchase the following services: (i) one (1) extension of the Subscription Service for up to six (6) months ("Transition Subscription Service"); and (ii) Professional Services. The customer pays in advance for the Transition Subscription Service at the monthly subscription fee rate charged to the customer in the expiring Order Form plus an additional ten percent (10%). The customer pre-pays for any Professional Services ordered during the transition period plus verifiable travel and expenses. The parties sign a mutually agreed upon Order Form setting forth the fees and purchased Subscription Service and Professional Services prior to the commencement of any Transition Subscription Service or Professional Services. ServiceNow can provide customer data in its standard database export format.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ServiceNow accessed through various browsers on desktop service, ServiceNow mobile application on mobile for android and IOS.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: API
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Inbound web services, such as the REST API, allow you to interact with ServiceNow instance data using web service requests. ServiceNow outbound REST functionality allows you to retrieve, create, update, or delete data on a web services server that supports the REST architecture. ServiceNow integrates with many third-party applications and data sources. A variety of techniques can be used, most notably Web Services, JDBC, LDAP, Excel, CSV, and Email, as well as any industry-standard technologies that use REST, SOAP or WSDL. With the correct permissions users can use these API's to bring data in and out of ServiceNow. Users who create these tend to be power users or Admin users.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users with the appropriate roles can configure various aspects of lists or forms. Configuration changes apply to all users.; With list configuration, you can add, remove, and reorder list columns. You can configure calculations to appear under columns. You can also hide controls and define access conditions by role for existing list controls. Users can also personalise lists which will not effect what other see. ; Users can create their own reports and dashboards also with the correct permissions.; Forms can be configured as well, this includes the ability to configure a form to show or hide fields from a view. You can even create new fields on the table that is associated with the form, and put business rules, UI policies around them as well as define the data dictionary for the fields. With a runtime license you also have the ability to create new business applications in ServiceNow.

Scaling

• Independence of resources: ServiceNow has been designed to be highly available. All servers and devices have redundant components and multiple paths avoiding single points of failure.; At the heart of this architecture, each customer application instance is supported by a multi-homed network configuration with multiple connections. Production application servers are load-balanced within each datacenter. Production servers are replicated in near-real time to a peer datacenter within the same region. ; ServiceNow employs a range of detective controls to monitor and prevent potential DDoSattacks from impacting the ServiceNow cloud environment. ; Through ServiceNow’s multi-instance architecture, Advanced High Availability exceeds stringent requirements surrounding data-sovereignty, availability and performance.

Analytics

• Service usage metrics: Yes
• Metrics types: The System Usage modules track usage for ServiceNow applications and for ServiceNow Store apps.; The usage analytics process collects data on all instances and updates the reports in the Usage Overview. Application usage data is collected whenever an application is opened, and counts on tables are collected once a day. Data is collected on:; The number of active users in the system; The hardware CIs discovered (for instances that use Discovery); The number of cloud management service catalog items available to users in instances that use Cloud Management; All users with the admin role can view Usage Overviews.
• Reporting types: Real-time dashboards

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: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: TLS Version 1.2 or above.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: The process for the return of data follows: 1) ServiceNow exports the entire database in a MySQL format. 2) ServiceNow provides the customer a set of instructions on how to import the data on the customer's side. 3) The customer can FTP the files from ServiceNow to their site. Customers are permitted to store data hosted within ServiceNow for the duration of their service subscription with ServiceNow. Under this model, the customer can purge or retain data according to their own retention policy.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: ServiceNow provides 99.8% availability (calculated monthly) for production instances. This design includes redundancy and fault tolerance of the entire ServiceNow application and platform stack, including electrical, cooling, network, security, and server infrastructure. Over the last 3 years (2014-2016), we have averaged 99.995% availability and have not fallen below 99.8% (contract SLA) in any quarter. In 2016 we averaged 99.996% and did not fall below 99.8% in any quarter.
• Approach to resilience: ServiceNow’s data centers are arranged in pairs. All customer production data is stored in both data centers and kept in sync using asynchronous database replication. Both data centers are active at all times, each with the ability to support the combined production load of the pair. A production instance from one customer may be operating out of one data center in the pair and a production instance of another customer from the other. ; More details available on request; ServiceNow maintains continuous, asynchronous replication from the database in the current primary data center (read-write) to the secondary data center (read-only). To transfer a customer instance from a primary data center to a secondary, ServiceNow designates the secondary to be the primary and the primary to be the secondary if it still exists. ; ServiceNow’s data centers and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple diverse network paths to avoid single points of failure.
• Outage reporting: ServiceNow have a customer portal where all requests, changes and incidents can be logged. Customers also now have complete transparency into the real availability of their production and non-production instances. Users can view the impact severity of issues and even drill into incident records to view details for problems. It is this level of transparency that further sets ServiceNow apart.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: All ServiceNow staff are placed into Groups and have a user role, these groups and roles have access rights attached to them. Any personal that try to access an interface will have their group membership and user role checked and if they do not belong to the user role and group that is required to access that particular interface then access will be denied.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 06/01/2022
• What the ISO/IEC 27001 doesn’t cover: The only exclusion to the scope is the physical datacentre environment as these are covered by the datacentre providers' own ISO certifications. ServiceNow's certifications are undertaken by Schellman (formerly Brightline).
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28/02/2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: ServiceNow has completed a version of the CSA CCM document internally as well as the self-assessment, however it contains information that is only able to be shared under the protection of an NDA. ServiceNow can share this with customers who enter into an NDA with ServiceNow.; ; CSA STAR certification: The CSA STAR certification is effectively an ISO 27001 audit and certification process. ServiceNow is already an ISO 27001 certified organization and will not repeat the exercise to be certified with a second nearly identical certification program due to the significant cost of this type of program. ServiceNow can share its ISO 27001 certificate as evidence of its certification status.; ; CSA STAR attestation: The CSA STAR attestation program is effectively the same as an SSAE 16 Type II SOC2. ServiceNow holds an SSAE 16 Type I SOC , SSAE 16 Type II SOC1 and an SSAE 16 Type II SOC2 and therefore does not plan to undergo the CSA STAR attestation. As with the certification program ServiceNow will not attempt to undergo this program as it already holds this attestation and the cost of undergoing the audit process does not make sense due to the cost in running this audit process.
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27001
  • SSAE 18 SOC 1 Type 1
  • SSAE 18 SOC 1 Type 2
  • SSAE 18 SOC 1 Type 1
  • SSAE 18 SOC 2 Type 2
  • BSI Cloud Computing Compliance Controls Catalogue (C5) Standard
  • APEC Privacy Recognition for Processors (PRP)
  • FedRAMP JAB High P-ATO (for US government entities)
  • DoD Impact Level 4 Authorisation (for US DoD/IC entities)
  • Multi-Tier Cloud Security Standard for Singapore (MTCS) Level 3

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: ISO27001; • SSAE 18 SOC 1 Type 1; • SSAE 18 SOC 1 Type 2; • SSAE 18 SOC 2 Type 1; • SSAE 18 SOC 2 Type 2; • BSI Cloud Computing Compliance Controls Catalogue (C5) Standard; • APEC Privacy Recognition for Processors (PRP); • FedRAMP JAB High P-ATO (for US government entities); • DoD Impact Level 4 Authorisation (for US DoD/IC entities); • Multi-Tier Cloud Security Standard for Singapore (MTCS) Level 3; • ASD IRAP assessed for OFFICIAL and PROTECTED cloud services; • Government of Canada GC Cloud Provider; • SOC 2 + HITRUST Report; • Cyber Essentials Plus Certification; • More details available on request

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: ServiceNow has a formally documented change management process that uses an internal ServiceNow instance to track change requests and approvals. All changes to production environments must go through the change management process. Change requests must include the change procedure, risk, and back out plans. Change requests are reviewed and approved by the Change Advisory Board (CAB). All assets are tagged and tracked though the ServiceNow CMDB.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: ServiceNow's Infrastructure stack is customized at each layer to specifically support the only application residing in the ServiceNow cloud. With the small footprint and limited ports/services enabled, many system and patches published do not apply to the private cloud's systems. ServiceNow follows an approach to determine if the patch is to be deployed. When confirmed that a patch needs be deployed, this then follows the Change process the testing process as well as the timeline for deployment. ServiceNow leverages the Advanced-High-Availability architecture to transfer customers' production instances to the other datacenter. Remediation timeframes are subject to ServiceNow's Vulnerability Management SOP.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: ServiceNow has an implementation of Sourefire for IDS and Splunk for SIEM. The IDS system monitors inbound traffic in the DMZ. Splunk does log collection on network devices, IDS and servers used to support customer information. These systems are monitored with both proactive alerting and regular log files reviews. Events are responded to within 24 hours.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: ServiceNow has a formal documented Security Incident Response policy, process and workflow. ServiceNow IR process includes event-discovery, triage, escalation, notification, remediation, and post-mortem review.; ; Incidents reported to the service desk, this include (suspected or actual) security incidents.; The service desk staff members have been trained in the case of a security incident to use the on call rotation staff to contact the appropriate on call security representative.; The on-call ServiceNow security staff have been trained to carry out investigation and activate any resources through the rotation staff, either network or system engineering, legal, executive and any other teams.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Covid-19 recovery

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Tackling economic inequality

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Equal opportunity

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

  Wellbeing

  Fujitsu operates a Dual Delivery approach to Social Value (SV). Our Responsible Business Programme, developed on the principles of the Public Sector (SV Act 2013) delivers our corporate employee and community programme. Running parallel to the corporate programme, we deliver bespoke client-facing SV programmes within each call off contract. Programmes are fully aligned to the requirements of PPN06/20. Using our co-creation process, we undertake both local and national initiatives, jointly developed with clients and partners, that ensure Economic, Social and Environmental benefit to communities.

Pricing

• Price: £0.00 to £0.00 a unit
• Discount for educational organisations: No
• Free trial available: 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 government.frameworks@fujitsu.com. Tell them what format you need. It will help if you say what assistive technology you use.