EntServ UK Ltd part of the DXC Technologies Group

DXC Technology ServiceNow Resale

ServiceNow offers a portfolio of cloud-based applications that automate and manage enterprises. Our applications are built on a single service automation platform with one user interface, one code base, and one data model, delivering easy, automated upgrades. ITSM, HRSD, ITOM, SecOps, CSM, Helpdesk, Service Desk, Self-Service Portal.

Features

• Easy to use GUI with Drag-and-drop graphical workflow
• Access from anywhere - Mobile Web enabled
• Notifications/Alerts and Real-time reporting
• Collaboration - Chat/Live Feed/Visual Tackboards
• Content Management System and Survey Management
• Granular access control and certified multi-layered security
• Integrations via integrated support for technologies such as JavaScript/Web Services
• Multiple out-of-the-box integrations with other IT and business tools
• Leading ITIL compatible IT Service Management (ITSM) functionality
• Survey Management, Helpdesk, Service Desk, Portal, CMDB, CSDM, SecOps

Benefits

• One security model
• One API
• One web-service interface
• One datastore, one data model, therefore one system of record
• One job scheduler
• One user interface
• One development approach
• One list of user task
• One architecture
• Fully integrated ITSM / DXC solution

£557 to £2,186 a user a day

• Education pricing available
• Free trial 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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

642249498129145

Contact

DXC Frameworks Team
+44 330 105 8389
ukitenders@dxc.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: DXC Offerings
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: SLADefinition
• System requirements:
  • Browser: https://bit.ly/2IuBcyl
  • Mobile: https://bit.ly/2IwRUNv
  • MID Server: https://bit.ly/2wys873
  • Internet: Any standard network that supports a browser connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA definition
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: ServiceNow have conduction independent testing
• Onsite support: Yes, at extra cost
• Support levels: Priority Definition Target Initial Response Coverage P1 Instance Unavailable 30 minutes Continuous P2 Mission critical defect 2 hours Continuous P3 Significant request or defect 1 business day Business hours P4 Important request or defect N/A Varies 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 We do not offer any additional Support Levels based on cost
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: DXC are an authorised ServiceNow training partner, certified to deliver the Vendor course material and also provide bespoke training services which ranges from onsite training to online training and can be delivered as a train the trainer session or an end user session. Where appropriate, documentation will be provided to support the training.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• 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
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: You can access your ServiceNow instance from a web browser on your desktop or mobile device or from the native mobile app. The mobile UI varies depending on your device, whether you are accessing your instance from the native app or from a mobile browser, and depending on the way your administrator configured the mobile UI for your company. Most of the functionality is available as per the desktop browser, but some of the graphics will be available.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: TBA
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The ServiceNow UX team has based much of their analysis on customer feedback and on best practices. To ensure usability, there have been external audits carried out by our customers, and we have personally gone on site to view some customers.The ServiceNow UX team conducted 8 separate site visits in the past year to watch how customers use the ServiceNow system and incorporate learning into work requests and SCRUM stories. One recent trip included a visit to an accessibility lab at a public educational institution.Our development team worked specifically with a blind user to help accessibility design.Here are some of the resources for the current experience:Wiki - how to use ServiceNowhttp://wiki.servicenow.com/index.php?title=Use_ServiceNowApplication development guidelineshttps://hi.service-now.com/kb_view.do?sys_kb_id=1e20c24d4a36231e008ab18d81257
• 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’s data-centers and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple network paths to avoid single points of failure. Each customer application instance is supported by multi-homed network configuration with multiple connections to the Internet. Production application servers are load balanced within each data center. Production database servers are replicated in near-real time to a peer data-center within the same geographic region. ServiceNow employs a range of detective controls to monitor and prevent potential DDoSattacks. Through ServiceNow’s, multi-instance architecture, Advanced-High-Availability meets and exceeds stringent requirements surrounding data sovereignty, availability/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 your instances and regularly updates the reports in the Usage Overview and ServiceNow Store Usage Overview modules. 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 - The number of cloud management service catalog items -All users with the admin role can view Usage Overview and ServiceNow Store Usage Overview-reports.
• 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: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• 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: ServiceNow can provide two types of encryption for data at rest upon customer request. • Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. The customer provides the keys for this encryption. Data stored in these fields cannot be searched or reported on. • Full-disk-encryption: Provided via self-encrypting hard drives with AES256 bit encryption. This encryption capability is only available through the purchase of dedicated ServiceNow hardware. This delivers “at-rest” protection only and is focused solely on preventing data exposure through the loss or theft of hard disks holding customer data
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Form export: Choose an export format (PDF or XML) directly from a form. List export: Choose an export format (CSV, Excel, PDF, or XML) directly from a list. Scheduled export with reports: Automatically export multiple records from a table on a set schedule. Direct URL access: Export multiple records from a table using a ServiceNow processor (CSV, Excel, PDF, or XML). Web services/SOAP: Export multiple records from a table when an external client makes a web services request. Create an external application or process to automate the retrieval of data from an instance via web services/SOAP.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • REST / SOAP
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML via REST / SOAP

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: By User Access control lists and Groups and user roles 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

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• 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: Lloyd’s Register
• ISO/IEC 27001 accreditation date: 28/05/2018
• What the ISO/IEC 27001 doesn’t cover: Available on Request
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 26/01/16
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: ViceNow has completed a version of the CSA CCM document internally as well as the self-assessment, to make the document more informative 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 doesn't make sense due to the cost
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27001
  • PSN Accreditation
  • SSAE 16 SOC 1 Type 1
  • SSAE 16 SOC 1 Type 2
  • SSAE 16 SOC 2 Type 1
  • International Life Science
  • FDA QMS (based on ISO 9001)
  • FedRAMP
  • FISMA Moderate Agency ATO
  • Multi-Tier Cloud Security Standard (MTCS) Asia

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: ISO 27001 SSAE 16 SOC 1 Type 1 SSAE 16 SOC 1 Type 2 SSAE 16 SOC 2 Type 1 FISMA FedRAMP FDA Quality Management System Safe Harbor 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 private cloud. With the small footprint of technology required and the limited ports and services enabled, many system and security patches published do not apply to the private cloud's systems. With each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. Once it is determined that a patch needs to be deployed, the process then follows the Change Management process to identify the assets, the risk and potential impact to the environment.
• 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 which aligns with NIST 800-61. ServiceNow incident response is made up of the following elements 1) All incidents must be reported to the service desk. 2) 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. 3) The on call ServiceNow security staff have been trained to carry out investigation and activate any resources through the SME rotation staff.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We recognise the impact companies have on the environment we all live in. We are committed to being net zero by 2050 in the UK. The Science Based Targets initiative (SBTi) has validated our near-term emission reduction target of 65% by FY30 against our FY19 baseline as being in line with minimizing global warming to 1.5°C. In FY23, 96% of the energy we purchased in the UK was renewable. We are continually improving the efficiency of our offices and data centers, and are ensuring that our data centers are certified under the ISO 50001 energy management system standard. We are also advancing the sustainability of our IT services, helping our customers to become more sustainable. We are members of the Green Software Foundation, a non-profit with the mission to build a trusted ecosystem of people, standards, tooling and best practices for creating and building green software. We help our customers increase their energy efficiency and reduce their environmental impacts with proprietary technology and next-generation solutions such as cloud computing, desktop virtualization and data center management. We will build on our existing programme of sustainability activities to deliver additional environmental benefits in the performance of the contract.

  Tackling economic inequality

  We provide high-quality learning and development opportunities to young people via our Early Careers Programme and Digital Futures Academy. Our Early Careers Programme provides development opportunities and training to enable young people to jumpstart their careers. We focus on developing potential, and our programme is designed to broaden and deepen knowledge. DXC and Manchester United Foundation have partnered to launch the DXC Digital Futures Academy, a four-year education programme for secondary-school students in the Greater Manchester area. The academy aims to support, inspire and empower young people, connecting them to opportunities and enhancing their career prospects in the technology sector. 50 students aged 12-13 years old are participating in the programme, which includes teaching technology, personal and professional development skills. We will build upon our existing programme of activities to create new jobs and new skills during the performance of the contract.

  Equal opportunity

  We are building an inclusive, high-impact culture based on equitable practices and diverse employee perspectives. We achieve this through our focus on impact-driven programmes - for example, the DXC Dandelion Programme. The DXC Dandelion Programme provides an environment that supports and celebrates the talents and skills of neurodiverse people — such as those with Autism, ADHD or Dyslexia — and helps them build valuable skills to pursue a career in information technology. The DXC Dandelion Programme has been awarded a Silver award for Best Learning Programme that Supports and Promotes Diversity, Equity and Inclusion from the Brandon Hall Group. We are also a Disability Confident organisation in the UK and achieved a top score of 100 in the 2023 Disability Equality Index. 99% of our global workforce is enabled to work virtually, including from home, and all of our people are able to apply for flexible working, supporting the needs of diverse individuals. We also support a diverse, inclusive and equitable culture through our Employee Resource Groups. They provide support, networking and allyship to diverse individuals, as well as valuable feedback to the organisation on how it can better support diverse communities. Our ERGs work closely with HR to continuously evolve our best practice. We have several ERGs including for: ; • Gender ; • Race and ethnicity ; • Disability and neurodiversity ; • LGBTQ+ ; • Armed forces ; ; We will build upon our existing programme of diversity, equity and inclusion activities to support equal opportunity during the performance of the contract.

  Wellbeing

  Caring is core to our values. We take care of each other and work as a team to build a sustainable company that supports our communities. This includes supporting the health and wellbeing of our people and wider society. As a virtual first organisation, 99% of our global workforce is enabled to work virtually, including from home. Working from home can be more inclusive for people with disabilities, health conditions and caring responsibilities. We also run several programmes to support the physical and mental health of our people. This includes:; Wellbeing Awareness Programmes. Working with our partners and delivered by Wellbeing Champions alongside HR, we provide a number of awareness programmes and activities throughout the year centered on improving the health and wellbeing of our employees. For example, walking challenges, healthy eating programmes, and financial planning support.; Employee Assistance Programme, supporting the personal matters of our people. Services are available 24/7, 365 days a year, and include counselling, online CBT and critical incident support, as well as health checks, mood trackers, and wellbeing articles. ; Mental Health First Aiders. We work with Mental Health First Aid England, a social enterprise, to train our employees as Mental Health First Aiders (MHFAs). ; We will build upon our existing programme of wellbeing activities to support the wellbeing of the workforce in the performance of the contract.

Pricing

• Price: £557 to £2,186 a user a day
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full functionality time limited.
• Link to free trial: https://www.servicenow.com/lpdem/demonow.html

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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.