Xcession Ltd

ServiceNow Implementation and Consulting

Xcession will provide the Organisation with the ability to migrate from an existing solution or implement a new Digital Enterprise ServiceNow platform and ServiceNow Applications. Xcession will ensure the ServiceNow Platform is optimised to support the business processes as required. Service includes analysis, architecture, design, development, test and project management.

Features

• Enterprise Service Management Architecture and Design for ServiceNow Platform
• Use-case driven and automation focused solution design and implementation
• Target Operating Model based Integration solution design and implementation
• Common Service Data Model based CMDB integration design and implementation
• Expertise in ITSM, ITOM, HRSD, GRC, SecOps to achieve ROI
• Bespoke ServiceNow platform hosted application DevOps support
• Business need based implementation execution methodology (Agile or traditional)
• Existing ServiceNow instance migration, upgrade support, enhancements and maintenance
• Certified and security cleared resource to required level
• Enhanced and Managed Support Offerings

Benefits

• Not aligned to the vendor so a trusted advisor
• Manage to Out-of-the-box features and less customisation for easier upgrades
• Specialist UK SME with On-shore and off-shore resources
• Drive your organisation towards automation and orchestration to realise ROI
• Lessons learnt applied to the project from previous experience
• Optimise investment in the tool by using maximum out-of-the-box capabilities
• Thought Leadership based consultancy approach

£129.00 to £1,200.00 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 sunil.duggal@xcession.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

709261061497378

Contact

Sunil Duggal
07973 432187
sunil.duggal@xcession.co.uk

Planning

• Planning service: Yes
• How the planning service works: Xcession will follow its implementation methodology when delivering these services. The methodology is based on proven delivery phases that minimise risk to the Organisation, whilst also creating opportunities to maximise the benefit of the new platform. The methodology is constantly being refined to ensure Organisations benefit from new versions of the software and ways of working. An outline of the key deliverables are shown below.; ; Xcession will work with customer to produce a high-level architecture for ServiceNow platform conforming to the business requirements of data, process and security standards.; ; Workshops will be scheduled to identify, define and agree on the master data sources for foundation data, CMDB and upstream / downstream applications.; ; Xcession will work with the organisation to review the target operating model before validation in ServiceNow applications.; ; Xcession will produce solution designs for the business required integrations and orchestration.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: ServiceNow

Training

• Training service provided: Yes
• How the training service works: Bespoke training courses can be provided to supplement any standard ServiceNow training packages
• Training is tied to specific services: Yes
• Services the training service works with: ServiceNow

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Xcession have extensive experience in Enterprise and IT Service Management. Through our experience and the fact that we are vendor agnostic we will make sure you get the best advice needed when moving any service to the cloud or between cloud providers. We will work with you to understand the key business outcomes you wish to achieve from your move to the cloud or between cloud services. We work with you on the key uses cases to be achieved and then map the technology onto these use cases using the tools you have purchased. ; Our methodology follows our unique methodology which allows us to define the work packages to be defined at each phase of the setup and migration. This ensures that all parties are clear about time and cost. The focus is on delivering value and not just ticking a box to say something is done. The outcome is a transformed service which utilises the features of the cloud services to enable you to deliver better and more valued services to your customers.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • BMC Helix Remedy
  • Servicenow

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Xcession will follow its own internal quality assurance and testing methodology to ensure that the solution performs to functional and non-functional requirements. In additional Xcession can integrate with the Organisations chosen testing strategy to guarantee that quality standards and governance is achieved end to end. Based on the chosen processes for implementation, the respective project artefacts will be produced such as test plan and strategy, test cases, test execution results. Xcession will perform end to end use case driven end to end system integration testing for the integration solutions. Xcession will also help to coordinate and support user acceptance testing and/or operational acceptance testing so that there is confidence within the business of a smooth transition. Early life support will also be planned to ensure that any initial go live issues can be addresses quickly to minimise business impact. Automated Test Framework can be setup for the continuous regression tests for upgrade cycles as required by customer.; As part of Xcession’s Application Management Service we follow strict change control and other standard quality assurance process for the applications we manage. Performance is constantly monitored and any issues managed with the cloud provider.

Security testing

• Security services: Yes
• Security services type: Security incident management

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Xcession can provide the Applications Management services which is published as a separate service to this ServiceNow Implementation and Consultancy Service.; ; Xcession Standard Application Management Service includes:; Incident, Problem, Change, Configuration and Knowledge Management.; ; Daily operations and monitoring.; ; Interface management to ensure tickets and data pass through the interfaces as expected.; ; Standard ServiceNow application administration via request fulfilment.; ; Service Delivery Management.; ; Licence management.; ; Capacity management; review of current usage of applications, ability to take forecast changes in application usage from the customer and explain the impact both from a system and licensing perspective.; ; ServiceNow vendor management for incidents, service requests and changes.; ; ServiceNow vendor management to address performance issues.; ; ServiceNow vendor management for forecasting of changes in service consumption and communicating this with ServiceNow.; ; Add-on dev-ops services eg - Through agreed pre-paid hours Xcession deliver a service to ensure you meet your business requirements.; User stories or specific requirement / use case-based solution, development, test and deployment and support.; ; Strategic and architectural guidance and planning.; ; Xcession will also deliver monthly service reviews which will cover performance of the service against agreed Key Performance Indicators, Service Level performance and continual service improvement.

Service scope

• Service constraints: There are no constraints to the service but Xcession will discuss all requirements and should any constraints exist, these will be factored into the service.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority: P1 Target Response Times: 30 minutes Target Level of Effort: Continuously, 24 hours per day, 7 days per week ; Priority: P2 Target Response Times: 2 hours Target Level of Effort: Continuously, but not necessarily 24 hours per day, 7 days per week Priority: P3 Target Response Times: 1 business day Target Level of Effort: As appropriate during normal business hours ; Priority: P4 Target Response Times: N/A Target Level of Effort: Varies
• 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
• Support levels: As part of Xcession's Application Management Services with customers we do not commit to formal SLAs, instead, we use reasonable efforts to meet the target response times and level of effort as stated in the table below. As part of the onboarding of new customers to our support offering, we work closely to define the required level of response required to meet the objectives of each customer.; ; Priority: P1; Target Response Times: 30 minutes; Target Level of Effort: Continuously, 24 hours per day, 7 days per week; ; Priority: P2; Target Response Times: 2 hours; Target Level of Effort: Continuously, but not necessarily 24 hours per day, 7 days per week; ; Priority: P3; Target Response Times: 1 business day; Target Level of Effort: As appropriate during normal business hours; ; Priority: P4; Target Response Times: N/A; Target Level of Effort: Varies

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 20/05/2020
• What the ISO/IEC 27001 doesn’t cover: All is covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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

  Management of IT, Data Centre and Cloud Assets to maximise consumption and efficiency, and reduce emissions.

  Covid-19 recovery

  Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.

  Tackling economic inequality

  Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.

  Equal opportunity

  Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.

  Wellbeing

  Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.

Pricing

• Price: £129.00 to £1,200.00 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 sunil.duggal@xcession.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.