FLOWMOTION LTD

ServiceNow® custom application build and integrations

ServiceNow® implementation.
ServiceNow, the application development platform, hosts a vast workspace of efficient business processes. Our extensive experience in utilising ServiceNow's capabilities allows us to enhance business processes, integrate with third-party platforms and automate data flows in one complete platform.

Features

• Bespoke application build
• AI Natural Language processing
• Custom Integrations

Benefits

• Improved service delivery

£300.00 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 hello@flow-motion.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

730871952735344

Contact

Andy Whittle
07968142418
hello@flow-motion.io

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: ServiceNow® base platform price & fulfiller licenses.
• System requirements:
  • Software licences
  • Base platform cost

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response and Resolution times are contracted based on SLA times and ticket priority.
• 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® contains user preferences, allowing customisation of accessibility settings. The platform has been tested thoroughly to achieve WCAG 2.1 AA. Further development work may require accessibility testing.
• Onsite support: Onsite support
• Support levels: Platform support once ServiceNow® implementation has been completed is an additional cost. Please see our price guide for information on this.; ; Support throughout development is available as a part of the cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ServiceNow itself has a large set of training resources. We can build on this training through user documentation. Often, the training that ServiceNow provides will be sufficient for your needs.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: N/A. The platform will be under full control of the client. If the client wishes to cease using ServiceNow, their instance can be removed. This is in the hands of the customer.
• End-of-contract process: At the end of engagement, we will provide relevant training, user acceptance testing and documentation. This is included with the development that we provide

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ServiceNow® portals are configured to be mobile friendly, whereas fulfiller processes are managed through a desktop. ServiceNow® also includes the Now Mobile App®, which can be configured with limited functionality to help with access from mobile devices.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: REST, SOAP, and configuration for other methods available.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ServiceNow® is a completely customisable platform. Users can build upon our implementations in any way.; ; ServiceNow® is publicly hosted and permissions will be managed by your organisation. Users to the platform have the ability to have the same level of permissions to the platform as ourselves, allowing them to build what they require. ServiceNow® suggests that implementation is provided through a certified build partner.

Scaling

• Independence of resources: The ServiceNow® platform provides each customer a dedicated instance that can only be accessed by their users. Customers have complete control over access to the system and role-based access.; Processes which may be more intensive can be built using functionalities that prevent a change in the user experience.; Any performance issues on the platform are raised with the ServiceNow® HI Portal team, giving you dedicated agents to ensure the platform is upkeeping with the demand that the customers users may put on the system.

Analytics

• Service usage metrics: Yes
• Metrics types: ServiceNow® as a platform tracks the usage of the system. Subscription limits and available licenses can be viewed using reports and accessible dashboards throughout the system. This information can be viewed by platform administrators, including yourselves, to validate the adherence of your license structure and instance specifications.; ; Statistics and reports are also available for process related data, including active users within the system, KPIs, and SLA tracking.; ; Reporting is a feature which can be built upon, so if you are looking for metrics regarding custom processes you have, this is something that can be available to you.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: ServiceNow

Staff security

• Staff security clearance: Other security clearance
• 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
• 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: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: ServiceNow data centres must comply with either ISO/IEC 27001 accredited and/or conduct regular SSAE18 SOC 2 Type 2 audits. Physical security is detailed heavily through the available ServiceNow platform whitepapers.; ; Encryption of data is provided at the request and expense of the customer. Two types of encryption exist:; - Cloud Encryption. ; -Column level Encryption.; ; Encrypted data-at-rest is protected in ServiceNow datacenters with FIPS 140-2 Level 3 validated HSMs with customer controlled key management capabilities.; The Platform Encryption solution comes with a comprehensive and intuitive KMF that is designed in accordance with the NIST; 800-57 guidelines.
• 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: ServiceNow has built in function to export their data at the click of a button using PDF, excel, XML, and more.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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 platform availability describes the percentage of time that authorized users have access to the platform.; The "Availability SLA" of the platform means that the production instances of the Subscription Services will be Available at least 99.8% of the time during the calendar month, excluding Excused Downtime.; "Excused Downtime" is a means: (a) Maintenance Time of up to two hours per month; and (b) any time the Subscription Service is not Available due to circumstances beyond ServiceNow’s control, including modifications of the Subscription Service by any person other than ServiceNow or a person acting at ServiceNow’s direction.; For ServiceNow's failure to comply with the Availability SLA, the lack of availability (calculated per-minute) can be refunded within the next invoice for subscription fees.
• Approach to resilience: The ServiceNow data centers and cloud-based infrastructure are designed to be highly available with redundant components and multiple network paths to avoid 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 to the internet from different providers and with redundant power sources. ; ServiceNow data centers are arranged in pairs, with all customer production data hosted in both data centers simultaneously and kept in sync using asynchronous database replication. Both data centers are always active in a main-main relationship with data replicated from the active (read-write) data center to the passive (read-only) data center. Each single data center in a pair is implemented so it can support the combined production load of both locations.; Within each regional data center pair, there is no concept of a fixed primary location for any customer instance. For example, a customer with two separate instances could have them operating out of different data centers simultaneously.
• Outage reporting: ServiceNow offers a comprehensive customer portal that enables the logging of all types of service requests, alterations, and incident reports. This portal provides customers with full visibility into the actual status of both their production and non-production environments. Additionally, users have the ability to assess the severity of issues and delve into specific incident details to understand underlying problems. Such transparency is a distinctive feature that differentiates ServiceNow in the market.; Performance dashboards give oversight over instance database queries, transactions and other platform details.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Throughout ServiceNow, access is restricted by assigning user's to roles and groups. The platform automatically checks a users conformity to access control rules and only returns data which they have permission to view. If a rule is not met, the user will automatically be denied. Access to data can be controlled at multiple levels, including table-level, row-level and field-level access.
• 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 have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Internal security governance and processes are followed by recommendation of Cyber Essentials Basic. ServiceNow has an extensive approach to security governance. Up to date information can be found online at https://www.servicenow.com/company/trust/compliance.html Further security accreditations and details available on request
• Information security policies and processes: ServiceNow has a very detailed set of information security policies and standards that are based on ISO 27001 and assessed as part of this certification. The ServiceNow information security policy is reviewed and approved by the CISO at least annually and is owned by the director of governance, risk management, and compliance at ServiceNow. ServiceNow maintains a globally applicable ISO/IEC 27001 certification, incorporating ISO/IEC 27017, ISO/IEC 27018, and ISO/IEC 27701.

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 implements a structured change management protocol, utilizing its own internal instance to monitor and authorize change proposals. Modifications affecting production systems are mandated to adhere to this established procedure. Submissions for change must detail the implementation strategy, associated risks, and contingency measures. The Change Advisory Board (CAB) is responsible for the examination and sanctioning of these requests. ServiceNow follows ITIL standards for ITSM processes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: ServiceNow adopts a comprehensive approach to cybersecurity. They assess potential threats through their Threat Intelligence Security Center (TISC), which combines external threat data with internal insights. Threat hunting and proactive searches enhance their threat detection capabilities. For rapid patch deployment, Vulnerability Response tracks and remediates vulnerabilities efficiently. ServiceNow sources threat information from diverse channels, including Security Incident Response, MITRE ATT&CK, and CMDB, while integrating with major security tools for additional context.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: ServiceNow has a range of security software vendor plugins available in the app store such as an Rapid7, Tenable, Splunk, Tanium, Azure Sentinel & more.
• 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's included incident management system is designed to streamline the resolution process for IT issues. Leveraging its robust internal platform, ServiceNow facilitates the logging, tracking, and coordination of incident responses. Each incident report is required to include a comprehensive analysis, impact assessment, and resolution plan. The Incident Response Team, guided by ITIL best practices for IT service management, evaluates and addresses these incidents. This systematic approach ensures efficient incident handling and reinforces ServiceNow's commitment to maintaining high service standards.

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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We recognise the importance of protecting the environment for current and future generations. As such, we are dedicated to minimising our ecological footprint by implementing sustainable practices throughout our operations. This includes reducing energy consumption, minimising waste generation, and responsibly managing resources. ; We offer a bike to work scheme and encourage car share where possible.; ; We hope that as we grow we will begin to actively seek out opportunities to contribute to environmental conservation efforts in our local community and beyond.

  Equal opportunity

  Diversity and inclusion are fundamental to who we are as a company. We are committed to fostering a diverse workforce that reflects the rich tapestry of our society. We believe that diversity fuels innovation and creativity, and we actively promote equal opportunities for all, regardless of race, ethnicity, gender, sexual orientation, disability, age, or any other characteristic. We strive to create a workplace where everyone has an equal chance to succeed, grow, and contribute to our collective success.

  Wellbeing

  Our employees are our most valuable asset, and their health and wellbeing are paramount. We prioritise creating a supportive and inclusive work environment where every team member feels valued, respected, and empowered to thrive. We provide resources and support for physical and mental health, including flexible work arrangements, access to wellness programs, and opportunities for professional development. Additionally, we promote a healthy work-life balance to ensure that our team members can excel both professionally and personally.; We encourage social events and where possible we fund these.

Pricing

• Price: £300.00 to £1,200.00 a unit a day
• Discount for educational organisations: No
• Free trial available: 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 hello@flow-motion.io. Tell them what format you need. It will help if you say what assistive technology you use.