INTELIBLISS

ServiceNow Managed Services

Intelibliss, a Premier ServiceNow Partner, offers ServiceNow Managed Services to enhance ServiceNow functionality. From initial assessments to solution deployment, upgrades, and ongoing support, our professionals facilitate a smooth transition to the new environment. We ensure timely upgrades and keep you informed about the latest features to maximize your ServiceNow experience.

Features

• Comprehensive Service Desk, Administration Support, and Managed Services
• Seamless ServiceNow Managed Service - One Stop Shop experience
• Customer Journey Transactional and Relationship Surveys
• Support and optimization for maintaining optimal system performance
• Identification of missing security patches and outdated software
• Guidance on Storage Efficiencies, data compression, and deduplication
• Easy deployment features for patches, bugs, and fixes
• Analytics solution integrated with Machine Learning
• Facilitation of mobile design sprints
• Training and Awareness initiatives

Benefits

• Adherence to ServiceNow expert assessment and best practices
• Hybrid on-site/remote working to optimize costs
• Designed with best-practice, governance, and quality in mind
• Minimization of Operational and Project Delivery risks
• Consistent processes and performance measurement across the supplier ecosystem
• Quality Assurance through Agile planning and transparent progress management
• Development of services based on the needs of real users
• Utilization of industry and operational experience to ensure design validity
• Enablement of continuous performance and quality improvements

£300 to £1,250 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 support@intelibliss.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

755291618200744

Contact

Hardik Benani
+447556492015
support@intelibliss.com

Planning

• Planning service: Yes
• How the planning service works: We offer a comprehensive onboarding service for ServiceNow Support, ensuring that we have all we need to enable your implementation, including setup work to swiftly and seamlessly link our service desk with your ServiceNow tool. We give comprehensive operational readiness assistance for your Service Desk personnel, including walkthroughs and readiness assessments, so they understand precisely what to do from first day.; We organize kickoffs with your leadership and process workshops with your processes SMEs for ServiceNow adoption to explore how your organisation handles ITSM (or ITOM, HR, CSM depending on your implementation). Our ServiceNow senior implementor and ITILv3 Expert accredited service designer will walk you through the ITSM process description and what, if any, configuration you'll need to the ServiceNow platform.; We adopt Agile/SCRUM project management methodologies to ensuring that you get the most value from your project as soon as achievable.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • ServiceNow Implementation
  • ServiceNow Support

Training

• Training service provided: Yes
• How the training service works: Learning is an essential aspect of our end-to-end service strategy as your ServiceNow implementation partner. We provide training that is provided by ServiceNow professional instructors with real-world project experience. Through specific case study creation and consultancy support, we focus on implementing ServiceNow best business practices and ITIL theory to each member business.; Our teams are committed in their commitment to provide great projects and ensure that they are implemented appropriately. Our dedication includes customised training for your employees so that they may achieve their objectives. We are strong enough to endure any obstacles.
• 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: Our implementation services covers the migration from your existing toolsets that manage the below functions within your business: - IT Service Management (e.g. BMC Remedy, Cherwell, Hornbill, HP Landesk etc). - IT Operations Management - IT Business Management - Human Resources - CSM - SecOps.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: ServiceNow

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: This is a professional services contract for the implementation of third-party software (ServiceNow). Training and documentation for the ServiceNow platform are available and can be arranged according to customer requirements. We perform Train the Trainer and End User (Operator) training sessions for Process / Application owners as part of ServiceNow deployment before the UAT phase to ensure your organisation is ready for go-live.

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: For our customers, we provide as a single point of contact for any ServiceNow issues.; Our Service Desk team is responsible for all incidents involving the operation or behaviour of the ServiceNow application (including integrations). Our ServiceNow support team is qualified and experienced, and they effectively remediate and respond to events while maintaining a competitive SLA. We provide a Service Level Manager who also serves as an escalation point for service evaluations with the Service Owner/Manager on a continuous basis.; Furthermore, the Intelibliss support team keeps track of all Service Requests and HI instances for all ServiceNow interactions for all of our customers.

Service scope

• Service constraints: We don't have any limitations in terms of our ability to deliver ServiceNow implementations and support; however, we would discuss these activities with a customer as part of any exploration process to make sure that there are no misinterpretation, presumptions, or grey areas during the project lifecycle.; Services can be delivered in any Geo-Location, either remotely or preferably on the Customers site.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Up to 24/7 depending on support agreement
• 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: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Support levels: All other support solutions are priced on a tailored basis due to the highly individual nature of ServiceNow Services.

Resellers

• Supplier type: Reseller providing extra 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)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISO 27001
• ISO/IEC 27001 accreditation date: 1/1/2019
• What the ISO/IEC 27001 doesn’t cover: The actual datacenter environment is the only exception to the scope, as it is covered by the datacenter providers' own ISO certifications.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: These attestations can be shared under NDA
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: ServiceNow has produced an internal version of the CSA CCM document, as well as the self-assessment, which contains material that can only be disclosed under NDA protection to make the publication more relevant.
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SSAE 18 SOC 1 and SOC 2 Reports
  • BSI Cloud Computing Compliance Controls Catalog (C5) Standard
  • APEC Privacy Recognition for Processors (PRP)
  • FedRAMP High P-ATO For US Government Entities and Providers
  • ASD IRAP assessed for OFFICIAL and PROTECTED Cloud Services
  • UK Cyber Essentials Plus Certification

Social Value

• Social Value:

  Social Value

  • Tackling economic inequality
  • Equal opportunity

  Tackling economic inequality

  Intelibliss is addressing economic inequality in cloud services by democratizing access to advanced IT management tools, empowering organizations of all sizes to leverage efficient cloud solutions and compete on an equal footing.

  Equal opportunity

  Intelibliss promotes equal opportunity in cloud services by providing accessible, scalable, and inclusive solutions, ensuring that businesses of all sizes can harness the power of the cloud to drive innovation and growth on an equitable basis.

Pricing

• Price: £300 to £1,250 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 support@intelibliss.com. Tell them what format you need. It will help if you say what assistive technology you use.