Devoteam

ServiceNow Support

Elite partner, experienced across all workflows providing support services oriented around the ServiceNow platform delivering industry-leading insight across Government, with Security Cleared professionals in ITSM/ITAM/ITOM/SPM/HRSD/Integrations/CMDB and business change.

UK resources with a broad range of technical and solutions expertise delivering centrally; public/private sectors from design/implementation/support; augmented and outsourced services available

Features

• Covers the breadth of capabilities offered by the ServiceNow platform
• Support and guidance on patching, cloning, upgrades and technical enhancements
• 800+ certified ServiceNow professionals delivering shared and managed services
• Monthly enhancement and request cycles to deliver maximum value
• Focus on tooling optimisation and exploiting OOTB capabilities
• Integration support across a range of API/Rest protocols and IntegrationHub
• Consistent methodology adopted whether implementation or support being delivered
• Support for report generation and governance to ensure optimal reporting
• System configuration management following ServiceNow best practice guidance
• Regular platform audits to ensure data security, privacy and compliance

Benefits

• Consistency in resource; holiday, sickness and unforseen absence accounted for
• Shared resource pool to deliver technical expertise and knowledge transfer
• Predicatble and reliable service, Service Level reporting completed monthly
• Continual Service Improvement initiatives captured and reported on
• Monthly strategic consultation with Principle Technologist included
• Client lead assigned ensuring support and enhancements are consistently delivered
• Experienced consultants providing extensive knowledge to augment/enhance internal capability
• Reduced business risk by Devoteam providing 24/7 x 365 support
• Security cleared Consultants with ServiceNow, ITIL, Agile and PRINCE2 certifications
• ServiceNow CMA/CTA, ITSM, ITOM, ITAM, CSM, SecOps and HRSD experts

£700 to £2,250 a unit a day

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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

Framework

G-Cloud 14

Service ID

763686626029409

Contact

John Lacey
02072882800
ukgovtenders@devoteam.com

Planning

• Planning service: Yes
• How the planning service works: We provide a highly experienced and accredited team of ServiceNow professionals, well versed in the art of configuring the platform to suit specific customer requirements while challenging clients' understanding and existing processes to ensure success during the implementation and ongoing ServiceNow journey. This starts with a clearly defined technical, operational and process oriented plan built in collaboration with our client to design a work package capable of delivering success at all levels. Understanding the nuance of each client, while delivering a best practice approach is an integral part of the process and planning for the adoption of a new technology is the key first step whether a smaller local authority or a nationwide governmental body.
• 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: Devoteam offers both train-the-trainer and peer to peer knowledge transfer solutions, depending on the customer requirements, which can be provided directly to the relevant parties as agreed with the client, either onsite or remotely via a video link to the preference of the client. Close collaboration is key to success in this area. We also assist the customer with the creation of "Run Books" for repeatable processes to enable a cost-effective way of reproducing repetitive tasks utilising in house resources moving forward.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Devoteam provide an end to end customer focused service using agile methodology and exploiting Out Of The Box functionality where possible. Devoteam design and implement fully configured ServiceNow solutions including business applications and integration to 3rd party platforms. With extensive knowledge of migrating from old onsite legacy platforms to SaaS cloud based solutions, and with structured planning, we eliminate downtime and prevent the loss of data.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Devoteam engage the client resources via workshops throughout the design and build activities. We run informal UAT activities during our development activities, allowing us to address any knowledge gaps and technical gaps as they are identified, easing the process of formal UAT. We support our clients through formal UAT and perform smoke testing and early life support in the Production environment. The Automated Test Frameworks that we build in conjunction with the new functionality allow our clients to seamlessly test the new ServiceNow releases optimising the future upgrade process. We understand UAT can be a challenge for customers, our primary aim is to work with them to ensure the right level of testing is carried out against the agreed requirements.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security incident management

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We offer our on-going support under a range of commercial models such as a fixed fee per annum with a scoped level of support associated or on a call-off basis. We also have access to a dedicated ServiceNow Managed Service offering 24/7 coverage.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLAs are bespoke and can be tailored to individual customers' needs.
• 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: Support is designed to give flexibility to the customer and is sized based on their needs, scale of their implementation and support hours required. This enables customers to dovetail support from Devoteam with any internal ServiceNow capabilities that they retain, giving a seamless experience to the user. Support can include, but is not limited to Incidents, Requests, Enhancements, Maintenance and Upgrades. Additional options are also available such as access to one of our Advisory Consultants and Innovation Days tailored to the Customers business objectives.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: ServiceNow

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 06/02/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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

  We measure our Carbon footprint. In 2022 Devoteam emitted around 38,000t of CO2e, which corresponds to 3,7t per employee. DevoteamUK is certified to Platinum Standard ISO 14001 (Environmental Management).; ; We want to mitigate our impact on climate change.: Travel represents a third of our carbon footprint, therefore a group wide travel policy has been implemented.; ; Employees are encouraged to avoid business travel where possible and to utilise video conferencing tools for internal and external meetings. Hybrid working is encouraged, we only favour in-person interactions when meeting with our key clients. ; ; Travel options that are more environmentally friendly are promoted. Employees are encouraged to take the train or share cars on business trips. Devoteam group is encouraging the use for fossil-free business travel alternatives.; ; Devoteam delivers annual, compulsory awareness and education providing Employees with information to help them make more conscious business travel decisions; ; Our Internal IT and office equipment represent 13% of our carbon footprint: ; IT assets - Our objective is to increase the lifespan of these assets. E-waste is managed at the individual company level, with each entity managing this locally.; ; Applications and cloud services - Group IT takes care to optimise the usage of these core services. Regular awareness sessions and training is offered to all employees to adapt their behaviour, optimise their IT use and lower our emissions in this field.; ; To ensure employee awareness and engagement in 2023 we ran an earth week and sustainable development month, offering different activities to 4000+ employees and these campaigns are running again in 2024.; ; Finally, all our propositions are being optimised to include greater sustainability and reduced environmental impact for our customers. This includes modernisation of technology and proactive tracking and reporting of system usage to optimise usage and reduce carbon emissions.

  Covid-19 recovery

  At Devoteam, we’ve pioneered digital solutions that have assisted our organisation as well as our partners and clients in navigating the challenges of Covid-19 and the ongoing recovery efforts. ; ; We’ve enabled organisations to seamlessly provide remote access to services through the deployment of various applications. By prioritising accessibility and efficiency, we’ve empowered clients to adapt and thrive in this uncertain time. While helping them transition and innovate digital service delivery along the way. ; ; Some examples of initiatives across Devoteam ; Weekly Wellbeing Calls; ; Stress Management Training; ; MHFA; ; Devoteam remains committed to foster resilience and drive further recovery efforts across our own organisation and those we work with.

  Tackling economic inequality

  At Devoteam, we are deeply committed to addressing economic inequality and fostering economic diversity within our company and beyond. Our core values emphasise providing opportunities for individuals from all socioeconomic backgrounds to succeed and thrive.; ; To achieve these goals, we have implemented various initiatives and programmes:; ; Increasing Economic Diversity in the IT Market:; We strive to increase economic diversity in the IT market by providing pathways for individuals from diverse socioeconomic backgrounds to enter tech careers. Through local initiatives, we reach out to schools and communities to promote tech careers and provide information about the opportunities available.; Ensuring Equal Treatment for All Employees:; We are dedicated to ensuring equal treatment for all Devoteamers. Our Gender Equality Index ensures fairness and equity in all aspects of employment, regardless of economic background.; Partnering with Organizations to Address Economic Inequality:; We partner with organisations focused on addressing economic inequality, offering mentorship, internships, and training programs to individuals from underprivileged backgrounds. Our collaborations aim to break down barriers and provide pathways to economic success.; Financial Literacy and Career Development Programs:; We offer financial literacy and career development programs to empower employees from all socioeconomic backgrounds to manage their finances effectively and advance in their careers. This includes training during events like the European Sustainable Development Week.

  Equal opportunity

  Devoteam is dedicated to promoting equal opportunities and fostering diversity and inclusion within our company. Our core values focus on increasing diversity in the IT market, ensuring equal treatment for all Devoteamers, and providing opportunities for talents from all backgrounds to thrive.; ; To achieve these goals, we have implemented various programmes and initiatives aimed at promoting diversity and inclusion:; ; We partner with organisations like CoderDojo4Girls to promote women in tech careers. This initiative provides opportunities for young girls to explore and develop their interest in technology, helping to increase the number of women in the tech industry.; ; We are committed to facilitating disability at work. We provide specialised training on digital accessibility to our creative tech experts, addressing the challenges faced by people with disabilities in the digital world and sharing best practices to make their lives easier. Additionally, we participate in the Gender Equality Index, ensuring equal treatment for all our employees.; ; We focus on promoting tech careers and training opportunities to a wider population. By informing individuals about the various career paths available in IT, we aim to attract talents from diverse backgrounds to join our team.; ; We are dedicated to creating a more diverse, equitable, and inclusive workplace. Through internal programmes and initiatives, we strive to foster an environment where everyone feels valued and respected.; ; Our Diversity & Inclusion internal programme promotes a culture of inclusion and belonging. We recognise the importance of creating a workplace where all employees feel empowered to contribute their unique perspectives and talents.; ; For our overseas talent, we offer relocation programmes to facilitate and financially support their establishment in our company. This ensures that talented individuals from around the world have the opportunity to join our team and contribute to our success.

  Wellbeing

  Devoteam prioritises mental and physical wellbeing within its employees and several strategies are implemented to support employees' well-being. Key among these is the presence of Mental Health First Aiders (MHFA), trained individuals who offer immediate support to employees experiencing a mental health crisis. They serve as a bridge to professional help, aiming to preserve life, alleviate suffering, and promote recovery. MHFAs are trained to recognize signs of mental distress, initiate supportive conversations, listen non-judgmentally, assess risk, and guide colleagues toward professional resources while maintaining confidentiality.; ; Beyond crisis support, Devoteam also provide educational resources on mental health. These include leaflets and links to reputable sources like the World Health Organization (WHO), St. John Ambulance, and Mind, which offer information on common mental health issues and coping strategies. Such resources help raise awareness among employees and reduce stigma associated with mental health problems.; ; Line managers receive guidance to help them work with employees experiencing mental health issues, whether diagnosed or not. This support includes creating individualised care plans with input from the employee. These care plans detail the employee's condition, any required adjustments, medication, emergency contacts, and the role the company plays in supporting the employee.; ; Promoting a healthy work environment also involves organising events that encourage good mental health practices, motivating employees to take regular breaks, exercise, and manage their annual leave throughout the year. Employees experiencing stress are encouraged to seek support from Mental Health First Aiders, line managers, or HR.; ; Devoteam also recognises the positive benefits that physical activity has on the body and the mind and encourages and supports employees to keep physically active.; ; Overall, Devoteam seeks to create a supportive workplace culture where employees feel safe, valued, and able to seek help without stigma.

Pricing

• Price: £700 to £2,250 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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