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UP3 Services Ltd

Managed Services

We offer a best in class ServiceNow platform support and agile development capability, and know how to design and deploy an effective ServiceNow operating model, with a talented team that understands Service Management and cares about the outcomes we deliver.
Everything you need to operate, optimise and enhance ServiceNow.

Features

  • Certified Managed Service team covering support and engagement
  • Standard service operation Mon-Fri and extended up to 24x7
  • Core support with agreed SLAs for incidents and standard requests
  • Support provided within customer ServiceNow instance
  • Platform Management
  • Demand management
  • Minor enhancements
  • Agile development
  • Workflows, automation and proof of concepts
  • Service reporting

Benefits

  • True managed service assumes full responsibility for customer's ServiceNow instance
  • Fixed, predictable service cost with consistent service levels
  • Dedicated certified support team with deep understanding of customer's environment
  • Eliminates reliance on hard to find, expensive ServiceNow resource
  • Pragmatic onboarding process includes platform health check and remediation
  • Access to broad level of expertise leveraged across multiple customers
  • Vastly reduces risk of upgrades and deployment of new applications
  • Increases organisation's capacity to offer new applications and services

Pricing

£100,000 to £750,000 a unit a year

Service documents

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 matthew.shears@up3.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

8 3 5 2 1 7 9 7 5 5 0 7 2 6 0

Contact

UP3 Services Ltd Matthew Shears
Telephone: 0203 432 1432
Email: matthew.shears@up3.co.uk

Planning

Planning service
Yes
How the planning service works
As documented under LOT 3 Implementation Services UP3 uses the ServiceNow NowCreate methodology (Initiate, Plan, Execute, Deliver, Closure) to migrate customers to the cloud, between cloud services, or onto new applications on an existing ServiceNow instance.

Our delivery and managed service teams are fully aligned ensuring the customer is supported through a project and seamlessly migrated into support following a production go live.

Managed Service planning begins during the Execute (or development) stage of the implementation so we can fully assess the scope and complexity of the application(s) and how this will support the business process. During this phase we begin production of an Operations Manual that outlines how the manged service will be delivered and governed. The customer is onboarded to the managed service during the Deliver (service transition) stage of the implementation.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
ServiceNow

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
As documented under LOT 3 Implementation Services UP3 uses the ServiceNow NowCreate methodology (Initiate, Plan, Execute, Deliver, Closure) when implementing ServiceNow to migrate customers to the cloud.

During the Deliver (service transition) stage of the implementation the customer is onboarded to the UP3 managed service. The managed service team will have access to all implementation documentation (including technical designs and process documentation) and resources (including the nominated customer stakeholders) so they can fully assess the scope and complexity of the application(s) and determine how they will be supported.

The UP3 managed service migration/onboarding is documented in a timeline that includes the following stages; Start, Review, ServiceNow Partner activities, Onboarding activities, Pre-go live activities, Managed Support go-live and post go-live activities. These activities typically take 4 weeks to complete depending on the scope and complexity of the customer implementation.
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
We provide a QA function, incorporating QA and testing on ServiceNow using tools such as Advanced Testing Framework (ATF), and processes such as Peer Review, Test Scripts, Root Cause Analysis on the platform. We use ServiceNow Performance Management Tools to optimise our customers' instances.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
We support ServiceNow software only

Service scope

Service constraints
No, support is on-site and remote with global 24x7 cover available.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
We provide a full Managed Service to support and optimise ServiceNow for our customers. Response and resolution targets are defined in our SLA's and contractually and operationally agreed with the customer. Typical target response for a P3 ticket would be two hours.
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
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Testing is documented in the Accessability Conformance Report for ServiceNow webchat, available at https://downloads.docs.servicenow.com/resource/enus/compliance/washington_acr_virtual_agent.pdf
Support levels
We provide a a Managed Service to support and optimise ServiceNow. Our support levels start at standard UK business hours cover, through to 24x7 cover. Response and Resolution SLAs are standard, in some instances they can be increased based on specific customer needs, to support a business critical service for example. All support levels include access to our team of Support Consultants, Support Lead Consultants, a Technical Account Manager, and a Solutions Architect.

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 Developed Vetting (DV)

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
Yes
Other security certifications
No

Social Value

Social Value

Social Value

Equal opportunity

Equal opportunity

We are committed to embracing equality, inclusion and encouraging diversity amongst our team which is demonstrated through our values, employment policies, procedures and practices.

Our ethos is to respect and value people’s differences and to help everyone achieve more at work, as well as in their personal lives, so that they feel proud of the part they play in our success.
Our aim is that our team will be representative of all sections of society and each person feels respected and able to give their best. This applies through all stages of the candidate and employee lifecycle.

Pricing

Price
£100,000 to £750,000 a unit a year
Discount for educational organisations
No

Service documents

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 matthew.shears@up3.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.