Methods Business and Digital Technology Limited

ServiceNow Licencing

As a fully accredited ServiceNow Reseller, and Consulting and Implementation partner, the Methods ServiceNow Licencing Service provides you the ability to purchase licencing across the full ServiceNow products suite. Our team of certified ServiceNow professionals have the skills to advise on your ServiceNow licencing requirements quickly, effectively, and pragmatically.

Features

• Cost-effective ServiceNow Licence procurement through experienced Partnership
• Impartial, straight-forward consultation on available licences
• Deep knowledge of, and focus on, ServiceNow future roadmap
• Expert recommendations for cost-effective and most suitable licence options
• Act as the licencing liaison between customer and vendor
• Provide advice and remediation strategies for maintaining licence compliance
• Provide recommendations for an effective licencing provision process
• Support the licence lifecycle management strategy, including renewal reminders
• Assistance with subscription planning, purchasing and renewal management
• Advise on licence usage monitoring to inform cost-saving initiatives

Benefits

• Ability to agree licencing and delivery under one contract
• Seamless licence negotiation and renewal management
• Positioned to negotiate competitive pricing to improve buying power
• Pragmatic licence subscriptions aligned to a strategic roadmap
• Predictable licence costs with subscriptions aligned to budget planning
• Maximised ROI by fully utilising existing licence subscriptions
• Licencing compliance issues prevented with proactive monitoring
• Optimised costs by reducing unnecessary user licencing allocation
• Enhanced operational efficiency through appropriate licencing across the organisation
• Improved employee experience with controlled access to the platform

£1 a licence

• 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 bidteam@methods.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

846617917031412

Contact

Bid Team
020 7240 1121
bidteam@methods.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Chrome (latest public release and 2 previous)
  • Firefox & Firefox ESR (latest public release and 2 previous)
  • Internet Explorer (IE version 11 and up. Edge mode supported)
  • Microsoft Edge Chromium (latest public release and 2 previous)
  • Safari (Safari 12.0 and up)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 1 business day
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: "For ServiceNow licence sales, support operates from 9 to 5 (UK time), Monday to Friday via email and telephone.; ; ServiceNow provides Customer Support 24 hours a day, 7 days week, 365 days a year as part of the subscription cost."
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our team of certified ServiceNow professionals, have the skills to advise on your ServiceNow licencing requirements quickly and effectively.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The process for the return of data follows: 1) ServiceNow exports the entire database in a MySQL format. 2) ServiceNow provides the customer a set of instructions on how to import the data on the customer's side. 3) The customer can FTP the files from ServiceNow to their site. Customers are permitted to store data hosted within ServiceNow for the duration of their service subscription with ServiceNow. Under this model, the customer can purge or retain data according to their own retention policy. ServiceNow retains customer data for up to 45 days from the end of a contract. Within the 45 days, the customer can request their data to be sent to them in a standard database export format. After 45 days, all data from the customer instances is removed from ServiceNow servers.
• End-of-contract process: ServiceNow has several options for an exit management plan. At least thirty (30) days prior to either the expiration of the Subscription Term (where the customer elects not to renew) or in connection with the termination by the customer of the Subscription Service in accordance with ServiceNow's General Terms and Conditions, the customer may purchase the following services: (i) one (1) extension of the Subscription Service for up to six (6) months ("Transition Subscription Service"); and (ii) Professional Services. The customer pays in advance for the Transition Subscription Service at the monthly subscription fee rate charged to the customer in the expiring Order Form plus an additional ten percent (10%). The customer pre-pays for any Professional Services ordered during the transition period plus verifiable travel and expenses. The parties sign a mutually agreed upon Order Form setting forth the fees and purchased Subscription Service and Professional Services prior to the commencement of any Transition Subscription Service or Professional Services. ServiceNow can provide customer data in its standard database export format.

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: The platform uses responsive web design to allow the same interfaces to adapt and be displayed on devices of different dimensions. This means that both desktop and mobile users can access the same features in the same place, giving a consistent experience across all a user's devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The user interface (UI) is the main way to interact with the applications and information in a ServiceNow instance. There are a number of user interface versions available. Each new version is intended to provide an updated look and usability improvements.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: "ServiceNow products are tested with the following assistive technologies.; * JAWS; * NVDA; * VoiceOver; ; ServiceNow provides information about their testing, see: https://docs.servicenow.com/bundle/accessibility/page/administer/accessibility-508-compliance/concept/available-accessibility-conformance-reports.html"
• API: Yes
• What users can and can't do using the API: HTTP-based web services allow diverse applications to talk to each other. ServiceNow supports both inbound (provider) and outbound (consumer) web services. REST, SOAP and other APIs are supported.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The whole platform can be configured to client needs.

Scaling

• Independence of resources: Each ServiceNow instance is hosted in a single-tenant architecture on infrastructure scaled to meet SLAs

Analytics

• Service usage metrics: No

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 Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: "ServiceNow provides two types of encryption for data at rest upon customer request.; •Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. The customer provides keys for encryption. Data stored in these fields cannot be searched or reported on.; More details available on request; •Full disk encryption:Provided via self-encrypting hard drives with AES256 bit encryption. This capability is only available through purchase of dedicated ServiceNow hardware at additional cost. This delivers “at-rest” protection only and focuses solely on preventing data exposure through the loss/theft of hard disks holding customer data."
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Excel, CSV or XML
• Data export formats: CSV
• Data import formats: CSV

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 provides 99.8% availability (calculated monthly) for production instances.
• Approach to resilience: "ServiceNow’s data centers are arranged in pairs. All customer production data is stored in both data centers and kept in sync using asynchronous database replication. Both data centers are active at all times, each with the ability to support the combined production load of the pair. A production instance from one customer may be operating out of one data center in the pair and a production instance of another customer from the other.; More details available on request.; ServiceNow maintains continuous, asynchronous replication from the database in the current primary data center (read-write) to the secondary data center (read-only). To transfer a customer instance from a primary data center to a secondary, ServiceNow designates the secondary to be the primary and the primary to be the secondary if it still exists.; ServiceNow’s data centers and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple diverse network paths to avoid single points of failure."
• Outage reporting: ServiceNow have a customer portal where all requests, changes and incidents can be logged. Customers also now have complete transparency into the real availability of their production and non-production instances. Users can view the impact severity of issues and even drill into incident records to view details for problems. It is this level of transparency that further sets ServiceNow apart.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: SAML 2.0 based SSO, LDAPS
• Access restrictions in management interfaces and support channels: "By User Access control lists and Groups and user roles.; All ServiceNow staff are placed into Groups and have a user role, these groups and roles have access rights attached to them. Any person that will try to access an interface will have their group membership and user role checked and if they do not belong to the user role and group that is required to access that particular interface then access will be denied."
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV Business Assurance UK Limited
• ISO/IEC 27001 accreditation date: "Initial accreditation - 05/03/2010 Most recent accreditation - 18/12/2021 - 18/12/2024 "
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: "ISO 27001; SSAE 16 SOC 1 Type 1; SSAE 16 SOC 1 Type 2; SSAE 16 SOC 2 Type 1; FISMA; FedRAMP; FDA Quality Management System"

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 has a formally documented change management process that uses an internal ServiceNow instance to track change requests and approvals. All changes to production environments must go through the change management process. Change requests must include the change procedure, risk, and back out plans. Change requests are reviewed and approved by the Change Advisory Board (CAB). All assets are tagged and tracked though the ServiceNow CMDB.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: ServiceNow's Infrastructure stack is customised at each layer to specifically support the only application residing in the ServiceNow private cloud. With each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. Once it is determined that a patch needs to be deployed, the process then follows the Change Management process to identify the assets, the risk and potential impact to the environment, the testing process as well as the timeline for deployment.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: ServiceNow has an implementation of Sourefire for IDS and Splunk for SIEM. The IDS system monitors inbound traffic in the DMZ. Splunk does log collection on network devices, IDS and servers used to support customer information. These systems are monitored with both proactive alerting and regular log files reviews. Events are responded to within 24 hours.
• 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 has a formal documented Security Incident Response policy, process and workflow which aligns with NIST 800-61. ServiceNow Incident Response process includes event discovery, triage, escalation, notification (including customer notification) remediation, and post-mortem review.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  "Methods’ ISO14001 Environmental Management certification, Environmental Management System and policy, coupled with our Carbon Reduction Plan commitment to achieve net zero emissions by 2050, is supported by initiatives/policies such as: ; •hybrid working model and provision of tools for staff to work from anywhere; creating a sustainable balance between working remotely, in offices and on client sites; •supporting green transport options; cycle to work scheme; •providing locally-based consultants, minimising travel; •reducing paper usage, managing/storing documents electronically and controlling the use of print ; •using only LED lights and insulation in our offices that has zero ozone depletion potential ; •eliminating corporate use of single-used plastics ; •investing in carbon removal until we are removing all our residual emissions by 2030; •using MS teams for company and client meetings; •Partnering with local businesses to engage local resources in contract delivery; •promote the benefits of engaging local people and local suppliers through our supply chain; ; We report on our emissions and climate impact through our Carbon Reduction Plan (updated annually), using tools such as the Biodiversity Intactness Index (BII). We have adopted a carbon reduction target of decreasing carbon emissions over the next 5 years to 100.7 tCO2e by 2025 (a reduction of 45.8%). ; ; Two internal groups provide thought leadership on embedding environmental responsibility into everything we do; ; •Green team focuses on internal Methods’ environmental impacts; •Environmental Responsibility Community of Practice team focus on finding ways to help our clients to focus on theirs.; ; We have the following action plans in place and monitor progress as part of Environment Management System.; •Paper; promoting a paperless office culture; •Energy; reducing/minimising energy usage; •Water; reducing/minimising water usage; •Waste; eliminating single use plastics, promoting the use of goods with recycled content/reconditioned parts; •Procurement; promoting environmentally responsible practices throughout our supply chain"

  Covid-19 recovery

  "We’ve honed approaches to virtual workshops and continue to use these as part of a mix of engagement options to support remote working, delivering the associated benefits to our clients; increasing efficiency/productivity/opportunities for engagement, widening the resource pool open to our clients, minimising the environmental impact of travel. ; ; We have been working with jobseekers that were negatively impacted by the pandemic (e.g. redundancy) since March 2021 to improve CVs, interview skills, LinkedIn profiles, presentation skills to support them in returning to work. ; ; Methods sponsors schools via Business Education Events: dynamic, Gatsby-focused, employer-student events. Providing videocall support on employability skills; interview simulations; giving/receiving constructive feedback; confidence/self-esteem.; ; As teams return to face-to-face working, we are engaging staff/clients to develop safe, sustainable working practices:; •focusing on return-to-work opportunities; Methods supports numerous programmes/initiatives; ServiceNow’s Prince’s Trust-sponsored NextGen programme, Birmingham’s School of Code.; •continue up-skilling; promoting Local Community Fund grants for return-to-work schemes, education, ex-offender learning.; •working with clients reviewing/developing return-to-office plans/practices.; •supporting positive mental/physical health outcomes through:; -access to Employee Assistance Programme; provides 24/7 confidential support, access to webinars/newsletters and wellbeing resources and links to medical sites for health concerns; access to a trained counsellor; wellbeing programmes/videos, medical information (back pain, anxiety, stress, depression, CALM, Mind, ReThink), health checks, financial assessments.; -Covid-compliant social events to rebuild confidence/team ethos.; •health and safety risk assessments on all offices, resulting in:; -changes to office set-ups; social distancing, pre-booked workplaces, increased cleaning schedules, increased floor space.; -working arrangements; adjusting core hours, reducing peak-time travel.; ; We also continue to build on learning from our involvement in COVID-19 projects."

  Tackling economic inequality

  "Education, training and qualifications are essential for tackling economic inequality. We:; •support ServiceNow’s Prince’s Trust-sponsored NextGen programme and were involved at its inception, providing input for course structure/content focussed on the development of digital skills targeting excluded/disadvantaged groups/youth/women returning-to-work/Veterans/Refugees. Providing part-time government-funded digital degree courses; support/training to achieve ITIL/ServiceNow industry-recognised qualifications; apprenticeships targeted in areas ranked highest in the Index of Multiple Deprivation. ; •partner with Birmingham’s School of Code, helping create opportunities for disadvantaged young people; SFIA Levels 1&2 DevOps (all backgrounds, ages, often re-training from other sectors).; •engage with people from disadvantaged areas, including people Not in Employment, Education or Training (NEET), through outreach/social media. ; ; Our robust, diverse local ecosystem is strongly focused on improving local economies and providing access to knowledge/skills for local people/business; meaning less money and skills leave the local community/economy. 100% of contractors are either micro or SME businesses, along with Methods and our delivery partners. We:; •work in partnership with local businesses, purchasing of resources required to fulfil the contract locally, through SMEs with a registered local footprint.; •promote the benefits of engaging local people and suppliers through our supply chain, challenging negative preconceptions, removing barriers. ; •champion SMEs and micro-businesses, in partnership with the local Chambers/Local Enterprise Partnerships/VSCE infrastructures.; •will sign up to Social Enterprise UK’s Buy Social initiative.; •work with our supply chain to raise awareness, knowledge of modern slavery, fair working practices and encourage them to adopt best practice; we’ll include modern salary, fair payment terms and code of ethics in our supplier onboarding process, with regular progress, audit performance updates."

  Equal opportunity

  "Methods has a core focus on ensuring Diversity, Equality and Inclusion (DE&I) throughout our working practices:; •All colleagues complete DE&I training in respect of internal working practices/services. In 2020, 10 designers attended UAL short-course Designing for Inclusion to ensure our products/services are fully inclusive, attempting to address systemic inequalities.; •Use various recruitment techniques to attract diverse candidates; posting jobs with clear qualifications/skill needs; avoiding language which might dissuade candidates from minority backgrounds; using several CV-assessors to avoid bias.; •Offer skills development/job creation opportunities to attract candidates from diverse backgrounds; apprenticeship schemes, retraining/upskilling initiatives, internal qualifications attainment, employment coaching/mentoring.; •Offer flexible working to accommodate parental responsibilities, disabilities, religious/cultural requirements.; •We report on the gender composition of our workforce and pay is set by role, not gender.; •Our staff demographic: 33% BAME, 42% women, 2% low income, 5% disabled, 5% Ex-Armed Forces, 5% LGBTQ+; ; Our teams focus on EDI, have undergone specific training and ensure under-represented groups have a voice. We have an accessibility lead and champions.; ; Our accreditations include Social Value Mark Level 1, Armed Forces Employer Recognition Scheme (Silver), Disability Confident: Committed status, Investors in People and are signatories to the Race at Work Charter.; ; Methods is a member of the Association of Professional Staffing Companies (APSCo). We have passed external quality checks to ensure we are in strict compliance with Members Code of Conduct, Trusted Partner Code of Conduct and APSCo Member Risk Assessment. ; ; We’ve zero tolerance to slavery and human trafficking and employ systems in our business/supply chain to:; •Identify, assess and monitor potential risks of slavery and human trafficking; •Mitigate/resolve identified risk; •Protect whistle-blowers; Our dedicated Delivery Assurance and Support Team ensure all partners/sub-contractors sign up to and comply with our Anti-Slavery & Human Trafficking Policy. We exercise rights of audit to ensure we enforce the policy."

  Wellbeing

  "We’re committed to our employees, ensuring fair working practices, financial wellbeing, training and development. We support positive mental/physical health outcomes. ; ; All staff have:; •regular manager check-in meetings to provide ongoing support, quick action is taken as required.; •access to extensive wellbeing tools/support on our intranet: Mental Wellbeing toolkit; Health Assured toolkit; Yoga, Pilates and Meditation classes. These have been invaluable for most if not all employees, especially during Lockdown.; •access to our Employee Assistance Programme, which provides: 24/7 confidential support, access to monthly webinars, weekly newsletters and wellbeing resources and links to medical sites for health concerns, access to a trained counsellor, four-week wellbeing programmes, wellbeing videos, medical information (including back pain, anxiety, stress, depression, wellbeing), health checks, financial assessments.; ; Methods promotes work-life balance, supporting staff with personal/family commitments and a flexible approach to when staff work their hours. Managers focus on staff achievements and progress rather than presenteeism and monitoring staff presence in the office. ; ; We support employees working full/part-time or compressed hours, in the office, virtually, or in a hybrid manner depending on individuals’ preferences and role based/client commitments. We believe it is important to offer a greater balance between work and personal/family commitments, and always consider requests for changes in working patterns where feasible. All staff are supplied with the tools and technology required to do their jobs outside of the office.; ; In addition to our extensive wellbeing tools and support, we further engage those self-declaring as disabled, to ensure we are providing applicable tools via our augmented Diversity, Equality and Inclusion programme. We endeavour to publicly report on staff health and wellbeing.; ; To improve community integration, Methods develops content/promotes industry/community engagement via 21 bimonthly Communities of Practice (CoPs). CoPs develop whitepapers, share ideas with clients, develop partnerships, engage vendors, host industry events and promote best practice.

Pricing

• Price: £1 a licence
• Discount for educational organisations: Yes
• 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 bidteam@methods.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.