VISIONET EMEA LIMITED

Visionet Implementation Services - ServiceNow Enterprise Service Management (ESM)

Visionet provides end-to-end implementation, configuration, migration, upgrade and optimisation services for ServiceNow Enterprise Service Management (ESM). We help public sector organisations standardise and modernise service delivery across IT and non-IT functions using ServiceNow best practices, user-centric design and proven governance frameworks, delivering improved efficiency, experience and measurable outcomes.

Features

• ServiceNow ESM implementation using ITIL-aligned best practices
• Enterprise workflow automation across IT and non-IT services
• Single data model enabling cross-functional service visibility
• Integration with enterprise systems using ServiceNow Integration Hub
• AI-enabled insights for proactive service improvement
• Standardised incident, request, change and problem management
• User-centric service design using design-thinking methodologies
• SLA and XLA configuration and performance measurement
• Secure role-based access and governance controls
• Real-time dashboards and operational reporting

Benefits

• Automate repetitive tasks to cut incident volume by 66%
• Deliver self-service options deflecting 35-42% support cases
• Increase cross-team efficiency by 14% through shift-left automation
• Raise operational efficiency up to 50% with unified platform
• Accelerate employee onboarding through standardised service workflows (35% faster)
• Improve HR case handling efficiency with unified service management (>24%)
• Reduce manual errors through integrated, automated service processes
• Gain real-time service visibility with actionable dashboards and insights
• Improve service accountability using SLA and XLA tracking
• Increase infrastructure provisioning speed through automated cloud workflows (40%)

Service documents

• Pricing document

  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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

878640918065140

Contact

Jawad A Khan
+447721235694
jawad.a.khan@visionet.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: ServiceNow Software-as-a-Service (SaaS) platform, including ServiceNow Enterprise Service Management capabilities such as IT Service Management (ITSM), Service Integration and Management (SIAM), Human Resources Service Delivery, and other ServiceNow enterprise workflow modules.
• Cloud deployment model: Public cloud
• Service constraints: None - As it is controlled by ServiceNow
• System requirements:
  • Users typically need an Internet connection
  • Common web browser e.g. Edge, Firefox, Safari, Google Chrome
  • Supported identity provider for authentication (for example SSO)

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Visionet has the ability to provide email or online ticketing support 24/7. Our expectation is that the ticket tracking system is cloud based, accessible remotely, and available 24/7/365 in order to provide real-time, on-demand support from anywhere. We assume SOC Service Desk Plus support ticket tracking system has integrated tools to support the monitoring, tracking, and reporting of incidents. These tools are necessary in order to issue reports and track our compliance with agreed upon service level targets as well as to identify trends in call topics, peak volume times, and subsequently identify potential areas of improvement in operational efficiency.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Yes, we use Microsoft Teams for chat.
• Onsite support: Yes, at extra cost
• Support levels: At Visionet, our comprehensive support framework adheres to ITIL standards, delivering 1st, 2nd, and 3rd line support to both public and private sector clients. Our incident management process ensures swift resolution. Each client receives a dedicated Account Manager and Client Partner for personalized attention. We offer a unified support model manned by cloud support engineers, with optional weekend phone support available upon request. Our proactive approach prioritizes short-term issue resolution alongside long-term fixes. An established escalation process guarantees swift resolution, overseen by designated Account Managers who conduct monthly reviews, either remotely or on-site. Performance is monitored through KPIs aligned with SLAs and other critical support metrics. Security clearance is a fundamental aspect of our staff training and policy.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Visionet helps users start using the ServiceNow Enterprise Service Management service through a structured, advisory-led onboarding approach. We begin with discovery and strategic assessments to understand organisational objectives, service maturity, and user needs, followed by a tailored implementation and adoption plan aligned to ServiceNow best practices.; ; We support user enablement through role-based training delivered either onsite or remotely, covering end-user, agent, and administrator use of the ServiceNow platform. Training is supported by knowledge transfer sessions, process documentation, and access to ServiceNow and Visionet best-practice materials.; ; During and after go-live, Visionet provides hypercare, operational support, and continuous improvement guidance to help users adopt standardised processes, effectively use the service interface, and embed the platform into day-to-day operations.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract ends, users can extract their data directly from the ServiceNow platform using standard export and reporting capabilities. ServiceNow supports data extraction through built-in export functions (for example CSV, Excel, and PDF reports) and through REST APIs for bulk or automated data retrieval. Visionet can assist users by identifying relevant data sets, configuring exports or API access, and supporting a controlled data handover in line with ServiceNow best practices and customer governance requirements.
• End-of-contract process: At the end of the contract, Visionet will complete any agreed handover activities and provide relevant implementation documentation and knowledge transfer, where applicable. The customer continues to retain full access to their ServiceNow SaaS environment, which is contracted directly with ServiceNow and is not impacted by the end of Visionet’s service engagement.; ; The contract price includes the agreed implementation, configuration, integration, training, and knowledge transfer services delivered by Visionet during the contract term. ServiceNow software licences, hosting, and platform support are not included, as these are purchased separately by the customer from ServiceNow.; ; Any additional services requested outside the original scope; such as extended support, further customisation, new integrations, data migration assistance, or post-contract transition support; would be subject to additional cost and agreed separately.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The ServiceNow platform provides a responsive web interface and native mobile applications for iOS and Android. Mobile users can submit requests, view tasks, receive notifications, and perform approvals. Desktop access provides the full user interface and administrative capabilities, including configuration, reporting, and advanced workflow management.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service interface is delivered through the ServiceNow web-based platform, providing a single, role-based interface for end users, agents, and administrators. Users access services through configurable service portals with catalog-driven requests, self-service capabilities, and real-time status visibility. Service teams use standardised ITSM and ESM workspaces for incident, request, change, and case management, supported by dashboards, reporting, and SLA/XLA tracking. The interface is built on a single data model and supports integrations via ServiceNow Integration Hub and APIs, enabling a consistent experience across IT and non-IT services.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Visionet relies on ServiceNow’s platform-level accessibility testing, which includes testing with assistive technologies such as screen readers and keyboard-only navigation. During implementation, Visionet configures and validates service portals and workflows using ServiceNow accessibility best practices and guidance, and supports user acceptance testing where buyers choose to include users of assistive technology.
• API: Yes
• What users can and can't do using the API: ServiceNow’s REST and SOAP APIs can be used to integrate external systems, create and update records (such as incidents, requests, cases, users and assets), automate workflows, and retrieve real-time service data. Initial platform setup, configuration of core ESM processes, security roles, and complex integrations are typically not performed solely through APIs and require administrative access and guided configuration. API usage is subject to ServiceNow platform controls, role-based access, rate limits, and supported data models. ; ; Visionet helps users design secure integrations, configure API access, implement automation, and ensure API usage aligns with ServiceNow best practices and governance standards.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the service by configuring the ServiceNow platform to meet their organisational needs. Configurable elements include workflows, service catalog items, forms and fields, user roles and access controls, SLAs/XLAs, dashboards, reports, notifications, and integrations with external systems. Customisation is carried out using ServiceNow’s built-in configuration tools, low-code capabilities, and APIs within supported sub-production environments. Customisation can be performed by authorised customer administrators and developers, with Visionet supporting design, implementation, governance, and best-practice configuration to ensure maintainability and upgrade compatibility.

Scaling

• Independence of resources: ServiceNow operates as a multi-tenant SaaS platform designed to ensure logical separation and performance isolation between customers. Each customer’s data, configurations, and transactions are securely isolated, and the platform uses built-in resource management, load balancing, and capacity controls to manage demand across tenants. ServiceNow monitors platform performance continuously and scales resources to maintain service levels. Visionet does not manage infrastructure resources but designs implementations and configurations in line with ServiceNow best practices to ensure efficient usage and avoid contention within the customer’s own environment.

Analytics

• Service usage metrics: Yes
• Metrics types: ServiceNow provides comprehensive usage and performance metrics through built-in reporting, dashboards and Performance Analytics, allowing organisations to track key performance indicators (KPIs), trends and service health in real time. Metrics include service request volumes, incident resolution times, SLA compliance, portal usage, and custom indicators defined by the customer. These metrics are visualised through interactive dashboards and reports that support decision making, trend analysis and continuous improvement, and can be tailored to roles and business needs. Visionet helps customers design, configure and interpret these analytics to ensure meaningful insights across IT and enterprise service functions.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data from the ServiceNow platform at any time during the contract using standard ServiceNow capabilities. This includes built-in data export tools (such as CSV, Excel, and PDF reports) and REST APIs for structured or bulk data extraction. Data access and retention are governed by the customer’s contract with ServiceNow. Visionet can support users by identifying required data sets, configuring exports or API access, and assisting with controlled data extraction where required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • XML
  • JSON
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • JSON
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: ServiceNow protects data internally using platform encryption (e.g., Platform Encryption and Column-Level Encryption) and built-in access controls rather than simple network protocols like TLS or VPN. These encryption and access control mechanisms safeguard data at rest and within the ServiceNow environment.

Availability and resilience

• Guaranteed availability: Availability of the ServiceNow platform is governed by the customer’s contract with ServiceNow. ServiceNow provides a financially backed availability commitment, typically 99.8% monthly uptime, excluding scheduled maintenance, as defined in the ServiceNow Subscription Service Guide and applicable SLAs. If ServiceNow does not meet the committed availability level, customers may be eligible for service credits in accordance with ServiceNow’s service credit policy.; ; Visionet does not host or operate the ServiceNow platform and therefore does not provide separate availability SLAs for the underlying service. Visionet’s implementation and support services are delivered in line with agreed project plans or support agreements, and any service credits or remedies related to platform availability are provided directly by ServiceNow under the customer’s agreement.
• Approach to resilience: ServiceNow is designed for resilience using geographically paired data centres, redundant infrastructure, and automated failover to maintain service availability. Data is replicated and backed up in line with ServiceNow operational policies, and resilience controls are independently assured through recognised third-party audits. Visionet aligns implementations to this resilient architecture by applying ServiceNow best practices, using non-production environments, and supporting continuity and recovery planning.
• Outage reporting: ServiceNow reports outages through its in-platform status and outage views where active outage records are displayed. Administrators can configure email and in-platform notifications triggered by outage events. Customers can also use dashboards to monitor outage records and service health.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Visionet has restricted access to all the instances which is controlled by MFA and PAM with role based security.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Compliant with SOC 1 and 2, ISO27001, PCI-DSS, GDPR
• Information security policies and processes: Visionet follows industry-recognised information security policies aligned to ISO/IEC 27001 and Cyber Essentials standards. Visionet operates an ISO 27001-certified ISMS, supported by regular audits, mandatory security training, and defined governance and reporting structures. The ServiceNow platform complies with recognised standards including ISO/IEC 27001, SOC 1 and SOC 2 Type II, and CSA CCM, as published in ServiceNow Trust & Compliance documentation.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Visionet follows defined configuration and change management processes aligned to recognised industry standards. Service components, configurations, and customisations are documented and tracked throughout their lifecycle using controlled repositories and ServiceNow’s own configuration and change capabilities.; ; All changes are formally assessed, approved, tested, and implemented in line with agreed governance processes. Security impact is considered as part of change assessment, including review of access controls, data handling, and platform best practices. Changes are tested in non-production environments before deployment to live services.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Visionet comply with ISO 27001:2022 standards. For VA/PT/SAST/DAST Visionet has implemented Rapid 7, Nessus, HCL AppSCan, and Veracode. Also VA is executed internally and by external third party vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Visionet operates protective monitoring processes aligned to recognised security standards. Potential compromises are identified through continuous security monitoring, vulnerability management tooling, and log review across Visionet-managed systems used to deliver the service.; ; When a potential compromise is detected, incidents are assessed, contained, and escalated in line with defined incident response procedures, including customer notification where relevant. Response times are based on incident severity, with high-severity incidents investigated immediately and acted on without undue delay.; ; ServiceNow’s platform independently operates its own security monitoring, incident detection, and response processes, as documented in ServiceNow Trust & Compliance materials.
• Incident management type: Supplier-defined controls
• Incident management approach: Yes, Visionet has pre-defined processes for common events. Visionet has well defined procedure on incident management. The team is monitoring 24x7 events and control the incidents in real time. The incident reports are available and can be provided as and when requested by the customers via email. Visionet also offers a whistle-blowing hotline for anonymous report submission.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 3%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: GMS INTERCERT SERVICES
• ISO/IEC 27001 accreditation date: Wednesday 23 June 2021
• What the ISO/IEC 27001 doesn’t cover: Not Applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: GMS INTERCERT SERVICES
• ISO 9001 accreditation date: Thursday 13 March 2025
• What the ISO 9001 doesn’t cover: Not Applicable
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Friday 1 March 2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not Applicable
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sysnet Global Solutions
• PCI DSS accreditation date: Tuesday 12 December 2023
• What the PCI DSS doesn’t cover: Not Applicable
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E7f12ebf-757f-4ba2-b918-a2e69c4308b5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Dea421ad-56e2-44f5-ae1d-8208ca0ca92b
• Other security certifications: Yes
• Any other security certifications:
  • SOC1 TYPE 2
  • SOC2 TYPE 2
  • ISO 27001:2022, 27701
  • HIPPA Compliant
  • GDPR

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

Service documents

• Pricing document

  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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.