EVOKE TECHNOLOGIES

Evoke Technologies ServiceNow Technology Workflows Implementation & Support Services

Evoke is an industry leader providing design, development, implementation & support services for ServiceNow Solutions. Using the Now Platform, clients can swiftly revolutionize Technology business services, leveraging a comprehensive suite of IT solutions including ITSM, ITOM, SPM, DevOps, ITAM, SecOps, GRC & TSM.

Features

• Designing and implementing IT service management operating models
• ServiceNow Specialist Partner, expertise in Solution Architecture, Design and Delivery
• Providing support, maintenance and enhancements to ServiceNow solutions
• Comprehensive testing and quality assurance services
• Offering training programs covering processes and products
• Seamlessly integrating with ServiceNow, optimising system interoperability and functionality
• Employing an agile/data-driven deployment approach, ensuring rapid and adaptable implementations
• Automating workflows on ServiceNow, enhancing operational efficiency and productivity
• Offering Survey Management, Helpdesk, ServiceDesk, Portal development, CMDB, CSDM, SecOps

Benefits

• Expertise in all modules of the ServiceNow Platform
• Agile project methodology, visual task boards, interactive engagement
• Advice and strategic planning to ensure ServiceNow meets organisational needs
• Optimised operational efficiency and cost savings using ServiceNow
• Advice aligning ServiceNow initiatives with the organisation's long-term strategic objectives
• Identify and mitigate upgrade risks, leveraging capabilities for continuous improvement
• Streamlined processes minimise deployment time/costs while optimising operational efficiency
• Empower users with self-service capabilities, minimising support costs

£190.00 to £1,200.00 a unit a day

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

Framework

G-Cloud 14

Service ID

882045452756660

Contact

Adrian Bignall
07760999268
abignall@evoketechnologies.com

Planning

• Planning service: Yes
• How the planning service works: Evoke conducts a comprehensive analysis of your organisation's workflow needs and objectives, ensuring a deep understanding of the project requirements.; ; Based on our analysis, we develop a detailed project plan outlining timelines, milestones, resources, and dependencies to ensure a structured and organised implementation process.; ; Our planning process is closely aligned with your organisation's business objectives and priorities.
• 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: Evoke offer customised training programs to educate the team on ServiceNow solutions and best practices. Our training sessions cover various topics, including system administration, configuration, and end-user training, to empower your team to effectively utilise ServiceNow tools and maximise productivity. As part of any development / project delivery engagement Evoke would provide, guided hands-on configuration / development activities, individual and team-based mentoring/coaching and design and implementation reviews of developed features, including guidance for improvements.
• 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: Evoke utilises its own Migration frameworks, developed from insights gained through ServiceNow migration projects, to facilitate smooth and successful transitions.; ; Migration services include configuring the ServiceNow platform to align with your organisation's processes and requirements.; ; Facilitate with the seamless transition of data and workflows from legacy systems to ServiceNow, ensuring minimal disruption to your operations.
• 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: Before the UAT phase of ServiceNow implementation, Evoke conducts Train the Trainer and End User training sessions for Process/Application owners, ensuring your organisation is ready for UAT and go-live.; ; Quality assurance is an integral part of the ServiceNow Implementation Methodology, encompassing code and peer reviews, and supporting the customer through various phases including Development, Systems/Integration/Regression, User Acceptance Testing, and Hyper Care.; ; Additionally, we utilise the ATF (Automated Test Framework) to further enhance the quality assurance process within the Evoke ServiceNow Implementation Methodology.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security testing
• Certified security testers: Yes
• Security testing certifications: Other
• Other security testing certifications:
  • Certified Ethical Hacker (CEH)
  • ISO/IEC 27001 Lead Auditor
  • ISO/IEC 27001 Lead Implementer

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Evoke ongoing support services provide continuous assistance and maintenance for your ServiceNow solutions.; ; We offer various support options, including troubleshooting, issue resolution, system updates, and performance monitoring, to ensure the long-term success and optimisation of your ServiceNow environment.; ; Evoke has implemented ServiceNow ITSM, ITOM and created Site Reliability Engineering (SRE) to proactively notify, support, maintain and enhance systems and applications to support their 24x7 operations.

Service scope

• Service constraints: While we strive to provide comprehensive services, there may be certain constraints or limitations based on factors such as resource availability, technology compatibility, and organisational policies. We work closely to identify and address any constraints to ensure the successful delivery of our services.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times would be agreed as part of a contract and would vary depending on the nature of the email/ticket. Response times can also be provided 24*7 if this was a requirement in contract.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Evoke offer different levels of support based on the complexity and criticality of your environment. Our support levels may include standard support for routine inquiries and issues, as well as support for urgent or high-priority issues requiring immediate attention.; ; - Core Hours Service Desk available in multiple configurations: 8x5 or 24x7; - Additional Support Hours available upon request; - 24x7 Phone On Call support for P1 Incidents; - Service Level Management ensuring adherence to agreed-upon service levels; - Provision of a technical account manager or support engineer to collaborate with the customer's service owner/manager for issue resolution and regular service level reviews

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: AMERICO-UAF
• ISO/IEC 27001 accreditation date: 19/01/2024
• 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: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Evoke Technologies is a leading technology and consulting services provider, committed to integrating Environmental, Social, and Governance (ESG) principles into its operations, decision-making processes, and interactions with stakeholders.; ; Sustainable Practices: We are committed to minimizing our environmental footprint by adopting sustainable practices and promoting responsible resource management in all aspects of our operations.; ; Environmental Awareness: We will promote environmental awareness and encourage all our employees and stakeholders to adopt sustainable practices both at work and in their personal lives. We develop programs to harness employee enthusiasm in improving environmental performance.; ; ISO 14001: We are working towards obtaining a global certification to ISO 14001, in order to enhance environmental performance and demonstrate continual improvement.; Resource Efficiency: We will strive to reduce our consumption of natural resources including energy consumption and waste generation throughout our operations.; ; Renewable Energy: We will seek opportunities to adopt renewable energy sources and support initiatives aimed at mitigating climate change.; ; Net-Zero Emissions: We are firmly committed to achieving net-zero greenhouse gas emissions by 2050.; ; Climate Change: To combat climate change, our organization is actively reducing its carbon footprint through initiatives such as energy-efficient technologies, investments in renewable energy sources, and encouraging sustainable commuting options like telecommuting and public transportation. We are tracking our greenhouse gas emissions resulting from the Company’s energy usage, business travel and other relevant activities and are implementing a continual improvement program to reduce these emissions where possible.; ; LCA Integration for Sustainability: We integrate Life Cycle Assessment (LCA) into our operations to minimize environmental impact. This includes assessing the life cycle of our services, identifying areas for improvement, and implementing sustainable practices to reduce resource consumption.

  Equal opportunity

  Evoke Technologies is a leading technology and consulting services provider, committed to integrating Environmental, Social, and Governance (ESG) principles into its operations, decision-making processes, and interactions with stakeholders.; ; Human Rights: We respect and uphold human rights in all our social-related operations, advocating for the protection of basic human rights and actively working to prevent any violations.; ; Diversity and Inclusion: We will maintain a diverse and inclusive work environment that fosters equal opportunities, respects individual rights, and promotes employee well-being. We believe that a diverse workforce enriches our company culture and enhances our ability to innovate and excel. We do not tolerate any form of discrimination, harassment, or exploitation within our organization.; ; Responsible Labor Practices: We uphold responsible labour practices and adhere to fair employment standards. We ensure fair wages, reasonable working hours, and opportunities for career growth and development for all our employees.; ; Responsible Supply Chain: We will engage in responsible supply chain practices, collaborating with suppliers and partners who uphold similar values and principles. This includes ensuring that our suppliers also adhere to ethical labour practices and treat their employees with fairness and dignity.

  Wellbeing

  Evoke Technologies is a leading technology and consulting services provider, committed to integrating Environmental, Social, and Governance (ESG) principles into its operations, decision-making processes, and interactions with stakeholders.; ; Well-being and Safety: We value the well-being and safety of our employees, clients, and the communities in which we operate. We are committed to providing a safe and secure workplace where our employees can thrive.; ; Safe Work Environment: We are committed to creating a safe and healthy work environment for our employees, providing them with adequate training, resources, and support to ensure their physical and mental well-being. We also actively promote a healthy work-life balance to support their overall quality of life.; ; Community Development: We support initiatives that improve education, healthcare, sustainability, and social welfare, aiming for a better future in the communities we serve.

Pricing

• Price: £190.00 to £1,200.00 a unit a day
• Discount for educational organisations: 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 abignall@evoketechnologies.com. Tell them what format you need. It will help if you say what assistive technology you use.