EntServ UK Ltd part of the DXC Technologies Group

DXC Technology Services to Review, Architect, Deploy & Support ServiceNow

DXC are industry practitioners delivering strategic solutions, processes and technology in ITSM/Help Desk/Service Desk/ITIL/ITBM/ITOM/CSM/HRSM/Enterprise Service Management. We specialise in ServiceNow architecture development and platform deployments, and have extensive experience in all areas of platform integration. Through proven agile methodologies we ensure quality and speed to value.

Features

• ServiceNow Development & Implementation Service Management Process Architecture and Design
• Service Management Process Architecture and Design
• IT Service Management(ITSM)/ITIL/SIAM Operating Model Design and Implementation
• ServiceNow Global Strategic Partner
• ServiceNow Support, Maintenance and Enhancements
• Bespoke Development of Applications
• ServiceNow Testing & Quality Assurance
• Process and Product related Training
• Technology Integrations to and from ServiceNow
• Help Desk / Service Desk / Ticketing

Benefits

• Supporting the ServiceNow Solution
• Helping Organisation maintain and enhance their Service Management Maturity
• Experienced engagement teams creating applications specifically to meet your requirements
• Mitigating risk when upgrading and adding new capability
• Realising the expected ROI
• Implementation Design Referencing Best Practice
• Regardless of complexity, DXC's delivery will align with strategic goals
• Proactive Management of Common Pitfalls in implementation
• Tailor implementation with customised deployment plan
• Leverage proven best practices (SAIF)

£557 to £2,186 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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

915723435930068

Contact

DXC Frameworks Team
+44 330 105 8389
ukitenders@dxc.com

Planning

• Planning service: Yes
• How the planning service works: DXC's approach follows the ServiceNow SAIF-SIM methodology. This includes a Discover stage which assesses the customer's current situation and their Service Management capability and maturity, in terms of people, process and technology. This informs the Planning stage, and ensures that there is a business-aligned roadmap of how key pain-points and gaps will be addressed in accordance with business needs and aspirations for the future. Coupled with this, the Planning stage provides an agreed plan for the identified project phases to be included in the scope for execution. The approach can be aligned to Agile or traditional project styles, depending upon the needs of the customer. The plan will provide a view of the key areas where customer resources need to be involved, as well as an accurate indication of the time commitment required. This allows the customer to plan resource involvement around business-as-usual commitments, or other project demands. If an Agile approach is adopted, DXC will also provide detailed planning around SPRINT definition and execution.
• 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: How the training service works Training can be provided by DXC for your organization relating to ServiceNow platform and custom made applications tailored to the design specifics relevant to you. Training can be presented in a number of formats: • On-site & classroom based • Virtual interactive training • E-Leaning (Product demo, bespoke courses, help guides) • Documentation (course content, user guides, work instructions, quick reference guides, FAQs) • Training Support ( Consultation for training needs, ongoing support post ‘go live’) Contact DXC to discuss various options for your ServiceNow training needs.
• Training is tied to specific services: Yes
• Services the training service works with:
  • ServiceNow Platform
  • ServiceNow Modules
  • ServiceNow bespoke applications

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: How the setup or migration service works; ; DXC believes that a successful approach requires an understanding of the customer’s business objectives and the impact that this has on the requirements for migrating solutions to the cloud, between cloud solutions, or from legacy solutions. DXC's methodology caters for customers who are new to cloud services alongside the traditional challenge of implementing areas of functionality in the correct order to meet business needs. The approach needs to be structured in a forward-thinking roadmap to ensure that delivery is at a rate that the business can accommodate, whilst ensuring that solutions are architecturally sound, get the pre-requisite building blocks in place, and lays the foundations to support future developments to leverage platform investment further. DXC's methodology assesses the customer's current situation at a people, process and technology level ahead of a workshop-based requirements gathering process to align up-to-date best practice with business needs. The project is then structured to implement each in-scope process/solution area, with a pragmatic approach to achieving a quality solution, while at the sametime, showing early business value. All solutions are underpinned by our essential ServiceNow implementation best practices which have been established by our experienced architects over many Implementations.
• 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: How the quality assurance and performance testing works; How the quality assurance and performance testing works DXC's delivery methodology incorporates quality assurance practices and supporting tools. These can be summarised as: - Quality Assurance (QA) best practice is built into DXC's methodology so that it is applied end-to-end through the project - QA starts with the analysis and requirements capture activities and underpins a best practice testing approach - DXC's automated testing techniques allow quality assurance to be managed in an efficient and centralised way, and allow the customer to streamline all on-going regression testing as more and more solution areas are realised in order to leverage platform functionality and benefits

Security testing

• Security services: Yes
• Security services type: Security incident management

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: DXC provides administration and enhancement services for the ServiceNow Platform-as-a-Service (PaaS). This allows customers to outsource the 'run' activities for their ServiceNow instances, including day-to-day administration of the platform, upgrade activities, release management activities, and enhancements to their ServiceNow solution. DXC also provides services to support ServiceNow customers with their platform 'roadmap' and architecture, supporting them in translating business needs into solutions, and organising them into logical phases that ensure that pre-requisite elements are consolidated into the solutions being realised. This allows customers to build best practice into every solution area, allowing the platform to be built on quickly and efficiently so that maximum value can be leveraged from the customer's investment in ServiceNow.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: One business day. Business working week 9am-5pm Monday-Friday. Other options available upon request.
• 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: 9 to 5 (UK time), Monday to Friday
• 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: None
• Support levels: DXC provides tailored levels of service depending upon the specific needs of the customer, and therefore costs depend upon the customer's specific needs. Please contact DXC to discuss specific requirements and costs. The core level service is the Platform Administration service which allows customers to access DXC's ServiceNow technical team for fulfilling administrative and enhancement requests to make changes to the customer's ServiceNow platform. Services may be layered on top of this core service, depending on customer needs and in-house ServiceNow skills coverage. Depending on the level of support required, the customer may require access to the following DXC personnel roles: Administrator, Technical Consultant, Developer, Architect, Process Architect, Business Analyst, Test Analyst. Areas of platform support where these skills may be required may include: upgrade management, major enhancement management, test management/automation, demand management, new process/solution area deployment, platform release management, strategic roadmap and business requirements management. A dedicated technical account manager is provided for all levels of services provided.

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd’s Register
• ISO/IEC 27001 accreditation date: 28/05/2018
• What the ISO/IEC 27001 doesn’t cover: Available on Request
• 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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We recognise the impact companies have on the environment we all live in. We are committed to being net zero by 2050 in the UK. The Science Based Targets initiative (SBTi) has validated our near-term emission reduction target of 65% by FY30 against our FY19 baseline as being in line with minimizing global warming to 1.5°C. In FY23, 96% of the energy we purchased in the UK was renewable. We are continually improving the efficiency of our offices and data centers, and are ensuring that our data centers are certified under the ISO 50001 energy management system standard. We are also advancing the sustainability of our IT services, helping our customers to become more sustainable. We are members of the Green Software Foundation, a non-profit with the mission to build a trusted ecosystem of people, standards, tooling and best practices for creating and building green software. We help our customers increase their energy efficiency and reduce their environmental impacts with proprietary technology and next-generation solutions such as cloud computing, desktop virtualization and data center management. We will build on our existing programme of sustainability activities to deliver additional environmental benefits in the performance of the contract.

  Tackling economic inequality

  We provide high-quality learning and development opportunities to young people via our Early Careers Programme and Digital Futures Academy. Our Early Careers Programme provides development opportunities and training to enable young people to jumpstart their careers. We focus on developing potential, and our programme is designed to broaden and deepen knowledge. DXC and Manchester United Foundation have partnered to launch the DXC Digital Futures Academy, a four-year education programme for secondary-school students in the Greater Manchester area. The academy aims to support, inspire and empower young people, connecting them to opportunities and enhancing their career prospects in the technology sector. 50 students aged 12-13 years old are participating in the programme, which includes teaching technology, personal and professional development skills. We will build upon our existing programme of activities to create new jobs and new skills during the performance of the contract.

  Equal opportunity

  We are building an inclusive, high-impact culture based on equitable practices and diverse employee perspectives. We achieve this through our focus on impact-driven programmes - for example, the DXC Dandelion Programme. The DXC Dandelion Programme provides an environment that supports and celebrates the talents and skills of neurodiverse people — such as those with Autism, ADHD or Dyslexia — and helps them build valuable skills to pursue a career in information technology. The DXC Dandelion Programme has been awarded a Silver award for Best Learning Programme that Supports and Promotes Diversity, Equity and Inclusion from the Brandon Hall Group. We are also a Disability Confident organisation in the UK and achieved a top score of 100 in the 2023 Disability Equality Index. 99% of our global workforce is enabled to work virtually, including from home, and all of our people are able to apply for flexible working, supporting the needs of diverse individuals. We also support a diverse, inclusive and equitable culture through our Employee Resource Groups. They provide support, networking and allyship to diverse individuals, as well as valuable feedback to the organisation on how it can better support diverse communities. Our ERGs work closely with HR to continuously evolve our best practice. We have several ERGs including for: ; • Gender ; • Race and ethnicity ; • Disability and neurodiversity ; • LGBTQ+ ; • Armed forces ; ; We will build upon our existing programme of diversity, equity and inclusion activities to support equal opportunity during the performance of the contract.

  Wellbeing

  Caring is core to our values. We take care of each other and work as a team to build a sustainable company that supports our communities. This includes supporting the health and wellbeing of our people and wider society. As a virtual first organisation, 99% of our global workforce is enabled to work virtually, including from home. Working from home can be more inclusive for people with disabilities, health conditions and caring responsibilities. We also run several programmes to support the physical and mental health of our people. This includes:; Wellbeing Awareness Programmes. Working with our partners and delivered by Wellbeing Champions alongside HR, we provide a number of awareness programmes and activities throughout the year centered on improving the health and wellbeing of our employees. For example, walking challenges, healthy eating programmes, and financial planning support.; Employee Assistance Programme, supporting the personal matters of our people. Services are available 24/7, 365 days a year, and include counselling, online CBT and critical incident support, as well as health checks, mood trackers, and wellbeing articles. ; Mental Health First Aiders. We work with Mental Health First Aid England, a social enterprise, to train our employees as Mental Health First Aiders (MHFAs). ; We will build upon our existing programme of wellbeing activities to support the wellbeing of the workforce in the performance of the contract.

Pricing

• Price: £557 to £2,186 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 ukitenders@dxc.com. Tell them what format you need. It will help if you say what assistive technology you use.