ServiceNow Store Applications

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: None
System requirements: Modern Web Browser

Licensing

User support

Email or online ticketing support: Email or online ticketing
Support response times: Inline with our published SLAs which are based on priority and configurable per contract
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AAA
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: Web chat
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: WCAG 2.1 AAA
Web chat accessibility testing: Web chat testing was actioned by our Partner ServiceNow
Onsite support: Yes, at extra cost
Support levels: ServiceNow provides Customer Support 24 hours a day, 7 days week, 365 days a year as part of the license subscription

A Highmetric Managed Service can extend and augment ServiceNow support and can procured on G Cloud
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Please see the full Highmetric ServiceNow Implementation Service Definition
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

Opera
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: None
Service interface: Yes
User support accessibility: WCAG 2.1 AAA
Description of service interface: ServiceNow has a mobile, web and conversational UX the platform UI / UX has matured to V16 and extended with Agent Workspaces to provide a simplified view of workflows
Accessibility standards: WCAG 2.1 AAA
Accessibility testing: Web chat testing was actioned by our Partner ServiceNow
API: Yes
What users can and can't do using the API: Record based native SOAP and REST APIs as well as JDBC and flat file ingestion
API documentation: Yes
API documentation formats: HTML

PDF

Other
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Certified ServiceNow partners can customise the platform and application to map to business process and create digital workflows as well as integrating into other systems

Scaling

Independence of resources: ServiceNow is single tenant, single instance, single database system in that each customers has a truly segregated virtual instance of the platform and applications. Each instance is dynamically, horizontally scaled inline with ServiceNows SLAs and availability metrics.

Analytics

Service usage metrics: Yes
Metrics types: The ServiceNow Subscription Management application tracks application and platform consumption / usage by key metrics including number of fulfiller users, approver users and nodes for IT Operations Management
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

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

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Security Clearance (SC)

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: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
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 CSA CCM v3.0
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Data can be exported through the ServiceNow UI into a variety of flat file formats including XML, CSV, XLS, PDF and others
Data export formats: CSV

Other
Data import formats: CSV

Other

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. This design includes redundancy and fault tolerance of the entire ServiceNow application and platform stack, including electrical, cooling, network, security, and server infrastructure. Over the last 3 years (2014-2016), we have averaged 99.995% availability and have not fallen below 99.8% (contract SLA) in any quarter. In 2016 we averaged 99.996% and did not fall below 99.8% in any quarter.
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.

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: 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: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Lloyd's Register Quality Assurance Ltd
ISO/IEC 27001 accreditation date: 01/01/2018
What the ISO/IEC 27001 doesn’t cover: The only exclusion to the scope is the physical datacenter environment as these are covered by the datacenter providers' own ISO certifications.
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 26/01/15
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: ServiceNow has completed a version of the CSA CCM document internally as well as the self-assessment, to make the document more informative however it contains information that is only able to be shared under the protection of an NDA.

CSA STAR certification: The CSA STAR certification is effectively an ISO 27001 audit and certification process. ServiceNow is already an ISO 27001 certified organisation and will not repeat the exercise to be certified with a second nearly identical certification program due to the significant cost of this type of program. ServiceNow can share its ISO 27001 certificate as evidence of its certification status.

CSA STAR attestation: The CSA STAR attestation program is effectively the same as an SSAE 16 Type II SOC2. ServiceNow holds an SSAE 16 Type I SOC , SSAE 16 Type II SOC1 and an SSAE 16 Type II SOC2 and therefore does not plan to undergo the CSA STAR attestation. As with the certification program ServiceNow will not attempt to undergo this program as it already holds this attestation and the cost of undergoing the audit process does not make sense due to the cost in running this audit process.
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISO 27001

SSAE 16 SOC 1 Type 1

SSAE 16 SOC 1 Type 2

SSAE 16 SOC 2 Type 1

International Life Science

FDA QMS (based on ISO 9001)

FedRAMP

FISMA Moderate Agency ATO

Multi-Tier Cloud Security Standard (MTCS) Asia

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: 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,
Safe Harbor -

Highmetric can provide more details on request

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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
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. ServiceNow leverages the Advanced High Availability architecture to transfer customers' production instances to the other data center when performing maintenance.
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's documented Security Incident Response policy, process and workflow 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: Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks: No

Social Value

Tackling economic inequality

NewRocket continuously creates new jobs and adds skills to the UK Market. There is a global shortage of ServiceNow certified consultants in the ecosystem and NewRocket is committed to creating new talent every year from diverse backgrounds. NewRocket actively hire, grow and build skills in the technology consulting market in the delivery of every contract. These include: • working with small businesses to create opportunities for entrepreneurship through technology helping new and small organisations grow supporting economic growth. • creating employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas. • creating employment and training opportunities, particularly for people in the ServiceNow industry which has known skill shortages and is high growth 30% YoY. • supporting educational attainment relevant to the contract by including training schemes that upskill our clients and address skills gaps which result in recognized qualifications. • influencing staff, suppliers, customers and communities through the delivery of our contracts to support employment and skills opportunities in high growth sectors.

Pricing

Price: £76 a licence a month
Discount for educational organisations: Yes
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

ServiceNow Store Applications

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents