CGI IT UK LIMITED

ServiceNow Operational Services

A ServiceNow Elite partner, offering full spectrum of services supporting the whole lifecycle of ServiceNow ownership. Operational services focus on maintaining, optimising and continually improving your ServiceNow platform. Services include operational support ie; incidents, problems, change, availability, capacity management. Enhancement and continuous improving the platform including regular cycle of upgrades.

Features

• Support for ServiceNow modules including ITSM, HRSD, ITOM, LSD, SPM.
• Operational support from 24x7 to business day configurable to requirements.
• Full life cycle support: service introduction, maintenance and operations .
• Continuous improvements and ensuring all innovations are assessed and adopted.
• Continuous improvements, ensuring all ServiceNow innovations are assessed and adopted.
• Continual review and drive workload automation and orchestration.
• Support ServiceNow upgrade cycle. Providing advise and implementation support.
• Highly skilled and certified ServiceNow experts available on-shore and off-shore.
• Security Cleared (SC) ServiceNow Experts available.
• Enhancement and upgrades flexible models; outcome-based to staff augmentation.

Benefits

• Reliable Platform and module operational support, continual enhancements, and upgrades
• Maximise value from your ServiceNow investment and licensing.
• Continual adoption and take-up of ServiceNow features and capabilities.
• Leverage best-in-class technical skills and support services.
• Cope with short-term enhancement and projects with flexible resource models.

£510 to £1,300 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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

933123895797194

Contact

CCS Frameworks Team
08450707765
uk.gen.ccsframeworks@cgi.com

Planning

• Planning service: Yes
• How the planning service works: With regard to Operational Services, we provide the planning of enhancements, improvements and upgrades to ServiceNow.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • ServiceNow ITSM
  • ServiceNow ITOM
  • ServiceNow CSM
  • ServiceNow LSD
  • ServiceNow SPM
  • ServiceNow HRSD

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our setup and migration services allow our clients to migrate quickly, safely and reliably to ServiceNow platforms whether SaaS or customised on-premise deployments.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: ServiceNow ITSM, ITOM, CSM, LSD, SPM, HRSD

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We leverage the standard Now Create methodology to provide quality assurance and performance testing.

Security testing

• Security services: Yes
• Security services type:
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: CGI has a broad portfolio of services available through the Digital Marketplace that support cloud services for clients. These include user management, service management, design, migration, provisioning, orchestration, helpdesk support from our unique 5* (five-star) service centre accredited by the Service Desk institute (SDI). We can provide these services as a fully managed service or as an addition to your in-house capability. We can manage the services on your behalf or augment your retained team with skilled and experienced professionals to give you the additional strength you need to address your business challenges.

Service scope

• Service constraints: No constraints. CGI can support clients on-site or remotely, and across a range of security classifications including Above Secret with suitably cleared professionals.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have SLAs defined based upon the manner in which our Service Offering is delivered. We define and maintain different SLAs based upon your requirements. Response time can start from 30 mins.
• User can manage status and priority of support tickets: No
• 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: None or don’t know
• How the web chat support is accessible: Web Chat is available as part of our Service Desk
• Web chat accessibility testing: Not Applicable
• Support levels: We assign an Account Manager who will support you for any issue, change or enhancement.; ; We have SLAs which are aligned to the offering(s) we are delivering to and are able to be configured to support business criticality or organisational requirements.

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 Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek Certification Limited
• ISO/IEC 27001 accreditation date: 28/03/2024
• What the ISO/IEC 27001 doesn’t cover: Nothing. Our certification covers the provision of outsourcing, project and consultancy services including development and delivery activities plus the management of people, technologies and physical security.
• 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a member of the Government Digital Sustainability Alliance, CGI leads others to protect and improve the health of our planet.; CGI in the UK has committed to achieve net zero by 2026, based on Science Based Targets (SBTs), achieving an 84% reduction in emissions across our operations from our 2019 baseline. We will use our Carbon Impact Tool to identify and track contracting body contract associated emissions, building these into our net zero plans to reduce any negative environmental impacts of contracts.; We have extended our climate change commitment into our supply chain such that 50% of our suppliers, by spend, will have set their own SBTs to reduce their climate impact by 2026. This will apply to suppliers we engage to support the delivery of call-off contracts. We are supporting suppliers through quarterly net zero knowledge sharing webinars. So far 23% of our suppliers, by spend, have set SBTs.; Our environmental engagement programme 'No Planet B' influences CGI members, clients, suppliers and communities to support environmental protection and improvement. We achieve this through activities such as litter picking and our tree and hedge planting programme where, together with clients and suppliers we have planted 19,500+ UK native trees. Our members partner with clients and suppliers on tree-planting days. We will invite contracting bodies and their ecosystem partners to participate in such activities, connecting them with the environment and increasing protection and enhancement awareness.; CGI's UN-supported research programme, Sustainability Exploration Environmental Data Science (SEEDS), brings organisations, academics and experts together to collaboratively devise/deliver environmental solutions. SEEDS is accelerating efforts to address climate change by researching climate mitigation solutions and waste reduction.; We will continue our partnerships with charities and Social Enterprises, including Canal and River Trust to mobilise action on environmental protection objectives through collaborating with local communities.

  Covid-19 recovery

  CGI continues to support our clients, local communities and charities with our programmes designed to assist their continued recovery and economic sustainability as a result of the COVID-19 pandemic.; Building on CGI’s wide experience in delivering STEM events for students, in 2022 we launched our CGI Young Dreamers programme working in partnership with government organisations and clients to support social mobility by broadening the future career prospects of students from underserved backgrounds. Young Dreamers aims to inspire young people and show the breadth of activities that could translate into STEM careers. It provides them with opportunities to enhance their skills, broaden their networks and gain confidence. It offers students industry insight, introducing them to professionals from a range of organisations and giving them a taste of how these professionals use STEM to solve real-life business problems. Our journey so far has involved over 1,400 students, supported by over 100 volunteers in three different UK locations. Students enjoyed the entire process and cited a range of skills where they felt they had progressed, including teamwork, communication, listening and presenting. We will invite contracting bodies to attend an annual Young Dreamers event to see first-hand the positive impact of the events.; CGI champions digital inclusion for all, taking actions locally to improve access to technology. We donate laptops to charities, including those that provide a home, training, work opportunities and individual support to people who have experienced homelessness. The donated laptops are being used by formerly homeless people supported by the charity to help with personal development including online training courses, IT literacy and job searching.

  Tackling economic inequality

  CGI prides itself on making positive impacts on the communities where we live and work throughout the UK, mirroring the Government’s levelling-up agenda. We are growing and diversifying our supply chains, recognising the benefits this brings to our clients, including offering better value for money and providing expertise and knowledge that promotes and delivers innovative solutions.; We will continue to provide new employment and training opportunities including professional, graduate and apprenticeships, ensuring STEM careers are accessible for all. To create new skills in the IT industry, we offer a range of apprenticeships and partner with several universities to deliver our Technology Industry Gold accredited Degree Apprenticeships.; We support social enterprises including Breakthrough, providing mentoring and interview skills to prison leavers, enabling them to become work-ready. We will continue to inspire the next generation of IT professionals through our STEM camps, held across the UK in partnership with underserved schools and communities. Our CGI Young Dreamers programme works in partnership with government clients to support social mobility by broadening the future career prospects of students from underserved backgrounds.; CGI supports the Government’s priority to grow and diversify supply chains by providing opportunities for smaller organisations to work with us in delivering key solutions to our clients. Since 2016 we have provided opportunities for over 600 SMEs. We are signatories of the Prompt Payment Code. Throughout our engagements, any change control will include a check on potential inclusion of SME, Social Enterprises or new businesses. This will, where appropriate, include advertising opportunities on Contracts Finder and Find a Tender. We also welcome input from our clients, as they often have valuable insight into supplier offerings. ; For transparency, we will report on the number, value and proportion of contract spend being undertaken by SMEs and Social Enterprises per call-off contract, to contracting bodies.

  Equal opportunity

  CGI is an Equal Opportunity Employer. We commit to:; • Continuing to measure and reduce our Gender and Ethnicity Pay Gaps; • Publishing our Voluntary Reporting Framework on disability, mental health and wellbeing; • Inclusive and accessible recruitment practices; • Investing in training and progression. ; CGI UK is closing its gender and ethnicity pay gaps year-on-year. Our mean gender pay gap is 6.8%, compared to 8% in 2021, surpassing the technology industry’s gender pay gap of 16%. Our mean ethnicity pay gap is 6.9%.; CGI is a Disability Confident Employer. Through recruitment, onboarding and development, we create an environment that enables members with disabilities to flourish. With a strong disability network, accessibility support and leadership commitment, we are determined that the projects we work on benefit from all talents and insights.; We will continue our partnership with Breakthrough, a social enterprise equipping prison leavers with skills to succeed in a long-term career within the technology industry. CGI supports this by hosting skills days at our offices covering mock interviews, presentation skills and public speaking.; Our inclusive and accessible recruitment practices encompass advertising vacancies within specialist communities, providing equal opportunities for underrepresented groups, and accommodating adjustments including additional assessment time and physical adjustments. We will promote our vacancies with communities including myGWork, a networking hub for LGBTQ+ professionals, and Evenbreak, a disability job board.; CGI invests in annual training that aligns with existing and emerging technologies. Our comprehensive learning and development platform provides members with learning pathways leading to certified qualifications. We will encourage rotations and secondments across industry sectors to upskill our members.; We continually review and audit our recruitment and supply chain practices to ensure our Modern Slavery commitment is delivered in practice. We will continue to instruct all CGI UK members to follow our Modern Slavery Policy.

  Wellbeing

  Health and wellbeing are critical to the success of our members and organisation. Therefore, we are committed to fostering a health-focused environment where all members can thrive personally and professionally. However, wellbeing is not an issue exclusively concerning our business; we are equally committed to supporting the wellbeing of the communities in which we operate. We achieve this by:; • Continually investing in programmes for our workforce, including ‘Oxygen’, our wellbeing centre of expertise, our 24/7/365 Member Assistance Programme, physical wellbeing activities and Workplace Adjustments.; • Extending health and wellbeing initiatives with our clients and suppliers.; • Promoting social wellbeing for local communities to support physical and mental health.; CGI is a signatory of 'The Mental Health at Work Commitment'. We will continue to invest in training to expand upon the 300 plus UK members who are certified Mental Health First Aiders. These members have developed a strong support network for their colleagues.; We will continue to invite our clients suppliers and communities to participate in initiatives that encourage the improvement of health and wellbeing. Examples include physical movement challenges and delivering knowledge-sharing events on health and wellbeing topics such as menopause and mental health in young professionals.; CGI funds a minimum of one volunteering day per annum for each member to support local initiatives or charities, making a significant difference to the communities in which we live and work.; We collaborate with our clients and suppliers to identify opportunities to support the wellbeing of local communities. An example of this is our kit sponsorship for local community groups and sports clubs. With a track record of aiding over a thousand different groups, our programme promotes connection, physical activity, teamwork, and community cohesion. This not only benefits individuals directly involved but also contributes to the broader community’s health and wellbeing.

Pricing

• Price: £510 to £1,300 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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.