BRIGHT CONSULTING

ServiceNow Software License

ServiceNow helps digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. Bright Consulting is Elite ServiceNow Sales, Service and Technology partner, providing solutions across the full suite of ServiceNow products. The certified team advise on all ServiceNow platform needs.

Features

• ITSM (IT Service Management)
• ITOM (IT Operations Management)
• CSM (Customer Service Management)
• ITBM (IT Business Management)
• ITAM (IT Asset Management)
• HRSD (HR Service Management)
• IT Workflows
• Employee Workflows

Benefits

• Buy licenses and delivery under one contract

£27 to £76 a user a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 sales@bright.consulting. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

939986494559261

Contact

Assia Marinova
‪+44 20 8078 0586
sales@bright.consulting

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This would be dependent on the client requirements and agreed ‘response’ service level agreement (SLA). We operate a range of different bespoke SLA models across our client base and we are flexible for any arrangements.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Bright offers flexible support services, with various options available to our clients. An SLA will be agreed at the time of negotiation. Additionally, every organisation will have a Dedicated Technical Account Manager assigned who can support the client as well.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: BRIGHT specialises in helping UK companies to transform their business with Digitalization, Security and Analytics initiatives and to bring business value at optimized cost. Uniquely, we offer end-to-end delivery approach including consulting, design, implementation, support and continuous improvement.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video format
• 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: You can have the same seamless experience using the mobile application, too.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: There are two key aspects of API creation to consider. First, there’s the back-end resources that your API will be using (or reusing). What we mean by ‘resource’ is a service, or implementation of some business capability, as it is offered by your enterprise applications. Such a resource will typically be available as a RESTful service, a SOAP-based webservice.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ServiceNow recommends that the tool should be customised to meet customer's business needs using a certified ServiceNow partner.

Scaling

• Independence of resources: ServiceNow’s cloud exclusively hosts instances of the Now Platform. Each instance is dedicated to a single customer and accessible only by that customer. The Now Platform is deployed on an advanced, multi-instance architecture that provides separate application nodes and database processes for each customer.

Analytics

• Service usage metrics: Yes
• Metrics types: BRIGHT is providing service usage metrics
• 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: All type of organizations

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: BRIGHT is protecting data at rest
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: There are variety of ways for administrators and users to export data - Form export, List export, URL export, Web services, Export sets.
• Data export formats:
  • CSV
  • ODF
  • Other
• Data import formats:
  • CSV
  • ODF
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The production instances of the Subscription Service will be Available at least 99.8% of the time during a calendar month, excluding Excused Downtime.
• Approach to resilience: ServiceNow provides a highly available cloud infrastructure through its Advanced High Availability (AHA) architecture. As ServiceNow’s data centers are arranged in pairs, all customer production data is hosted in both data centers simultaneously and kept in sync using asynchronous database replication. Both data centers are active at all times, in a master-master relationship, with data replicated from the active (read-write) data center to the passive (read-only) data center. Each single data center in a pair is implemented so it can support the combined production load of both locations.
• Outage reporting: - a public dashboard; - email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Only certain users with special roles (admins) has access
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: RINA
• ISO/IEC 27001 accreditation date: 20.04.2019
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 9001

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Distance operation policy; Password manager policy; Permissible Use Policy; Policy for use of personal devices

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Available upon request
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available upon request
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available upon request
• Incident management type: Supplier-defined controls
• Incident management approach: Available upon request

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  The purpose of ServiceNow is to make the world work better for everyone. As part of that, they are committed to operating their business in an environmentally sustainable way. Sustainability and environmental protection are more than just priorities; they are core to their vision and strategy. As a global organization ServiceNow understand that environmental responsibility starts within their operations and extends through their supply chain. ServiceNow environmental efforts and reporting are grounded in science. They monitor, collect, and calculate all relevant energy and carbon dioxide emission data related to scope 1, 2 and 3 emissions. ServiceNow calculations are verified by a third party using the GHG Protocol Corporate Standard. ServiceNow reports on progress toward their environmental targets annually in their Global Impact Report where they consider recommended disclosures from the Global Reporting Initiative (GRI) and the Sustainability Accounting Standards Board (SASB) Software and IT Services Standard. They also align to the Taskforce on Climate-related Financial Disclosure (TCFD).
• Covid-19 recovery:

  Covid-19 recovery

  To help customers continue to operate efficiently and implement critical workflows during the COVID‑19 crisis, ServiceNow is offering additional support, including: - A commitment to maintaining virtually 100% uptime for ServiceNow® instances - Community support so customers can interact with other users - A suggestions portal where customers can provide ideas for new apps or features
• Tackling economic inequality:

  Tackling economic inequality

  The pressures of the global pandemic have brought societal inequalities into sharp relief. ServiceNow witnessing yet another manifestation of what the data has always made clear: Minority populations have fewer educational opportunities, fewer employment prospects, and less access to healthcare resulting in further disadvantage during these times. The cause? Two systemic cycles: Racial bias and an opportunity gap. Low code can level the playing field One opportunity involves a technology called low code software development platforms (LCDPs). LCDPs provide users the ability to write entire apps with far less or simplified code—perhaps eventually with no code at all. Beyond the usual pitch of saving enterprises time and money is a powerful idea: Low code can be an equalizing force because it relies more on motivated creativity than on institutionalized advantages. There is a larger democratization trend unfolding within tech—where commodity equipment, connectivity, and ideas put in motion together can help transform lives and communities. A social mobility engine that, with luck, can sidestep many obstacles. Low code, coupled with the right investments and thinking, can be an important force for good.
• Equal opportunity:

  Equal opportunity

  Low code software cannot magically undo a long legacy of global injustice and systemic bias. Nor can it change the need for broad economic and social reforms. However, if technologists and educators use low code to help bridge the opportunity gap, ServiceNow can make a positive impact on communities and lives around the world.
• Wellbeing:

  Wellbeing

  As a business, ServiceNow has committed to do everything possible to treat customers and employees in the same way. As a result, business initiatives are tailored around helping staff to find purpose and excel.; ; ‘Enjoy the journey’, for example, is one core principle the company is working hard to deliver by making employee wellbeing a huge focus for the business.; ; In addition to their bi-annual employee voice surveys, ServiceNow has also run a monthly wellbeing survey during the pandemic. This allows managers to respond quickly to employees’ changes in behaviour and requirements to help ensure people are kept happy and healthy in these extraordinary times.

Pricing

• Price: £27 to £76 a user a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 sales@bright.consulting. Tell them what format you need. It will help if you say what assistive technology you use.