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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

Pricing

£27 to £76 a user a year

Service documents

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

9 3 9 9 8 6 4 9 4 5 5 9 2 6 1

Contact

BRIGHT CONSULTING Assia Marinova
Telephone: ‪+44 20 8078 0586
Email: 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

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.