Kumoco

ServiceNow Software License and Implementation Partner

Kumoco are a fully accredited Premier ServiceNow Sales and Service partner. Our ServiceNow Licensing Service provides our Government Customers with the ability to purchase licensing across the ServiceNow platform. Kumoco 's Certified ServiceNow professionals, have the skills to advise on your ServiceNow licensing requirements to optimise your spend.

Features

• ServiceNow Implementation
• IT Service Management
• IT Asset Management
• Field Service Management
• Legal & Compliance
• Security, Risk and Business Continuity
• Service Assurance
• Cloud Management, Optimisation and Compliance
• CMDB
• FinOps

Benefits

• Single Source of Truth
• Integrate with your existing systems
• Use with mobile
• Simple Interface

£10 to £1,500 a user a month

• Education pricing available

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 ukgov@kumoco.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

944839294915467

Contact

Paul O'Shea
02075944000
ukgov@kumoco.com

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: Yes, at extra cost
• Support response times: As per agreed SLA
• 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: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Fully tested.
• Onsite support: Yes, at extra cost
• Support levels: Support is tailored to customer requirements. Our managed service team are here to support you. Support is provided to SLA.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Kumoco's team will ensure your staff are ready to take full advantage of ServiceNow. Business Readiness and Training services are available.
• 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
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: Full API support. REST, SOAP and other interfaces available.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: ServiceNow recommend using a certified partner.

Scaling

• Independence of resources: ServiceNow Cloud is deployed on an advanced, multi-instance architecture that provides separate application nodes and database processes for each customer. This means there is no co-mingling of customer data in a shared database that would exists in a multi-tenant architecture. ServiceNow deploy instances on a per-customer basis, allowing the multi-instance cloud to scale horizontally to meet each customer’s performance needs.

Analytics

• Service usage metrics: Yes
• Metrics types: The ServiceNow System Usage modules track usage for ServiceNow applications and ServiceNow Store apps.; ; The usage analytics process collects data and updates the reports in the ServiceNow Usage Overview and ServiceNow Store Usage Overview modules. Application usage data is collected whenever an application is opened and counts on tables are collected daily. Data is collected on:; ; -Number of active users in the system; ; -Hardware CIs discovered (for instances that use ServiceNow Discovery); ; -Number of ServiceNow Cloud Management Service Catalog items available to users in instances that use Cloud Management; ; -Admin users can view Usage Overview and Store Usage Overview reports.
• 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: Other security clearance
• 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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• 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: 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.
• 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
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• 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 personal that 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
  • Identity federation with existing provider (for example Google Apps)

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: User-defined

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: These attestations can be shared under NDA
• 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 it contains information only able to be shared under NDA protection.; ; CSA STAR certification: The CSA STAR certification is effectively an ISO 27001 audit and certification process. ServiceNow is already an ISO 27001 certified organization 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. These attestations can be shared under NDA.
• PCI certification: No
• Cyber essentials: Yes
• 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:
  • CSA CCM version 3.0
  • 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; ; More details available 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 customized at each layer to specifically support the only application residing in the ServiceNow private cloud. With the small footprint of technology required and the limited ports and services enabled, many system and security patches published do not apply to the private cloud's systems. Each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. If a patch needs to be deployed, the process follows 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.
• 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: 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

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Kumoco is dedicated to advancing sustainability and reducing environmental impact. This Planet Policy outlines our commitments and actions as a supplier, adhering to the agreement’s provisions.; ; Environmental Commitment; ; Policy Establishment: Develop an Environmental Policy that actively supports the reduction of our carbon footprint, encourages the use of renewable energy, and aims to reduce plastics use.; ; Carbon Footprint Reduction Initiatives; ; Recycling Facilities: Build on our existing recycling points for materials like paper and plastic.; Renewable Energy Plans: Continue to ensure our facilities are powered by renewable green energy.; Business Travel Emission Reduction: Develop strategies to minimise emissions related to business travel.; Paperless Operations: Continue to adopt a paperless principle for all operations .; ; Renewable Energy Commitment; ; Energy Targets: Set a target to use 100% renewable energy in our operations by 2025 and establish a governance system to monitor progress.; RE100 Membership: Join and actively participate in the Renewable Energy 100 (RE100) Climate Group.; ; Additional Commitments; ; Environmental Initiatives: Continuously engage in initiatives that support environmental protection and sustainability.; This policy applies to all activities undertaken by Kumoco and impacts upon key suppliers and customers. We are committed to minimising the environmental impact of our operations. ; ; In particular, we will achieve this through our commitment to: ; ; comply with all relevant legislation and regulations; ; review the environmental impact of our activities, endeavour to reduce our overall environmental impact and prevent waste; ; involve employees in our environmental programme and provide -necessary guidance to enable them to discharge their responsibilities; ; work with key suppliers to encourage them to develop environmental best practice; ; improve resource efficiency (including our use of water, energy and raw materials); ; actively promote recycling both internally and amongst its customers and suppliers;

  Equal opportunity

  Kumoco are dedicated to providing equal opportunities within employment in compliance with the UK’s Equality Act 2010. We aim to foster a diverse and inclusive work environment, valuing the unique contributions of all staff, job applicants, customers, suppliers, and visitors. It underscores our commitment to fairness and equality in every aspect of employment, both in the office and remotely, irrespective of individual differences or personal characteristics.

Pricing

• Price: £10 to £1,500 a user a month
• Discount for educational organisations: Yes
• 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

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 ukgov@kumoco.com. Tell them what format you need. It will help if you say what assistive technology you use.