INETUM DIGITAL SERVICES UK LIMITED

ServiceNow Guided Delivery

Unifi's ServiceNow Guided Delivery process is implementation by a highly experienced, client-side team that takes responsibility for end-to-end delivery. This is not a ‘quick start’, rather accelerated, modular delivery of standard processes into production. End-to-end delivery expertise coupled with transition management experience ensures maximised value with minimised risk.

Features

• Ownership of process & technical delivery
• Client-side team, delivered & operated the processes in real life
• Modular approach to allow clients to mature over time
• Ready-to-go Service model, aligns to CSDM
• ServiceNow ITSM, ITOM, CSM, ITAM
• Extensive experience transitioning processes/tools in high-volume environments
• Full ITIL process coverage, delivered by Elite ServiceNow partner
• Covers Project Management, process/data design, Service Architecture, transition design
• ServiceNow implementation toolkit

Benefits

• Accelerated time to value
• Comes with pre-built functional/data requirements, ready to be enhanced
• Ensures focus on the complex challenges not the basics
• Data driven platform management, easier to administer
• Reduced risk in process & toolset replacement
• Ready-made process documentation & training material
• Delivered by a SME that understands how to operationalise processes
• No endless white board sessions
• Delivered by a team of permanent staff, not contractors
• Data driven implementation approach

£20,000 a unit

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 info.uk@inetum.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

988068961319925

Contact

Inetum Digital Services UK Ltd
020 3961 6001
info.uk@inetum.com

Planning

• Planning service: Yes
• How the planning service works: Using model plans, requirements and data structures, Unifii take clients from initial kick-off to walk-through in a matter of weeks rather than months.; ; Our models are based on real-world delivery experience and are used to accelerate time to production not to dictate solution.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: ServiceNow

Training

• Training service provided: Yes
• How the training service works: Unifii provides train-the-trainer style training in the implementation as delivered.
• Training is tied to specific services: Yes
• Services the training service works with: ServiceNow

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Unifii have extensive experience of moving clients from on-premise installations of BMC Remedy, Assyst, HP Service Manager etc.; ; Our guided delivery approach leverages templated plans which are used as a basis for each transition. We guide and propose the most appropriate migration strategy based on the clients environment, whilst ensuring risk is managed. ; ; Managing business change is always the hardest element in delivering change, Being client-side by background, Unifii understands this and fully supports each client through this.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: ServiceNow

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: Yes
• Security services type: Security incident management

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Unifii provides post go-live support for a set period as part of each implementation.; ; We also provide a support platform management as a seperate G-Cloud offering.

Service scope

• Service constraints: Post go-live support is typically provided on-site for the first few days, then remotely.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Typically same day for post go-live support. Full support Platform Management Service is available as a seperate G-Cloud offering.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Support levels: Unifii provides operational support during the go-live period and for 2 weeks after go-live.; ; The warranty support can include:; • Leading the ServiceNow related go-live activities; • Monitor and manage ServiceNow for the immediate period of go-live; • Defect resolution for any P1 / P2 defects missed during testing. A defect is where functionality does not meet the defined acceptance criteria of a user story delivered as part of the SOW. ; • Additional defect resolution will be managed and resolved as agreed with the client; • Supporting client staff with platform management; • Prepare and hold project close-out session; • Arrange for ServiceNow roadmap briefings

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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

  At Unifii, we recognize the collective responsibility we hold in fostering a more sustainable world. By re-evaluating our environmental impact, we are actively seeking ways to prioritize clean energy and diminish carbon intensity and emissions. Our cloud-based approach, implemented across our organization and affiliates, plays a crucial role in reducing energy consumption and emissions, particularly through the rise of remote and home-based work practices. By leveraging the shared infrastructure of our partners, Microsoft and ServiceNow, we are able to minimize energy usage and carbon emissions. Through various initiatives, we are dedicated to reducing paper waste and advocating for eco-friendly practices within our operations. A key aspect of this commitment is our transition to digital documentation and electronic signatures, eliminating the need for physical paperwork and enhancing document management efficiency. This shift not only streamlines our processes but also significantly decreases our paper usage and carbon footprint. Furthermore, we prioritise the procurement of office supplies from suppliers who share our commitment to environmental sustainability, carefully selecting vendors and thereby lessening the environmental impact of our supply chain. We are steadfast in our efforts to combat climate change and contribute to a greener future for all.

  Covid-19 recovery

  At Unifii, we are committed to supporting local communities in managing and recovering from the profound impacts of COVID-19. We focus on creating employment opportunities, providing re-training initiatives, and facilitating return-to-work programs for individuals who have been adversely affected by the pandemic by participating in various programmes such as the ServiceNow NextGen which upskills and takes participants into employment. We strive to assist people and communities, especially those most vulnerable or in need of shielding, in navigating the challenges brought about by COVID-19. Furthermore, we extend our support to organizations and businesses in adapting to the new realities imposed by the pandemic, including the implementation of innovative ways of working to deliver services effectively. As part of our corporate social values, we prioritize the physical and mental well-being of individuals impacted by COVID-19, while also enhancing workplace conditions to aid in the recovery effort. This includes promoting effective social distancing measures, facilitating remote working arrangements, and advocating for sustainable travel solutions. As we navigate these unprecedented times, Unifii remains agile in adjusting our working practices to optimize the efficiency and effectiveness of remote operations. We collaborate closely with our clients to ensure that our service delivery remains of the highest quality. While remote work is our primary mode of operation, we acknowledge the value of on-site representation for specific project phases and commit to delivering configuration and data loads efficiently, whether remotely or from our regional offices. Any on-site presence required is agreed upon with the client at the onset of a project, reflecting our dedication to flexibility and client-centric solutions in the post-COVID-19 recovery landscape.

  Tackling economic inequality

  At Unifii, we are committed to tackling economic inequality by creating employment opportunities that empower individuals facing challenges to employment. Our corporate social values statement reflects our dedication to promoting a diverse and inclusive workforce that drives innovation and growth. We recognize that our staff are the future leaders of our industry, which is why we have implemented a comprehensive mentoring and training program for all employees, with a special focus on supporting graduates and interns. By actively participating in programs like the ServiceNow NextGen and offering annual internship recruitment programs, we are not only investing in the development of our team but also contributing to the expansion of the ServiceNow skills market. To ensure that our employees receive practical, hands-on experience, we provide opportunities for on-the-job training, shadowing, coaching, and technical instruction in ServiceNow and other relevant areas. We encourage our staff to pursue accreditations and certifications to enhance their skills, with a particular emphasis on staying up-to-date with the latest industry advancements. As a Living Wage employer, we prioritize the career progression and financial well-being of our team members, conducting annual salary reviews and supporting their professional growth. With over 200 ServiceNow certifications held by our staff, we are committed to delivering top-quality services to our clients through a team of highly skilled consultants who work collaboratively towards shared success. By promoting employment and skills opportunities in ServiceNow, a high-growth sector, supporting innovation in our supply chain, and maintaining a culture of continuous learning and development, Unifii is dedicated to creating an equal and prosperous future for all.

  Equal opportunity

  At Unifii, we are dedicated to upholding the Equality and Human Rights legislation, fostering a workplace where diversity is celebrated and individuals are valued for their unique contributions. Our core belief is to empower all staff to excel in both their professional and personal lives, ensuring they take pride in their role within our organisation. We have a zero tolerance approach to any form of modern slavery, and are committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chain. Through our grievance procedures, we provide a compassionate approach to addressing and resolving any concerns or dissatisfactions raised by our team members. We firmly stand by the principle that decisions regarding individuals in the workplace should be based solely on their abilities, skills, performance, and behaviour, aligned with our business needs. Our commitment to equal opportunity extends to our career development programs, where we support our staff in acquiring new skills and advancing their careers within Unifii. We maintain a strict policy that prohibits any inquiries related to race, religion, gender, sexual orientation, or other personal characteristics that are irrelevant to our business operations. When considering issues of disability, we assess them solely in relation to the specific job requirements, ensuring fair and inclusive practices across our business. Respecting and honouring all religious beliefs and practices within our workplace is fundamental to our culture. We uphold the right to religious freedom for all staff, promoting a harmonious environment where mutual respect for diverse faiths is paramount. At Unifii, we recruit based on merit, expertise, and potential, without discrimination based on gender, race, age, or religion. Our ethos revolves around inclusivity, teamwork, and mutual support, enabling us to leverage our collective strengths to deliver exceptional results for our clients.

  Wellbeing

  At Unifii, our commitment to employee wellbeing is at the heart of our corporate values. We foster an inclusive environment where individuals are encouraged to authentically express themselves in the workplace. Our operational practices prioritise the health and safety and overall wellbeing of our team members, alongside supporting their career advancement. We actively encourage our team to perform volunteer work and engage in charitable initiatives as a unified team, coordinated by our dedicated social and charity committees. To enhance the holistic wellness of our staff, we offer a range of benefits and programs that address both physical and mental health needs, as well as provide resources for soft skills training to boost confidence and professional development. Our organisational policies emphasize flexible career growth opportunities, promote a harmonious work-life balance, champion disability inclusion, and advocate for gender equality, ensuring that women are empowered, enabled, and equally valued within our workforce. By creating a meaningful employee journey, we aim to cultivate a work environment where personal fulfilment translates into exceptional service delivery for our clients on a daily basis.

Pricing

• Price: £20,000 a unit
• 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 info.uk@inetum.com. Tell them what format you need. It will help if you say what assistive technology you use.