Softcat Limited

ServiceNow

ServiceNow offers a portfolio of robust cloud-based applications to government customers that automate and manage enterprise services providing a complete ITSM solution. Our applications are built on a single service automation platform with one user interface, one code base, and one data model, delivering easy, automated upgrades.

Features

• Easy to use GUI with Drag-and-drop graphical workflow
• Access from anywhere - Mobile Web enabled
• Notifications/Alerts
• Real time reporting
• Collaboration - Chat/Live Feed/Visual Tackboards
• Content Management System
• Granular access control and certified multi-layered security
• Custom integrations via integrated support for popular technologies- JavaScript/Web Services
• Multiple out-of-the-box integrations with other IT and business tools
• Survey Management

Benefits

• One security model
• One API
• One web service interface
• One datastore, one datamodel- therefore one system of record
• One job scheduler
• One user interface
• One development approach
• One list of user tasks
• One technology, One architecture
• Products Include: Integration Hub Professional, Agile Team, AI Search Starter

£11.85 a user a month

• Education pricing available

Service documents

• Pricing document

  ODS

• Service definition document

  PDF

• Terms and conditions

  ODT

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

Framework

G-Cloud 13

Service ID

999809207572665

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: SLA definition
• System requirements: Browser & mobile

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Available upon request
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Customer Support uses the ServiceNow Incident Management application to manage issues and product defects based on incident priority; ; Priority: P1 - Definition: Instance Unavailable - Target response time: 30 minutes - Coverage: Continuous; ; Priority: P2 - Definition: Mission- Critical Defect - Target response time: 2 hours - Coverage: Continuous; ; Priority: P3 - Definition: Significant Request or Defect - Target response time: 1 Business Day - Coverage: Business Hours; ; Priority: P4 - Definition: Important Request or Defect - Target response time: N/A - Coverage: Varies; ; Support Centers are located in the US, UK, Netherlands and Australia. In country language support is provided for France, Germany, Italy, Japan, Netherlands, and Spain during local business hours; ; We do not offer any additional Support Levels based on cost
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding will be delivered through ServiceNow PS.
• Service documentation: Yes
• Documentation formats: HTML
• 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: You can access your ServiceNow instance from a web browser on your desktop or mobile device or from the native mobile app. The mobile UI varies depending on your device, whether you are accessing your instance from the native app or from a mobile browser, and depending on the way your administrator configured the mobile UI for your company. Most of the functionality is available as per the desktop browser, but some of the graphics will be available.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Available upon request
• Accessibility standards: None or don’t know
• Description of accessibility: ServiceNow products are developed with the goal of adhering to the following accessibility guidelines and principles.; * Web Content Accessibility Guidelines (WCAG) 2.0 Level AA; ServiceNow products are tested with the following assistive technologies.; * JAWS; * NVDA; * VoiceOver; For more on this please see https://docs.servicenow.com/bundle/helsinki-release-notes/page/administer/accessibility-508-compliance/reference/r_VPAT.html
• Accessibility testing: The ServiceNow UX team has based much of their analysis on customer feedback and on best practices. To ensure usability, there have been external audits carried out by our customers, and we have personally gone on site to view some customers.; The ServiceNow UX team conducted 8 separate site visits in the past year to watch how customers use the ServiceNow system and incorporate learning into work requests and SCRUM stories. One recent trip included a visit to an accessibility lab at a public educational institution.; Our development team worked specifically with a blind user to help accessibility design.; ; Here are some of the resources for the current experience:; Wiki - how to use ServiceNow; http://wiki.servicenow.com/index.php?title=Use_ServiceNow; Application development guidelines; https://hi.service-now.com/kb_view.do?sys_kb_id=1e20c24d4a36231e008ab18d8125756e
• API: Yes
• What users can and can't do using the API: Inbound web services, such as the REST API, allow you to interact with ServiceNow instance data using web service requests. ServiceNow outbound REST functionality allows you to retrieve, create, update, or delete data on a web services server that supports the REST architecture. ServiceNow integrates with many third-party applications and data sources. A variety of techniques can be used, most notably Web Services, JDBC, LDAP, Excel, CSV, and Email, as well as any industry-standard technologies that use REST, SOAP or WSDL. With the correct permissions users can use these API's to bring data in and out of ServiceNow. Users who create these tend to be power users or Admin users.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users with the appropriate roles can configure various aspects of lists or forms. Configuration changes apply to all users.; With list configuration, you can add, remove, and reorder list columns. You can configure calculations to appear under columns. You can also hide controls and define access conditions by role for existing list controls. Users can also personalise lists which will not effect what other see. ; Users can create their own reports and dashboards also with the correct permissions.; Forms can be configured as well, this includes the ability to configure a form to show or hide fields from a view. You can even create new fields on the table that is associated with the form, and put business rules, UI policies around them as well as define the data dictionary for the fields. With a runtime license you also have the ability to create new business applications in ServiceNow

Scaling

• Independence of resources: Datacenters and cloud-based infrastructure are designed to be highly available. Servers and network devices have redundant components and multiple network paths to avoid single points of failure.; Each customer application-instance is supported by a multi-homed network-configuration with multiple connections to the Internet. Production application; servers are load-balanced within each datacenter. Production database servers are replicated in near-real-time to a peer datacenter within the same geographic region. ; ServiceNow employs a range of detective controls to monitor and prevent potential DDoSattacks from impacting the ServiceNow private-cloud environment. ; Through ServiceNow’s unique, multi-instance architecture, Advanced High Availability meets and exceeds requirements surrounding data sovereignty/availability/performance.

Analytics

• Service usage metrics: Yes
• Metrics types: System-Usage modules tracks usage for ServiceNow applications and for ServiceNow Store apps.; The usage analytics process collects data on all your instances and regularly updates the reports in the Usage-Overview and ServiceNow Store Usage-Overview modules. Application usage-data collected whenever an application is opened, counts on tables are collected once a day. Data collected on:; -The number of active-users in the system; -The hardware CIs discovered (for instances that use Discovery); -The number of cloud management service catalog items available to users in instances that use Cloud-Management; -All users with the admin role can view Usage-Overview and ServiceNow Store Usage-Overview reports.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller (no extras)
• 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: European Economic Area (EEA)
• User control over data storage and processing locations: No
• 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: Other
• Other data at rest protection approach: • Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. The customer provides the keys for this encryption. Data stored in these fields cannot be searched or reported on. ; More details available on request; • Full disk encryption: Provided via self-encrypting hard drives with AES256 bit encryption. This encryption capability is only available through the purchase of dedicated ServiceNow hardware at an additional cost. This delivers “at-rest” protection only and is focused solely on preventing data exposure through the loss or theft of hard disks holding customer data
• 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: ServiceNow offers a variety of ways for administrators and users to export data:; ; - Form export: Export an individual record from the user interface. Choose an export format (PDF or XML) directly from a form.; - List export: Export multiple records from the user interface. Choose an export format (CSV, Excel, PDF, or XML) directly from a list.; - Scheduled export with reports - details available upon request; - Direct URL access - details available upon request; - Web services/SOAP - details available upon request
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML via Rest / SOAP
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML via REST / SOAP

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: ServiceNow’s private cloud is a highly standardized environment from the identically configured cages in the data centers through to the consistent logical infrastructure. This private cloud is home to just ServiceNow, limiting the private cloud’s footprint to only those technologies required to support this service. This allows for highly restricted networking rule sets regarding ingress and egress requirements and facilitates the ability for hardened systems, only allowing for the small number of necessary services, protocols and ports to be enabled.; ; For full details please ask.

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. ; More details available on request; 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
  • 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

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 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 2016
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: 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. With each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. Once it is determined that a patch needs to be deployed, the process then follows the Change Management process to identify the assets, the risk and potential impact.; ; Further details are available on request.
• 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 incident response:; 1) All incidents must be reported to the service desk. All ServiceNow staff are told to make use of this mechanism for reporting any issues.; 2) The service desk staff members have been trained in the case of a security incident to use the on-call rotation staff to contact the appropriate on call security representative. Available 24x7x365.; 3) The on-call security staff have been trained to carry out investigation and activate any resources through the SME rotation staff, either network/system engineering/development/legal/executive/any other teams who may be required.; ; Further information available upon request

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Contract specific Social Value can be given upon request
• Covid-19 recovery:

  Covid-19 recovery

  Contract specific Social Value can be given upon request
• Tackling economic inequality:

  Tackling economic inequality

  Contract specific Social Value can be given upon request
• Equal opportunity:

  Equal opportunity

  Contract specific Social Value can be given upon request
• Wellbeing:

  Wellbeing

  Contract specific Social Value can be given upon request

Pricing

• Price: £11.85 a user a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  ODS

• Service definition document

  PDF

• Terms and conditions

  ODT

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