Syntel Europe Ltd.

ServiceNow Cloud Software Services

We offer a wide range of ServiceNow Implementation and Management services including: Architecture, Design, Development, Deployment, Maintenance, and Modernisation.

Features

  • ServiceNow Design and Architecture, Development and Implementation
  • Service Management Design and Implementation, Migration Services to ServiceNow
  • ServiceNow Enhancements, Development of ServiceNow Business Applications
  • Collaboration - Chat/Live Feed/Visual Tackboards
  • 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 IT/business tools
  • ServiceNow Reporting, Training, Content Management system
  • Access from anywhere- Mobile web enabled, Notification, alerts
  • Real time reporting

Benefits

  • Single system automates and manages service relationships across the enterprise
  • Consolidate legacy, redundant IT service systems to single IT record
  • Faster implementation & efforts reduction through proven IPs and methodology
  • Modular application suite – Rapid deployment for immediate business needs
  • Custom application development – Rapidly build new applications
  • Single cloud platform - One user Interface, one data model
  • Standardise and globalise services processes across IT/other service-led department
  • Evolve the IT service model to automate enterprise shared services
  • Active user community/User conferences/user groups/special interest groups
  • Simple subscription service fees - world-class 24x7 technical support

Pricing

£416 to £620 per person per day

Service documents

G-Cloud 10

182727134757583

Syntel Europe Ltd.

Rajiv Malhotra

+447903627289

rajiv_malhotra@syntelinc.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to ServiceNow
ServiceNow Express
Cloud deployment model Private cloud
Service constraints Subject to limitations of ServiceNow product capabilities
System requirements
  • Browser
  • Mobile
  • Tablet

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Syntel follows Service level guideline definition process with its Clients, which is agreed at individual Agreement level. Typically Service levels for the Acknowledgement/Response Time for any questions are listed below:
Severity 1 issue- 2 hours
Severity 2 issue- 4 hours
Severity 3 issue- 1 Business Day
Severity 4 issue- 1 Business Day
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels Syntel’s support Desk provides support to its customer with world class Support Services. Syntel’s support Desk - led by ITIL methodology is a functional unit made up of a dedicated number of staff responsible for dealing promptly via telephone calls, emails and client provided web interface.

Support Levels
Level 0 - Help Desk support (UK Business hours 9 AM to 5 PM) via Phone calls / emails
Level 1 - Business / Technical SME's for initial functional / technical triaging
Level 2 : Technical RCA and suggest workaround
Level 3 : Managing the changes / small enhancements

Team will adhere to SLA as agreed with clients.
Core platform support is provided 24/7 as part of the subscription for the applications. Optional Application Management support can be purchased, based on agreed requirements either as a fixed yearly price, or a transaction price.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Full onboarding process, documentation shared with users.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction We will help customer migrate data to alternate systems of their choice, using interfaces and a range of migration tools etc.
End-of-contract process We would charge for any reverse knowledge transfer, back to the client or other third party. Documentation is provided free. Outstanding licenses may need to be paid for if appropriate. Fees if customer terminates agreement early. No other charges.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Screen Reader compatible
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 No

Scaling

Scaling
Independence of resources ServiceNow has been designed to be highly available. All servers and devices have redundant components and multiple paths avoiding single points of failure.
At the heart of this architecture, each customer application instance is supported by a multi-homed network configuration with multiple connections. Production application servers are load-balanced within each datacenter. Production servers are replicated in near-real time to a peer datacenter within the same region.
ServiceNow employs a range of detective controls to monitor and prevent potential DDoSattacks from impacting the ServiceNow cloud environment.
Through ServiceNow’s multi-instance architecture, Advanced High Availability exceeds stringent requirements surrounding data-sovereignty, availability and performance.

Analytics

Analytics
Service usage metrics Yes
Metrics types The System Usage modules track usage for ServiceNow applications and for ServiceNow Store apps.
The usage analytics process collects data on all instances and updates the reports in the Usage Overview. Application usage data is collected whenever an application is opened, and counts on tables are collected once a day. Data is 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 Overviews.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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 importing and exporting
Data export approach Form export: Export an individual record from the user interface.
List export: Export multiple records from the user interface.
Scheduled export with reports: Automatically export multiple records from a table on a set schedule.
Direct URL access: Export multiple records from a table using a ServiceNow processor. Specify the table form or list you want to export in the URL.
Web services/SOAP: Export multiple records from a table when an external client makes a web services request. Create an external application or process to automate the retrieval of data from an instance via web services/SOAP.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • REST/SOAP
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • REST/SOAP

Data-in-transit protection

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

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. Users even get email alerts and also have access to public dashboards.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels We have user role based authentication.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

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 At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Syntel Private Limited is ISO 27001 certified company. Based on client requirement additional security standards/certifications are aligned upon. Some are listed below-
SSAE 16 SOC 1 Type 1
SSAE 16 SOC 1 Type 2
SSAE 16 SOC 2 Type 1
Safe Harbor
More details available on request

Operational security

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 cloud. With the small footprint and limited ports/services enabled, many system and patches published do not apply to the private cloud's systems. ServiceNow follows an approach to determine if the patch is to be deployed. When confirmed that a patch needs be deployed, this then follows the Change process the testing process as well as the timeline for deployment. ServiceNow leverages the Advanced-High-Availability architecture to transfer customers' production instances to the other datacenter. Remediation timeframes are subject to ServiceNow's Vulnerability Management SOP.
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 Sourcefire 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 based on agreed SLA.
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 ITIL v3 compliant Incident Management process will ensure service is restored as quickly as possible with minimum impact on business operations and optimal levels of service quality and availability are maintained. For effective and efficient Incident Management, we will record/modify KEDB(Known Error Database), prevent problems resulting into incidents by proactive monitoring and automation wherever possible. With well defined process will eliminate recurring incidents by thorough investigation and identification of permanent fix, and minimize the impact of incidents that cannot be prevented.
Help customer to further base line the Service level agreements and operational level agreements for integrated incident management process.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £416 to £620 per person per day
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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