SCARCe-IT

ServiceNow Support

Flexible and scalable managed service desk, incidents and requests for your ServiceNow implementation. Core hour through to 24x7 offerings. Committed SLA response and resolution times, service reviews, account manager support, ServiceNow (HI) communication management. Change review/approval available. Chargeable services support available.

Features

  • Full, manned and managed Service Desk covering your service window
  • 24x7 major incident support
  • Incident Management via PAYG or packages
  • Service Catalogue Request fulfilment via PAYG or packages
  • HI instance monitoring, consultation and upgrade support
  • Off catalogue (chargeable) services offered at preferred rates

Benefits

  • Fully scalable support service to any size of organisation
  • 24x7 major incident support provides full peace of mind
  • Certified and registered ServiceNow specialist partner with certified professionals
  • Can augment any incumbent on site internal support capability
  • Fully and seamlessly integrated into your incident tool and process
  • Cost optimised hybrid on site/remote resources model
  • Accesses global technical talent pools, avoiding local ServiceNow resource shortages

Pricing

£425 to £675 per person per day

  • Education pricing available

Service documents

G-Cloud 10

252833040943460

SCARCe-IT

Mike Heywood

07818 060766

mike.heywood@scarce-it.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to This is a managed support service provided by Scarce IT Services for the day to day support of your ServiceNow environments.
Cloud deployment model Private cloud
Service constraints Customer must have purchased ServiceNow licences from ServiceNow or from a registered ServiceNow sales partner. Scarce can facilitate this if required
System requirements Client must own ServiceNow enterprise licences

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard SLA:

P1. Acknowledge receipt within 60 minutes following notification by telephone. Implement a Solution or Workaround within 4 support hours (continuous where On-Call Support is provided) from Acknowledgement.

P2. Implement a Solution or Workaround within 8 Service Desk Hours from Acknowledgement.

P3 Implement a Solution or Workaround within 24 Service Desk Hours from Acknowledgement.

P4 Implement a Solution or Workaround within 40 Service Desk Hours from Acknowledgement.

24x7 Support available at an additional cost.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Chat is available through the ServiceNow platform. Users/operators can access our support services through incidents, service requests, telephone (for P1) and chat, all via the SN platform.
Web chat accessibility testing N/A - part of the standard platform
Onsite support Onsite support
Support levels 1. Service Desk. a. Core Hours Service Desk, 9-5 M-F @ £1,650pcm+VAT
b. Additional Support Hours @ £200pcm + VAT
c. 24x7 Phone On Call for P1 Incidents @ £1200pcm+VAT
2. Incident Packages. a. PAYG per incident (no package) @ £130+VAT
b. 10 Incident package @ £650pcm+VAT
c. 25 Incident package @ £1,560pcm+VAT
d. 50 Incident package @ £2,600pcm+VAT
3. Service Request Packages. a. PAYG per request @ £80+VAT
b. 10 request package @ £400+VAT
c. 25 request package @ £800+VAT
d. 50 request package @ £1600+VAT
4. Chargeable services. a. PAYG @ £600 per day +VAT
b. 5 Day Package @ £2,500+VAT
c. 10 Day Package @ £4,250+VAT

5. Service Level Management. We provide a technical account manager who will work with your service owner/manager to deal with issues and to review service levels regularly.

** Our services are modular and are designed to offer maximum flexibility to augment your organisation's existing support/development capability **
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started This is a professional services engagement to implement third party software (ServiceNow). ServiceNow platform training and documentation is available and can be arranged in line with your requirements. As part of the implementation we will highlight and address all user (operator) learning requirements and complete full operational readiness to ensure your organisation is prepared for go-live.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction N/A
End-of-contract process The implementation work order (contract) covers the configuration of tooling and processes to ensure your organisation can operate from day 1 of go-live. Once operationally accepted the work effectively ends. Customers are encouraged to consider our support service offering which provides a full managed service desk capability. In addition, future phases of development can be arranged under "Evolve" work orders (further contracts).

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 ServiceNow works fully on mobile and tablet and our services can be accessed via those versions.
Accessibility standards WCAG 2.0 A
Accessibility testing This is the ServiceNow platform accessibility standards.
API No
Customisation available Yes
Description of customisation Best practice is not to "customise" the ServiceNow platform but to "configure" it to model your organisation's processes. Scarce will work with your organisation to understand your processes (and help improve where recommended) and identify all configuration to support the new processes. This configuration set will be delivered in line with your priorities via Agile as part of the overall project scope.

Scaling

Scaling
Independence of resources Implementation work orders will ring fence the technical, project and architect resources required to deliver the entire scope of work.

Analytics

Analytics
Service usage metrics Yes
Metrics types Scarce monitor all our service levels to ensure you are receiving the highest level of service from us. This is achieved through dashboards and reports that we define and share with you. Your account manager will arrange regular meeting with your service owner/manager to review and deal with any issues early.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
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 ServiceNow offers two data at rest encryption options selectable by the buyer.
1. Full disk encryption: (self-encrypting hard drives using AES256 bit encryption). ServiceNow can facilitate this at additional cost, protects against data exposure through theft/loss of hard disks storing customer data; OR
2. Column encryption (data encryption using AES128/256 or 3DES symmetric key encryption). Restricts searching and reporting of data stored in these columns.
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach The ServiceNow platform is versatile in enabling users to extract data in dashboards, reports or in files of varying types including CSV and Excel formats. Training can be provided to teach users this simple practice if required.
Data export formats CSV
Data import formats Other
Other data import formats Excel

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks Our service is provided through the buyer's ServiceNow instance inside their network so nothing is in transit outside of the platform.
Data protection within supplier network Other
Other protection within supplier network Our service is provided through the buyer's ServiceNow instance inside their network so nothing is in transit outside of the platform.

Availability and resilience

Availability and resilience
Guaranteed availability ServiceNow commits to 99.8% monthly availability for customer live environments but typically achieves over 99.99% . Their High Availability design covers the whole ServiceNow platform and application layers.
Approach to resilience Both the ServiceNow data centres and their SaaS infrastructure operate as high availability. The buyer's live environment data is held across paired data centre instances which are aligned via asynchronous database replication techniques. This is an Active/Active set up. Continuous asynchronous replication is maintained from the primary (read-write) to the secondary (read-only).
Outage reporting Incident tickets, requests and queries can be raised to ServiceNow via their HI portal. However there are no SLA resolution commitments only response commitments.

Scarce offers a Service Desk service enabling incidents, requests, off-catalogue chargeable services and other requirements to be requested and managed under full and competitive SLAs.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Users are restricted by ACLs, roles and groups. Each user is assigned a group and a role, each of which is granted a set of access rights. When a user attempts to access a function, access shall be denied if their role/group does not contain the relevant permissions.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 ServiceNow
ISO/IEC 27001 accreditation date 2012
What the ISO/IEC 27001 doesn’t cover Details can be found here:
https://www.servicenow.com/company/trust/privacy-and-compliance/compliance-certifications/ISO-27001.html
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 2015
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover Details here:
https://www.servicenow.com/company/trust/privacy-and-compliance/compliance-resources/csa-star-registry.html
PCI certification No
Other security certifications Yes
Any other security certifications
  • ISO/IEC 27018
  • SSAE SOC 1 Type 2 and SOC 2 Type
  • FedRAMP moderate

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 ServiceNow complies with the following (this may not be exhaustive):
FISMA FedRAMP
SSAE 16 SOC 1 Type 1 &2
SSAE 16 SOC 2 Type 1
SO 27001

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 operates an ITILv3 aligned Change Management process through the ITSM application that sits on its platform. All our work (incident resolution, implementation etc) shall follow your CM process as modelled in ServiceNow. Changes are encapsulated in "update sets".
Should you appoint us as custodians of your ServiceNow instance we shall act as reviewers and approvers.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach This is fully managed by ServiceNow for all its customers. ServiceNow follows the Change Management process to pull in the affected assets and to apply any required patches to address a threat. The buyer's instance is protected using the the High Availability architecture which cuts over to the secondary data centre during patching to mitigate any degradation or availability.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach ServiceNow use Splunk for log collection on all customer instance supporting infrastructure. In addition, Sourcefire is used for IDS to monitor inbound DMZ traffic. Both systems are monitored via proactive alerting (24hr response target).
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 manages the buyer's incidents via ITILv3 aligned best practice using automated workflow inherent to the platform. Their end to end IM encompasses the detection, triage, assignment, notification, resolution and PIR stages. However ServiceNow do not commit to resolution SLAs.

Scarce provides assurance to buyers by becoming an SME intermediary and resolving the vast majority of incidents quickly without the need for ServiceNow involvement. This is incorporated seamlessly into your implementation and follows the same ITILv3 best practice approach as modelled in your instance.

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 £425 to £675 per person per day
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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