ServiceNow Add-on Product Portfolio

TESM has an ongoing R&D programme to develop intellectual property that complements standard functionality provided by ServiceNow. The TESM IP is provided as custom Applications or Change Sets which easily integrate to standard ServiceNow functionality and adhere to ServiceNow best practice, ensuring smooth upgradeability to future versions.


  • ServiceCatalogue: Delegated service catalogue framework
  • Chatbot: Intelligent assistant to leverage ServiceNow data
  • AssureTestingFramework: Massively reduce the burden of testing
  • FiveWhys: Understand the root cause of a problem
  • RunBook: Integrate manual processes into ServiceNow workflows


  • ServiceCatalogue: Accelerates service delivery, reduces costs
  • Chatbot: Reduce ticket flow to service desk, strengthen end-user experience
  • AssureTestingFramework: Massively reduce the burden of testing
  • FiveWhys: Understand root causes of complex problems
  • RunBook: Convert manual processes into structured, standardised support procedures


£800 per licence

  • Education pricing available

Service documents

G-Cloud 10



Graham Browne

+44(0)20 3874 6760


Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to ServiceNow
Cloud deployment model Private cloud
Service constraints Designed to run on current version of ServiceNow to N minus 2
System requirements
  • ServiceNow: Must have an existing ServiceNow instance and licenses
  • Compatible with current version of ServiceNow to N minus 2

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 18x5 (based on UK working days)
User can manage status and priority of support tickets No
Phone support No
Web chat support No
Onsite support Yes, at extra cost
Support levels 18x5 (Based on UK working days)
Reasonable endeavours basis
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide Onsite mentoring, online training and user documentation
Service documentation Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction Our terms and conditions are in-line with the ServiceNow terms and conditions.
End-of-contract process In the case of a perpetual license the client has the right to continue to use and own the IP. In the case of a subscription license, then the client has the right to use the IP whilst a valid license is in operation, but must cease to use the IP if the license expires.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • MacOS
  • Windows
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 A
Accessibility testing None
Customisation available Yes
Description of customisation Users with the appropriate roles can configure various aspects of the IP. Configuration changes then apply to all users. TESM supports configuration and not customization to ensure smooth upgradeability.


Independence of resources ServiceNow’s datacenters and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple network paths to avoid 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 to the Internet. Production application servers are load balanced within each datacenter. Production database servers are replicated in near-real time to a peer data center 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.


Service usage metrics Yes
Metrics types Standard ServiceNow metrics, reporting and logging
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type Reseller providing extra features and support
Organisation whose services are being resold ServiceNow

Staff security

Staff security
Staff security clearance Other security clearance
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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
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 Encryption of all physical media
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 Not relevant
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Please refer to the ServiceNow SLA and documentation.
ServiceNow's data centres and cloud based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple network paths to avoid single points of failure, thus providing industry leading SaaS availability.
Approach to resilience Please refer to ServiceNow documentation.
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

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

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 Schellman
ISO/IEC 27001 accreditation date 23/11/16
What the ISO/IEC 27001 doesn’t cover The physical datacentre environment environment as these are covered by the datacentre providers' own ISO certifications.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 26/01/2015
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 however it contains information that is only able to be shared under the protection of an NDA. 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
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

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

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 follows a risk-based approach to determine if the patch is relevant. Once it is determined that a patch requires deployment, the Change Management process follows to identify the assets, the risk and potential impact to the environment, 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 data center when performing patching, thereby minimizing the impact to the customers' availability of the application. Remediation timeframes are subject to ServiceNow's Vulnerability Management SOP. This process is audited using vulnerability management tools.
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 The ServiceNow Incident Management process includes event discovery, triage, escalation, notification, remediation, and post-mortem review and is made up of the following elements: 1) All incidents must be reported to the service desk. 2) The service desk staff are required in the case of a security incident to to contact the appropriate on call security representative. This is available 24x7x365. 3) The on-call ServiceNow security staff have been trained to carry out investigation and activate any SME resources where required 4) Once the appropriate team is assembled on a conference bridge an incident report will be produced

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


Price £800 per licence
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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