Mozaic-Services Limited

ServiceNow License Resale

A Service to purchase ServiceNow Subscriptions via Mozaic for any ServiceNow Modules. This service typically works in concert with our ServiceNow Tooling Implementation Service and affords our clients the opportunity to purchase the following ServiceNow modules: ITSM, ITOM, ITBM, SAM, GRC, SecOps, HR, App Engine and CSM.

Features

  • Access to favourable purchasing prices.
  • Able to negotiate competitive discounts to published license subscription prices
  • Advance access to new modules and features

Benefits

  • Competitive pricing and discounts
  • Negotiation managed by Mozaic
  • Annual renewal management

Pricing

£76.00 a person a month

  • Free trial available

Service documents

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 aileen.coull@mozaic.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 7 6 0 4 0 5 9 6 0 0 8 7 3 4

Contact

Mozaic-Services Limited Aileen Coull
Telephone: +44 203 709 1625
Email: aileen.coull@mozaic.net

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Our service does not have any constraints.
System requirements
Nothing Specific

User support

Email or online ticketing support
No
Phone support
No
Web chat support
No
Onsite support
No
Support levels
N/A
Support available to third parties
No

Onboarding and offboarding

Getting started
Mozaic are a reseller of ServiceNow licenses.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Mozaic are a reseller of ServiceNow licenses.
End-of-contract process
ServiceNow Licenses are on a subscription basis, once the subscription expires the license ceases to be valid. Renewal can be arranged via Mozaic.

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
No
Service interface
No
API
No
Customisation available
No

Scaling

Independence of resources
ServiceNow is provided on a SaaS basis and expands in line with usage automatically. The SLA underpins the efficacy of this scaling.

Analytics

Service usage metrics
Yes
Metrics types
ServiceNow provides a comprehensive set up reports and dashboards on platform usage.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
N/A
Data export formats
Other
Data import formats
Other

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

Guaranteed availability
The Availability SLA is 99.8% and the refund is an extension of licence term to cover the duration of any outage
Approach to resilience
Available on request
Outage reporting
A Dashboard is available

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Access to the Subscription Service by ServiceNow employees and contractors is protected by authentication and authorization mechanisms. User authentication is required to gain access to production and sub-production instances. Access privileges are based on job requirements and are revoked upon termination of employment or consulting relationships. Production infrastructure includes appropriate user account and password controls (e.g., the required use of VPN connections, complex passwords with expiration dates, and a two-factored authenticated connection) and is accessible for administration.
Access restriction testing frequency
At least once a year
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
Between 1 month and 6 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
An independent third party employed by ServiceNow
ISO/IEC 27001 accreditation date
Not known - this is managed by ServiceNow
What the ISO/IEC 27001 doesn’t cover
Not known - this is managed by ServiceNow
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ISO 27017:2015
  • ISO 27018
  • SSAE 18 SOC 1 Type 2
  • SOC 2 Type 2
  • FDA Quality Management System (based on ISO 9001)
  • US Privacy Shield (EU/US and Switzerland/US)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
ServiceNow as a software provider are ISO/IEC 27001 certified.
Mozaic as a reseller are Cyber Essentials Certified.
Information security policies and processes
ServiceNow have a comprehensive eBook that details their Security Programme that is available via Mozaic.
Mozaic have an Information Protection Policy, a single Senior Manager accountable for all Security issues who reports directly to the CEO.

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 ensures that changes to platform, applications, and production infrastructure are evaluated to minimize risk and are implemented following ServiceNow’s standard operating procedure.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
ServiceNow conducts periodic independent security risk evaluations to identify critical information assets, assess threats to such assets, determine potential vulnerabilities, and provide for remediation. When software vulnerabilities are revealed and addressed by a vendor patch, ServiceNow will obtain the patch from the applicable vendor and apply it within an appropriate timeframe in accordance with ServiceNow’s then-current vulnerability management and security patch management standard operating procedure and only after such patch is tested and determined to be safe for installation in all production systems.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
The production infrastructure log activities are centrally collected and are secured in an effort to prevent tampering and are monitored for anomalies by a trained security team.
ServiceNow will monitor, analyze, and respond to security incidents in a timely manner in accordance with ServiceNow’s standard operating procedure. ServiceNow’s security group will escalate and engage response teams as may be necessary to address an incident.
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 will monitor, analyze, and respond to security incidents in a timely manner in accordance with ServiceNow’s standard operating procedure. ServiceNow’s security group will escalate and engage response teams as may be necessary to address an incident.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£76.00 a person a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Non Production ServiceNow instances are available for trial purposes.

Service documents

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 aileen.coull@mozaic.net. Tell them what format you need. It will help if you say what assistive technology you use.