Accenture (UK) Limited

Accenture ServiceNow Cloud Software Services

ServiceNow is an Enterprise platform, offering the world’s leading Service Management (SaaS) solution. Deployed to create a single system of record, to lower operational costs and enhance efficiency. Beyond IT, customers use ServiceNow to manage service relationships across the enterprise in areas such as Finance, HR, Procurement, Facilities and Legal.

Features

  • Drag-and-drop graphical workflow design
  • Access from anywhere - Mobile Web enabled
  • Real time reporting and notifications and alerts
  • 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 IT/business tools
  • Machine learning algorithms to categorise, prioritise and route work faster
  • Leading IT Service Management (ITSM) functionality

Benefits

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

Pricing

£33 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

3 8 8 4 9 0 2 1 9 7 1 3 6 6 6

Contact

Accenture (UK) Limited

Simon Mitchell

++44 (0) 7702 234537

UK.TenderMonitoring@accenture.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Yes, SLA Definitions
System requirements
  • Browser
  • Mobile

User support

Email or online ticketing support
Yes, at extra cost
Support response times
To some extent this depends upon the nature of the question and what it relates to, if you phone our technical support teams you will get an response there and then. The average wait time when phoning is 20 seconds before one of our technical support teams picks up the phone.
http://www.servicenow.com/support/contact-support.html
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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.

P1 - Instance Unavailable - 30 minutes - Continuous; P2 - Mission-critical defect - 2 hours - Continuous; P3 - Significant request or defect - 1 business day - Business hours; P4 - Important request or defect - N/A - 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
We provide a variety of implementation and training options to suit all types of users and requirements. Further details are available on request.
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 7
  • Internet Explorer 8
  • Internet Explorer 9
  • 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.
Service interface
Yes
Description of service interface
The user interface (UI) is the main way to interact with the applications and information in a ServiceNow instance. https://docs.servicenow.com/bundle/london-platform-user-interface/page/administer/navigation-and-ui/concept/c_NavigationAndTheUserInterface.html

To make the interface accessible to users with disabilities, ServiceNow includes features that support several specifications in the Web Content Accessibility Guidelines (WCAG) 2.0. ServiceNow® products are developed with the goal of adhering to the accessibility guidelines and principles which are set by the Section 508 Amendment to the Rehabilitation Act of 1973 and the Web Content Accessibility Guidelines (WCAG) 2.0 Level A.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
The assistive technologies JAWS, NVDA, and VoiceOver are used to test ServiceNow products. The Madrid Web Content Accessibility Guidelines (WCAG) 2.0 document describes accessibility features and limitations. Web Content Accessibility Guidelines (WCAG) 2.0. This page details the level of accessibility support for the Madrid release, according to the Web Content Accessibility Guidelines (WCAG) 2.0
https://docs.servicenow.com/bundle/madrid-release-notes/page/administer/accessibility-508-compliance/reference/r_VPAT.html
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 affect 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
ServiceNow’s data-centers/Cloud-based infrastructure are designed to be highly available. Servers/network devices have redundant components and multiple network paths to avoid single points of failure.
Customer application instances are supported by multi-homed network configuration with multiple connections to the Internet. Production application servers are load balanced within each data center. 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/prevent potential DDoSattacks from impacting the private Cloud environment.
Through ServiceNow’s unique, multi-instance architecture, Advanced High Availability meets and exceeds stringent requirements surrounding data sovereignty, availability/performance.

Analytics

Service usage metrics
Yes
Metrics types
System Usage modules track usage for ServiceNow applications and ServiceNow Store apps.
Usage analytics processes collect data on all instances and updates reports in Usage Overview and ServiceNow Store Usage Overview modules. Application usage data is collected when applications are opened, and counts on tables, collected once a day. Data is collected on:
-Number of active users in the system
-Hardware CIs discovered (for instances that use Discovery)
-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 providing extra features and support
Organisation whose services are being resold
ServiceNow

Staff security

Staff security clearance
Conforms to BS7858:2012
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
Other
Other data at rest protection approach
ServiceNow provides two types of encryption for data at rest upon customer request.
•Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. The customer provides keys for 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 capability is only available through purchase of dedicated ServiceNow hardware at additional cost. This delivers “at-rest” protection only and focuses solely on preventing data exposure through the loss/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 administrators/users to export data:
-Form export:Export records from user interface. Choose export format (PDF/XML) directly.
-List export:Export records from user interface. Choose export format (CSV/Excel/PDF/ XML) directly.
-Scheduled export with reports:Automatically export multiple records from a table on a set schedule. Create a scheduled job to regularly export data as a report.
-Direct URL access:Export records from tables using a ServiceNow processor (CSV, Excel, PDF, or XML). Specify table form/list you want to export.
-Web services/SOAP: Export records when an external client makes web-services request. Create external application/process to automate data retrieval from an instance via web services/SOAP.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
Via REST / SOAP
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
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 standardised 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.

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
23/11/2016
What the ISO/IEC 27001 doesn’t cover
The only exclusion to the scope is the physical Data Centre environment as these are covered by the Data Centre 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 organisation 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.
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
  • 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
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards
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
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 customised at each layer to specifically support the only application residing in the ServiceNow private cloud. 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 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 maintenance.
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 has a formal documented Security Incident Response policy, process and workflow which aligns with NIST 800-61. ServiceNow Incident Response process includes event discovery, triage, escalation, notification (including customer notification) remediation, and post-mortem review.

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

Pricing

Price
£33 per unit per month
Discount for educational organisations
No
Free trial available
No

Service documents

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