Unifii Ltd

ServiceNow Managed Service

ServiceNow 2nd&3rd line support plus minor enhancement work delivered by a highly experienced client-side team. On-demand support for bug fixes, defect remediation or small scale, agreed-outcome projects to optimise your ServiceNow instance. Includes Incident resolution, Problem RCA, bulk data load and configuration/code/integration investigations and resolutions. Knowledge Transfer can be included.

Features

  • 9*5, Mon - Fri 2nd & 3rd line support
  • Delivered from UK by team of permanent support staff
  • Continuity of support staff allocated to clients
  • Minor enhancements included subject to size & scope
  • Variable SLAs according to client requirements
  • Remote support, on-site presence available for RCA, Knowledge Transfer etc.
  • ServiceNow health check included during transition to our support service
  • Leverage highly experienced consulting team as part of 3rd line
  • Client hub for tracking progress and sharing insights
  • Pre-built integration into our ServiceNow instance

Benefits

  • Ownership of deep technical challenges by highly experienced ServiceNow partner
  • Avoid reliance on hard-to-find ServiceNow resources
  • Predefined processes and plan to accelerate service transition
  • Access to wider consulting team for Knowledge Transfer, projects etc.
  • Support managed by people who owned the platform when client-side
  • Ability to ramp-up support resource at times of high demand
  • Support delivered by mixed UK team, Service Desk and Consultants
  • Leverage Unifii's best practice repository as part of support
  • Fully Managed and focused support
  • All SN Products, such as ITSM, CSM, ITBM, ITOM

Pricing

£13,669 a unit a year

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 info@unifii.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 8 3 3 1 1 0 0 6 2 5 0 5 3 9

Contact

Unifii Ltd Unifii
Telephone: 020 3961 6001
Email: info@unifii.co.uk

Planning

Planning service
Yes
How the planning service works
Programme Management
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • ServiceNow
  • Office 365

Training

Training service provided
Yes
How the training service works
We can provide Knowledge Transfer sessions as part of the service provision.
Training is tied to specific services
Yes
Services the training service works with
ServiceNow

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Unifii deploy a standard, documented approach to service take-on. This includes defined a defined process and plan, integration into our ServiceNow instance and access to our support portal.

Migration to our support service is included in the price.
Setup or migration service is for specific cloud services
Yes
List of supported services
ServiceNow

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Quality assurance is delivered via a monthly service review with our clients.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
Please see the Service characteristics.

Service scope

Service constraints
Support is delivered primarily from our London office as a remote offering. On-site can be included for RCA sessions or detailed Knowledge Transfer.

User support

Email or online ticketing support
Email or online ticketing
Support response times
SLAs can be shared as part of detailed service definition
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
Support levels
Each client will be provided an account manager.
Detailed support requirements will be discussed and corresponding service elements chosen as part of service take-on

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 Baseline Personnel Security Standard (BPSS)

Pricing

Price
£13,669 a unit a year
Discount for educational organisations
No

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 info@unifii.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.