Computacenter (UK) Ltd

Computacenter – IT Service Management Tool (ITSM)

Computacenter provides ITSM, through TeamUltra, a portfolio of robust cloud-based applications that automate and manage enterprise services. Our IT Service Management Tool applications have the advantage of being built on a single service automation platform with one user interface, one code base, and one data model, delivering easy, automated upgrades.

Features

  • Easy to use GUI with Draganddrop graphical workflow
  • Access from anywhere - Mobile Web enabled
  • Notifications/Alerts
  • Real time reporting
  • 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
  • Multiple out-of-the-box integrations with other IT and business tools
  • Survey Management

Benefits

  • One security model
  • One API
  • One web service interface
  • One data store, data model and one system of record
  • One job scheduler
  • One user interface
  • One development approach
  • One list of user tasks
  • One technology
  • One architecture

Pricing

£79.00 per user per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Computacenter (UK) Ltd

Karen Baldock

+44 (0) 1707 631000

government@computacenter.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints SLA definition
System requirements
  • Browser
  • Mobile

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 24/7/365 service is available within UK business hours, to be agreed with customer dependent upon specific customer on requirements
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 Key Functionality • Instant access to expertise - ServiceNow and ITIL qualified consultants • Free Service Desk - All types of enquiries • Interim Resources - Call on as and when needed • ServiceNow Releases - Our experts are up to date and can advise on next steps • Systems Administration - Updating the base product • Technical reviews - Optimum performance Benefits • Vast experience of people, process and technology • UK’s largest pool of technical resource • Manned Service Desk • Only use what you need when you need it • Upgrade support for new releases • Easy access to architects, solution consultants and developers
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started TeamUltra can offer organisations bespoke onsite training, to enable users and System Administrators to use ServiceNow, which can take form of classroom training, knowledge transfer, and user documentation. TeamUltra is also an Authorised Training partner of ServiceNow and can provide access to ServiceNow Accredited Training Courses.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
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 not be available.
Service interface Yes
Description of service interface External portal for requestors and back end interface for fulfillers and approvers
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing 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 Rehabilition Act of 1973 and the Web Content Acessibility Guidelines (WCAG) 2.0 Level A. The assistive technology JAWS, NVDA and Voiceover are used to test ServiceNow products.
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 effect 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

Scaling
Independence of resources 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 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

Analytics

Analytics
Service usage metrics Yes
Metrics types The System Usage modules track usage for ServiceNow applications and for ServiceNow Store apps. The usage analytics process collects data on all your instances and regularly updates the reports in the Usage Overview and ServiceNow Store Usage Overview modules. Application usage data is collected whenever an application is opened, and counts on tables are collected once a day. Data is collected on: The number of active users in the system The hardware CIs discovered The number of cloud management service catalog items available to users in instances that use Cloud Management Usage Overview and ServiceNow Store Usage Overview reports
Reporting types Real-time dashboards

Resellers

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

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 • Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. The customer provides the keys for this 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 encryption capability is only available through the purchase of dedicated ServiceNow hardware at an additional cost. This delivers “at-rest” protection only and is focused solely on preventing data exposure through the loss or 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 importing and exporting
Data export approach ServiceNow offers a variety of ways for administrators and users to export data: Form export List export Scheduled export with reports Direct URL access 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-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 standardized 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. Customers connect to the ServiceNow private cloud over HTTPS, leveraging TLS, for communication to and from a ServiceNow instance

Availability and resilience

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. Between 2015-2017 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

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 BSI
ISO/IEC 27001 accreditation date 19/03/2019
What the ISO/IEC 27001 doesn’t cover Our ISO/IEC 27001 certification covers all our managed service people, processes and IT systems. The areas of our business not covered are those that fall outside the following: The scope of Certificate number IS 516767 is for the Group Information Security Management System in relation to the UK based Information Services Division encompassing data centre, telephony, system development, implementation, operations, administration and maintenance functions for Computacenter Group Systems, UK Corporate IT Systems and Customer Facing IT Systems including the Managed Services – Service Management Tool Suite (SMTS). This is in accordance with the Statement of Applicability v7.0 dated 03/02/2017. The scope of Certificate number IS559935 is for the protection of Computacenter and customer information that is accessed, processed or stored by personnel of the Service Operations Division Operational Support and Data Centre Services teams. This is in accordance with the Statement of Applicability v7.3 dated 04/12/2017. The scope of Certificate number IS 621751 is for protection of information that is accessed, processed or stored by personnel providing Computacenter contracted Desktop Infrastructure Services including Service Management, ITIL Service Lines, Supply Chain Services, Service Operations Engineering Support, Project Support and Operational Security. In accordance with the Statement of Applicability v4.3 dated 12/01/2018.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification GemServ
PCI DSS accreditation date September 2018
What the PCI DSS doesn’t cover Only the data centres for the specific controls of Requirements 9 – Restrict physical access to cardholder data and 12 - Maintain a policy that addresses information security for all personnel of PCI DSS v3.2.1, which is not relevant for this service.
Other security certifications Yes
Any other security certifications Various which can be discussed

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's Infrastructure stack is customized at each layer to specifically support the only application residing in the ServiceNow private cloud. With the small footprint of technology required and the limited ports and services enabled, many system and security patches published do not apply to the private cloud's systems. Each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. If a patch needs to be deployed, the process follows 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.
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's Infrastructure stack is customized at each layer to specifically support the only application residing in the ServiceNow private cloud. With the small footprint of technology required and the limited ports and services enabled, many system and security patches published do not apply to the private cloud's systems. Each published patch, ServiceNow follows a risk-based approach to determine if the patch is to be deployed. If a patch needs to be deployed, the process follows 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.

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 £79.00 per user per month
Discount for educational organisations Yes
Free trial available No

Service documents

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