Syntel Europe Ltd.
ServiceNow Cloud Software Services
We offer a wide range of ServiceNow Implementation and Management services including: Architecture, Design, Development, Deployment, Maintenance, and Modernization.
Features
- ServiceNow Design and Architecture, Development and Implementation
- Service Management Design and Implementation, Migration Services to ServiceNow
- ServiceNow Enhancements, Development of ServiceNow Business Applications
- Collaboration - Chat/Live Feed/Visual Tackboards
- 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
- ServiceNow Reporting, Training, Content Management system
- Access from anywhere- Mobile web enabled, Notification, alerts
- Real time reporting
Benefits
- Single system automates and manages service relationships across the enterprise
- Consolidate legacy, redundant IT service systems to single IT record
- Faster implementation & efforts reduction through proven IPs and methodology
- Modular application suite – Rapid deployment for immediate business needs
- Custom application development – Rapidly build new applications
- Single cloud platform - One user Interface, one data model
- Standardise and globalise services processes across IT/other service-led department
- Evolve the IT service model to automate enterprise shared services
- Active user community/User conferences/user groups/special interest groups
- Simple subscription service fees - world-class 24x7 technical support
Pricing
£381 to £1,700 a person a day
Service documents
Framework
G-Cloud 12
Service ID
5 4 2 5 0 3 2 1 6 1 8 0 3 4 7
Contact
Syntel Europe Ltd.
Mr. Jagjeet Kooner
Telephone: +447557213267
Email: jagjeet.kooner@atos.net
Service scope
- Software add-on or extension
- No
- Cloud deployment model
-
- Public cloud
- Private cloud
- Community cloud
- Hybrid cloud
- Service constraints
- No
- System requirements
- Standard hardware is required
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Atos|Syntel follows Service level guideline definition process with its Clients, which is agreed at individual Agreement level. Typically Service levels for the Acknowledgement/Response Time for any questions are listed below:
Severity 1 issue- 2 hours
Severity 2 issue- 4 hours
Severity 3 issue- 1 Business Day
Severity 4 issue- 1 Business Day - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Onsite support
- No
- Support levels
-
Atos|Syntel’s support Desk provides support to its customer with world class Support Services. Atos|Syntel’s support Desk - led by ITIL methodology is a functional unit made up of a dedicated number of staff responsible for dealing promptly via telephone calls, emails & client provided web interface.
Support Levels
Level 0 - Help Desk support (UK Business hours 9 AM to 5 PM) via Phone calls / emails
Level 1 - Business / Technical SME's for initial functional / technical triaging
Level 2 : Technical RCA & suggest workaround
Level 3 : Managing the changes / small enhancements
Team will adhere to SLA as agreed with clients. - Support available to third parties
- No
Onboarding and offboarding
- Getting started
- User documentation is available.
- Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- Per defined data extraction mechanism is available.
- End-of-contract process
- Per defined end of contract process available.
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
- Yes
- Compatible operating systems
-
- Linux or Unix
- Windows
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- The look and feel will be different on both the platforms
- Service interface
- No
- API
- No
- Customisation available
- Yes
- Description of customisation
- Admin can customize the number of users and privileges.
Scaling
- Independence of resources
- Per defined SOPs are available.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Standard data Metrics is available.
- Reporting types
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Asset protection
- Knowledge of data storage and processing locations
- No
- Datacentre security standards
- Managed by a third party
- Penetration testing frequency
- At least every 6 months
- Penetration testing approach
- Another external penetration testing organisation
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- Physical access control, complying with another standard
- Encryption of all physical media
- Scale, obfuscating techniques, or data storage sharding
- Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- Deleted data can’t be directly accessed
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- Per defined SOPs are available
- Data export formats
- CSV
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Bonded fibre optic connections
- Legacy SSL and TLS (under version 1.2)
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Legacy SSL and TLS (under version 1.2)
Availability and resilience
- Guaranteed availability
- Per defined SLA documents are available.
- Approach to resilience
- Standard SOPs are available
- Outage reporting
- Email alerts
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google Apps)
- Limited access network (for example PSN)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- Standard policies are available to restrict access to support channels.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google Apps)
- Limited access network (for example PSN)
- Dedicated link (for example VPN)
- Username or password
Audit information for users
- Access to user activity audit information
- You control when users can access audit information
- How long user audit data is stored for
- Between 1 month and 6 months
- Access to supplier activity audit information
- You control when users can access 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
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Other security certifications
- No
Security governance
- Named board-level person responsible for service security
- No
- Security governance certified
- No
- Security governance approach
- Self defined security governance is available.
- Information security policies and processes
- Standard Information security policies are available.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Standard configuration and change management processes is available.
- Vulnerability management type
- Undisclosed
- Vulnerability management approach
- Standard management process is available.
- Protective monitoring type
- Undisclosed
- Protective monitoring approach
- Standard protective monitoring processes is available.
- Incident management type
- Undisclosed
- Incident management approach
- Standard incident management processes is available.
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
- £381 to £1,700 a person a day
- Discount for educational organisations
- No
- Free trial available
- No