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
PDF
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

Service documents