Unifii Ltd

ServiceNow

The ServiceNow platform is a ready‑built foundation that transforms how your business operates. Whether you’re in IT, Security, HR or Customer Service, you can deliver great experiences to transform how work gets done. And work moves faster when you can orchestrate automation across departments and IT applications with powerful workflows.

Features

  • IT Service Management
  • HR Management
  • IT Operations Management
  • Security Operations
  • Real Time Reporting
  • Service Dashboards
  • IT Business Management
  • Workflows
  • Web Service Integrations
  • Self-Service portals

Benefits

  • Single pane of glass for the organisation
  • Integrated security model
  • Single-tenant architecure
  • Consumer experience
  • Automating common manual processes
  • Case and Major Issue Management
  • Self-Service Portals

Pricing

£79 per person per month

Service documents

Framework

G-Cloud 11

Service ID

5 6 0 3 1 5 3 0 8 6 4 4 8 5 7

Contact

Unifii Ltd

Unifii

020 3961 6001

info@unifii.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
SLA Definitions
System requirements
  • Modern Browser
  • ServiceNow License

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depends upon nature of query, phase of project / ongoing support and type of support contract entered into
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
ServiceNow provides Customer Support 24 hours a day, 7 days week, 365 days a year as part of the subscription cost.

Additional Managed Support services can be purchased from Unifii via G-Cloud 11
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Please see the Unifii implementation service definitions
Service documentation
Yes
Documentation formats
  • HTML
  • 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

Web browser interface
Yes
Supported browsers
  • 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
UI actions function the same on the mobile interface as on desktop interface, but are keyed off a different table. The mobile interface is a simplified version of the standard interface so not all operations are supported the same way.
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. There are a number of the user interface versions available. Each new version is intended to provide an updated look and usability improvements.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
ServiceNow carry out this type of testing
API
Yes
What users can and can't do using the API
Native SOAP and REST
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The whole platform can be configured to client needs

Scaling

Independence of resources
Each ServiceNow instance is hosted in a single-tenant architecture on infrastructure scaled to meet SLAs

Analytics

Service usage metrics
No

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
User Licenses

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • 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
Excel, CSV or XML
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

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
  • Other
Other user authentication
SAML 2.0 based SSO, LDAPS
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 person that will 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
  • Username or password

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
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
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
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

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
£79 per person per month
Discount for educational organisations
No
Free trial available
No

Service documents

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