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

£370 to £1650 per person per day

Service documents

G-Cloud 11

574196019803827

Syntel Europe Ltd.

Mr. Jagjeet Kooner

+447557213267

jagjeet_kooner@syntelinc.com

Service scope

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

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

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

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
API No
Customisation available Yes
Description of customisation Admin can customize the number of users and privileges.

Scaling

Scaling
Independence of resources Per defined SOPs are available.

Analytics

Analytics
Service usage metrics Yes
Metrics types Standard data Metrics is available.
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

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 importing and exporting
Data export approach Per defined SOPs are available
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

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

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

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

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

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

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

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 £370 to £1650 per person per day
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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