HIGHMETRIC UK LTD.

ServiceNow Managed Services

ServiceNow Managed Services provide outsource L2/L3 support for your ServiceNow platform provided by certified experts, components include operational support, enhancement request, knowledge transfer and strategic services comprising of health checks, road mapping and quarterly service reviews

Features

  • 24/7, Global L2/L3 ServiceNow support
  • Dedicated Technical Account Manager (TAM)
  • Phone, email, portal omni-channel support
  • Customisable SLAs based on customers needs
  • Ability to leverage PS team for complex requirements
  • Flexible support models from ITIL through CSM to DevOps
  • Strategic services: road mapping, QSRs, health checks.
  • ServiceNow portal to track tickets, progress and burn
  • Certified and experienced support consultants
  • Continual service improvement and fanatical customer collaboration

Benefits

  • Ownership of technical issues by dedicated TAM
  • Adherence to best practice by certified support consultants
  • Access to self help through our knowledge management system
  • Detailed RCA through our problem management process
  • Proactive strategic services for planning ServiceNow road map
  • Seamless, low risk upgrades
  • Shift left knowledge transfer to internal staff
  • Risk mitigation baked into change management process
  • Published and measured SLTs
  • Flexible teaming and skill sets

Pricing

£300 to £1,200 a unit a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@highmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 4 6 0 2 7 6 6 1 3 5 6 5 7 6

Contact

HIGHMETRIC UK LTD. UK Public Sector Team
Telephone: 07506583977
Email: hello@highmetric.com

Planning

Planning service
Yes
How the planning service works
Our pre-sales solution consultancy capability engages with our customers early and often in the planning stages to ensure all elements of the proposed ServiceNow solution are aligned with their requirements including licensing, implementation and support.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
ServiceNow

Training

Training service provided
Yes
How the training service works
Training is provided as either a stand alone lifecycle event or as part of a ServiceNow Managed Service using certified ServiceNow trainers the service can be delivered either in a class room or remotely. The training covers fundamentals, process and technical elements of ServiceNow and Cloud and can lead on to certification and accreditation
Training is tied to specific services
Yes
Services the training service works with
ServiceNow

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
A documented, proven approach is taken to service onboarding which can include the migration of foundation and/or transactional (ticket) data from the incumbent system. As a omni-channel managed service the onboarding will include setup on our ServiceNow based support system, chat, email and phone.
Setup or migration service is for specific cloud services
Yes
List of supported services
ServiceNow

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Monthly Service Reviews are conducted with the customers Technical Account Manager (TAM) these are augmented by Quarterly Service Reviews performed by a Senior Director

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
A Managed Service and Break-Fix support, including:
> 24/7/365 Issue Support Provided but a Global Managed Services Desk (UK, India, USA)
> Dedicated technical account manager and delivery team certified by ServiceNow
> Customer requests held to Service Level Agreements and Service Targets
> Solution road mapping and strategic guidance
> Integration assessment, review and support
> Global Managed Services request portal
> Change Management planning, review, implementation, and release
> Problem Management investigation and review
> Knowledge Management review, creation, and maintenance
> Patch and upgrade planning, support, testing, and go live
> Monthly and quarterly service reviews including service delivery reporting
> System performance tuning and remediation
> System development governance

Service scope

Service constraints
Column Highmetric have very few service constraints - full copies of our Master Service Agreement (MSA), Statement of Works (SOW) and Terms and Conditions are available on request. Managed Service goes through a requirements gathering stage and the scope is agreed before commencement of the service

User support

Email or online ticketing support
Email or online ticketing
Support response times
Service Level Target for response are 2 hours and resolution in 8 hours (SLT vary per priority of request)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
Web chat testing was actioned by our Partner ServiceNow
Support levels
Managed Services Support Levels differ by days purchased and a Technical Account Manager is assigned for every tier Tactical > Operational Services > Business Service Requests > Knowledge Request Planned > As Tactical plus: > Projects > Roll-over off hours Strategic > As Planned plus: > Strategic Services > Road Map Services

Resellers

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

Staff security

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

Pricing

Price
£300 to £1,200 a unit a day
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@highmetric.com. Tell them what format you need. It will help if you say what assistive technology you use.