Engage ESM

ServiceNow

ServiceNow offers a portfolio of robust cloud-based applications that automate and manage enterprise services. Our applications have the advantage of being built on a single service automation platform with one user interface, one code base, and one data model, delivering easy, automated upgrades

Features

  • Drag-and-drop graphical workflow design
  • Access from anywhere-mobile web enabled
  • Notifications/Alerts
  • Real time reporting and single data model
  • Collaboration - Chat/Live Feed/Visual Tackboards
  • Content Management System and Service Portal
  • Granular access control and certified multi-layered security
  • Custom integrations via-integrated supportfor popular technologies i.e. JavaScript and WebServices
  • Multiple out-of-the-box integrations with other IT and business tools
  • Customer driven upgrades

Benefits

  • Single System automates/manages service relationships inside/outside the enterprise
  • Single cloud platform-One user interface, one codebase, one datamodel
  • Consolidate legacy, redundant IT service systems to single IT record
  • Standardise and globalise processes across IT/other service-led department
  • Consumer-like service experience for users across the global enterprise
  • Evolve the IT service model to automate enterprise shared services
  • Modular application suite – Rapid deployment for immediate business needs
  • Highly active user-community - User conferences, usergroups, special interest groups
  • Custom application development – Rapidly build new applications
  • Simple subscription service fees - world-class 24x7 technical support

Pricing

£74 per user per month

  • Education pricing available

Service documents

G-Cloud 10

659929555674864

Engage ESM

Murray Acheson

07774017796

g-cloud@engage-esm.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints SLA Definition
System requirements ServiceNow is a hosted SaaS Service

User support

User support
Email or online ticketing support Email or online ticketing
Support response times To some extent this depends upon the nature of the question and what it relates to, if you phone our technical support teams you will get an response there and then. The average wait time when phoning is 20 seconds before one of our technical support teams picks up the phone.
http://www.servicenow.com/support/contact-support.html
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels All support levels in addition to standard ServiceNow provided support are determined and agreed in consultation with prospective customers.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Engage ESM provides multiple training options for customers as part of our ServiceNow Implementations. These can range from Train the Trainer, Instructor led training (ILT), virtual instructor led training (vILT) or Video on Demand (VoD). We are aslo able to provide content where a customer has their own Learning Management System (LMS). Engage ESM is also a Certified ServiceNow Training Partner and are able to deliver Public ServiceNow training courses on behalf of ServiceNow themselves.
Service documentation Yes
Documentation formats HTML
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service You can access your ServiceNow instance from a web browser on your desktop or mobile device or from the native mobile app. The mobile UI varies depending on your device, whether you are accessing your instance from the native app or from a mobile browser, and depending on the way your administrator configured the mobile UI for your company. Most of the functionality is available as per the desktop browser, but some of the graphics will be available.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing The ServiceNow UX team has based much of their analysis on customer feedback and on best practices. To ensure usability, there have been external audits carried out by our customers, and we have personally gone on site to view some customers.
The ServiceNow UX team conducted 8 separate site visits in the past year to watch how customers use the ServiceNow system and incorporate learning into work requests and SCRUM stories. One recent trip included a visit to an accessibility lab at a public educational institution.
Our development team worked specifically with a blind user to help accessibility design.
 
Here are some of the resources for the current experience:
Wiki - how to use ServiceNow
http://wiki.servicenow.com/index.php?title=Use_ServiceNow
Application development guidelines
https://hi.service-now.com/kb_view.do?sys_kb_id=1e20c24d4a36231e008ab18d8125756e
API Yes
What users can and can't do using the API .Inbound web services, such as the REST API, allow you to interact with ServiceNow instance data using web service requests. ServiceNow outbound REST functionality allows you to retrieve, create, update, or delete data on a web services server that supports the REST architecture. ServiceNow integrates with many third-party applications and data sources. A variety of techniques can be used, most notably Web Services, JDBC, LDAP, Excel, CSV, and Email, as well as any industry-standard technologies that use REST, SOAP or WSDL. With the correct permissions users can use these API's to bring data in and out of ServiceNow. Users who create these tend to be power users or Admin users.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation .Users with the appropriate roles can configure various aspects of lists or forms. Configuration changes apply to all users.
With list configuration, you can add, remove, and reorder list columns. You can configure calculations to appear under columns. You can also hide controls and define access conditions by role for existing list controls. Users can also personalise lists which will not effect what other see.
Users can create their own reports and dashboards also with the correct permissions.
Forms can be configured as well, this includes the ability to configure a form to show or hide fields from a view. You can even create new fields on the table that is associated with the form, and put business rules, UI policies around them as well as define the data dictionary for the fields. With a runtime license you also have the ability to create new business applications in ServiceNow

Scaling

Scaling
Independence of resources 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 network paths to avoid single points
of failure.
Each customer application instance is supported by a multi-homed network configuration with multiple connections to the Internet. Production application servers are load balanced within each data center. Production database servers are replicated in near-real time to a peer data center within the same geographic region.

Through ServiceNow’s unique, multi-instance architecture, Advanced High Availability meets and exceeds stringent requirements surrounding data sovereignty, availability and performance.

Analytics

Analytics
Service usage metrics Yes
Metrics types The System Usage modules track usage for ServiceNow applications and ServiceNow Store apps.
The usage analytics process collects data and updates the reports in the Usage Overview and ServiceNow Store Usage Overview modules. Application usage data is collected whenever an application is opened and counts on tables are collected daily. Data is collected on:
-The number of active users in the system
-The hardware CIs discovered (for instances that use Discovery)
-The number of cloud management service catalog items available to users in instances that use Cloud Management
-Admin Users can view Usage Overview and ServiceNow Store Usage Overview reports.
Reporting types Real-time dashboards

Resellers

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

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations 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 can provide 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. Customer provides the keys for this encryption. Data stored in these fields cannot be searched or reported on.

-Full disk encryption: Provided via self-encrypting hard drives with AES256 bit encryption. This encryption capability is only available by purchasing dedicated ServiceNow hardware at additional cost. This delivers “at-rest” protection only and is focused solely on preventing data exposure through the loss or 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 importing and exporting
Data export approach -Export individual records via PDF or XML directly from a form.
-Export multiple records via CSV, Excel, PDF or XML directly from a list.
-Automatically export multiple records from a table on a set schedule. -Create a scheduled job to regularly export data as a report.
-Export multiple records from a table using CSV, Excel, PDF or XML. specifying the table form or list you want to export in the URL.
-Web services/SOAP: Export multiple records from a table when an external client makes a web services request.
Data export formats
  • CSV
  • Other
Other data export formats
  • Xml
  • Via REST / SOAP
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Via REST / SOAP

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network Other
Other protection within supplier network ServiceNow’s private cloud is a highly standardized environment from the identically configured cages in the data centers through to the consistent logical infrastructure. This private cloud is home to just ServiceNow, limiting the private cloud’s footprint to only those technologies required to support this service. This allows for highly restricted networking rule sets regarding ingress and egress requirements and facilitates the ability for hardened systems, only allowing for the small number of necessary services, protocols and ports to be enabled.

Availability and resilience

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

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
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 personal that 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

Audit information for users

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Schellman & Company, LLC
ISO/IEC 27001 accreditation date 26/01/2015
What the ISO/IEC 27001 doesn’t cover .
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date These attestations can be shared under NDA
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 it contains information only able to be shared under NDA protection.

CSA STAR certification: The CSA STAR certification is effectively an ISO 27001 audit and certification process. ServiceNow is already an ISO 27001 certified organization 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. These attestations can be shared under NDA.
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
  • FISMA Moderate Agency ATO
  • Multi-Tier Cloud Security Standard (MTCS) Asia

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards 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
Safe Harbor
More details available on request

Operational security

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 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 such as patching, thereby minimizing the impact to the customers' availability of the application. Remediation timeframes are subject to ServiceNow's Vulnerability Management SOP.
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's documented Security Incident Response policy, process and workflow 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

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 £74 per user per month
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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