Monochrome Ltd

ServiceNow Service Portals, UX and Data Visualisation

Monochrome are ServiceNow Service Portal and UX Specialists.
We can provide end to end development and support for Service Portals and Data Visualisation in ServiceNow.

Features

  • ServiceNow Service Portal
  • UX Design
  • Business Analysis
  • Data Visualisation
  • Service Portal Widgets

Benefits

  • User adoption
  • World Class design
  • Increase in Approvals
  • Incident Reduction
  • Call Deflection
  • Shift Left
  • User journey transparency

Pricing

£14950 per instance

Service documents

G-Cloud 11

683530150815965

Monochrome Ltd

Mr Adrian Munn

+44 (0) 845 202 0085

adrian@monochrome.co.uk

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to ServiceNow
Cloud deployment model Public cloud
Service constraints Our Service Portals are built using the existing Portal framework on ServiceNow.
System requirements Must have ServiceNow

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Monday-Friday 9am-6pm
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels The Service Portal is not really something that requires much support once deployed.
If the Support Package is purchased, then we will be available Mon-Fri 9-6pm to provide support as quickly as possible.
Upgrade and development support is provided when required and any information about known bugs are pro-actively reported to customers.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We usually suggest a workshop which allows a design phase, along with user story building.
Once the stories have been agreed, the design and development is progressed, in an agile method (typically over 6 weeks).
Then once it is migrated via Update Sets to Test and then Production, it is ready to use.
A handover via teleconference, and documentation is supplied, along with the ability to contact us directly for support and advice when required. The latter part being part of the support package.
Service documentation Yes
Documentation formats Other
Other documentation formats
  • Word
  • Powerpoint
End-of-contract data extraction The data will exist on the customer's ServiceNow instance, so there is nothing to extract.
The service is often provided as a one off cost, so there isn't an end date to the contract in this circumstance.
However, there is a subscription in model in place which allows customers to break down the cost into management monthly amounts.
End-of-contract process The initial cost involves end to end deployment of a Service Portal (or other widgets) in the customer's ServiceNow instance.
This involves a requirements gathering workshop, where designs, and user stories are decided and agreed on.
Approx 2 weeks design phase
Approx 4 weeks of agile development including testing and deployment of the Service Portal.
Handover teleconferences, and documentation as also supplied.
Further customisations are possible and extra hours of development time can be purchased using Monochrome's rate card.
A Support package is also available to provide support through two ServiceNow version upgrades (ServiceNow recommend two upgrades per year), as well as day to day support for issues or further training.

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 No functional difference.
The mobile version will be responsive to the size of the device.
API No
Customisation available Yes
Description of customisation Once the Service Portal has been developed by Monochrome, it can be completely customised.
There are suggested skillsets when approaching further customisation.
ServiceNow Admin should be able to amend colours, icons, tile placement, plus other typical admin tasks.
ServiceNow Developers can amend code in the front and back end, but Angular JS knowledge is recommended, along with the typical html, CSS, Javascript and Glide script understanding.
Handover training and documentation is provided as part of the service.

Scaling

Scaling
Independence of resources The service exists on the customer's ServiceNow instance.
Any extra usage is accounted for by ServiceNow.

Analytics

Analytics
Service usage metrics No

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 None

Asset protection

Asset protection
Knowledge of data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency Never
Protecting data at rest Other
Other data at rest protection approach There is no data to be protected, as it is all in the customer's ServiceNow instance.
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach The data already exists on the customer's ServiceNow instance.
There is no data to export.
Data export formats
  • CSV
  • Other
Other data export formats
  • Xml
  • Pdf
Data import formats
  • CSV
  • Other
Other data import formats Xml

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks There is no data to be protected, as it is all in the customer's ServiceNow instance.
Data protection within supplier network Other
Other protection within supplier network There is no data to be protected, as it is all in the customer's ServiceNow instance.

Availability and resilience

Availability and resilience
Guaranteed availability ServiceNow promote a 99.999% availability.
Our Service Portal will sit on top of that instance.
Approach to resilience There is no resilience provided by us, as it is all in the customer's ServiceNow instance.
Outage reporting Outages aren't something related to the Service Portal.
The customer will already have an arrangement with ServiceNow via the HI Portal.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels This is all managed within the customer's ServiceNow instance.
Access restriction testing frequency At least once a year
Management access authentication Username or password

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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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 Yes
Security governance certified No
Security governance approach All the user's data exists on their own instance of ServiceNow.
Monochrome are provided with access to the Dev instance, and there will only be one or two users who will be given Admin access to develop the Service Portal.
The customer will manage the access provided to the ServiceNow instance.
Information security policies and processes The access to the user's ServiceNow instance will be provided by their own in-house support teams.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Version control is applied to our own in-house Service Portal offering.
If requested on a customer's instance, we will upgrade widgets to later versions if requested, via their own internal Change Management process.
This typically follows the itil framework.
Vulnerability management type Supplier-defined controls
Vulnerability management approach When bugs are reported by customers, will proactively reach out to customers to advise them of any patches we have available for them.
These are often deployed when the customer has the available bandwidth to allow for it to occur.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We proactively check for bugs and compromises, but as it all sits on top of the customer's ServiceNow instance, most issues are handled via the internal ServiceNow Support teams.
If we become aware of any bugs, we will report them to customers as soon as possible and arrange a fix/patch and recommend timescales for implementation of the fix/patch.
Incident management type Supplier-defined controls
Incident management approach Customers can report Incidents to us via email, or phone call.

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 £14950 per instance
Discount for educational organisations No
Free trial available Yes
Description of free trial This is not a full free trial version, but we can provide an example of our Service Portal using the customer's branding guidelines to enable a good idea of what is possible.
Link to free trial https://monochromedemo1.service-now.com/itsm username: joe.cool password: ServiceWow

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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