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.
- ServiceNow Service Portal
- UX Design
- Business Analysis
- Data Visualisation
- Service Portal Widgets
- User adoption
- World Class design
- Increase in Approvals
- Incident Reduction
- Call Deflection
- Shift Left
- User journey transparency
|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|
|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 availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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
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.
|Other documentation formats||
|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.
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
|Web browser interface||Yes|
|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.
|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.
Handover training and documentation is provided as part of the service.
|Independence of resources||
The service exists on the customer's ServiceNow instance.
Any extra usage is accounted for by ServiceNow.
|Service usage metrics||No|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||ServiceNow|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|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 export approach||
The data already exists on the customer's ServiceNow instance.
There is no data to export.
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||Xml|
|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
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.|
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
|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
|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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|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.|
|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.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|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|