SPOC

ServiceNow Reseller

Resale of ServiceNow licenses along with consulting on optimum licensing model.

Features

  • Real time reporting
  • Platform as a Service
  • Automation

Benefits

  • efficiency
  • user experience

Pricing

£40 to £100 per licence per year

Service documents

G-Cloud 11

996341382648496

SPOC

Marcin Tyburski

+48502072032

marcin.tyburski@spoc.pl

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to ServiceNow can integrate and is complementary to any software within the enterprise.
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints All relevant ServiceNow information will be provided upon request.
System requirements
  • Internet connection
  • Internet Browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times This depends on the SLA in place with the customer.
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 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 None or don’t know
How the web chat support is accessible Via ServiceNow
Web chat accessibility testing ServiceNow based agent intelligence
Onsite support Yes, at extra cost
Support levels No.
Priority
Target response time
Target resolution time or workaround
1
P1
0,5 hour
4 hours
2
P2
1 hour
8 hours
3
P3
2 working hours
24 hours (3 working days)
4
P4
4 working hours
40 hours (5 working days)
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We would typically start from a workshop. Presenting the capabilities of ServiceNow and analysing the customers processes. This would allow us to understand which modules of ServiceNow would be suitable and how they should be used.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction ServiceNow makes all customer data available in xml format
End-of-contract process Customer data is handed over and deleted on ServiceNow's side

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Screen size
Accessibility standards None or don’t know
Description of accessibility Flexible API any method of integration is available.
Accessibility testing All completed by ServiceNow. Information available upon request.
API Yes
What users can and can't do using the API REST, SOAP,
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The platform is flexible and open for customization

Scaling

Scaling
Independence of resources ServiceNow offers a physically separated infrastructure on which the platform is hosted. The largest organisations in the world use ServiceNow, scalability is not an issue.

Analytics

Analytics
Service usage metrics Yes
Metrics types All relevant service usage metrics can be made available by ServiceNow
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
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 No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach All information available from ServiceNow upon request.
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

Availability and resilience

Availability and resilience
Guaranteed availability 99.995%
Approach to resilience High Availability infrastructure in two collocated data centers.
Outage reporting Customer portal.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels These are ServiceNow related procedures that are carried out on their infrastructure. SPOC is a Reseller. We would be happy to provide further information upon request.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication These are ServiceNow related procedures that are carried out on their infrastructure. SPOC is a Reseller. We would be happy to provide further information upon request.

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 We have a delegated entity that specialises in IT Security called PBSG. They also provide services to SPOC
Information security policies and processes We have a Board of directors to which all managers report to.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach These are ServiceNow related procedures that are carried out on their infrastructure. SPOC is a Reseller. We would be happy to provide further information upon request.
Vulnerability management type Supplier-defined controls
Vulnerability management approach These are ServiceNow related procedures that are carried out on their infrastructure. SPOC is a Reseller. We would be happy to provide further information upon request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach These are ServiceNow related procedures that are carried out on their infrastructure. SPOC is a Reseller. We would be happy to provide further information upon request.
Incident management type Supplier-defined controls
Incident management approach These are ServiceNow related procedures that are carried out on their infrastructure. SPOC is a Reseller. We would be happy to provide further information upon request.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £40 to £100 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial You can generate a developer instance on https://developer.servicenow.com/app.do#!/home
Link to free trial https://developer.servicenow.com/app.do#!/home

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
Return to top ↑