Service Description. This document was created in response to the G- Cloud 3 updated during November ServiceNow Overview

Transcription

1 Service Description This document was created in response to the G- Cloud 3 updated during November Page 1

2 1. Solution Overview Who is ServiceNow? Service Now is the Enterprise IT cloud company. Within IT, Service Now is deployed to create a single system of record, to lower operational costs and to enhance efficiency. Within the wider lines of business, customers use our extensible platform to build custom applications for automating processes in areas such as Finance, HR, Procurement, Facilities, Legal etc. What Problems Do We Solve? IT - delivered as a SaaS, Service Now is a complete ITIL- based set of applications designed to automate IT service management processes. These processes include incident, problem, change, release and configuration management as well as a number of extension processes including service request and fulfillment, knowledge management and service level management. ServiceNow Service Portfolio Management, IT Cost Management and Project and Portfolio Management help to elevate the strategic relevance of IT and drive resource optimization. Lines of Business - by offering a single, simple and flexible PaaS from which business applications can be rapidly built - organisations gain greater agility to meet the changing needs of the business. ServiceNow is 100% Net- native, built on modern Web 2.0 technologies and is 100% self- upgrading. The primary data centre is in the UK, with back- up and failover in the EU. Available At A Fraction of The Cost of Legacy Systems Licensed on a subscription basis, ServiceNow is available at a fraction of the overall cost of the legacy software systems. There are no on- going infrastructure, maintenance or upgrade costs, with the time to value possible in days and weeks, not months or years. The company's highly- satisfied customer base, which numbers over 1,500 globally and includes some of the world's leading organisations, trust ServiceNow to transform their IT Operations and their wider Lines of Business. Page 2

3 ServiceNow applications cover all ITIL processes and are natively integrated on a single platform providing Web 2.0 intuitiveness and unprecedented process automation. A. Technical Boundaries ServiceNow is a modular solution, meaning that customers may use all, or a sub- set of the applications provided. Additionally, these applications may be implemented in a modular fashion. ServiceNow comprises of the following applications: Module Incident Management Problem Management Change Management Business Function Records all reported incidents Categorizes all incidents Automatically assigns incidents based on pre-defined business rules Links multiple incidents to a single known cause or error Documents proposed infrastructure changes Business Value Ensures all incidents are resolved as quickly as possible through assignment to most appropriate resolution group or individual Ensures the root cause of known errors is corrected to permanently resolve the problem affecting multiple devices or employees Decreases unplanned outages Enhanced change planning Page 3

4 Release Management Software Development Lifecycle (SDLC) Service Level Management Configuration Management (CMDB) Employee Self Service Knowledge Management Asset Portfolio Management Asset Contract Management Routes for approval Documents and plans for back out plans Enables financial and operational analysis for optimal change conditions Links changes to the affected Configuration Item Manages the Application Development Lifecycle A component of Release Management, SDLC helps manage the process of software development. Establishes and monitors status of Service Contracts and Service Level Agreements between the IT organization and supported business units or third party service providers Tracks and manages all Configuration Items deployed or held in reserve Tracks and manages current as well as historical configuration of all IT assets Tracks and manages the upstream and downstream connectivity between all assets deployed Enables the supported employee to submit and check on the status of incidents on-line Enables employees to search service catalogs and submit requests for standardized goods and services Captures and reuses resolutions to known or common errors Enables supported employees to search databases for known error problem resolutions Tracks and manages the financial data associated with all infrastructure assets owned, leased, rented or borrowed Tracks and manages all of the contracts warranties, leases and software licenses associated with an organization or Configuration through better understanding of affected business units / employees Mitigates risk associated with complex changes Establishes back up plans in case of unforeseen problems Quicker incident resolution time through a better understanding of historical changes Proactively manages the development of all new releases and features of internally developed software Ensures that software releases are related back to problems and ERs to align what the business requires with what is delivered by development Prioritizes resources to incidents based on strategic business value Ensures maximum level of customer service Decreases resolution time through Service Desk personnel visibility of the affected asset Decreases outages through understanding of inter-asset dependencies and connectivity Significantly decreases the number of calls to the service desk Increases employee satisfaction Increases Level 1 incident resolution rates Decreases calls to the service desk through employee selfresolution Measures costs associated with all assets for historical analysis and improved decision making Maximizes use of all associated warranties and service contracts Maximizes utilization of all Page 4

5 Service Catalog and Service Request Management Service Portfolio Management IT Cost Management IT Governance, Risk and Compliance Data Certification Managed Documents Field Service Management Business Applications Social IT - Chat Item Establishes standardized catalogs of goods and services provided by the IT organization to the supported business units and employees Enables on-line browsing and request of goods and services Define services, automate availability measurement and expose IT value to the business. Establish the cost of IT service delivery and convey value in financial terms. Enables documentation, management & measurement of policies, risks & controls and their ongoing compliance This application lets you automate the certification of data on an ongoing basis to satisfy compliance requirements Facilitates check-in/checkout of documents. Provides revision & approval history and automated reviewer and approver notifications Measure and track field service activities within the context of overall service management. Applications for Sales Force Automation, Facilities and HR Management available to offer value to other parts of your business and extend the value of the service catalog. Communicate with the Service Desk (including queuing capability), and automatically embed that conversation within the incident record. Associate chats with incidents and create a chat from an incident or an incident infrastructure assets Mitigates exposure to financial penalties associated with lease contract or software license violations Reduces support costs associated with non-standard configuration items Reduces request approval time through an automated process Controls costs through enforcing purchase with approved vendors Provide executive dashboards that reflect IT service fulfillment trends, and automate service availability tracking against commitments Provide a powerful financial management dashboard to drive accurate decisions based on both CI-related and laborrelated costs captured and aggregated Ensures compliance with required regulations and policies and removes fire drill component from audits This is typically a replacement of a manual process ensuring that data is being captured/recorded correctly Adds a layer of document control/management around knowledge management or any document - within ServiceNow Orchestrate resources and inventory logistics to ensure field-based service delivery commitments are met with high accuracy and low cost Use the application platform you already use to automate processes outside of the IT department. Many ServiceNow customers have extended their service catalogs in this way Give the business another way to communicate with the Service Desk and provide another method of collecting internal IT expertise Page 5

6 from a chat. Social IT Live Live provides wall functionality where users can view feeds from other users or about specific business services. This information forms a real-time searchable knowledge source that can be used to share information within the organization. Live includes search functionality, links, images, hashtags, groups and follows. Content Management System (CMS) Reporting and OLAP Analytics Project and Portfolio Management Vendor Performance Management Resource Management *HR Service Automation Powerful inbuilt CMS to allow you to surface ServiceNow functionality with a look and feel completely defined by you Enables a current as well as historical view of the IT infrastructure, its configuration, availability and associated costs Project tasks presented in technician work queues makes it easy to focus on project milestones Gantt charts and reporting provide complete visibility into project progress Rollup and reporting of projects in portfolio view Provides functionality for vendor assessments, scorecards, decision matrixes etc. Enables resource requesters such as project managers or change managers to create resource plans and request resources. It can be used in conjunction with any task on the ServiceNow platform, including project tasks, incidents, problems or changes. Reduce support desk costs by allowing business users to help each other. Automatically post information from any process. Facilitate knowledge-sharing and build a knowledge repository as you go End users don t have a new interface to learn they just access all their ServiceNow functionality through a familiar, easy-to-use interface Enables strategic operational and financial planning based on real-time and historical data Provides complete control over resources and ensures timely execution of key deliverables within projects and across project portfolios. Native integration with Change, Release and Service Level Management drive project tracking and tasking across all management disciplines Helps an organization to manage, evaluate and compare vendors. Enables reliable resource forecasting through a real-time, single system of record for all work and resources. Case Management application that tracks and manages interactions and requests between employees and HR staff. *Orchestration Orchestrate x-application complex business processes to automate activities. VMWare, Amazon EC2 and Powershell process packs included to accelerate creation of runbooks. Save time, capture knowledge and ensure process consistency across all of IT. Automate repeatable processes and deliver business value a lot faster *Discovery and Discover all networked CIs and Native integration with CMDB Page 6

7 Application Dependency Mapping *Performance Analytics *CreateNow Development Suite automatically define relationships Used to verify completion of change activities. Includes a business service mapping capability, designed to feed and maintain the CMDB. Delivers dashboards, scorecards and analytics in the cloud to define, measure and improve KPI s. Provides organisations with platform capabilities so that they can build custom applications to help ease the process of defining services Foundation for financial and contract IT asset management There is a clear correlation between using performance analytics and improved business results: Lower cost of IT services Improved availability of IT services Increase overall quality of IT services Aligns the organization behind the strategic goals Decreases the time it takes to introduce strategic or operational change Allows organisations the flexibility to build custom applications throughout the enterprise *Note: HR Service Automation, Orchestration, Discovery and CreateNow are separately licensed applications. Page 7

8 B. Architecture The ServiceNow platform as a service is a Java based platform using a Tomcat Web server and running on Linux. The common back- end database used by most of our customers is MySQL database although ServiceNow can support other relational database management systems such as Oracle, Microsoft SQL Server and Sybase. ServiceNow applications are delivered through a single lightweight, Internet- based architecture. ServiceNow is a single- tenant architecture, meaning that every customer gets their own application and database set. All customer data runs in separate databases and therefore is both physically and logically separated. At the instance level, ServiceNow can support a multi- tenant deployment. Customers utilizing ServiceNow as a managed service platform or to support multiple business units can segregate customer data, business rules and user interface presentation. This capability is enabled during the implementation based on customer requirements. For additional information on ServiceNow system and its general architecture, please see ServiceNow Wiki. Page 8

9 C. Application Availability As a hosted solution, the customer simply logs on via any supported browser, customizes and uses the applications. Under this model, ServiceNow is fully responsible for the monitoring, maintenance and availability of the application, including all upgrades. For a full list of compatible browsers please see ServiceNow FAQ - now.com/index.php?title=faq#web_browser_support Because all instances are hosted by ServiceNow, we have the advantage of being able to control a standardized and optimized infrastructure which ensures optimal availability of the application. Contractually, ServiceNow offers its customers an availability of 99.8% per calendar month.. D. Data Back Up and Disaster Recovery As a general business practice, all customer data is automatically backed up on a nightly basis to a second server. Additionally, that data is then replicated to a third server at a second data center for disaster recovery purposes. Data back up and disaster recovery may be arranged at a customer data center upon request. ServiceNow keep full backups for a period of seven days supported by three full backups in one- week increments. Page 9

10 E. Upgrades ServiceNow has an excellent track record of successfully upgrading all customers three times a year through automated product releases. Upgrades include substantial functional enhancements that customers may opt to employ in their system as they see fit to meet their business operations. The upgrades do not require the system to come off- line or users to logout. The system may run slow for five to ten minutes but otherwise will not cause any disruption to the customer s operations. For example, ServiceNow s winter 2011 Release completed on February 4 th, upgraded more than 2,100 customer instances. The entire process was executed within less than two hours and preserved all customer changes and customizations. For additional information on ServiceNow s upgrade process, completed or future upgrades please see ServiceNow Wiki. Upon request, large enterprise customers may receive multiple instances for development, test, UAT and production. Customers often deploy multiple instances to support their development, test and QA process. A sandbox instance is an instance that may be customized but, like ServiceNow Demo instance, will be upgraded every night to the daily build. This instance will have the latest functionality for testing purposes. Development, test and UAT environments are all available to manage the deployment of customizations you wish to make to the system. Changes may be captured and applied via update sets, and can be rolled back if deemed necessary. View the Wiki for additional details. Page 10

11 F. Customization ServiceNow is designed to be easily customized. Although most customers use much of ServiceNow s ITIL- based functionality out of the box, every organization has a need to customize the applications to align with their specific organization, business objectives and environment. Generally speaking, customers will customize ServiceNow to accommodate: Overall look and feel - branding of the applications to align with corporate branding standards Custom forms addition, deletion and movement of or re- labeling of fields Field level automation mandatory, read only, views based on roles, dependency, etc. Workflow automation categorization, assignments and escalations based on pre- defined states Alerts and notifications automated , SMS or other notifications based on pre- determined states Security access role based access and rights within the system itself Views specific role based views of the applications, forms and its data Integration integration to third party applications and data sources ServiceNow is very easily customized by system administrators. ServiceNow s unique upgrade process allows for upgrades to be applied without negatively affecting any customization, thus ensuring the long- term stabilization of any changes made. The view of ServiceNow is that these types of applications will absolutely need to be customized and that 80% of all customizations should be anticipated by the vendor and thus, drop- dead easy to achieve. Page 11

12 G. Integration As with customization above, ServiceNow is designed to be integrated to virtually any third party application or data source. A variety of techniques are used to achieve third party integration, most notably Web Services, JDBC, JMS and . This is an industry standard technology that also uses SOAP and WSDL. All of ServiceNow tables are exposed as a web- services document. Standard integrations for ServiceNow include: Monitoring Discovery Communication ERP HP OpenView CA UniCenter Tivoli TEC Spectrum Silverback Microsoft SMS Altiris IBM CCMDB LanDesk Centennial LDAP / Active Directory SMS Systems CTI Oracle Financials PeopleSoft SAP Page 12

13 ServiceNow offers more than one hundred released and supporting integrations. For additional information on ServiceNow s external integration capabilities and techniques, please see the ServiceNow integration pages on the ServiceNow wiki now.com/index.php?title=integration_portal. H. Scalability With a clustered application and database server architecture, ServiceNow implementations are highly scalable. ServiceNow continually test the scalability of the technology using internal testing tools and have experienced sub- second response times across a vast majority of transactions. Based on testing and real- world experience, ServiceNow can scale to handle loads of 30,000+ fulfiller users or more, serving end user populations of many hundreds of thousands. One of ServiceNow s largest customers routinely runs up to 9,000 concurrent fulfiller users per day, manages 13M+ CIs in the CMDB, and manages more than 38,000 tasks per day. Technologies Used to Achieve Scalability - Clustered Application Servers The application server tier can be clustered behind a load balancer permitting maximum flexibility in hardware and software resource deployment. Standard load balancing technology enables ServiceNow to add multiple machines to the application server farm. Modern load balancers (such as the Cisco Catalyst 6500 series) can interconnect several thousand servers and traffic rates of several 100 thousand transactions per second. The ServiceNow J2EE clustering is a shared database only environment meaning that there is no interaction between cluster nodes and hence, no management issues when nodes are added or removed. Significant Concurrency in Multi- Threaded Environment The system has been designed for a minimal number of synchronization points to take advantage of multi- processor, multi- core environments. ServiceNow have benchmarked with 1,000 concurrent users (users that have performed a transaction within the past 30 minutes) on a single computer with dual XEON processors.

14 14 Network Bandwidth Bandwidth requirements are kept to a minimum using two techniques; first, all interactions between the client and server are gzip compressed yielding about an 85% compression ratio, limiting most page transmissions to less than 10,000 bytes. Second, all static content (images, JavaScript, CSS) are cached on the browser for weeks at a time to minimize bandwidth requirements. Database Scalability ServiceNow have tested our database scalability using very large datasets (millions of rows) and large transaction volumes (over a million database updates a day). ServiceNow systems can be deployed using an Oracle 10g RAC database, whose scalability and reliability have been documented by many real- world scenarios. ServiceNow systems can be deployed using an IBM DB2 database, which can also achieve maximum scalability and reliability in a clustered environment. I. Security ServiceNow understand successful partnerships are built on confidence. Your confidence in our ability to provide a secure service delivery platform is paramount. As a SaaS provider, ServiceNow recognize data security and system integrity are first and foremost on our customer s list of requirements. ServiceNow combine years of IT service management experience with world- class infrastructure technology and security to ensure you are protected. ServiceNow data centers are SAS 70 Type II certified providing multiple layers of security and redundancy. We deliver confidence in six key areas: Physical Security ServiceNow offer the widest range of redundant physical security features available including fire alert and gaseous fire suppression, video camera surveillance, secured and escorted access with on- premise law enforcement, and always- on power systems. Communications Security

15 15 ServiceNow comprehensive defense and response systems include firewall protection, VPN tunneling, multiple layers of encryption (SSL/TLS), and LDAP security. ServiceNow provide secure integrations to prominent 3rd party systems and data sources. Data Security ServiceNow preserve customer data through redundant systems including scheduled backups to a second server and a geographically separated disaster recovery facility, password protection, and system monitoring. Formal Disaster Recovery and Business Continuity plans are defined and tested. Application Security ServiceNow deliver acute application security functions focused on user authentication, access control and auditing. ServiceNow is governed by encrypted password protection, role- based security and contextual security. Each interaction is logged for auditing purposes. Single- Tenant Instances ServiceNow provides customers with their own set of applications and databases. Customer databases are private and not intermixed with any other organization s data. This is a key tenet of our architecture that not only provides security, but also enhances manageability and reliability. Audit & Compliance ServiceNow deploys governance strategies designed to ensure customer privacy, meet auditing standards including SAS- 70 Type II, and help support regulation initiatives. Specific Security Highlights Encryption all communications are done using 256 bit SSL Network security Your data comes through Cisco Guard DDos mitigation appliance, through an optional PIX (see deployment options) and then into ServiceNow s filtering web server. Network redundancy ServiceNow data center has five gigabit connection to AT&T, 4GB to Level3, AboveNet, and Savvis. Further

16 16 redundancy is provided with 3GB to Global Crossing and UUNET and a 1GB connection to Time Warner. Not a multi- tenant implementation your company s database is private and not intermixed with any other organization s data. This is a key tenet of our architecture that not only provides security, but also enhances manageability and reliability. Multiple deployment models choose your comfort zone, on the Internet or an IPSEC tunnel with your Intranet creating a VPN (no Internet access). J. Managed Service Provider Support Organisations wishing to use ServiceNow in support of the services that they deliver to public sector are able to configure the ServiceNow system to support a one- to- many model of IT Service Delivery and Support. That means that one service provider could use one instance of ServiceNow to support all of the business it delivers across government. To support this model, the plug- ins and configuration changes to the service would need to be made by that service provider. ServiceNow is in itself a single- tenant architecture and all customer data is thus logically and physically segregated. As an individual implementation, the architecture of the product will support a multi- tenant architecture desired by Managed Service Providers. In an MSP deployment, ServiceNow has the proven ability to segregate data using one of two methods of separation: Company Separation Company Separation will allow for multiple users of the system to view and interact only with data that they are authorized to see and use. As an example: Company A can only see Company A data, same for Company B. Other, parent, users of the system may be given role- based permissions to view all data across the system (all companies). Domain Separation Domain Separation is a similar technique which will not only allow for segregated views of the data but also unique workflow by domain (customer) when desired for activities such as; assignments, approval rules, escalation and notification rules, etc.

17 17 Typical in an MSP deployment as well, is the requirement to integrate to other help desk solutions to move tickets between the MSP provider, their supported customer and other service providers. This is easily supported via integration to those systems for bi- directional updates and has been accomplished with BMC and HP (Peregrine) products in the past. K. Multi Languages and Localization ServiceNow serves international organizations, spread around the world. For this purpose, the application is truly internationalized and available in several languages to reach a closer communication between your teams. Multi- language ServiceNow is the enterprise- wide service delivery platform for many of the largest Global 2000 companies. ServiceNow currently support English, French, German, Italian, Spanish, Portuguese, Brazilian Portuguese, and Simplified Chinese language. Additional languages can be added upon request in a very short time frame. As for international characters, ServiceNow run internally in UTF- 8, which supports multiple characters such as Chinese, Japanese, Korean, Russian etc. Localization ServiceNow allows you to specify your locale so dates/times, currencies, etc. get displayed properly for your organization. By default, ServiceNow uses US standard formatting (e.g., our current default is the US Dollar sign $ displayed with two decimal places: $100.00). By customizing your locale, you can make things such as currency appear as you expect. For example, in UK, one might wish to see 10,000 instead of $ L. On- boarding and off- boarding services On- boarding and off- boarding services are provided through either ServiceNow or an approved partners professional services.

18 18 ServiceNow has a significant amount of pre- configuration available out- of- the- box. Our professional services team and our partners have helped many customers get started with ServiceNow and can advise each prospective customer based on that customer s specific requirements. Various data import and manipulation methods are available to load data into and out of the ServiceNow application both by manual load or export and by integration or use of an API and Web Service. For reference and for the up to date list of formats supported as standard with ServiceNow web services, please refer to the Wiki - Web_Service_Data_Format_Types. For more general information see the data management section of the ServiceNow wiki - now.com/index.php?title=managing_data When a ServiceNow subscription contract comes to an end, ServiceNow will work with the departing customer to furnish it with a copy of its data in a mutually agreed standard electronic format and typically these are in.csv,.xls formats or other formats referred to in the ServiceNow Wiki. M. Data extraction/removal ServiceNow is merely the custodian of customer data and customers can access their data at any time without recourse to ServiceNow. For example any list of records can be exported to CSV, XLS or PDF by right- clicking within the list. Moreover, customers can connect to the database via ODBC to extract their own data for reporting or audit purposes and for more information on this, please see the Wiki at now.com/index.php?title=odbc_driver When customers finally leave ServiceNow, they can take with them any data that is their intellectual property as defined in the master licence agreement. This could be (but isn t limited to) reference data like Knowledge Articles or historical data in the form of incident records. More information on data extraction can be found on the ServiceNow wiki at now.com/index.php?title=exporting_data

19 19 There is no charge for exporting this in any of the formats covered here, above or in the Wiki. ServiceNow retains no customer data beyond 45 days after the contract expires. Following the 45 days, any and all customer data is purged and destroyed using industry standard tools and techniques appropriate to the Impact Level of the data being held. N. Data processing and storage locations Customers can choose to have their instances hosted in specific geographies (as long as ServiceNow has a datacenter in that geography). For UK customers, typically the primary datacenter location is in the UK with back- up and failover to an EU location. Please contact us for exact details on current hosting arrangements. O. Networks to which the service is connected The ServiceNow infrastructure can be accessed, via the Internet and via Virtual Private Networks as required. Client machines are required to have web browser and internet connection to use the service. For a full list of compatible browsers please see ServiceNow FAQ - now.com/index.php?title=faq#web_browser_support P. Free trial ServiceNow provide a free trial. Customers can login to a demonstration instance of ServiceNow at the following URL now.com/ Q. Support ServiceNow offers world- class Technical Support to every customer. Quick solution paths can be found using Technical Support tools such as user forums, blogs, product documentation, and useful solutions. The Technical Support team, located in our support centers in San Diego and London, is comprised of trained, experienced professionals with deep product knowledge and real- world experience. The goal of our Technical Support effort is to help your team resolve issues as quickly as possible. Technical Support is provided on a 24x7 basis, including all holidays. Technical Support is provided online and via the phone with clear processes for submitting an incident and escalation paths to deal with the issue according to the severity. For further details please go to the Service Now wiki:

20 20 2. Pricing Pricing is based upon a minimum 12- month contract: IT Service Automation Application Suite (SaaS) There are 3 editions of the IT Service Automation Suite: Gold, Platinum & Diamond the table below illustrates the ITSM applications a customer will get by purchasing each of the suites:

21 21 There are 3 types of users with ServiceNow: Fulfiller Requester Approver The entry- level cost per user / per month are: Edition Fulfiller Requester Approver Gold x number of requesters Platinum x number of requesters Diamond x number of requesters The minimum commitment is for 35 Fulfiller Users. CreateNow Development Suite (PaaS) The entry- level cost is for a single application is: per User / per month Discovery and Application Dependency Mapping The entry- level cost is 0.86 per device / per month This is based upon a minimum commitment of 2,000 devices. HR Service Automation The entry- level cost for a Fulfiller User is per User / per month Requester and Approver users are as per ITSA suite pricing above. Orchestration Core The entry- level cost is 1, per month.

22 22 Discounting Indicative discounting is as per the table below: