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Service MAnagement

ServiceNow Design and Support 

TheThe Service Now Design and Support service allows customers to leverage on the investment made by Cenitex for its ongoing operation across ITSM and other ITIL practices. The service provides design, development and support professional services that can be used to:

Shared Instance, Fully Managed – Allows customers to: augment the existing IT Service Management (ITSM) in the Cenitex Shared Instance so that it can better deliver to individual department and agency needs; or Develop separate functionality using the Now Platform App Engine.

Dedicated Instance, Fully Managed – Provides design and ongoing support services for customers Dedicated Instance established under the ServiceNow SPC. Shared Link, Fully Managed – Provides the capabilities to provide environment integration that can be used to achieve several outcomes, from widget information sharing right through to sophisticated API connection for multiple ITSM Instances.

ServiceNow Design and Support Terms and Conditions

What’s included

The Service Now Design and Support service provides the means for customers to either:

  • Augment the existing Cenitex environment so that it can better deliver to individual department and agency needs
  • Develop separate functionality in the existing Cenitex environment using the Now Platform App Engine
  • Integrate other ITSM systems with the Shared Instance
  • Establish a Cenitex designed and supported separate ServiceNow instance

Base service includes up to two hours of pre-sales discussion with a Subject Matter Expert.

Design and Implementation Services

Subject Matter Expert for  Design and implementation services for any of the tailorable elements within the Shared Instance:

  • Tailored ITSM Process
  • Branding and Tailored Portal
  • Assignment Groups
  • Curated catalogue
  • Knowledge Management
  • Dashboard
  • Reporting

Design and implementation services for the establishment of a Dedicated Instance        

Design and implementation services for the establishment of a Shared Link between ServiceNow instances                                   

Dedicated Instance Support Services     

Service Offer

ServiceNow Shared Instance User Licensing:

Shared Instance Adaptions

Fulfiller (ITIL) Licence(per user/annum)

Stakeholder (read-only) licence (per user/annum)                                               

Support

Dedicated Instance Support Services Fully managed                                                   

Design and Implementation Services      

Financial Recovery

Recovery for the Adaptions and other work done through the ServiceNow Design and Support service will utilise two different existing business processes: Subscription and Managed Service Requests.

User-based licensing will be recovered via the Subscription process for the Shared Instances. The Proposal and Managed Service Request process will be utilised to define an ITSM Support Agreement that, for Shared Instance Adaptions and Managed Dedicated Instances will outline all the consumable licensed materials along with the ongoing support costs.