Lot 4 Service Specification

SERVICENOW
PROFESSIONAL
SERVICES

Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

OVERVIEW OF SERVICENOW PROFESSIONAL SERVICES

Fujitsu provides professional services focused on the consulting and implementation of the ServiceNow application stack,
allowing customers to reap the rewards of the Software as a Service (SaaS) service model.
ServiceNow is a Software as a Service vendor that delivers flexible IT Service Management (ITSM) software applications
which can be configured quickly and scale on demand without the need to worry about back end infrastructure
requirements. The application is accessed via secure Internet connection.
Fujitsu is one of the largest ServiceNow partners in the UK, and has been in partnership with ServiceNow for the last three
years. Fujitsu has experience of ServiceNow implementations ranging from small implementations of 35 users in a single
instance up to a 2500 user instance integrated with 20 other non-cloud based systems. The Fujitsu team of certified
ServiceNow and ITIL professionals provides our customers with the advantage of our experience and best practices from
these implementations.
Fujitsu provides a range of ServiceNow professional services and systems integration services (which are the Service for
the purpose of the Agreement):

ITSM & Business Process Consultancy. Consultancy services focused on Business Process Management
and ITSM. Leveraging Fujitsu best practice to help the Customer map out and streamline their business
processes and ITSM processes and go on to make recommendations on tools and approaches to
implementation

ServiceNow Consultancy & Implementation. A complete solution for ITSM processes (including Incident,
problem, change, release, request, configuration, service level and asset management), customer self service
portal, opportunity management, project management, IT governance, IT cost management, service catalogue,
knowledge base, reporting, customer surveys, Business service catalogue, HR management, Field Service
Management, Facilities management, Financial Management, Document Management, Resource
Management and integration with the back office applications (with over 20 integrations available out of the box
as standard)

Extended Support. Tailored support and expertise for a customised Service Now implementation
Training. Customised and tailored ServiceNow training sessions, for administrators, process users and end
users

ITIL v3 Best Practice Templates. Standard Fujitsu best practice configuration templates, which can be applied
to new instances of ServiceNow where the Customer does not want to implement customisations.

INTRODUCTION TO SERVICENOW
ServiceNow is a software development organisation providing the delivery and support of IT service and asset
management applications delivered as an on demand solution under a Software-as-a-Service model.
The ServiceNow platform can provide the following SaaS applications:

Incident Management
Self Service
Change Management
Problem Management
Configuration Management (CMDB)
Release Management
SDLC Management
Service Level Management
Asset Portfolio Management
Vendor/Contract Management
Knowledge Management
Service Catalogue / Request Management

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

Runbook Automation
Discovery
Project & Portfolio Management
IT Cost Management
Service Portfolio Management
Sales/opportunity Management
HR Management
Facilities Management
IT Governance
Social IT
Reporting.
These applications are all built on a single development platform and utilise no third-party or re-sold code. As such, they
are inherently integrated, and operate and are administered uniformly. Built to support both the small and large enterprise,
the solution is designed to be easily customised, is highly scalable and easily integrated to a large number of third party
solutions.
Figure 1 below shows where these components may be used across the Service Management lifecycle.

Figure 1 ServiceNow Components and how they are used across the Lifecycle

AREAS ADDRESSED
Fujitsu provides professional services for the implementation of the application stack within the ServiceNow portfolio,
which comprise the Service for the purpose of the Agreement.
Fujitsu will:

Work with the Customer to capture and document their ServiceNow requirements by engaging with
stakeholders via:

On-site Customer workshop(s)

Voice conference discovery sessions
Web conference discovery sessions

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

Scope a business consultancy engagement and prepare a Statement of Work (SOW) for Customer approval
and sign-off. This may include:

Review and assessment of existing service management processes and recommended process
improvements

Best practice implementation of ITIL V3.0 processes covering:

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

Release Management

Self Service Management

Service Catalogue Management

Service Request Management

Continuous Service Improvement

Service Level Management

Asset Portfolio Management

Vendor/Contract Management

Knowledge Management

Implementation of bespoke business processes, for example:

Manual Service Request

Third party engagement tickets

Implementation of ServiceNow specific functionality/processes covering:

Cost Management

Project and Portfolio Management

Social IT

Software Development Lifecycle Management

Runbook Automation

Discovery

IT Cost Management

Service Portfolio Management

Sales/opportunity Management

HR Management

Facilities Management

IT Governance

Reporting

ServiceNow Integration.

The Service covers the following activities and deliverables:

Customer requirements workshops

Business process review meetings
High level solution details
Fujitsu role in User Acceptance Testing (UAT)

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

Training delivery
Supporting collateral including:
Requirement documents
Gap Analysis documents
Design documents
Product Configuration Workbooks
Training Material
User Manuals.

APPROACH
An initial scoping exercise of one day is offered free of charge to the Customer. A Fujitsu ServiceNow consultant will run a
half day scoping exercise with the Customer and create a statement of work with the remaining half day. The statement of
work will indicate the associated scope and costs for the remaining phases of a ServiceNow implementation project on a
time and material basis against the rate card defined below.
Fujitsus approach to ServiceNow.com implementation follows a 5Ds (Define, Discover, Design, Develop and Deploy)
stage methodology, as per Figure 2 below. Formal approval by the Customer is required at the end of each phase, to
enable progression to the next.
The Define stage is a fixed price engagement and delivers a clear scope and statement of work for the completion of the
remaining ServiceNow project phases.

Figure 2 - ServiceNow project lifecycle showing the project phases and the main focus of activities
undertaken within each of the phases.
Each phase end marks a milestone where approval from the Customer is required to ensure work is progressing to meet
the needs of the Customer. There are several phase approvals required where the Customer will be asked to formally
agree that the phase has been completed and the consultant can proceed to the next step in the process. The phase end
milestones are shown in the following table:

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

Table 1: PHASE END MILESTONES

Phase Name

Milestone

Define

Statement of Work Completed and Agreed

Discover

Requirements Captured and Agreed

Design & Develop

Build and Playback completed and Agreed

Deploy

Completion and Sign-off of User Acceptance Testing

Completion and Sign-off of Training
Acceptance in Service of the Live Implementation

Fujitsu uses an agile SaaS implementation method in the development of ServiceNow solutions. The method involves the
use of recurring sprints of activity that focus on tangible creation of a number of sub-sets of functionality towards
delivering a customers full functional requirements. This is iterative in nature with each cycle seeking to refine existing
functionality and add more. This approach is illustrated in Figure 3 below.

Figure 3 - Fujitsu Agile SaaS Development Method - demonstrates the iterative nature of the sprints to
arrive at the desired project outcomes
There will be number of sprints performed during the engagement; the exact number will depend on the overall duration
and complexity of the project, which is agreed as part of the Define phase.
Interaction between the Customer team and the Fujitsu team will be required to agree and progress the requirements and
deliverables at various stages of the project; as each feature is demonstrated, customer approval will be sought to ensure
that what is being delivered meets requirements. This is all done in an iterative fashion, feature by feature.
Should any additional effort be required in order to complete work or carry out additional work which is out of the scope of
the initial statement of work service then such additional effort and any applicable charges will be agreed by both parties in
the form of an updated statement of work for the Define phase.

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

DELIVERABLES
A number of deliverables will be supplied during the course of the service and are defined under the 5Ds methodology.
Examples of deliverables are listed below. A definitive list is defined during the Define phase as per customer
requirements.

Define:
Statement of Work
Pre-Implementation Questionnaire

Requirements Output Document

High Level Project Plan

Business Process Diagram
Customer Specific Document

Discover, Design and Develop:

Configuration Workbook
Business Process Diagram
Entity Relationship Diagram
Gap Analysis

Deploy:
Status
UAT Documents and Log
Training.

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

CUSTOMER OBLIGATIONS
Implementing an SaaS based solution requires an iterative approach to design, test and repeated reworking to arrive at an
acceptable build of the new functionality. This will take the form of a build and customer playback process where examples
are created in development environments and a series of customer reviews and rework are undertaken to arrive at a
finalised deliverable. Customer participation at these playback sessions is a critical success factor in the completion of the
engagement.
Typical Customer roles required for a ServiceNow implementation are shown in Table 2.
Table 2: CUSTOMER ROLES
Role

Responsibility

Executive Sponsor

Provide Strategic Direction

Provide high level sponsorship to overcome roadblocks

Technical Resources

Loads generated html, applies updates to the html for navigation, branding,
custom coding, dynamic functionality and tests the web forms

Subject Matter Experts

Provide guidance and feedback on functional requirements and design

Provides email template details
Prepares import files of Contact, Account data and Activity to be loaded into
ServiceNow (including any data cleansing and manipulation work)

These obligations are agreed as part of the Define phase and documented in the Statement of Work and will cover the
following dependencies:

Progress Approvals. Customers will be asked to provide progress approvals at various key stages of the
delivery process up to and including the project completion. For projects delivered on a time and materials basis
formal milestone acceptance criteria cannot be applied as a time and materials based project is measured on
man-days resource effort consumed only. Progress approvals allow both parties to check that the project is
progressing to the satisfaction of both parties and that man-days effort is being consumed constructively

Corporate Sponsorship. The project will be endorsed by appropriate Customer Senior Management.
Timely Access to Stakeholders and Key Users. Key business & IT contacts must attend all checkpoints and
workshops for which they committed to be available as well as be available on commercially reasonable basis
to resolve outstanding issues

Timely access to information and documentation. The Customer shall provide Fujitsu with all required
spreadsheets and documentation to enable it to carry out its obligations to implement a ServiceNow solution to
meet customer requirements

Environment Management. Customer will provide the Fujitsu personnel with appropriate workspace that is
conducive to productivity. This includes desk space, phone and Internet connections for all resource roles
notified to the Customer.

Administration. The Customer will nominate an administrator or system owner who can take on the
Administration

Customer Resources (Empowerment). The Customer will identify appropriate internal resources that will be
available to work with Fujitsu resources on the project team

Post go-live support is supplied by ServiceNow

http://wiki.service-now.com/index.php?title=Technical_Support
Additional support (complementary to the ServiceNow support) is available from Fujitsu and can be defined on
a separate statement of work if required

Configuration Management. Ongoing configuration management of the solution will be the responsibility of the
Customer

Location. The engagement will consist of on and off-site working

Data migration. The Customer is responsible for preparing and cleansing all data in import files to be loaded
into ServiceNow and providing them in CSV format. If the Customer would prefer not to manage the data ETL
process, Fujitsu can assist in the managing of this process or manage trusted third party vendors to the
Customer

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

Training. Training requirements will be defined during the Discover phase as part of any overall change
management strategies the Customer may have.
Fujitsu will not be liable for any delay or deficiency in providing the Service if such delay or deficiency results from the
Customers failure to fulfil these dependencies. Should a delay to the Service result from the Customers failure in relation
to the above dependencies, for example, if there is not full workshop attendance, Fujitsu shall be entitled to amend the
Service, Schedule and/or Charges with no liability and shall be entitled to charge the Customer for any cost incurred as a
result.

EXCLUSIONS
Fujitsu shall not be liable for the Customers take up, non-take up or other discretionary use of the information provided by
Fujitsu or of any of the recommendations or options generated from the Service and activities under this Service
Specification.

SERVICE EXCLUSIONS
The following elements are not included or applicable as part of the offered Service and are therefore not included within
this Service Definition:

Information assurance - Impact Level (IL) at which the G-Cloud Service is accredited to hold and process
information
This is not relevant for these Professional Services.
Details of the level of backup/restore and disaster recovery that will be provided
This is not relevant for these Professional Services.
On-boarding and Off-boarding processes/scope etc
This is not relevant for these Professional Services.
Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for
deprecation of functionality/features)
This is not relevant for these Professional Services.
Service Levels (e.g. performance, availability, support hours, severity definitions)
This is not relevant for these Professional Services.
Financial recompense model for not meeting service levels
This is not relevant for these Professional Services.
Data restoration / service migration
This is not relevant for these Professional Services.

CHARGES AND PAYMENT

The day rates are as follows:
Table 3: DAY RATES FOR THE PROVISION OF FUJITSU PROFESSIONAL SERVICES RESOURCE
Role

Day Rate

Strategy & Architecture

Level 6 - Managing Consultant

1,188

Level 5 - Principal Consultant

1,109

Level 4 - Senior Consultant

896

Level 3 - Consultant

667

Level 2 - Senior Analyst

519

Business Change
Level 7 Associate Director

1,675

Level 6 - Managing Consultant

1,188

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

Table 3: DAY RATES FOR THE PROVISION OF FUJITSU PROFESSIONAL SERVICES RESOURCE
Role
Level 5 - Principal Consultant

Day Rate
1,019

Level 4 - Senior Consultant

812

Level 3 Consultant

667

Level 2 - Senior Analyst

471

Solution Development & Implementation

Level 7 - Senior Technical Architect

1,109

Level 6 - Technical Architect

1,109

Level 5 - Senior Analyst

896

Level 5 - Senior Analyst Designer

896

Level 4 - System/Analyst Designer

736

Level 4 - Test Lead

736

Level 3 - Analyst/Programmer/Tester

610

Level 3 Tester

610

Level 2 Developer

520

Level 2 - Junior Tester

520

Service Management
Level 7 Delivery Executive

1535

Level 6 Application Delivery Manager

927

Level 5 Support Team Leader

808

Level 5 Senior Database Administrator

808

Level 4 Senior Support Analyst

687

Level 4 - Database Administrator

687

Level 3 Support Analyst

457

Level 2 Support Analyst

457

Level 1 Junior Support Analyst

358

Procurement & Management Support

Level 7 - Senior Programme Manager

1,490

Level 6 - Programme Manager

1,053

Level 6 - Implementation Manager

1,053

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Fujitsu Services Limited, 2013

Service Specification: ServiceNow Professional Services

Table 3: DAY RATES FOR THE PROVISION OF FUJITSU PROFESSIONAL SERVICES RESOURCE
Role

Day Rate

Level 6 - Development Manager

1,053

Level 5 - Senior Project Manager

930

Level 5 - Senior Test Manager

930

Level 4 - Project Manager

930

Level 4 - Test Manager

930

Level 3 - Team Leader

667

The number of days and roles will be documented in the Statement of Work following the Define phase.
The Customer will also reimburse Fujitsu for all reasonable expenses paid or incurred by Fujitsu in connection with the
Services.
The Customer will be invoiced for the Charge on completion of the Service.
When remitting payment, the Customer will include the applicable Fujitsu invoice that the payment applies to.

DEFINITIONS
Any terms used in this Service Specification have the meaning assigned by the Fujitsu Cloud Service Agreement Terms
and Conditions. Additional terms used have the meaning assigned by this paragraph.
In the event of any conflict between the terms of this Service Specification and the other documents that comprise the
Agreement, the provisions of this Service Specification shall prevail.
Table 4: DEFINITIONS
Definition

Meaning

5Ds Methodology

Project methodology used for delivering ServiceNow.com implementations.

Includes Discover, Design, Design, Develop, Deploy

Employee Self Service

Employee Self Service provides for an unlimited number of individuals to access

the system to perform the following functions; submit Incidents, check on the
status of their own Incidents or to view the Knowledge Base. This functionality is
provided at no cost and no license is required

Process User

A Process User is any person accessing the system to actively manage the
process of Incidents, Problems, Changes or Configuration Items as a normal
course of their responsibilities and has a defined Role within the system. All users
with a defined Role must have a licence.

SaaS

Software as a Service

Service Location

The agreed location where the Service will be delivered

UAT

User Acceptance Testing

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Fujitsu Services Limited, 2013