Service Definition Document

Devoteam G Cloud 14

Table of Contents

Welcome to Devoteam	2

Devoteam S-Platform	3

Salesforce Consultancy & Implementation	4

HyperAutomation	5

Mulesoft Development and Delivery	6

Mulesoft Integration Consultancy Service	7

Mulesoft Managed Support	8

Cloud Support for Central & Local Government	9

Organisational Change Management	10

Devoteam A-Cloud	11

AWS Cloud Migration	12

Cloud Native modernisation	13

Container Platform Design & Build	14

Data-Driven Intelligence	15

DevOps as a Service	16

DevOps Transformation	17

DevSecOps design and implementation	18

FinOps	19

GenAI	20

Devoteam G-Cloud	21

Google Cloud Platform Consultancy	22

Google Workspace implementation and customer success services	23

Devoteam N-Platform	24

ServiceNow Consultancy	25

ServiceNow Design	26

ServiceNow Implementation	27

ServiceNow Licensing	28

ServiceNow Support	29

General Information	30

Onboarding and Offboarding	30

Data Backup and Restore, BCP and Disaster Recovery	30

Service Levels	31

Termination	31

Service Constraints	31

Ordering Process & Contact Details	32

Order process	32

General Enquiries	32

Welcome to Devoteam

Devoteam is a leading consulting firm focused on digital strategy, tech platforms, cybersecurity and business transformation. What defines us is Technology, it is our DNA. But we believe in technology as a positive force, driving a transformation for the better.

We are a player with 25 years of experience and so have reached a certain maturity. We are a mid-sized and very focused company. We are big enough to support our customers' transformation at scale and small enough to be agile and responsive to our clients, wherever they are located in Europe and the Middle East. Not only does our size enable us to set high ambitions, but it also gives us real means to invest, especially in the development of our 9,000 people. We continuously certify our consultants and experts on the latest technologies. Our aim is to help you achieve a highly effective transformation that will have a significant and measurable impact.

Devoteam’s main belief is that companies should think and behave as tech players to thrive. To do so, we help our clients to apply 2 key principles: Firstly, building a very strong technological foundation based on cloud platforms is the best way to scale. This is why we have developed very strong partnerships with those we consider to be the 5 leading and most innovative technology platforms in the digital market, from which we leverage massive research and development capabilities. At present, Devoteam holds premium partner status with AWS, Google, Salesforce (including MuleSoft & Tableau) and ServiceNow operating across 6 areas of expertise: Digital Business & Products, Data, Cloud, Business Automation, Cybersecurity and Sustainability enabled by Digital.

The second principle we apply to ourselves and promote is what we call the Studio model. The dynamic competition, the uncertainty of your business environment and ever-evolving customer demands require permanent adaptation. For this reason, we recommend switching from a project mindset, which has enabled companies to transform in the past, to a product one. It means working in an agile and continuous innovation mode with multidisciplinary teams that mix different skills (developers, UX designers, business consultants, data and cybersecurity experts, etc.).

We consider Cloud-based platforms and the Studio model to be the two most powerful levers for achieving full and rapid digital transformation.

At Devoteam, we take our clients on a continuous innovation journey over time. First, we imagine, together with you, new digital products and services. Then we develop and implement them on platforms. And finally, we enter into “operation mode”, with our Cloud Managed Services. Operating directly in the cloud enables you to benefit from the regular new features of cloud providers. With our circular continuous innovation approach, we ensure that our client's digital products are always up and running, efficient, secure and optimised.

That's what makes our end-to-end approach so powerful.

Devoteam S-Platform

Devoteam S Platform, is an EMEA leader in Salesforce technologies, and a Salesforce Consulting Summit partner tier. Our 350+ multiskilled Salesforce experts guide our clients through the power of the Sales Cloud, Marketing Cloud, MuleSoft and Tableau platforms, to speed up connectivity across their ecosystem, translate data insights into concrete actions and accelerate Sales & Marketing Effectiveness. Thanks to the power of the Salesforce platform and ISV ecosystem, we enable our clients to become easy companies to engage with.

Salesforce Consultancy & Implementation

We specialise in advanced Salesforce solutions that optimise CRM efficiency across the cloud ecosystem. Our expert team uses agile methodologies to integrate applications, data and devices. We focus on delivering strategies that accelerate market presence, ensuring effective and cost-efficient solutions, so that through excellence and innovation we empower your business.

Service features

Comprehensive customer support and case management.

Multi-channel marketing automation and analytics.

Advanced AI for predictive analytics and insights.

Platform for creating branded online communities/ Experiences.

Data-driven insights and business intelligence.

Platform for building and deploying custom applications.

Quote-to-cash automation.

Seamless system Integrations

Carbon accounting and sustainability monitoring.

Secures sensitive data, ensuring trust and regulatory adherence.

Service benefits

Fosters collaboration and communication among stakeholders.

Boosts engagement through personalised, data-driven constituent interactions.

Streamlines customer service, setting new satisfaction benchmarks.

Streamlining deployments, improving collaboration and reducing errors with DevOps Tools

Drives engagement and conversions with targeted, AI-powered marketing.

Enables tailored solutions with customizable applications and workflows.

Facilitates seamless data exchange and integration across systems.

Provides actionable insights with advanced analytics for strategic decisions.

Ensures data integrity and compliance with strict security protocols.

Fosters community engagement and collaboration through branded online ecosystems.

HyperAutomation

At Devoteam we provide consultation and delivery of HyperAutomation solutions beyond the standard system integration, allowing citizen developers to automate their processes and human tasks. This allows enterprise and their sectors to improve process governance, resource usage and workplace wellbeing.

Service features

End to end process automation

RPA for legacy application integration

API Led Connectivity for maximum real time service reuse

Enhancing capabilities using artificial intelligence (AI)

Use of machine learning (ML) for solution improvement

Natural language processing (NLP) for solution improvement

Applied to cloud based and on premise environments

LEAN and Agile delivery

HyperAutomation Strategy, Design, Implementation and Testing for startups

Exposure of Data Silos that can only be accessed manually

Service benefits

Standardisation of repetitive human processes through automation

Improved regulatory compliance and governance across the organisation

Mitigate the risk of human errors and improve data accuracy

Access to real time management information for better customer insight

24x7x365 information and processing availability

Citizen Developer capability for faster digital changes

Agile Integration with immediate and business based outcomes delivered

Improved employee motivation by minimising tedious repetitive tasks

Free up staff time to focus on high-value interactions

Mulesoft Development and Delivery

We are MuleSoft Partners, with a highly certified and experienced team. We offer architecture service, API design, agile development, artefact delivery into multiple environments and automated pipeline deployment & testing. Delivery is agile, and automated to client needs and ability.

Service features

API architecture, design and implementation

API architecture, design and implementation

Automated deployment and testing, based around a enterprise test strategy

Wholistic Behaviour-Driven-Development (BDD) Test framework and Test Automation

HyperAutomation Solutions with future AI integration

Enterprise security

Enterprise IPaaS

Hybrid architecture (cloud and on-prem)

Unit Testing with appropriate coverage and automated guardrails

Flexible Resourcing, both on site, off site, near shore

Service benefits

Increased efficiencies across your ecosystem

Improved return on investment (ROI)

Tailored business requirements to new and existing API's

Integrated DevOps approach reducing development and deployment time

Rapid development & deployment from our European CoE model

Reusability of components and easy horizontal / vertical scaling

Mulesoft's CloudHub fully compliant with AWS (and other cloud providers)

Out-of-the-box High Availability & Fault Tolerant solutions, with in-built DR

Compose business processes into APIs for new market services

Resilient operations (reliability, scalability, and visibility)

Mulesoft Integration Consultancy Service

We are MuleSoft Partners, with a highly certified and experienced team. We provide consultation on an organisation's integration architecture (applications and infrastructure) from assessing its maturity to delivering startup strategy guidance, documentation and configuration. We can support and staff a C4E to create and deliver a reusable integration network.

Service features

API architecture, design and implementation

Specialist support with full lifecycle API management

Enterprise IPaaS

Platform migration

HyperAutomation Solutions with future AI integration

Integration maturity assessments

Technology training and guidance for CPD planning

Behaviour-Driven-Development (BDD) Test framework and Test Automation

Enterprise security

Hybrid architecture (cloud and on-prem)

Service benefits

Increased efficiencies across your ecosystem

Improved return on investment (ROI)

Tailored business requirements to new and existing API's

Integrated DevOps approach reducing development and deployment time

Rapid development & deployment from our European CoE model

Reusability of components and easy horizontal / vertical scaling

Mulesoft's CloudHub fully compliant with AWS (and other cloud providers)

Out-of-the-box High Availability & Fault Tolerant solutions, with in-built DR

Compose business processes into APIs

Resilient operations (reliability, scalability, and visibility)

Mulesoft Managed Support

We provide full level 3 support for production services, tailored to different levels according to the support needed, including various service tiers and models - 24x7, 9x5, extending support; incident, problem, request, change, infrastructure, knowledge, monitoring & event management and diagnostics/break-fix service. We are MuleSoft Partners.

Service features

Standard Managed service tier, tailored to the organisation needs

24x7 coverage availability

Full ITL management framework available

Flexible Resourcing, both on site, off site, near shore

Monitoring and health check services

Diagnostics and break-fix service

Service Transition from incumbent suppliers

Hybrid architecture (cloud and on-prem) support

HyperAutomation Solutions with future AI integration to support processes

Automated deployment and testing for service upgrades

Service benefits

Increased efficiencies in multiple application and service support

Tailored support to organisations needs and capabilities

Improve quality of deployed applications and service delivery

Integrated DevOps approach reducing service upgrade time

Rapid problem management and resolution via our European CoE model

Monthly Fixed Price based support service

Service Level Management and Reporting

Multi-cloud (AWS/Azure/Google) / hybrid support

Staff with appropriate security clearance

Out-of-the-box High Availability & Fault Tolerant solutions, with in-built DR

Cloud Support for Central & Local Government

Devoteam delivers expert Cloud Support tailored for Central & Local Government needs. With strong expertise in ServiceNow, AWS, Salesforce, and Google Cloud, we offer seamless migration, aligned strategies, and ongoing optimization. Our solutions ensure engaged stakeholders and sustained success, aiding Central & Local Government in its digital transformation journey

Service features

Comprehensive Cloud Support: Expert assistance across multiple platforms.

Migration and Integration: Smooth migration and integration services.

Tailored Strategy Development: Strategies aligned with organisational goals.

Deep Technical Expertise: Strong knowledge in key cloud technologies.

Stakeholder Engagement: People-focused solutions for successful adoption.

Efficient Project Management: Timely and budget-friendly project delivery.

Cost Optimization: Cost-saving measures tailored to specific needs.

Robust Security Implementation: Ensuring data protection and compliance.

Continuous Support and Optimization: Ongoing support for sustained success.

Compliance Assurance: Assistance in adhering to industry standards.

Service benefits

Efficient Solutions Implementation: Speeds up deployments and reduces downtime.

Seamless Operations: Smooth integration enhances workflow efficiency.

Aligned Strategies: Strategic planning improves process alignment.

Expert Guidance: Reduces risks and ensures smooth operations.

Enhanced User Adoption: Engages users, leading to smoother transitions.

Timely Project Delivery: Reduces delays, ensuring projects meet deadlines.

Cost Savings: Reduces business risk and costs through optimised spending.

Data Protection and Compliance: Mitigates risks, ensuring compliance with regulations.

Continuous Improvement: Refines processes for greater efficiency over time.

Industry Standards Compliance: Ensures adherence to regulations, reducing legal risks.

Organisational Change Management

Our business change service helps organisations to understand the people, process and behavioural change for any technology or Cloud transformation. Utilising the Prosci ADKAR® Model, Devoteam can provide experts in organisational change management who can assess the current ways of working and identify solutions to achieve the business objectives.

Service features

Change strategy design, planning, and delivery integration

Stakeholder management: analysis, engagement, communication planning

Change impact assessment: volume of change across people, process, technology

Training strategy and planning to drive end user adoption

Delivery and implementation of culture change for business outcomes

Target operating model design and delivery

Planning and delivery of change initiatives

Change risk assessment and mitigation recommendations

Integration of change management with technology programs

Strategic organisational change using Prosci ADKAR® model

Service benefits

Supports success of your business strategy, protects investment

Provides understanding of as-is organisation and challenges faced

Improves likelihood of successful transformation through careful change management

Supports successful communication and engagement strategy

Keeps stakeholders engaged and on board

Identification, analysis, and impact mitigation of change risks

Reduction of lost productivity, staff morale/turnover, and underachieving projects

Experienced change management consultants, Prosci ADKAR® certified change practitioners

Clear change implementation plan focusing on outcomes and business benefits

Change management upskilling and change capability improvement

Devoteam A-Cloud

Devoteam A Cloud is an AWS Premier Consulting Partner that has been offering excellent know-how on AWS technologies since 2012. Our team of 500+ AWS experts supports customers with scalable infrastructure, new ways of thinking and operating enabled by the AWS ecosystem to re-invent their business and evolve into an enterprise platform. In 2020 we were awarded AWS Consulting Partner of the Year.

AWS Cloud Migration

The Devoteam Cloud Migration Service gathers and analyses current environment information, establishes an optimised target state AWS environment design, and deploys all the primary infrastructure and configuration required to provide a production-ready platform. Flexible engagement model is provided to support the migration of applications to AWS.

Service features

Migration Readiness Assessments, including Optimisation and Licensing Assessment

Application architecture review & workload portfolio discovery

Preparation, planning and approach

Cloud Solution Architecture, including AWS and Hybrid architecture

Cloud migration business case & Total Cost of Ownership (TCO)

Stakeholder Engagement & Cloud Governance

Client Education, including workshops and training

Cloud infrastructure and DevOps CI/CD automation

Pilot migration to validate migration approach and automation

Multi phased cloud migration execution and optimisation

Service benefits

Identification of organisational and technical remediation required before volume migration

Understanding business value and return on investment from cloud migration

Prioritised application inventory with recommendations for migration approach using 7Rs

Provision secure, performant platform to receive migrated data and applications

Integration with organisational IAM solutions

Streamlined and automated operational processes and model

Cloud skilled staff to operate cloud workload post migration

Actionable plan for directing and managing application and workload migrations

Demonstration of process and benefits of migration of selected applications

Patterns and plans for mass migration of data and applications

Cloud Native modernisation

Devoteams Cloud Native approach to application modernisation utilises cloud native tooling and managed services to build container-ready applications. A microservices-based architecture enables continuous integration and deployment, decomposing applications into smaller services for improved modularity. This allows continuous refactoring of services, reducing costs and increasing efficiency.

Service features

Integrated DevOps approach

LEAN and Agile delivery

Migration of legacy applications to cloud based microservice solutions

Kubernetes certified engineers (346 CKA and CKAD certs)

Infrastructure as Code specialists

Kubernetes platform build and operate

Kubernetes observability and monitoring

Kubernetes cost and carbon management

Service benefits

Reduces disruption to live services

Continuous integration and deployment of business applications (CI/CD)

Replace individual services quickly

Improved developer productivity

Agile deployment providing both internal and external cost savings

Container Platform Design & Build

Devoteam is a leader in developing microservice architectures in a containerised environment for new applications, or modernising legacy services that are consumed using APIs. We utilise Agile, Lean and DevOps methodologies to support engineering teams.

Service features

Containerisation & DevOps Assessment

Business Case for Containerisation

Amazon EKS platform design & build

On-premises Kubernetes platform design & build

Automated container platform build using infrastructure-as-code

CI/CD automation for container deployment pipelines

Observability & monitoring of container platform

Service benefits

Secure and resilient container platform using best practices

Increased deployment frequency and reduced time to market

Consistent containerised environments

Upskill engineering teams in container technology and automation

AWS & Kubernetes certified specialists

Data-Driven Intelligence

At Devoteam we help clients master the key competencies to scale insights-driven principles across the business - strategy, governance, people, data, and technology - so they can turn data signals into actions to create competitive advantages and drive tangible business impact.

Service features

Data Visualisation and Business Intelligence

Advanced Analytics, Machine Learning, and Artificial Intelligence

Data Process Optimisation and Management

Power BI, Tableau, Qlik, Amazon QuickSight, Looker

Alteryx, KNIME, SQL

Data Quality Framework

Data Strategy & Roadmap

Data Culture

Data Governance and Master Data Management

Training and Knowledge Sharing Sessions

Service benefits

Turn data signals into actionable insights to unlock value

Understand business 'as-is' state from data

Leverage data to predict the future

Become a data leader and move up analytics maturity curve

Empowering a data-driven mindset with knowledge uplift and data culture

Increase trust and resilience in your data

Increase efficiency and cost reduction through optimisation and automation

Embrace innovation and agile ways of working

Increase scalability, flexibility, and adaptability to changing market landscapes

Accelerate time-to-market and generate new revenue streams

DevOps as a Service

Devoteam offers DevOps engineers to augment your own in-house teams, to deliver infrastructure, set up CI/CD architecture quickly and increase workstream velocity when needed. Our approach to DevOps is captured under the acronym CALMS, which stands for culture, automation, leanness, measurement & sharing.

Service features

Continuous Delivery as a service

CI/CD pipeline setup and health checks

Technology agnostic infrastructure provisioning and automation

Partnerships with cloud providers and industry leaders

Key DevOps Metrics (e.g. DORA and SPACE metrics) across delivery

Integrated End to End DevOps Tooling Infrastructure

Reusable, repeatable and immutable Infrastructure as Code libraries

Observability and Monitoring expertise

Platform Engineering building an enterprise DevOps platform

DevSecOps adding Security to DevOps processes

Service benefits

Consistent Ways of Working across the organisation

Reduced overhead and management of numerous disparate toolsets

Automated CI/CD leading to higher velocity of delivery

Ensures close alignment to business needs and rapid value realisation

High Cost Transparency leading to targeted Cost Optimisation

Surfaced metrics drive behaviours

Low risk, more frequent releases ensure value is realised quickly

Tooling expertise is shared and embedded into your teams

DevOps Transformation

Using our experience and knowledge of driving DevOps cultural change, Devoteam has created a repeatable methodology to benchmark DevOps maturity in your organisation, create a personalised roadmap for improvement and then assist with its implementation whilst giving you the tools to measure your own transformation.

Service features

Assessment based on DORA, benchmarks your current maturity

Detailed roadmap for your organisation's DevOps transformation

Implementation of this roadmap with coaching and knowledge transfer

Agile coaching and maturity evaluation

Observability, Key DevOps and Business Value Metrics across delivery teams

Early engagement of control groups in product development

Service-based organisation strategy and modelling

Creation and implementation of DevOps Target Operating Models

Financial cost modelling of DevOps within your organisation

Deep dive value stream mapping of DevOps processes

Service benefits

Capability benchmark allows assessment of areas for improvement

Detailed roadmap outlines steps to reaching your target maturity

Instil a culture of continuous improvement and self-sustaining transformational capacity

Increase the business alignment and autonomy of your teams

Drive behaviours through data and visibility of metrics

Reduce and remove blockers and bottlenecks in product delivery

DevSecOps design and implementation

As innovative leaders in DevOps and cyber security, Devoteam's DevSecOps service embeds your company's security principles into a DevOps framework of system architecture. Our service creates security configurations "as-code", streamlining your workflows, enabling the automatic deployment of monitoring instances, and allowing your cloud security to be constantly checked for assurance.

Service features

Responsiveness to changing landscape of cybersecurity

Rapidly deploy new security configurations

Streamline security management workflows for normal software development sprint cycles

Security solutions across the DevOps model

PolicyOps and automated policy and compliance

Service benefits

Security solutions across the DevOps model

Ensure standards and compliance across your entire IT estate

Shift security left, catching issues earlier and more cheaply

Reduce cognitive load of developers with built in DevSecOps

FinOps

Fast Track FinOps capabilities within your business, using a strategic approach aligned to industry standards (The FinOps Foundation), to deliver quick wins and build out a FinOps CoE to drive cost awareness throughout your organisation. We can enable you to scale out your FinOps capabilities progressively, according to your needs.

Service features

Understand cloud usage and cost

Cloud rate optimisation

Cloud usage optimisation

FinOps culture

Sustainable cost management

PolicyOps and automated policy governance

Automated anomaly detection

Carbon cost calculator

Service benefits

Cloud rate optimisation

Cloud usage optimisation

Insights into cloud usage and cost

Recommendations on how to increase the client’s FinOps capabilities

GenAI

Devoteam are GenAI pioneers, being one of the first European consultancies to receive the AWS GenAI competency. We are also Google and Microsoft GenAI partners. We can help you develop a GenAI strategy, understand relevant use cases and build GenAI proof of concepts that can deliver value to your organisation.

Service features

GenAI training and support

GenAI strategy

GenAI use case development

GenAI proof of concepts

GenAI developer tools

GenAI business applications

Service benefits

Faster development with GenAI training

Ongoing support from GenAI experts

Align AI with business goals (strategy)

Discover high-impact GenAI uses

Mitigate risk with GenAI proofs

Streamlined development with tools

Influence GenAI application roadmap

Objective evaluation is crucial

Devoteam G-Cloud

Devoteam G Cloud is a Google Cloud Premier Partner for over a decade and a Google Cloud Managed Services Provider. Our team of 600+ Google experts with 8 Google Cloud Specialisations helped hundreds of organisations grow with Google Cloud, and moved over million users to Google Workspace. In 2024 Devoteam was named Google Cloud Reseller Partner of the Year (EMEA) for the fifth time in a row and in 2023 Machine Learning Specialization partner of the year.

Google Cloud Platform Consultancy

Devoteam G Cloud specialises in 7 Google Cloud Specialisations: Cloud Migration - Services, Data Analytics - Services, Application Development - Services, Machine Learning - Services, Work Transformation - Enterprise, Infrastructure - Training, and Data Analytics - Training

Service features

Infrastructure Migration

Cloud Native Application Development

Application Modernisation

Data Warehouse Modernization

Data Integrations

AI/ML - Vertex AI, Gemini, CCAI, Doc AI

SAP on Google Cloud

Data Protection & Privacy

Security Analytics & Operations

Service benefits

Acceleration of GCP journeys with Devoteam's IP and Asset library

More than 500 professional certified specialists

Partner Enterprise Discount possibilities

Google Workspace implementation and customer success services

Devoteam is a Google premium partner that -amongst others- is rewarded by Google with the Work Transformation in the Enterprise specialisation credential. Devoteam is a Google Workspace reseller, that provides technical- and change management implementation services, and provides customer success services.

Service features

Video conferencing using Google Meet

Cloud Storage using Google Drive

Real-time collaboration in documents using Google Docs, Sheets and Slides

Can be implemented alongside O365

Service benefits

GWS makes it easy to work securely from anywhere

Industry-leading AI helps you focus on high-value work

Immersive, human-centred experiences keeps people connected

Secure, cloud-based controls that are easy to manage

Devoteam N-Platform

Devoteam N Platform, leverages the ServiceNow Platform to help customers to deliver digital workflows that transform operational productivity, elevate employee experience, and reimagine customer engagement since 2009. Our team of 800+ tech experts and 200+ advisory consultants brings a holistic transformational approach across the full ServiceNow platform. Devoteam has been a ServiceNow Elite Partner since 2019, and was recognised as the 2021 Global IT Workflow Partner of the Year and the 2023 EMEA Elite Partner of the Year.

ServiceNow Consultancy

Elite partner, experienced across all workflows providing Consultancy services oriented around the ServiceNow platform delivering industry-leading insight across Government, with Security Cleared professionals in ITSM/ITAM/ITOM/SPM/HRSD/Integrations/CMDB and business change. UK resources with a broad range of technical and solutions expertise delivering nationally; public/private sectors from design/implementation/support; transformation/automation and value realisation focused.

Service features

Covers the breadth of capabilities offered by the ServiceNow platform

Solution/Technical Architecture and guidance on licence optimisation

ServiceNow implementation approach and roadmap aligned to client's strategy

Service architecture and CMDB/CSDM design, configuration and support

Focus on tooling optimisation and exploiting OOTB capabilities

Experts in integration strategies, design and build

Expertise to drive technology adoption and support business change

Business process review, assessments and strategic consultancy services

Supported approach for business case consolidation including detailed ROI planning

Extensive experience working within insource and outsource SIAM models

Service benefits

Predictability insights and known impact to future business change

Centre Of Excellence for all ServiceNow licensing and services requirements

Rapid realisation/adoption of new technology and ways of working

Drive automation and data driven insights, facilitating continuous improvement

Realistic plans for return on investment, aligned to business strategy

Experienced journey planning to maximise ServiceNow's portfolio aligned to strategy

Experienced consultants providing extensive knowledge to augment/enhance internal capability

Security cleared Consultants with ServiceNow, ITIL, Agile and PRINCE2 certifications

Understanding technical/process baseline to support growth and success planning

ServiceNow CMA/CTA, ITSM, ITOM, ITAM, CSM, SecOps and HRSD experts

ServiceNow Design

Elite partner, experienced across all workflows providing Design services oriented around the ServiceNow platform delivering industry-leading insight across Government, with Security Cleared professionals in ITSM/ITAM/ITOM/SPM/HRSD/Integrations/CMDB and business change. UK resources with a breadth of expertise in the design of simple-to-complex ServiceNow solutions; public/private sectors; design/implementation/support; transformation/automation and value realisation focused.

Service features

Covers the breadth of applications offered by ServiceNow

Solution design to optimise licence volume and capability

Mapping design to align to technology, and client's strategy

Service architecture and CMDB/CSDM design, configuration and support

Focus on tooling optimisation and exploiting OOTB capabilities

Experts in integration strategies, design and build

Extensive experience in optimisation of service management processes in Government

Detailed configurations to support optimal service delivery and user experience

Tried and tested methodology for design based upon NowCreate Framework

Extensive experience working within insource and outsource SIAM models

Service benefits

Predictability insights and known impact to future business change

Considered design for regulatory, compliance and security focused objectives

Rapid realisation/adoption of new technology and ways of working

Drive automation and data driven insights, facilitating continuous improvement

Cost optimisation aligned to best-practice, people, process and technology design

Experienced journey planning to maximise ServiceNow's portfolio aligned to strategy

CSDM modelling for standardisation and improving data quality

Security cleared Consultants with ServiceNow, ITIL, Agile and PRINCE2 certifications

Understanding technical/process baseline to support growth and success planning

ServiceNow CMA/CTA, ITSM, ITOM, ITAM, CSM, SecOps and HRSD experts

ServiceNow Implementation

Elite partner, experienced across all workflows providing implementation services oriented around the ServiceNow platform delivering industry-leading insight across Government, with Security Cleared professionals in ITSM/ITAM/ITOM/SPM/HRSD/Integrations/CMDB and business change. UK resources with a broad range of technical and solutions expertise delivering nationally; public/private sectors from design/implementation/support; transformation/automation and value realisation focused.

Service features

Covers the breadth of capabilities offered by the ServiceNow platform

Range of services to exploit rapid ROI and longer-term benefits

ServiceNow implementation approach and roadmap aligned to client's strategy

Service architecture and CMDB/CSDM design, configuration and support

Focus on tooling optimisation and exploiting OOTB capabilities

Experts in integration build, utilising existing complementary technologies

Expertise to support communications plans for wider adoption of ServiceNow

Business process alignment at the heart of service delivery

Collaborative implementation approach to maximise in house team skills

Extensive experience working within insource and outsource SIAM models

Service benefits

Tried and trusted methodology to enable successful deployments at scale

Centre Of Excellence for all ServiceNow licensing and services requirements

Rapid realisation/adoption of new technology and ways of working

Future enhancements captured in-flight to determine additional areas of benefit

Platform-first approach to configuration, maximising out of the box capability

Experienced consultants to ensure optimal use of ServiceNow licensing model

Collaborative configuration to enable in-house team to become self-sufficient

Security cleared Consultants with ServiceNow, ITIL, Agile and PRINCE2 certifications

Understanding technical/process baseline to support adoption of changing technology

ServiceNow CMA/CTA, ITSM, ITOM, ITAM, CSM, SecOps and HRSD experts

ServiceNow Licensing

Elite partner, accredited to sell licensing across the ServiceNow platform delivering industry-leading insight across Government, with Security Cleared professionals in ITSM/ITAM/ITOM/SPM/HRSD/Integrations/CMDB and business change. Capability to provide ServiceNow licences to all Public Sector organisations across the UK inclusive of sector specific and enhanced discounts.

Service features

Define the scope, invest in ServiceNow® applications for your requirements

Analysis licence volumes; ensure investment in each licence is maximised.

Enlist in Devoteam’s monitoring services to ensure you remain compliant

Forecast licensing changes; ensure optimal application selection against your needs

Optimise value realisation by navigating the process to procure ServiceNow

Minimise licence waste; align ServiceNow® adoption with your strategic road-map.

Elite partner across all services and licensing resale

Compare tooling with industry insights with an Elite multi vendor reseller

Consistent mechanism for licence and service transactions

Transparent contracting and open-book pricing ensures best possible pricing available

Service benefits

Single contract for all licensing and services requirements

Best practice guidance for all licensing requirements

Detailed insight on impact of licensing where integrations are implemented

Volume and industry aligned discounts

Expedited ROI determined by rapid deployment methodology

Procure all required ServiceNow applications through a single contract

Co-termed licensing contracts with a single or multiple supplier(s)

Right-sized application procurement fitting with commercial goals

Compliance reporting ensures clients are maintaining a right-sized licensing footprint

ServiceNow CMA/CTA, ITSM, ITOM, ITAM, CSM, SecOps and HRSD experts

ServiceNow Support

Elite partner, experienced across all workflows providing support services oriented around the ServiceNow platform delivering industry-leading insight across Government, with Security Cleared professionals in ITSM/ITAM/ITOM/SPM/HRSD/Integrations/CMDB and business change. UK resources with a broad range of technical and solutions expertise delivering centrally; public/private sectors from design/implementation/support; augmented and outsourced services available

Service features

Covers the breadth of capabilities offered by the ServiceNow platform

Support and guidance on patching, cloning, upgrades and technical enhancements

800+ certified ServiceNow professionals delivering shared and managed services

Monthly enhancement and request cycles to deliver maximum value

Focus on tooling optimisation and exploiting OOTB capabilities

Integration support across a range of API/Rest protocols and IntegrationHub

Consistent methodology adopted whether implementation or support being delivered

Support for report generation and governance to ensure optimal reporting

System configuration management following ServiceNow best practice guidance

Regular platform audits to ensure data security, privacy and compliance

Service benefits

Consistency in resource; holiday, sickness and unforeseen absence accounted for

Shared resource pool to deliver technical expertise and knowledge transfer

Predictable and reliable service, Service Level reporting completed monthly

Continual Service Improvement initiatives captured and reported on

Monthly strategic consultation with Principal Technologist included

Client lead assigned ensuring support and enhancements are consistently delivered

Experienced consultants providing extensive knowledge to augment/enhance internal capability

Reduced business risk by Devoteam providing 24/7 x 365 support

Security cleared Consultants with ServiceNow, ITIL, Agile and PRINCE2 certifications

ServiceNow CMA/CTA, ITSM, ITOM, ITAM, CSM, SecOps and HRSD experts

General Information

Onboarding and Offboarding

Every Devoteam assignment requires close collaboration with our clients and their suppliers. Our people build strong relationships; quickly orienting themselves with each Stakeholder's perspective, understanding their current and future needs as well as the desired state, the work underway and any current challenges, whilst facilitating consensus across the groups. We appoint one of our senior leaders to direct engagements and actively participate in senior-level workshops.

It would be our aim to have continuously transferred knowledge throughout each engagement. However, at project closure, our Engagement Lead would also:

Ensure that all defined Products have been delivered

Any work in progress is documented and passed to an agreed client stakeholder.

Run lessons learnt exercises relating to our delivery with key stakeholders and share the results.

Data Backup and Restore, BCP and Disaster Recovery

We are a professional services company and we deliver within our client’s physical or virtual environment, we, therefore, adopt and follow our client's DR/BCP policies. Our engagements do not require us to remove data from our client's environments.

We operate hybrid and flexible working so agree with our clients where it would be best to locate the joint project team and we frequently have a mix of home working, on client site and at Devoteam offices. In addition, all Devoteam employees and associates use standardised laptops, operating systems and adhere to strict procedures and anti-virus measures to protect both Devoteam and client information at all times.

Devoteam maintains an office in central London for management and administration purposes, this is a serviced office, we rely on and adhere to services provided by that Serviced Office and their backup procedures. Should the office become inoperable for any reason our policy is to instruct central office personnel to work at home, where they are able to undertake their roles using their portable laptops until the event has been resolved. All Devoteam software is Cloud-based and so has a high degree of resilience and backup is provided as part of the licensing arrangements.

Service Levels

We would agree on a set of Service Levels that are appropriate for the type of engagement, covering, for example, Response and Resolution times. These services, depending on the scope and complexity of the delivery can take the form of

Dedicated resources, from a single resource to a team of many.

Remote and/or onsite delivery.

Full details of a Service Level Agreement, including consequences for failure to

meet Service Levels, will be mutually agreed upon between both parties where appropriate.

Termination

Termination will be agreed upon on a project by project basis in alignment with G Cloud Terms and Conditions.

Service Constraints

Our services typically do not have any constraints.

Ordering Process & Contact Details

Order process

To place an order or request assistance please contact;

Richard Andrews

Managing Director

UKGovTenders@devoteam.com

0207 288 2800

General Enquiries

uk.info@devoteam.com

UKGovTenders@devoteam.com

0207 288 2800