SERVICENOW
ONBOARDING
CONTENTS
SERVICE ......................................................................................................................3
DEFINITIONS ...............................................................................................................3
Standards .............................................................................................................................. 4
Client Responsibilities ........................................................................................................... 4
IET Responsibilities............................................................................................................... 5
License .................................................................................................................................. 7
Cancellations......................................................................................................................... 7
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SERVICE
Information and Educational Technology (IET) offers the ServiceNow system and related services to UC Davis
academic and administrative units to promote consistent and efficient practices for controlling and improving
information technology services which are delivered to customers.
This document serves to introduce new customers to the standards and responsibilities between IET and the
client.
DEFINITIONS
Term
Definition as used within this document
Business Contact
The sponsor of an organization, unit or group participating in the IET
ServiceNow instance.
Business Services
Advisory Group (BSAG)
An individual, appointed to the ServiceNow Business Services Advisory
Group. The BSAG serves to provide guidance on the business needs and
processes that can benefit from the ServiceNow system.
Client
An organization, unit, or group that has subscribed to and is participating
in the IET ServiceNow instance and related services.
TAG Member
An individual, appointed to the ServiceNow Technical Advisory Group
(TAG). The TAG serves to provide guidance on the technical aspects as
well as standards for working with the ServiceNow system.
Customer
Students, staff, faculty or anyone using services or reporting issues
through the ServiceNow system that offered by a client.
IT ServiceNow Technical
Committee
A committee composed of the IET Service Manager, clients and
technology subject matter experts who provide guidance for running and
improving the ServiceNow system.
Fulfiller
This term is used in the Master SLA Agreement between UCOP and
ServiceNow to refer to individuals who use the ServiceNow system and who are
subject to contracted rates and usage fees.
ITIL User
A synonym for a fulfiller in ServiceNow. See Fulfiller.
Product Owner
The product owner is a role played by the manager of the Client Services
unit within the IET organization. The product owner manages all
supported instances of ServiceNow and is also a member of the TAG.
Quality Assurance
Testing (QA)
This is an activity which is part of the testing process. QA ensures that
features and functions developed by IET are tested and verified. The
activity occurs prior to User Acceptance Testing (UAT).
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Term
Definition as used within this document
Service Provider
The Information and Educational Technology organization is the service
provider of the ServiceNow platform. Client organizations act as service
providers to their unique customer base.
User Acceptance Testing
(UAT)
User acceptance testing is an activity that asks the client to review and
validate changes to features and functions of the ServiceNow system.
UAT asserts that clients should provide their acceptance of planned
system changes before the changes are implemented into the live
environment. (See also Quality Assurance Testing)
STANDARDS
a)
All parties must adhere to the UC Davis principles of community.
b) Technical Advisory Group members must be employed as UC Davis full time staff.
c)
Only IT ServiceNow TAG members or authorized Technical Contacts may submit requests for ServiceNow
enhancements.
d)
If a person is not assigned by the client to serve on the TAG or BSAG, an authorized technical contact
may submit ServiceNow enhancement requests by proxy. The product owner serves as the proxy for
Technical Contacts.
e)
Fulfillers will be asked to complete basic ServiceNow training before access is granted to the Production
system.
f)
The system is configured as a shared environment. Use of the system by the client requires acceptance
of the shared system components and configurations including the content of survey questions, the
content of email notifications, user interface designs, the knowledge base, global system settings and
common features and functions.
g)
IET may extend services to clients who want to use ServiceNow in a development or test environment or
who wish to participate in a ServiceNow special interest group (SIG). IET is not responsible for data in a
test, pilot or non-productions instance of ServiceNow. Data may be deleted from non-production
instances at any time without notice to clients.
CLIENT RESPONSIBILITIES
BUSINESS CONTACT
a)
A business contact who represents the business interests of the client must be identified.
TECHNICAL ADVISORY GROUP MEMBERS
b) IET will chair the IT ServiceNow Technical Committee meetings which are established to oversee the
development of the ServiceNow platform and program.
c)
IET will make membership on the TAG available to new clients 45 days after joining the ServiceNow
community. Committee membership is limited to one representative per Dean or Vice Chancellor.
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d) TAG members must agree to attend committee meetings on a regular basis. Members must represent the
broader campus interests of students, faculty and staff in addition to the interests of their own specific
organizations or groups.
e)
TAG members must complete ServiceNow administration training. The costs of the training are the
responsibility of the client.
f)
TAG members must complete IT Infrastructure Library (ITIL) foundations training. The cost of ITIL training
is the responsibility of the client. Clients are not required to obtain a formal certificate.
TESTING AND SERVICE CHANGES
g)
The client is responsible for performing User Acceptance Testing (UAT) and shall provide adequate
resources to perform UAT as appropriate. IET will provide the client with advanced notification of
scheduled or planned UAT sessions.
h) Clients may be asked to agree and sign-off their acceptance of successful UAT results before changes are
applied to the production environment.
BACKUP AND RECOVERY
i)
The Business Owner is responsible for business service continuity plans to recover from critical service
outages.
IET RESPONSIBILITIES
SERVICES PROVIDED TO CLIENT
Following is a summary of the core services that IET provides to the client:
a)
Initial configuration of the service on the ServiceNow platform.
b) Technical support for IT ServiceNow Technical Committee members or technical contacts.
c)
Technical support of the ServiceNow platform including management of ServiceNow product upgrades and
quality assurance testing.
d) ServiceNow training is required before access to the system is granted. IET provides initial in-house
ServiceNow training at no cost to the client. Continued, or refresher training of staff after initial
onboarding and training is the responsibility of the client. The client’s staff may attend future training
sessions, which are sponsored by IET, however such offerings are provided at the discretion of IET.
IMPLIED SERVICES
e)
The service will be maintained to ensure that it is fit for use and fit for the client’s purpose within the limits
of the shared ServiceNow platform and resources. Availability, performance and security are designed to
meet the needs of the client community and campus customers.
f)
Standard system configurations, messages, notifications, survey questions and global standards are
maintained by IET.
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g)
Changes to ServiceNow will be performed in a controlled manner so as to minimize service disruptions and
system downtime.
h) ServiceNow client’s needs and requests will be handled in a fair and timely manner.
i)
IET will act as a proxy for clients who do not have a designated IT ServiceNow Technical Committee
Member at the IT ServiceNow Technical Committee meetings.
STANDARD SERVICES AGREEMENT
j)
The IET Standard Service Level agreement applies to the ServiceNow service. See Knowledge article
KB0000827 for additional information.
SOFTWARE
k)
The ServiceNow system is the standard platform provided by IET to clients to facilitate their service
management needs.
l)
Information and Educational Technology may provide other software tools to support the client. These
additional software tools are not considered part of the service except where software tools are integrated
directly into the ServiceNow platform or explicitly described as a part of the service.
m) Software upgrades and vendor recommended maintenance are managed by IET. IET maintains the
relationship with the vendor and is the primary contact to use when vendor communications related to the
service are required.
INFORMATION SECURITY
As a hosting provider, ServiceNow provides clients, including UC Davis and its affiliates, with reasonable
assurance of the effectiveness of internal controls to protect customer’s information. The basis for the controls
is the Service Operator Controls (SOC) report used by the American Institute of Certified Public Accountants
(AICPA). Controls are periodically assessed by an independent auditor. The results of the most recent
assessment are summarized in the ServiceNow bridge letter which is posted on the IT Service Catalog.
The U.C Davis Information Security Team reviewed the security of the platform and is satisfied that it is a secure
service for the campus.
Information subject to the following regulatory requirements must not be stored on ServiceNow:

Health information subject to HIPAA rules

Personally Identifiable Information (PII)

Credit card information subject to Payment Card Industry (PCI –DSS) security requirements

Family Educational Rights and Privacy Act (FERPA)
USE OF THE RESTRICTED FLAG FEATURE TO LIMIT THE VISIBILITY OF TICKET INFORMATION DOES NOT SATISFY
REGULATORY REQUIREMENTS TO MASK, REDACT OR DELETE SENSITIVE INFORMATION. FOR ACCEPTABLE
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METHODS OF PROTECTING YOUR DATA, PLEASE REFER TO THE REGULATORY CONTROL REQUIREMENTS
WHICH ARE APPLICABLE TO YOUR SPECIFIC SITUATION.
LICENSE
a)
License fees will be billed quarterly and will be based on total number of fulfillers for that quarter. It is the
responsibility of the client to submit requests for the timely removal of fulfillers to ensure billing is
accurate.
b) The effective date begins when customers have completed training and are added to the Production
instance of ServiceNow. Service remains in effect for the remainder of the calendar year. A minimum three
month commitment is required. The agreement automatically renews for a one year term on January 1st
of each year unless terminated by the client. (See Cancellations).
c)
As a developing service, IET is subsidizing the ServiceNow system and services to deliver a robust and
integrated suite of tools to the UC Davis campus. IET may establish a service fee in addition to the monthly
fulfiller rate to ensure the continuity of these services.
d) IET service rates are reviewed annually under campus rate guidelines. Rates may be changed during the
course of the year. Customers are notified 30 days in advance of any rate changes.
e)
The client’s continued use of the service means that the client agrees to the terms and conditions.
CANCELLATIONS
a) The service may be cancelled by mutual consent with a 90-day notice of cancellation in writing. A
cancellation request may be withdrawn during the period of notice by mutual consent. A shorter
cancellation period is permitted by mutual agreement between the customer and Service Manager.
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