ServiceNow to Cloud

ServiceNow is an IT Service Management tool used by the Metropolitan Police Service. Digital Policing will engage Atos to transition the current on premise ServiceNow solution to the cloud based Software as a Service solution to deliver enhanced customer experience for officer and staff, to provide protection against technical obsolescence and enhance resilience consistent with the Digital Policing strategy.

The Deputy Mayor for Policing and Crime is recommended to:

• Approve Transition of the on premise ServiceNow solution to a cloud based Software as a Service (SAAS) solution and align this to customer experience requirements. Atos will deliver this at a revenue cost of £1.2m funded from the MOPAC approved Digital Policing budget.
• Approve signing an extended contract with ServiceNow through Atos to 2022.
• Note that signing the extension now provides the MPS with cost certainty as well as leveraging reduced licence costs due to the global partnership that Atos has with ServiceNow. In the event that the Service Integration and Management (SIAM) contract is not extended in 2020 there is flexibility within the contract that will allow the instance to be transferred to the MPS under a new pricing arrangement.
• Note that the new solution will result in additional running costs from 2019/20; these will be funded from savings in the SIAM tower licence management programme.

1. Introduction and background

1.1. ServiceNow is the MPS’ IT Service Management tool that manages incident, problem and change at its core. If exploited it can achieve end to end transformation of IT services through consolidation of fragmented tools and legacy systems while automating service management processes. This will improve the user experience meaning that police officers and staff will minimise the time they waste through dealing with faulty IT and focus on the real job of keeping London safe.

2. Issues for consideration

2.1. Other Central Government agencies utilise the Software as a Service (SAAS) solution and suitable protection and mitigation is in place in relation to security of data.

2.2. This fully aligns to the Digital Policing strategy of “cloud first” and investment now will provide “evergreening” savings as the tool will not need to be transitioned between suppliers as well as no future investment in hardware and hosting. This is estimated to be every 4-5 years.

3. Financial Comments

3.1. The cost of transitioning to the cloud based SaaS solution is £1.233m, which is fully funded from the Digital Policing project revenue budget.

3.2. Future revenue costs are forecast to be £0.9m per annum, partly offset by cashable savings of £0.1m in hosting charges. This is some £0.3m above the current budget. The additional running costs in year 1 will be met from the Digital Policing approved project revenue budget and subsequent run costs above budget will be contained within Digital Policing’s current budget through savings generated from the SIAM tower licence management programme.

4. Legal Comments

4.1. The MOPAC is a contracting authority as defined in the Regulations. When awarding public contracts for goods and services valued at £181,302 or over, contracting authorities must do so in accordance with the Regulations. This report confirms the proposed contract award will exceed this threshold. Accordingly, the Regulations are engaged.

5. Equality Comments

5.1. As this is an extension of an existing service this work does not change any aspects relating to equality or diversity.

6. Background/supporting papers

6.1. Report