Service Specification: ServiceNow Service
Lot 3 Service Specification
SERVICENOW SERVICE
OVERVIEW
ServiceNow is a web-based service management platform and service desk tool. It offers an out-of-box solution for
service desk staff and resolver groups to deliver ITILv3 conformance across all areas of IT services support, automation,
resource management and shared service. It can also cater for the Customer’s individual and unique service management
challenges by providing the ability to build bespoke modules on the same proven platform.
Built to support any size enterprise, the solution is designed to be customized, is scalable, easy-to-use and 100% selfupgrading. ServiceNow’s breadth and depth of service management capability can be further enhanced through
integrations with a large number of third party solutions.
For UK customers, the primary data centre location is typically in the UK with back-up and failover to an EU location.
ServiceNow is licensed on a subscription basis.
Note: Fujitsu is ISO27001 certified within the UK by a UKAS recognised organisation. ServiceNow is ISO27001 certified
within the US by Brightline, an ANAB (The ANSI-ASQ National Accreditation Board) accredited ISO certification body.
Brightline is not currently recognised by UKAS.
Figure 1 - ServiceNow applications cover all ITIL processes and are natively integrated on a single
platform providing Web 2.0 intuitiveness and unprecedented process automation
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Service Specification: ServiceNow Service
TECHNICAL BOUNDARIES
ServiceNow is a modular solution, meaning that customers may use all, or a sub-set of the applications provided.
Additionally, these applications may be implemented in a modular fashion.
ServiceNow comprises the following applications:
Table 1: APPLICATIONS
Module
Business Function
Business Value
Incident Management
Records all reported incidents
Ensures all incidents are resolved as
quickly as possible through
assignment to most appropriate
resolution group or individual
Categorises all incidents
Automatically assigns incidents based on
pre-defined business rules
Problem Management
Links multiple incidents to a single known
cause or error
Ensures the root cause of known
errors is corrected to permanently
resolve the problem affecting multiple
devices or employees
Change Management
Documents proposed infrastructure
changes
Decreases unplanned outages
Routes for approval
Documents and plans for back out plans
Enables financial and operational analysis
for optimal change conditions
Links changes to the affected Configuration
Item
Enhanced change planning through
better understanding of affected
business units / employees
Mitigates risk associated with
complex changes
Establishes back up plans in case of
unforeseen problems
Quicker incident resolution time
through a better understanding of
historical changes
Release Management
Manages the Application Development
Lifecycle
Proactively manages the
development of all new releases and
features of internally developed
software
Software Development
Lifecycle (SDLC)
A component of Release Management,
SDLC helps manage the process of
software development. The module
supports both Waterfall and Agile
methodologies.
Ensures that software releases are
related back to problems and ERs –
to align what the business requires
with what is delivered by
development
Service Level Management
Establishes and monitors status of Service
Contracts and Service Level Agreements
between the IT organisation and supported
business units or third party service
providers
Prioritises resources to incidents
based on strategic business value
Tracks and manages all Configuration
Items deployed or held in reserve
Decreases resolution time through
Service Desk personnel visibility of
the affected asset
Configuration Management
(CMDB)
Tracks and manages current as well as
historical configuration of all IT assets
Tracks and manages the upstream and
downstream connectivity between all
assets deployed
Employee Self Service
Enables the supported employee to submit
and check on the status of incidents on-line
Ensures maximum level of customer
service
Decreases outages through
understanding of inter-asset
dependencies and connectivity
Significantly decreases the number of
calls to the service desk
Enables employees to search service
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Service Specification: ServiceNow Service
catalogs and submit requests for
standardised goods and services
Increases employee satisfaction
Captures and reuses resolutions to known
or common errors
Increases Level 1 incident resolution
rates
Enables supported employees to search
databases for known error problem
resolutions
Decreases calls to the service desk
through employee self-resolution
Asset Portfolio Management
Tracks and manages the financial data
associated with all infrastructure assets
owned, leased, rented or borrowed
Measures costs associated with all
assets for historical analysis and
improved decision making
Asset Contract Management
Tracks and manages all of the contracts
warranties, leases and software licenses
associated with an organisation or
Configuration Item
Maximises use of all associated
warranties and service contracts
Knowledge Management
Maximises utilisation of all
infrastructure assets
Mitigates exposure to financial
penalties associated with lease
contract or software license violations
Software Asset Management
Service Catalogue and
Service Request
Management
Helps you manage and audit software
licenses more effectively. Features include
entitlements, suite definitions, enterprise
licenses, subscription licenses,
upgrading/downgrading licenses, usagebased licenses, software counters,
responsive calculations, and software
discovery models for normalization.
Establishes standardised catalogues of
goods and services provided by the IT
organisation to the supported business
units and employees
Enables on-line browsing and request of
goods and services
Provides greater control over the
visibility of software assets, reducing
the risks and costs associated with
software audits.
Reduces support costs associated
with non-standard configuration items
Reduces request approval time
through an automated process
Controls costs through enforcing
purchase with approved vendors
Service Portfolio
Management
Define services, automate availability
measurement and expose IT value to the
business.
Provide executive dashboards that
reflect IT service fulfillment trends,
and automate service availability
tracking against commitments
IT Cost Management
Establish the cost of IT service delivery and
convey value in financial terms.
Provide a powerful financial
management dashboard to drive
accurate decisions based on both CIrelated and labor-related costs
captured and aggregated
IT Governance, Risk and
Compliance
Enables documentation, management &
measurement of policies, risks & controls
and their ongoing compliance
Ensures compliance with required
regulations and policies and removes
“fire drill” component from audits
Data Certification
This application lets you automate the
certification of data on an ongoing basis to
satisfy compliance requirements
This is typically a replacement of a
manual process – ensuring that data
is being captured/recorded correctly
Managed Documents
Facilitates check-in/checkout of
documents. Provides revision & approval
history and automated reviewer and
approver notifications
Adds a layer of document
control/management around
knowledge management – or any
document - within ServiceNow
Field Service Management
Measure and track field service activities
within the context of overall service
Orchestrate resources and inventory
logistics to ensure field-based service
delivery commitments are met with
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Service Specification: ServiceNow Service
management.
high accuracy and low cost
Business Applications
Applications for Sales Force Automation,
Facilities and HR Management available to
offer value to other parts of your business
and extend the value of the service
catalog.
Use the application platform you
already use to automate processes
outside of the IT department. Many
ServiceNow customers have
extended their service catalogues in
this way
Social IT - Chat
Communicate with the Service Desk
(including queuing capability), and
automatically embed that conversation
within the incident record. Associate chats
with incidents and create a chat from an
incident – or an incident from a chat.
Give the business another way to
communicate with the Service Desk –
and provide another method of
collecting internal IT expertise
Social IT – Live
Live provides “wall” functionality – where
users can view “feeds” from other users or
about specific business services. This
information forms a real-time searchable
knowledge source that can be used to
share information within the organisation.
Live includes search functionality, links,
images, hashtags, groups and follows.
Reduce support desk costs by
allowing business users to help each
other. Automatically post information
from any process. Facilitate
knowledge-sharing and build a
knowledge repository as you go
Content Management
System (CMS)
Powerful inbuilt CMS to allow you to
surface ServiceNow functionality with a
look and feel completely defined by you
End users don’t have a new interface
to learn – they just access all their
ServiceNow functionality through a
familiar, easy-to-use interface
Project and Portfolio
Management
Project tasks presented in technician work
queues makes it easy to focus on project
milestones
Provides complete control over
resources and ensures timely
execution of key deliverables within
projects and across project portfolios.
Gantt charts and reporting provide
complete visibility into project progress
Rollup and reporting of projects in portfolio
view
Native integration with Change,
Release and Service Level
Management drive project tracking
and tasking across all management
disciplines
*Runbook Automation
Orchestrate x-application complex
business processes to automate activities.
VMWare, Amazon EC2 and Powershell
process packs included to accelerate
creation of runbooks.
Save time, capture knowledge and
ensure process consistency across
all of IT. Automate repeatable
processes and deliver business value
a lot faster
*Discovery and Application
Dependency Mapping
Discover all networked CIs and
automatically define relationships
Native integration with CMDB to help
ease the process of defining services
Used to verify completion of change
activities. Includes a business service
mapping capability, designed to feed and
maintain the CMDB.
Foundation for financial and contract
IT asset management
Enables a current as well as historical view
of the IT infrastructure, its configuration,
availability and associated costs
Enables strategic operational and
financial planning based on real-time
and historical data
Reporting and Analytics
New applications included in the June 2011 release
*Note: Runbook Automation and Discovery and Application Dependency Mapping are separately licensed applications.
These applications are licensed by subscription for the number of servers within the infrastructure
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Service Specification: ServiceNow Service
ARCHITECTURE
The ServiceNow platform as a service is a Java based platform using a Tomcat Web server and running on Linux. The
common back-end database used by most of our customers is MySQL database although ServiceNow can support other
relational database management systems such as Oracle, Microsoft SQL Server and Sybase.
Figure 2 - ServiceNow applications are delivered through a single lightweight, Internet-based architecture
ServiceNow is a single-tenant architecture, meaning that every customer gets their own application and database set. All
customer data runs in separate databases and therefore is both physically and logically separated. At the instance level,
ServiceNow can support a multi-tenant deployment. Customers utilising ServiceNow as a managed service platform or to
support multiple business units can segregate customer data, business rules and user interface presentation. This
capability is enabled during the implementation based on customer requirements.
For additional information on ServiceNow system and its general architecture, please see ServiceNow Wiki.
APPLICATION AVAILABILITY
As a hosted solution, the customer simply logs on via any supported browser, customises and uses the applications.
Under this model, ServiceNow is fully responsible for the monitoring, maintenance and availability of the application,
including all upgrades.
For a full list of compatible browsers please see ServiceNow FAQ:
http://wiki.service-now.com/index.php?title=FAQ#Web_Browser_Support
Because all instances are hosted by ServiceNow, we have the advantage of being able to control a standardised and
optimised infrastructure which ensures optimal availability of the application.
Within their standard operating terms and conditions, ServiceNow guarantee a service availability of 99.8%.
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Figure 3
DATA BACK UP AND DISASTER RECOVERY
As a general business practice, all customer data is automatically backed up on a nightly basis to a second server.
Additionally, that data is then replicated to a third server at a second data centre for disaster recovery purposes. Data back
up and disaster recovery may be arranged at a customer data centre upon request. ServiceNow keep full backups for a
period of seven days supported by three full backups in one-week increments.
UPGRADES
ServiceNow has an excellent track record of successfully upgrading all customers approximately twice a year through
automated product releases. Upgrades include substantial functional enhancements that customers may opt to employ in
their system as they see fit to meet their business operations. The upgrades do not require the system to come off-line or
users to logout. The system may run slow for five to ten minutes but otherwise will not cause any disruption to the
customer’s operations. For example, ServiceNow’s “Berlin” Release, completed in Autumn 2012, upgraded several
thousand customer instances. The entire process was executed within less than two hours and preserved all customer
changes and customisations.
For additional information on ServiceNow’s upgrade process, completed or future upgrades please see ServiceNow Wiki.
Figure 4 - Upon request, large enterprise customers may receive multiple instances for development, test,
UAT and production
Customers often deploy multiple instances to support their development, test and QA process.
 A sandbox instance is an instance that may be customised but, like ServiceNow Demo instance, will be
upgraded every night to the daily build. This instance will have the latest functionality for testing purposes
 Development, test and UAT environments are all available to manage the deployment of customisations you
wish to make to the system. Changes may be captured and applied via update sets, and can be rolled back if
deemed necessary. View the Wiki for additional details.
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Service Specification: ServiceNow Service
CUSTOMISATION
ServiceNow is designed to be easily customised. Although most customers use much of ServiceNow’s ITIL-based
functionality “out of the box”, every organisation has a need to customise the applications to align with their specific
organisation, business objectives and environment.
Generally speaking, customers will customise ServiceNow to accommodate:
 Overall look and feel - branding of the applications to align with corporate branding standards
 Custom forms – addition, deletion and movement of or re-labelling of fields
 Field level automation – mandatory, read only, views based on roles, dependency, etc
 Workflow automation – categorisation, assignments and escalations based on pre-defined states
 Alerts and notifications – automated email, SMS or other notifications based on pre-determined states
 Security access – role based access and rights within the system itself
 Views – specific role based views of the applications, forms and its data
 Integration – integration to third party applications and data sources.
ServiceNow is very easily customised by system administrators. ServiceNow’s unique upgrade process allows for
upgrades to be applied without negatively affecting any customisation, thus ensuring the long-term stabilisation of any
changes made.
The view of ServiceNow is that these types of applications will absolutely need to be customised and that 80% of all
customisations should be anticipated by the vendor and thus, drop-dead easy to achieve.
INTEGRATION
As with customisation above, ServiceNow is designed to be integrated to virtually any third party application or data
source. A variety of techniques are used to achieve third party integration, most notably Web Services, JDBC, JMS and
email. This is an industry standard technology that also uses SOAP and WSDL. All of ServiceNow tables are exposed as
a web-services document.
Standard integrations for ServiceNow include:
 Monitoring:
 HP OpenView
 CA UniCenter
 Tivoli TEC
 Spectrum
 Silverback
 Discovery:
 Microsoft SMS
 Altiris
 IBM CCMDB
 LanDesk
 Centennial
 Communication:
 LDAP / Active Directory
 Email
 SMS Systems
 CTI
 ERP:
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Service Specification: ServiceNow Service
 Oracle Financials
 PeopleSoft
 SAP.
ServiceNow offers more than one hundred released and supporting integrations. For additional information on
ServiceNow’s external integration capabilities and techniques, please see the ServiceNow integration pages on the
ServiceNow wiki http://wiki.service-now.com/index.php?title=Integration_portal
SCALABILITY
With a clustered application and database server architecture, ServiceNow implementations are highly scalable.
ServiceNow continually tests the scalability of the technology using internal testing tools and have experienced subsecond response times across a vast majority of transactions.
Based on testing and real-world experience, ServiceNow platform as a service can scale to handle loads of 100,000 users
or more.
One of ServiceNow’s largest customers routinely runs up to 8,000 concurrent users with a daily peak averaging 12,000
unique users, manages 1M CIs in the CMDB, and manages more than 150,000 incidents per month.
Technologies Used to Achieve Scalability - Clustered Application Servers
The application server tier can be clustered behind a load balancer permitting maximum flexibility in hardware and
software resource deployment. Standard load balancing technology enables ServiceNow to add multiple machines to the
application server farm. Modern load balancers (such as the Cisco Catalyst 6500 series) can interconnect several
thousand servers and traffic rates of several 100 thousand transactions per second. The ServiceNow J2EE clustering is a
“shared database only” environment meaning that there is no interaction between cluster nodes and hence, no
management issues when nodes are added or removed.
SIGNIFICANT CONCURRENCY IN MULTI-THREADED ENVIRONMENT
The system has been designed for a minimal number of synchronisation points to take advantage of multi-processor,
multi-core environments. ServiceNow has benchmarked with 1,000 concurrent users (users that have performed a
transaction within the past 30 minutes) on a single computer with dual XEON processors.
NETWORK BANDWIDTH
Bandwidth requirements are kept to a minimum using two techniques; first, all interactions between the client and server
are gzip compressed yielding about an 85% compression ratio, limiting most page transmissions to less than 10,000
bytes. Second, all static content (images, JavaScript, CSS) are cached on the browser for weeks at a time to minimise
bandwidth requirements.
DATABASE SCALABILITY
ServiceNow has tested our database scalability using very large datasets (millions of rows) and large transaction volumes
(over a million database updates a day).
ServiceNow systems can be deployed using an Oracle 10g RAC database, whose scalability and reliability have been
documented by many real-world scenarios.
ServiceNow systems can be deployed using an IBM DB2 database, which can also achieve maximum scalability and
reliability in a clustered environment.
SECURITY
ServiceNow data centres are SAS 70 Type II certified / SSAE16/SOC1 Type II providing multiple layers of security and
redundancy.
We deliver confidence in six key areas:
 Physical Security - ServiceNow offers the widest range of redundant physical security features available
including fire alert and gaseous fire suppression, video camera surveillance, secured and escorted access with
on-premise law enforcement, and ‘always-on’ power systems
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 Communications Security - ServiceNow comprehensive defense and response systems include firewall
protection, VPN tunneling, multiple layers of encryption (SSL/TLS), and LDAP security. ServiceNow provide
secure integrations to prominent 3rd party systems and data sources
 Data Security - ServiceNow preserves customer data through redundant systems including scheduled backups
to a second server and a geographically separated disaster recovery facility, password protection, and system
monitoring. Formal Disaster Recovery and Business Continuity plans are defined and tested
 Application Security - ServiceNow delivers acute application security functions focused on user
authentication, access control and auditing. ServiceNow is governed by encrypted password protection, rolebased security and contextual security. Each interaction is logged for auditing purposes
 Single-Tenant Instances - ServiceNow provides customers with their own set of applications and databases.
Customer databases are private and not intermixed with any other organisation’s data. This is a key tenet of
our architecture that not only provides security, but also enhances manageability and reliability
 Audit & Compliance - ServiceNow deploys governance strategies designed to ensure customer privacy, meet
auditing standards including SAS-70 Type II, and help support regulation initiatives.
Specific Security Highlights
 Encryption – all communications are done using 256 bit SSL
 Network security – Data comes through Cisco Guard DDos mitigation appliance, through an optional PIX (see
deployment options) and then into ServiceNow’s filtering web server
 Network redundancy – ServiceNow data center has five gigabit connection to AT&T, 4GB to Level3, AboveNet,
and Savvis. Further redundancy is provided with 3GB to Global Crossing and UUNET and a 1GB connection to
Time Warner
 Not a multi-tenant implementation – the customer’s database is private and not intermixed with any other
organisation’s data. This is a key tenet of our architecture that not only provides security, but also enhances
manageability and reliability
 Multiple deployment models – choose between the Internet or an IPSEC tunnel with your Intranet creating a
VPN (no Internet access).
MANAGED SERVICE PROVIDER SUPPORT
Organisations wishing to use ServiceNow in support of the services that they deliver to public sector are able to configure
the ServiceNow system to support a one-to-many model of IT Service Delivery and Support. That means that one service
provider could use one instance of ServiceNow to support all of the business it delivers across government. To support
this model, the plug-ins and configuration changes to the service would need to be made by that service provider or by
Fujitsu. ServiceNow is in itself a single-tenant architecture and all customer data is thus logically and physically
segregated. As an individual implementation, the architecture of the product will support a multi-tenant architecture desired
by Managed Service Providers.
In an MSP deployment, ServiceNow has the proven ability to allow for segregated views of the data and also unique
workflow by domain (customer) when desired for activities such as; assignments, approval rules, escalation and
notification rules, etc.
Typical in an MSP deployment as well, is the requirement to integrate to other help desk solutions to move tickets between
the MSP provider, their supported customer and other service providers. This is easily supported via integration to those
systems for bi-directional updates and has been accomplished with BMC and HP (Peregrine) products in the past.
MULTI LANGUAGES AND LOCALISATION
ServiceNow serves international organisations, spread around the world. For this purpose, the application is truly
internationalised and available in several languages to reach a closer communication between your teams.
Multi-language
ServiceNow is the enterprise-wide service delivery platform for many of the largest Global 2000 companies. ServiceNow
currently supports English, BrazilianPortugese, Dutch, Estonian, French, German, Hungarian, Italian, Japanese, Korean,
Polish, Portuguese, Quebecois, Russian, Simplified Chinese, Spanish, Thai and Traditional Chinese.languages. Additional
languages can be added upon request in a very short time frame.
As for international characters, ServiceNow runs internally in UTF-8, which supports multiple characters such as Chinese,
Japanese, Korean, Russian etc.
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Localisation
ServiceNow allows you to specify your locale so dates/times, currencies, etc. get displayed properly for your organisation.
By default, ServiceNow uses US standard formatting (e.g., our current default is the US Dollar sign $ displayed with two
decimal places: $100.00). By customising your locale, you can make things such as currency appear as you expect. For
example, in UK, one might wish to see £10,000 € instead of $100.00.
ON-BOARDING AND OFF-BOARDING SERVICES
Fujitsu will provide each customer with a specific point of contact for the following types of enquiry;
•
Where further information is required about additional or related services (including by additional users of the
existing service)
•
Related to change requests to the existing service
•
Related to incident management, escalations or complaints
•
Related to billing enquiriesOn-boarding and off-boarding services are provided through the Fujitsu ServiceNow
professional services.
ServiceNow has a significant amount of pre-configuration available ‘out-of-the-box’. Fujitsu’s SaaS practice has helped
many customers get started with ServiceNow and can advise each prospective customer based on that customer’s
specific requirements. Various data import and manipulation methods are available to load data into and out of the
ServiceNow application both by manual load or export and by integration or use of an API and Web Service. For
reference and for the up to date list of formats supported as standard with ServiceNow web services, please refer to the
Wiki http://wiki.servicenow.com/index.php?title=Web_Services - Web_Service_Data_Format_Types.
For more general information see the data management section of the ServiceNow wiki http://wiki.servicenow.com/index.php?title=Managing_Data
When a ServiceNow subscription contract comes to an end, ServiceNow and Fujitsu will work with the departing customer
to furnish it with a copy of its data in a mutually agreed standard electronic format and typically these are in .CSV,.XLS
formats or other formats referred to in the ServiceNow Wiki. Fujitsu can provide advice and guidance if the customer has
very specific requirements. For example, if it is migrating to another service management platform or has specific
requirements about the formatting of the data beyond the formats mentioned above or in the Wiki.
DATA EXTRACTION/REMOVAL
ServiceNow is merely the custodian of customer data and customers can access their data at any time without recourse to
ServiceNow or Fujitsu. For example any list of records can be exported to CSV, XLS or PDF by right-clicking within the
list. Moreover, customers can connect to the database via ODBC to extract their own data for reporting or audit purposes
and for more information on this, please see the Wiki at http://wiki.service-now.com/index.php?title=ODBC_Driver
When customers finally leave ServiceNow, they can take with them any data that is their intellectual property as defined in
the master licence agreement. This could be (but isn’t limited to) reference data like Knowledge Articles or historical data
in the form of incident records. More information on data extraction can be found on the ServiceNow wiki at
http://wiki.service-now.com/index.php?title=Exporting_Data
Currently there is no charge for exporting this in any of the formats covered here, above or in the Wiki but customers
should check with their Fujitsu representative for current policy.
ServiceNow retains no customer data beyond 45 days after the contract expires. Following the 45 days, any and all
customer data is purged and destroyed using industry standard tools and techniques appropriate to the Impact Level of
the data being held.
DATA PROCESSING AND STORAGE LOCATIONS
Customers can choose to have their instances hosted in specific geographies (as long as ServiceNow has a datacentre in
that geography). For UK customers, typically the primary datacentre location is in the UK with back-up and failover to an
EU location. Please contact Fujitsu for exact details on current hosting arrangements.
NETWORKS TO WHICH THE SERVICE IS CONNECTED
The ServiceNow infrastructure can be accessed, via the Internet and via Virtual Private Networks as required. Client
machines are required to have web browser and internet connection to use the service. For a full list of compatible
browsers please see ServiceNow FAQ http://wiki.service-now.com/index.php?title=FAQ#Web_Browser_Support.
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Service Specification: ServiceNow Service
FREE TRIAL
ServiceNow provides a free trial. Customers can login to a demonstration instance of ServiceNow at the following URL
https://demo.service-now.com/
PRICING
Pricing is charged across 4 product areas as per the table below. There is a minimum annual total contract commitment of
£28,800 which can be made up from across any of the product areas.
IT Service Automation
Application Suite
Product Definition
Pricing per month
based on 3 year
contract

Incident

Problem

Change

CMDB

Release

Asset

Project

SDLC

ITGRC

Catalogue and
Request

IT Cost
£62 per Process User
Platform Suite
Discovery
Orchestration
Create custom
applications to
support processes
outside managed by
ServiceNow Suite
Applications
Finds computers and
other devices
connected to an
enterprise network
Automate Multisystem tasks on
remote servers
£15.44 per user
£0.78 per device
£5.56 per server
(defined by IP
address)
(physical or virtual
server)
£0.82 per device
£5.84 per server
(defined by IP
address)
(physical or virtual
server)
£0.86 per device
£6.12 per server
(defined by IP
address)
(physical or virtual
server)
15:1 End Users Free
£1.55 per End User
thereafter
Pricing per month
based on 2 year
contract
£65.10 per Process
User
£16.21 per user
15:1 End Users Free
£1.63 per End User
thereafter
Pricing per month
based on 1 year
contract
£68.20 per Process
User
£16.99 per user
15:1 End Users Free
£1.70 per End User
thereafter
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Service Specification: ServiceNow Service
For requirements of over 50 users pricing discounts are available on request.
SERVICE EXCLUSIONS
This service does not include a first line service desk function. Customers will need to provide their own IT service desk to
manage all first line calls from users.
Fujitsu will provide customers with details of 2nd line support provision and who to contact in an onboarding pack. This will
be provided following placement of an order.
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