TES Implement Market Leading ITSSM Platform ServiceNow

TES are committed to providing the best service for our customers. To strengthen this commitment we are delighted to announce we will be implementing ServiceNow.

 ServiceNow is a recognised industry leading ITSM software tool. Named a recognised industry leader in the Gartner Magic Quadrant for three years running, this innovative product is strongly aligned to information security, being both Sarbanes-Oxley compliant and ISO 27001 certified. TES see this is a highly respected and exciting addition to our business.

You can read more about this  here.

ServiceNow has a number of benefits for both TES internally and for our customers.

Notably the convenient and easy to use portal will allow our customers improved visibility of open support, service and change request cases, so you have an up-to-the-minute view of progress across your services.

The portal also allows access to our knowledge base, enabling our customers to find solutions to common issues or questions.

Access to ServiceNow is also available via a mobile app for effortless, streamlined connectivity to ensure you are up-to-date, wherever you are. The functionality of the mobile app mirrors those afforded via the portal.

Approval Automation allows for rules driven approval processes to review, approve, reject changes and requests via the portal or Mobile App, keeping a full audit trail per case.

Email to case functionality enables the full tracking of communications throughout the life of a case. Coupled with configurable automated notifications on a case update/change of case state, communications automation ensures you are kept informed of progress at all times.

With an extensive suite of pre-defined service reporting ServiceNow offers access to both scheduled, and on demand reporting. ServiceNow will empower our customers with a comprehensive clear and transparent view of all work existing on your system.

We are delighted to announce this exciting addition to our business and will be introducing ServiceNow across our customer base.


Microsoft Cloud – Accelerating your GDPR Compliance

The EU General Data Protection Regulation (GDPR) is the most important change in data privacy regulation in 20 years. Here at TES we are doing everything we can to ensure our customers are prepared. Here are some things to consider and questions to ask, raised following a Webinar depicting the steps Microsoft are taking in achieving GDPR compliance, for their cloud based services Office365 and Azure.

If you host your IT infrastructure on premise, then it is apparent that you will be carrying a greater burden in conforming to the requirements of GDPR, and this might contribute to a business case in considering migration to the cloud in future.
Also, if you use alternative hosting services such as AWS or Rackspace then we would encourage you to raise some of the questions with them regarding your digital security and compliance.

Your NAV system, as part of your wider IT infrastructure, will of course also be subject to GDPR regulation. As your NAV supplier we can state the following in this regard:
· As a matter of policy TES never hold local backups or copies of your NAV data on our systems.
· The methods by which we access your system to provide support services are managed under our ISO accredited ISMS policy.
· We can advise on ways that your NAV database, that might currently be held on premise, can be migrated to the cloud as to benefit from the implicit compliance features that Microsoft offers.
We do anticipate that, as the practical operational implications of GDPR compliance become apparent, there may be ways that we can enhance the way NAV holds and handles your customer data.
For example:
· More rigorous auditing and security features added to how NAV users interact with the customer data it holds.
· Develop NAV web services which support the requirement for the double opt-in that you must ask customers to go through before marketing to them. These web services could interact directly with your customers via your web-site or indirectly via an interface with your Email Service Provider.

If you would like to visit the slide deck from the Webinar you can view them here.

We will be proactively engaging with our user community on all of the issues outlined above, but do also invite any specific questions or queries you may have