ServiceNow use at the ONS

FOI reference: FOI-2025-3286

You asked

I am writing to request information under the Freedom of Information Act regarding your organisation's use of ServiceNow. Specifically, I would appreciate responses to the following questions:

1. How much do you spend on ServiceNow licences per annum?

2. How many years have you been a ServiceNow customer?

3. How many people are in your ServiceNow team?

4. What is your average time to upgrade ServiceNow?

5. Which ServiceNow modules are you currently running?

6. What percentage of your upgrades do you test automatically?

7. Which third parties do you use for ServiceNow support?

8. What is your annual spend on third-party ServiceNow support?

9. What are your top three ServiceNow projects planned for the next 12 months?

10. Do you have business automation targets? If so, what are they?

11. Do you have any plans to implement ServiceNow's Now Assist?

12. How much do you spend on third parties overall?

We said

Thank you for your request.

In answer to your questions:

1. £850k

2. 13 years

3. 4 admins

4. Dependent upon planning / testing scheduled. As an average implementation is one and half months

5. Discovery / Workflow Data Fabric Standard

6. We do not use Automated Test Framework currently

7. We have an in-house capability

8. £0

9. More integrations with other tools for automations

10. Yes, automation of manual tasks that engineers currently undertake

11. Not currently

12. N/A