Tietoevry Servicehub Cim

Tietoevry ServiceHub 

Tietoevry ServiceHub is support portal, which is provided by Tietoevry for its customers’ end users for support tickets, for ordering new services and for requesting changes to the existing services provided by Tietoevry. 

 

Purpose of processing, Personal data categories and collection of personal data, Data retention 

The main purpose of ServiceHub is to manage support tickets from the customers. Personal data in ServiceHub is related to support tickets, which contain name and contact details (e.g. email, phone number, company name and address) related to customers' super /key users and content in support ticket. Personal data processing is related to managing the support tickets. 

Data retention: support tickets are stored into ServiceHub as long as they the ticket is active until resolution and closure, after which they are archived according to archiving policy. Customer may request the ticket data to be deleted at the time of closure of the service agreement. 

 

Handling sensitive personal data in ServiceHub 

This support portal is designed for IT support purposes only. Customer’s end users should never enter any sensitive personal data as part of a support ticket or support ticket attachments. With sensitive personal data we mean data revealing e.g., social security numbers, credit card information, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade-union membership, genetic data, biometric data processed solely to identify a human being, health-related data or data concerning a person’s sexual orientation or any other data that is otherwise considered sensitive. 

If there is a reason to exchange such information with Tietoevry, please consult with your Tietoevry contact and agree on safer method to exchange such data - like using Confidential Information functionality or our Secure Mail solution. 

 

Automated decision-making  

Automated decision making is not in use with Servicehub solution. 

 

Data sharing and transferring 

Related to Servicehub solution there are following sub-processors used; Servicenow including its affiliates, The Cloud People and Tietoevry affiliates from EU/EEA. Below is listed details of these sub-processors, including the information on the countries and purpose of their processing. 

 

ServiceNow 

Tietoevry has contracted ServiceNow for the provision of ServiceHub platform for its customer support services. Service Hub is based on ServiceNow Customer Service Management (CSM) module. Tietoevry has concluded data processing agreements with ServiceNow that define processing restrictions in place in alignment with data processing agreements that Tietoevry has concluded with our customers. 

Tietoevry uses ServiceNow SPP EU (ServiceNow Protected Platform European Union) and Customer personal data is stored in ServiceNow’s datacenters located within EU. ServiceNow support resources may have access to personal data when solving ServiceNow platform related incidents or problems. Customer personal data will not be processed or transferred outside of the European Union, except for the exceptions mentioned in Processing Specification. 

ServiceNow sub-processors and geographic locations of data access are described in the table below. Sub-processors outside EU are used only in case of exceptions mentioned in Processing Specification. 

ServiceNow sub-processor	Countries
ServiceNow Nederland B.V.	Netherlands
ServiceNow, Inc	USA
ServiceNow Australia Pty Ltd	Australia
ServiceNow Software Development India Private Limited	India
ServiceNow UK Ltd.	United Kingdom
ServiceNow Ireland Limited	Ireland
ServiceNow Japan K.K	Japan
ServiceNow Poland sp.z.o.o	Poland
ServiceNow Spain SL	Spain
ServiceNow Sweden AB	Sweden
Service-Now.com GmbH	Germany
ServiceNow GmbH	Austria
ServiceNow Belgium BV	Belgium
ServiceNow Denmark ApS	Denmark
ServiceNow Finland Oy	Finland
ServiceNow France SAS	France
ServiceNow Italy S.r.l	Italy
ServiceNow Norway AS	Norway
ServiceNow Switzerland GmbH	Switzerland
Service Now A.B Israel 2012 Ltd.	Israel
ServiceNow Canada Inc.	Canada

 

The Cloud People (TCP) 

The Cloud People (TCP) is a trusted partner of Tietoevry which helps in designing, implementing, and supporting the use of the ServiceHub support portal which is based on ServiceNow Customer Service Management (CSM) module. TCP provides consultancy and support services to help Tietoevry identify requirements, develop, configure and test implementations, and optimize the platform's use to meet our objectives. While TCP offers strategic guidance and best practices, decision-making and implementation responsibilities remain with Tietoevry. 

Tietoevry has concluded Vendor Data Processing Agreement (VDPA) with TCP which defines processing restrictions in place in alignment with Data Processing Agreements that Tietoevry has concluded with its customers. 

TCP resources may have access to personal data when solving ServiceHub platform related incidents or problems. Customer personal data will not be processed or transferred outside of the European Union by TCP. 

The following services might include access to Tietoevry ServiceNow and Personal data: 
- Consultancy services during implementation project 
- Ongoing Application Management Services (AMS)  

 

Tietoevry affiliates 

The Services include only the following Tietoevry affiliates and geographic locations: 

Finland Tietoevry Finland Oy 

Sweden Tietoevry Sweden AB, Tietoevry AB, Tietoevry AB 

Norway Tietoevry Norway AS 

Czech Republic Tietoevry Czechia s.r.o 

Denmark Tietoevry Denmark A/S  

Latvia Tietoevry Latvia SIA  

Germany Tieto Germany GmbH  

Poland Tieto Poland Sp. z o.o. 

Only countries in the European Economic Area. There is no cross-border data transfer outside of EEA affiliates of Tietoevry. 

For more information about Tietoevry affiliates and their contact information, please see the complete list of Tietoevry affiliates here: https://www.tietoevry.com/en/contact-tietoevry/ 
 

 

Updates to sub-processors or geographic locations 

Tietoevry may update or change the sub-processors or countries within respective agreed geographic locations. Tietoevry will inform in advance on any intended changes concerning the addition or replacement of sub-processors or country by updating this page. 

All notifications related to any changes on this page will be published on  Service Hub Portal. 

If the customer does not accept an intended change, the customer must contact Tietoevry contact person without delay, but within 30-day period from when the update has been published. 

Tietoevry reserves the right to update this page from time to time. Any further information can be obtained by contacting your Tietoevry contact person.