Tieto ServiceHub (CIM)

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

This documentation is aimed ensure transparency towards Tieto ServiceHub end-users. In this service Tieto’s Customer is acting as Data Controller and Tieto is acting as Data Processor. This approach is covered with Data Processing Agreement (DPA) between Tieto’s customer and Tieto. With this documentation Tieto is not taking on any Data Controller responsibilities, which belong to Tieto’s customer as Data Controller. For example, data subject rights (e.g. rights of access, rectification, erasure and restriction) and service specific Privacy notice details .

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 the ticket is active until resolution and closure, after which they are archived according to archiving policy.

Please note that due to specific legal reasons we may not able to fulfil your request, and this will be communicated with you (if applicable). Please contact your service manager in Tieto to discuss need for erasure of the data.

 

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, 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 Tieto, please consult with your Tieto contact and agree on safer method to exchange such data - like using Confidential Information functionality or our ss. 

 

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 Tieto (and former Tietoevry) affiliates from EU/EEA. Below there are listed details of these sub-processors, including the information on the countries and purpose of their processing. 

 

ServiceNow 

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

Tieto uses ServiceNow SPP EU (ServiceNow Protected Platform European Union) and Customer personal data is stored in ServiceNow 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 EU, 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 Tieto 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 Tieto 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 Tieto. 

Tieto has concluded Vendor Data Processing Agreement (VDPA) with TCP which defines processing restrictions in place in alignment with Data Processing Agreements (DPA) that Tieto 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 EU by TCP. 

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

Subprocessor: TCP Finland Oy

Tieto affiliates

The Services include the following Tieto and former Tietoevry affiliates and geographic location based on selected support.

NEARSHORE – only countries in European Economic Area (includes European Union and European Free Trade Association). There are no cross-border data transfers outside of EEA affiliates of Tieto. The near-shore affiliates include the following as examples:

Finland: Tietoevry Finland Oy 

Sweden: Tietoevry Sweden AB and Tietoevry AB

Norway: Tietoevry Norway AS 

Czechia: Tietoevry Czechia s.r.o 

Denmark: Tietoevry Denmark A/S  

Latvia: Tietoevry Latvia SIA  

Germany: Tieto Germany GmbH  

Poland: Tieto Support Services Sp. z o..

Lithuania: Tieto Lietuva, UAB

Slovakia: Tietoevry Slovakia s.r.o.
 

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

Updates to sub-processors or geographic locations 

Tieto may update or change the sub-processors or countries within respective agreed geographic locations. Tieto 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 Tieto contact person without delay, but within 30-day period from when the update has been published. 

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