If you’re leading a ServiceNow team, chances are you’ve hit a wall with staffing. Maybe you’re scaling fast. Maybe you’re stuck in backlog mode. Or maybe you’re just tired of burning out your core team. That’s where ServiceNow staffing partners come in.
But not all models deliver the same value. At InSource, we offer two clear ways to get ServiceNow talent when you need it: Support Services and Staff Augmentation. Here’s how they work, when to use them, and how to make the most of each.
What is ServiceNow Staffing?
ServiceNow staffing connects your team with qualified ServiceNow professionals who can step in fast and start delivering. It’s not just about filling seats. It’s about adding the right people with the right skills, right when you need them.
You stay in control of outcomes, speed up delivery, and avoid overloading internal teams.
Two Engagement Models for ServiceNow Staffing
InSource gives you two ways to staff up:
1. Support Services (SS)
Think of this as on-demand help. You get access to a flexible pool of certified InSource experts. We handle resource assignments, SLAs, time tracking, and delivery. You just submit requests and get work done.
Best for:
- Unpredictable or fluctuating workloads
- Small teams that need burst capacity
- Projects that need various skill sets at different times
How it works:
- You submit work through the InSource portal
- We assign the right expert
- We manage timelines and SLAs
- You only pay for hours worked
You stay focused on outcomes. We manage the execution.
2. Staff Augmentation (SA)
This is a more traditional ServiceNow staffing model. We assign dedicated InSource resources to your team. You manage them directly, set priorities, and run projects your way.
Best for:
- Consistent, ongoing work
- Teams with strong internal PM or dev leadership
- Long-term initiatives
How it works:
- You get guaranteed capacity
- You enter and manage work directly in your system
- You handle SLAs, workflows, and priorities
You keep control. We keep the seats filled.
Comparing the Models
| Category | Support Services (SS) | Staff Augmentation (SA) |
| Resources | Shared expert pool | Dedicated resource(s) |
| Work Tracking | InSource portal with SLA tracking | Managed in your environment |
| Billing | Per hour on completed requests | Per capacity, regardless of usage |
| Resource Management | InSource-managed | Customer-managed |
| SLAs | InSource-owned | Managed by your team |
| Best Fit | Variable workloads | Predictable workloads |
| Estimation | Pre-approved case estimates | Your internal estimation process |
When to Choose Each ServiceNow Staffing Model
Use Support Services when:
- Workloads change week to week
- You want minimal management overhead
- You need fast access to different skill sets
Use Staff Augmentation when:
- You have steady streams of work
- You prefer to manage work directly
- You want consistent team members long-term
Still unsure? Many clients start with Support Services, then switch to Staff Augmentation as needs stabilize.
How InSource Delivers ServiceNow Staffing
We don’t just place people. We stay involved. Our resource managers, onboarding playbooks, and regular check-ins help projects stay on track.
Some ways we add value:
- Certified experts across ServiceNow modules
- Fast onboarding and ramp-up
- Flexibility to switch models as your needs change
- U.S.-based resources available
- Transparent tracking and reporting
Results You Can Expect from ServiceNow Staffing
Our clients report:
- 25 to 40 percent faster delivery timelines
- Less reliance on costly contract firms
- Better team morale due to reduced overload
- More time for internal teams to focus on strategic work
We’ve staffed ServiceNow teams at every stage, from early rollouts to global enterprise deployments. No two clients are the same. That’s why we built two models.
Final Thoughts
If your ServiceNow team is stretched thin or needs to move faster, staffing help can make all the difference. Just make sure you’re choosing a model that fits how you work.
Want to talk through your options?
Let’s find the right ServiceNow staffing fit: Explore ServiceNow Staffing with InSource