Once the ServiceNow implementation is complete and in production for a client, organizations need assistance with daily support and maintenance activities. Clients struggle in this area because they do not have the resource depth in ServiceNow nor the bandwidth to support this system.
As part of the ServiceNow platform support strategy for our clients, InSource provides an Advisory & Managed Service offering. This extends to all areas of ServiceNow: ITSM, ITOM, ITBM, CSM, HR, and SecOps. This support includes enhancing existing application features/functions as well as assisting in the break-fix aspects of the solutions in the ServiceNow Platform.
As a ServiceNow Gold Partner, InSource has the technical depth to support our clients for daily administration across the platform. We have implemented all modules within ServiceNow and our Technical Consultants are certified for each application. Therefore, when you leverage our Managed Services offering, you will have a trained and certified Technical Consultant to assist you. This offering by InSource allows our customers to focus on strategic initiatives as opposed to daily tactical tasks.
InSource’s Managed Services and Deliverables
Support Services
We provide Incident/Problem resolution and management support for issues experienced on the ServiceNow platform.
Examples of Support Services Available:
Incident/Problem Resolution
Level 2 / Level 3 support for ServiceNow Incident resolution
Level 2 / Level 3 support for ServiceNow Problem resolution and
Root Cause Analysis (RCA)
Incident/Problem Management
Interface with ServiceNow support Incident/Problem resolution/reporting
Management of open issues in the ServiceNow HI system
Enhancement Services
We provide technical configuration support for customer or third-party led implementation projects to deploy additional ServiceNow application and platform functionality.
Examples of Enhancement Services Available:
Users, Groups, & Role Administration
- Create/modify users
- Create/modify groups
- Create/modify roles
- User roles audit reporting
IT Service Management
- Personalize forms
- Personalize lists
- Workflows
- Create/modify filters
Service Catalog
- Create/modify catalog item(s)
- Create/modify approval workflows
Create/modify order guides/bundles
Knowledge Management
Add Knowledge articles to The Knowledge Base
Import Knowledge Articles
Importing/Exporting Data
Create/modify data imports and transform maps
Import data from standard electronic file formats
Events & Notifications
Create/modify email notifications
Business Rules
Develop/evaluate/update business rules
Workflows
Develop/evaluate/update workflows
Scripting (JavaScript)
Client and server scripting
Service Level Agreements (SLA)
Client and server scripting
Update workflows to incorporate SLA management
Email Actions
Create inbound email actions
Create outbound email actions
Reports & Homepages
- Create/modify reports
- Create/modify gauges
Create/modify homepages
User Interface
- Create/modify Employee Self Service Portal
- Create/modify CSS and HTML
- Create localization
- Create/modify user interface for ServiceNow platform
Social
Activate/structure LiveFeed
Activate/structure Chat
Proactive Maintenance Services
We provide configuration of the ServiceNow applications and platform features to meet customer defined requirements.
Examples of Proactive Maintenance Services Available:
Review and analyze of ServiceNow Instance Performance
- Review ServiceNow logs
- Review ServiceNow transaction queues
Running performance tests
ServiceNow Platform Incident/Problem Resolution
- Participation in resolution of ServiceNow instance issues
- Submission of Incidents to the ServiceNow HI system
Participation in Incident/Problem communication and tracking with ServiceNow
Deliverables
The following deliverables are provided for all Managed Services:
Deliverables
Frequency
Description
Service Report
Monthly
Provides details on all requests made for the service and includes both open and closed requests, incidents, and problems for the previous month.
Health Report
Monthly
Provides details on the health of customer’s ServiceNow instance and all issues opened with ServiceNow.
Hours Balance Report
Monthly
A monthly statement of hours used and hours remaining.