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ServiceNow managed services and support

Keep the platform healthy, current and improving without building a large internal team. Tiered support packages, 24x7 monitoring, release management and staff augmentation from certified consultants.

Talk to an expertWhat we deliver

A ServiceNow platform needs looking after: two releases a year, patches, integrations that change on the other side, and a backlog that never stops growing. Our managed services team runs this for customers across the UK, US and India, with SLAs and a named lead who knows your instance.

We also provide staff augmentation when you need a certified architect, developer or ITOM specialist inside your own team for a period.

Modules and capabilities

L2 and L3 support24x7 monitoringRelease and upgrade managementPatchingIntegration supportContinuous improvement backlogHealth scansStaff augmentation
Delivered by certified consultants, under ISO 27001 and ISO 9001, from the UK, US and India.
What we deliver

Managed services: what we do for you

Tiered support packagesBronze to platinum: response SLAs, hours of development, release management and reporting matched to the size of your platform.
Upgrades and releasesTwice-yearly upgrades planned, tested with ATF and delivered with release notes your teams can act on.
MonitoringInstance health, integrations, scheduled jobs and MID Servers watched around the clock, with incidents raised before users notice.
Continuous improvementA quarterly backlog review with your service owners, delivered in sprints from the support hours.
Staff augmentationCertified ServiceNow consultants, developers and architects embedded in your team, onshore or offshore.
Health scansPeriodic platform health scans covering customisation, performance, security and upgrade readiness.
How it runs

Our approach

OnboardKnowledge transfer, access, runbooks and a named lead within the first month.
StabiliseOpen issues resolved, monitoring in place, integrations documented.
ImproveQuarterly backlog and twice-yearly upgrades delivered on schedule.
ReportMonthly SLA, usage and value reporting to the service owner.
Outcomes

What changes

  • A platform that stays current, two releases a year
  • Issues resolved under SLA by people who know your instance
  • A continuous improvement backlog that actually gets delivered
FAQ

Questions we get asked

Can managed services start mid-way through another partner's engagement?

Yes. We run a structured transition with knowledge transfer, documentation of the current state and a stabilisation period before the full SLA applies.

Do you offer 24x7 support?

Yes, with monitoring and P1 response around the clock from our UK and India teams. Standard development and improvement work runs in business hours in your time zone.

Insights

Related reading

Blog · Platform

Two ServiceNow upgrades a year without pain

The upgrade process we run for managed services customers, from Zurich to Australia to Brazil, so a release lands in weeks rather than a quarter.

Read the article Blog · Platform

Choosing a ServiceNow partner: ten questions to ask before you sign

What separates a partner who will leave you with a healthy platform from one who will leave you with a backlog. Questions we would want a customer to ask us.

Read the article Blog · Platform

Client scripts and GlideAjax in ServiceNow

The types of client script in ServiceNow, how to get server data from the browser with getReference and GlideAjax, and when to use each.

Read the article
Also

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Talk to an expert

Talk to us about managed services

Tell us where you are and what you want to change. We'll get back to you soon.

Email info@intelibliss.comPhone +44 800 975 0157

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