Ongoing ServiceNow administration, L1–L3 platform support, release upgrades and enhancement delivery — from a team in India and the USA that keeps your instance healthy between projects.
Most ServiceNow instances are implemented well and then left to drift. Customisations accumulate without documentation, the CMDB decays, a family release slips because nobody has time to regression-test it, and the one administrator who understands the integrations becomes a single point of failure.
Our ServiceNow support service takes that on under an SLA. Named administrators and developers who know your instance, a proper change process for enhancements, upgrades planned and tested rather than deferred, and a monthly review where we tell you what state the platform is really in.
Your partner has finished the rollout and you need the platform run properly from here.
One or two administrators carrying the whole platform, with upgrades constantly deferred.
An incumbent support arrangement that is not working, and a need to transition cleanly.
Day-to-day running of the instance, handled by administrators who document what they change.
Tiered support for issues on the platform itself, with written escalation paths.
ServiceNow ships family releases twice a year. We keep you current without breaking what works.
Keeping the configuration data trustworthy, so impact analysis still works during an outage.
A monthly capacity for improvements, so the platform keeps getting better rather than just being kept alive.
Catching failures in the connections between ServiceNow and everything else before users do.
A representative model. Scope and response targets are agreed per engagement against your actual business impact.
| Tier | Scope | Typical examples |
|---|---|---|
| L1 | Triage, user guidance, known-error resolution | Access requests, password and role issues, 'how do I' questions |
| L2 | Configuration and data fixes within the platform | Broken catalogue variables, assignment rules, notifications, SLA timers |
| L3 | Code-level diagnosis and vendor escalation | Script errors, failing integrations, upgrade regressions, HI cases |
An independent review of the instance before we commit to an SLA — customisations, scan findings, CMDB quality and open issues.
Deliverables
Structured handover from your current team or partner, captured as documentation you keep.
Deliverables
Support under SLA, enhancement delivery within agreed capacity, and upgrades planned in advance.
Deliverables
Yes. Our delivery team is based in Hyderabad, India, with client engagement from our US office in Delaware. That gives you extended-hours coverage, and access can be restricted by geography where your data-residency obligations require it.
Yes — that is the usual case. We start with an instance health check so we understand the customisations and integrations before committing to response targets, then run a structured knowledge transfer.
We assess the release against your customisations, review skipped records, run regression tests with the Automated Test Framework, then promote through your instances in sequence. Upgrades are planned into the support calendar rather than left until the version falls out of support.
Usually a monthly fee based on instance complexity, ticket volume and cover hours, with enhancement capacity banked separately so support and change work don't compete. We size it from your actual ticket history during the health check.
Our consultants hold ServiceNow certifications and work to ServiceNow's published practices. We don't claim a partner tier we don't hold — if formal partner status matters for your procurement, ask us for our current position.
A short conversation is usually enough to tell whether we're the right fit. If we're not, we'll say so.
Or email us directly at reachus@segakiv.com