ServiceNow Managed Services and Support
Go beyond day-to-day ServiceNow support services with proactive platform management, monitoring, upgrades, enhancements, and continuous improvement. Aegis Softtech’s ServiceNow managed services help keep your platform healthy while your team focuses on higher-priority business initiatives.
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Response for Critical P1 Issues
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Aegis Softtech ServiceNow Managed Services
Aegis Softtech’s ServiceNow managed services provide more than just fixing any issues as they arise; they provide day-to-day administration, maintenance, monitoring, enhancements, integrations, reporting, and platform improvements needed to keep your ServiceNow environment running effectively.
ServiceNow Platform Administration
Keep everyday platform administration from consuming your internal team's time. We take care of user provisioning/deprovisioning, roles and groups, system properties, email notifications, form changes, UI policies, client scripts, and routine instance management.
We also support multi-instance environments across production, development, testing, and QA, with all changes tracked, tested, and promoted through the appropriate lifecycle using update sets or application repository deployments.
Key areas:
ServiceNow Support Services and Incident Resolution
Get ServiceNow customer services and platform issues to the right level of expertise using a well-defined support and escalation framework. Level 1 deals with initial triage and known issues; Level 2 includes technical specialists and ServiceNow developers for break/fix and enhancement; while Level 3 includes senior architects for any problem relating to the platform or integration. Service Delivery Manager is the primary point of contact for any service issues and escalation.
Key areas:
ServiceNow Platform Health & Proactive Monitoring
Proactively monitor your ServiceNow environment for issues rather than waiting for users to report any problem. We monitor instance performance, including node health, database response time, application logs, and executing ServiceNow Health Scans.
Key areas:
ServiceNow CMDB & CSDM Governance
Maintain reliable configuration data through CMDB governance, data integrity, population, and alignment with the Common Service Data Model.
Key areas:
ServiceNow Upgrades and Patching
Maintain a well-updated ServiceNow environment by managing the upgrade and patching process. Our team performs impact assessment, regression testing in sub-production environments, and scheduled production deployment. Our documented upgrade approach follows an N-1 strategy.
Key areas:
ServiceNow Flow and Minor Enhancements
Make sure that your current workflows and fulfillment processes stay in sync with the changing needs of your business. Our service offerings cover flow maintenance and updates, task automation through ServiceNow Flow Designer, and minor enhancements like reporting, dashboard widgets, and forms within existing modules.
Key areas:
ServiceNow Integration Management
Troubleshoot existing ServiceNow integrations, including REST, SOAP, and JDBC integrations. Our scope includes managing API credentials and resolving connection issues.
Key areas:
ServiceNow Reporting & Platform Analytics
Give stakeholders useful visibility into ServiceNow operations with reports, dashboards, and Platform Analytics. We build and maintain standard and custom reporting and manage Platform Analytics data collectors, indicators, breakdowns, and dashboards.
Key areas:
ServiceNow Security & Access Management
Maintain access and security controls as your ServiceNow environment changes. We manage role-based access controls, users, groups, roles, permissions, and Access Control Lists and support IAM integrations through SSO technologies such as SAML and OAuth.
Our managed-services scope also includes platform hardening and audit support through reporting on access, changes, and system configurations.
Key areas:
Let Aegis Softtech handle the day-to-day platform work while your internal team focuses on larger priorities.
ServiceNow Managed Services Across Key Modules
Aegis Softtech's certified ServiceNow experts support managed-services requirements across a broad range of ServiceNow workflows and applications.
IT Workflows
- ITSM:
Incident • Problem • Change • Service Catalog - ITOM:
Discovery • Service Mapping • Event Management - ITAM:
Hardware Asset Management (HAM) • Software Asset Management (SAM) - Strategic Portfolio Management
Employee Workflows
- HR Service Delivery (HRSD)
- Workplace Service Delivery
Creator Workflows
- App Engine for scoped application support
Legal
- Legal Service Delivery
Customer Workflows
- Customer Service Management (CSM)
- Field Service Management (FSM)
- Sales and Order Management
- Configure, Price and Quote (CPQ)
Risk & Security Operations
- Integrated Risk Management (IRM)
- Third-Party Risk Management (TPRM)
- Security Operations: Vulnerability Response • Security Incident Response
Finance & Supply Chain
- Sourcing and Procurement Operations
- Source-to-Pay
- Accounts Payable
- Financial Service Delivery
- Supplier Lifecycle
How Aegis Softtech Manages Your ServiceNow Environment
ServiceNow managed services solutions should not just be about keeping the platform operational. Here's what we offer you:
Monitoring & Health Checks
Managed services should not begin only when someone raises a ticket. Our proactive monitoring model combines continuous platform monitoring with scheduled health and performance reviews.
- Daily Health Checks
Automated and manual checks of system logs, scheduled jobs, and integration queues. - Weekly Performance Reviews
Analysis of performance trends to identify potential bottlenecks. - Instance Observer Dashboard
A custom dashboard provides a consolidated, real-time view of key platform-health metrics, including slow queries, scheduler performance, and integration health.
- Quarterly Health Assessments
A deeper review of the instance configuration against ServiceNow best practices. - Platform Analytics
Platform Analytics can be configured to track performance trends such as incident resolution times, catalog request fulfillment, and change success rates. - Event Management
For clients with an ITOM license, Event Management can be configured to create alerts from monitoring tools before they become incidents.
Governance, Reporting & Continuous Improvement
Ongoing ServiceNow management needs clear ownership, regular communication, and visibility into both current performance and upcoming platform priorities. Our managed-services framework involves:
- Weekly Operational Meeting
Review ticket backlogs, prioritize tasks, and address immediate blockers. - Monthly Service Review
Review service performance against agreed SLAs with the Service Delivery Manager. - Quarterly Business Review
Review SLA performance and key metrics, enhancements delivered, the upcoming platform roadmap, new features, and recommendations for process improvement and greater ROI.
- Platform Roadmap
Plan upgrades in advance with defined testing and communication requirements. New ServiceNow features can also be reviewed through value-add workshops to determine where they may benefit the business and whether adoption should be planned. - KPIs We Track
SLA Compliance Rate • Mean Time to Resolution (MTTR) • Incident Backlog Trend • Change Success Rate • Self-Service Adoption Rate • Platform Uptime & Availability • CMDB Accuracy / Staleness Rate
ServiceNow Managed Services SLAs & Escalation
Service Level Agreements offered by ServiceNow support providers can vary based on each client's requirements. Our incident response and resolution structure includes:
| Issue Priority | Initial Response Time | Target Resolution Time |
|---|---|---|
| P1 — Critical | Under 15 minutes | Under 4 hours |
| P2 — High | Under 30 minutes | Under 8 hours |
| P3 — Medium | Under 4 business hours | Under 3 business days |
| P4 — Low | Under 8 business hours | Under 5 business days |
Keep platform health, service performance, SLAs, and upcoming priorities under regular review.
Our Valuable Customers
ServiceNow Managed Services Results
FINANCIAL • SERVICENOW MANAGED SERVICES
Global Financial Services Client:
30% Fewer P1/P2 Incidents
Our global financial services client experienced non-compliance with SLA and a high volume of incidents. With proactive problem management, within six months, our team reduced the number of P1/P2 incidents by 30% as well as overall MTTR by 40%.
The engagement also included instance hardening to fulfill the requirements of financial auditing and maintenance of a timely and accurate record of the IT environment.
Client Location: United States • Consultant : Vivek Ladani
MANUFACTURING • CRITICAL SERVICES
Manufacturing Client:
95% CMDB Accuracy
An inaccurate CMDB was responsible for high change-failure rates for one of our manufacturing clients. Through the application of CSDM principles and automating discovery, Aegis helped achieve 95% CMDB accuracy for critical services as well as a 50% reduction in change-related outages, while also reducing average incident response times.
Client Location: United States • Consultant : Vivek Ladani
Flexible ServiceNow Managed Services
Support From Aegis Softtech
Your needs for ServiceNow support services depend on your operating times, location, and how critical your ServiceNow environment is. Aegis offers three coverage options.
Standard Support
Support within your primary business hours using an 8-hour per day, 5 days per week model.
Extended Support
Support specific to your time zone when your support requirements extend beyond standard business hours.
Premium 24/7/365 Support
Follow-the-sun monitoring and support across multiple geographies for critical P1 and P2 issues, 24 hours a day, 7 days a week, year-round.
Our ServiceNow Managed Services Approach
A standard managed-services transition follows a structured 60–90-day process designed to transfer platform knowledge and responsibilities in stages.
Discovery & Knowledge Transfer: Days 1–30
Review documentation, conduct workshops, understand the existing ServiceNow environment, and establish monitoring tools.
Shadowing & Execution: Days 31–60
Begin handling lower-priority tickets and tasks while shadowing the existing team on critical processes.
Full Service Takeover: Days 61–90
Assume responsibility for platform management, with the client's team acting as an escalation point. The Service Delivery Manager becomes fully engaged and regular reporting begins.
ServiceNow Managed Services
Pricing & Engagement Models
Choose a commercial model aligned with your ServiceNow environment, scope, and support requirements.
Fixed Monthly Fee
A predictable monthly fee based on factors such as instance complexity, number of users, and the scope of modules supported. This is Aegis's most common managed-services model.
Time & Materials
Typically used for out-of-scope ServiceNow development work or separate projects where effort needs to scale up or down.
Outcome-Based
A strategic model where a portion of the fee is tied to predefined business outcomes, such as cost savings or efficiency gains.
What's Outside Our ServiceNow Managed Services Scope?
A clear scope from ServiceNow support providers helps both teams know where managed services end and a separate ServiceNow project begins. The following activities are typically handled outside the managed-services scope.
Initial ServiceNow Implementation
The first-time ServiceNow implementation services or a new major module, such as implementing ITOM, ITAM, or HRSD from scratch.
Major Application Development
Building entirely new custom applications on ServiceNow App Engine.
Third-Party Software Management
We manage the integration to third-party systems such as SAP or Workday, but not the administration or maintenance of those systems themselves.
ServiceNow License Procurement
Clients are responsible for purchasing and maintaining their ServiceNow license entitlements.
Hardware & Network Infrastructure
Management of the underlying physical or cloud infrastructure is outside the managed-services scope.
Meet Our ServiceNow Managed Services Team
ServiceNow managed services solutions can require different expertise depending on the issue, enhancement, integration, or platform requirement.
ServiceNow Consultant
CIS-ITSM , & CIS-ITOM
Explore Related ServiceNow Services
Looking for help beyond ongoing platform management? Explore our related ServiceNow services based on what your team needs.
ServiceNow Migration Services
Planning a move from a legacy platform or changes to your existing ServiceNow environment?
Explore our:
ServiceNow Migration Services.
ServiceNow Consulting Services
Need help with platform strategy, architecture, optimization, or governance?
Explore our:
ServiceNow Consulting Services.
FAQs
ServiceNow managed services provide ongoing administration, maintenance, support, monitoring, upgrades, enhancements, integration management, reporting, and continuous improvement for an existing ServiceNow environment.
The scope can include platform administration, user and access management, platform health checks, upgrades and patching, Flow enhancements, minor enhancements, integration management, reporting, Platform Analytics, security and access management, and other agreed support activities.
Look at more than support hours and price. Compare ServiceNow managed services providers' technical expertise, support coverage, SLAs, escalation processes, module experience, proactive monitoring, transition approach, governance, reporting, and evidence of measurable results.
Yes. Aegis offers standard business-hours support, extended support for specific time zones, and premium 24/7/365 follow-the-sun monitoring and support for critical P1 and P2 issues.
SLAs are customized based on client requirements. A typical structure includes a P1 response in under 15 minutes and target resolution in under four hours, and a P2 response in under 30 minutes with target resolution in under eight hours. Separate targets apply to P3 and P4 incidents.
We manage the upgrade lifecycle through impact analysis, regression testing in sub-production environments, and scheduled production deployment. Our documented approach typically follows an N-1 strategy for stability.
Yes. We support multi-instance environments across production, development, testing, and QA, with changes tracked, tested, and promoted through the appropriate lifecycle.
Our managed-services approach includes CMDB governance, CI ownership and data certification policies, reconciliation and de-duplication, Discovery and data population, and CSDM alignment.
A standard transition follows a 60 to 90 day, three-phase approach covering discovery and knowledge transfer, shadowing and execution, and full service takeover.
Measures can include SLA compliance, MTTR, incident backlog trends, change success rates, self-service adoption, platform uptime and availability, and CMDB accuracy or staleness.
Aegis Softtech offers fixed monthly fees, time-and-materials models, and outcome-based commercial models depending on the scope and requirements of the engagement.