Platform Support
ServiceNow Capability in a Box
Our highly flexible managed service offering ensures our customers continue to benefit from the service management capability built on their platform throughout all modules.
Platform Support
Common sustainment challenges organisations face post technology implementations:
Value of the investment is not fully realised
Platform features and capabilities are under-utilised
Significant time spent on incremental process improvements without major advancement
Difficult for internal resources to stay current on the platform
Internal support teams are unable to keep up skills with the changing technology
Demand and Supply are incongruent, causing long lead times for new features and functions
Architecture principles are not followed, and the platform becomes overly complex
Second Line Assistance
Technical help for when your internal admin team are either stuck for solutions or do not have the bandwidth
Best Practice Advisory
Our Engagement Managers will advise you on the best way to move forward with any potential platform configuration or customisation
Small Project Delivery
Use the service to enable the delivery of small projects that would normally have to go through lengthy approval processes
Platform Upgrade Support Plan
Our service will help guide you through the technical and organisational challenges that come along with ServiceNow version upgrades
Support Service Key Components
Functional Roadmap
A technical review of your instance that will provide insight on how the platform can potentially be better utilised
Capability Roadmap
Holistic review of your organisation and how to better use technology to increase productivity through automation and process improvement
Real-World Impact
sca Enhancements and Platform Support
The provision of comprehensive ServiceNow support services including architectural advisory, platform reviews, functionality enhancements, and ongoing BAU support.
The core focus is on strategic alignment of technology with business goals, optimised platform performance, enhanced functionality and user experience, and prompt resolution of operational issues.
ONSHORE
Perceptions:
Localized support with a deep understanding of regional needs
Higher service quality due to cultural alignment and language fluency
Easier communication due to shared time zones
Misconceptions:
Onshore teams are always more expensive
Onshore support may be less flexible with service hours
Onshore teams offer better security and data protection
Challenges:
Higher operational costs due to local wages and resources
Limited access to specialized skills or capacity
Potentially slower scalability compared to offshore teams
Benefits:
Direct access to local teams for faster problem resolution
Higher level of control over service delivery and quality
Better alignment with business and cultural context
Enhanced trust and collaboration with in-country teams
Easier management of regulatory and compliance requirements
OFFSHORE
Perceptions:
Cost-effective option, often perceived as a more budget-friendly solution
Access to a global talent pool with specialized skills
High-quality services can be delivered despite the geographical distance
Misconceptions:
Offshore teams provide lower-quality services
Offshore teams may lack local market knowledge and integration
Language and cultural differences can cause miscommunication
Challenges:
Time zone differences can impact communication and response times
Managing communication and oversight across remote teams
Data privacy risks vary by country and policies
Benefits:
Significant cost savings on labor and operational expenses
24/7 service availability due to time zone differences
Ability to tap into a wider range of expertise and specialized skills
Enhanced scalability for business growth and large projects
Flexibility to quickly scale resources up or down as per project needs
Finding your right fit
Both onshore and offshore managed services come with their own sets of advantages and challenges. Onshore services offer more alignment with local culture and regulatory standards, better communication, and quicker problem resolution, but come at a higher cost and may have scalability limitations. Offshore services, on the other hand, can provide significant cost savings, access to global talent, and scalability, though they require careful management of communication, security, and potential cultural differences. Evaluating your business’s unique needs will help determine the right approach, or a hybrid model, to achieve the best results.