Support - Your Way
Implementing and embedding a tool within an organisation is one thing, but what about maintaining it? The rise in popularity of ServiceNow worldwide has led to significant resource shortages particularly in the UK and continental Europe. As such, building a support team in house is expensive.
Maintaining an internal support and development capability for ServiceNow is expensive. Maintaining training levels, peer and market awareness and expertise is practically impossible without incurring huge costs, yet failure to do so means staff churn and yet more recruitment costs. The NOW Platform is so expansive it is almost impossible to find people who understand everything.
The NOW Platform is highly resilient and incidents are usually rare. But when they do occur, without expertise on hand they can be devastating. Why pay to have resource on standby?
Choosing Scarce for your support needs means access to over 80 ServiceNow experts covering the entire platform. And that means every incident you encounter, every improvement idea you want to action and every upgrade opportunity you are presented with are handled swiftly, competently and to best practice by our ServiceNow professionals. No fuss and no risk, just great service.
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We offer two support options.
1. Drawdown is our solution to affordable, flexible, low-cost support and maintenance of your ServiceNow implementation.
Drawdown hours can be purchased in blocks of 150, 300, 500 and 1000, and are usable for up to twelve months from purchase. Hours can be topped up when consumed and are billed monthly in arrears, meaning you spread the cost of the service based on your consumption volumes per month.
And what's more, you can use these hours for project work or enhancements, so if you're Instance is super-stable you are not paying for Incident Management you are not using.
Drawdown is useful for organisations they may already have an internal or even third party support capability. It does not require us to have exclusive control over changes to your instance. It is also attractive to smaller organisations who want the peace of mind of support for less outlay.
2. Full Managed is our most comprehensive offering. With full managed we require exclusivity over changes to your ServiceNow, which means we act as the exclusive partner for managing incidents, enhancements and projects for a defined period.
Full Managed is duration based, normally running between 2-4yrs with the option to extend.
Rather than committing to a minimum number of hours, customers are instead charged a small monthly subscription to the service. For that they receive configuration for assigning incidents and other tasks to our queue for action.
For both services, we instantly receive notification of new incidents and other tasks. Operating under a competitive SLA, we acknowledge, work and resolve incidents, with all communication occuring through the ticket. We can also set up Teams chat groups for you with our support team, which can help with clarification when needed.
Peace of mind for less than the cost of a single FTE resource
Contact us to find out more about how we can support your business.
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