Drawdown - flexible support and consultancy
You have implemented ServiceNow, but the in-house support team are struggling with some challenging incidents. Some things aren’t quite working as expected. Perhaps your product owner is being inundated with enhancement requests. Or a new release has just become available and there is pressure to upgrade. Oh, and the portfolio team has seen what a success ServiceNow has been for your IT Service Management teams and are interested in seeing how SPM works. All this, while your platform owner wrestles with a growing backlog of requirements and needs help to define a roadmap.
These are common situations that often occur simultaneously. Dealing with multiple workstreams can be both complex and expensive.
With Drawdown, we take that pain away. One service. One hourly rate. One monthly invoice based on what you have used. One dedicated point of contact to manage your delivery workstreams and your partnering needs, via a highly experienced team of ServiceNow delivery and presales consultants at your fingertips. Simple. Coordinated. Affordable. Flexible.
This is strategic partnering made simple.
Drawdown optionally allows you to protect your investment in ServiceNow by having best in class incident management and development fulfilment for your instance. Operating an internal support and development capability for ServiceNow is usually very 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 impossible to find people experienced in every module and application.
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? With Drawdown there are no standby costs. All you pay for are the hours that you commit to use within each annual period. And you only pay for them as you use them, meaning the cost is spread.
Drawdown is your access to ServiceNow experts covering the entire platform. Every incident you encounter, every improvement idea you want to action and every upgrade opportunity you are presented with handled swiftly, competently and to best practice. No fuss. Just great service.
When you choose the optional support facility, we apply a small configuration for free which creates Scarce as a Resolver Group in your ServiceNow Instance.
That means every ticket raised which requires our help can be assigned to us directly, without requiring copy-paste into third-party support portals.
We instantly receive notification of new incidents. 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.
Support hours can be purchased in blocks of 150, 300, 500 and 1000, and are usable for up to twelve months from purchase. Hours 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.
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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