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Managed Services · Solution Support
Support that keeps your solution working, and keeps making it better
After go-live
Solution Support keeps an agreed set of ServiceNow solutions working, understood and improving.
Customer service and case management, sales and order management, field service, portfolio and project operations, and the integrations between them.
01
Senior practitioners
who know why your solution was designed the way it was.
02
A written scope
so everybody knows what support covers.
03
An honest answer
on every request that arrives.
04
Small improvements
released while they still matter.
Go-live is where the value starts, not where the project ends.
What you get
Senior practitioners who know your solution, working on it every week
Solution Support gives you a named scope, one accountable team, and the people who understand why your solution was built the way it was.
Questions get answered rather than queued.
Ask why a case routes the way it does and you get the reason, not a guess, because the reasoning behind the design is still in the room.
Defects get fixed and released.
One accountable team, working on a named scope every week.
Small changes get assessed, prioritized and shipped.
Your backlog gets judged on effort, risk and release impact, so the work that matters most to the business goes first.
Recurring problems get owned until the cause is gone.
Your key users get answers they can act on, so the same question stops arriving as a ticket every month.
The part a support desk cannot do
Change the design.
When a problem keeps returning because the process was modeled wrong, the people supporting your solution are the people who can redesign it, estimate it and release it. That is the difference between a service that closes tickets and a service that keeps improving the solution you invested in.
Bring us the process that causes you the most trouble today. We will tell you whether it is a defect, a small change or a design decision, before anyone talks about a contract.
What changes for the business
What changes when the people who built it keep it running
Without support
×A spreadsheet beside the solution
×The process drifts from the design
×The same incident, again
With Solution Support
✓A change in the solution
✓The process your users follow stays the process you designed
✓The cause removed, volume falling
Your solution keeps doing the job it was funded to do.
Someone is accountable for that, the scope is written down, and the business case you approved at go-live does not quietly erode while everybody assumes somebody else is watching it.
Your teams stop building workarounds.
When the catalog does not fit a new product line, or one entity starts handling cases differently, the answer is a change in the solution rather than a spreadsheet beside it.
Next quarter gets lighter.
Prevention is part of the service, not an extra, so the same incident stops arriving again and again and the volume falls rather than settling.
Budget conversations get easier.
Every request is classified with the reasoning recorded, so what counts as support and what counts as new capability is settled once instead of argued every time.
Platform releases stop being a risk event.
The supported solution is tested against the new release before your users meet it, which is the moment a working configuration most often stops working.
The knowledge stays in your business.
Documented, kept current in your own knowledge base, held by your people as well as ours.
Those are the gains worth measuring, and they get measured on your own numbers, in your own business.
Why solutions drift
Most solutions do not fail. They drift.
A solution that worked at go-live can stop being useful without anything breaking. A new product line does not fit the catalog. One entity starts handling cases differently. A report nobody trusts gets rebuilt in a spreadsheet. An integration fails at month-end and three teams each believe it belongs to someone else.
01
The knowledge leaves.
The people who made the design decisions are no longer in the room, so the reasons behind them are lost.
02
Nobody classifies requests.
Everything becomes a ticket, or everything becomes a quote. Both damage trust.
03
The same problem returns.
Individual issues get closed. The cause does not get owned.
04
Nobody owns the seams.
Integrations, data ownership and vendor boundaries are where problems go to wait.
What Solution Support is
A bounded service for named solutions
Solution Support means we take responsibility for keeping an agreed set of solutions working: the business processes they run, the configuration inside them, and the integration logic we built. The scope is written down. So is what sits outside it.
We scope by solution, not by product catalog. If we cannot see it, understand it and take responsibility for it, we do not claim to support it.
This page
Solution Support
Keeps an agreed scope working.
Sibling service
Platform Governance
Accountable for the platform staying coherent, healthy and worth its cost. See Platform Governance
The solutions we build are the solutions we support.
Our support scope follows our delivery work.
01
Customer service and case management
02
Sales and order management
03
Portfolio and project operations
04
Field service
05
Data flows and integrations
06
Cross-solution configuration: roles, access, routing, notifications, knowledge and reporting
We confirm the exact products and applications in scope with you in writing before the service starts, because a support boundary everyone assumes is a support boundary nobody owns.
What sits outside this page
The whole platform (see Platform Governance), governance operations (see Governance as a Service), and new capability, which is project work with its own scope.
A defect, a small change or a design decision?
Bring us the process and we will tell you.
Work arrives, and gets classified honestly
The first useful thing support does is tell you what kind of request you have
Here is exactly how each type of request gets handled.
Request type
What it means
How it is handled
Defect
The solution does not do what it was accepted to do
Support work. Fixed and released
Question
Someone needs to know how to use it correctly
Answered. If it recurs, it becomes a knowledge or training item, not a repeat ticket
Small change
The solution works, but the business needs it to work differently
Assessed for effort, risk and release impact, then prioritized against your agreed backlog
New capability
Something the solution was never built to do
Separate work, with its own scope and estimate
We say which category a request falls into, and why. If we disagree with you, we say so and record the reasoning rather than quietly reclassifying it.
Incidents, and the problems behind them
Four different things get confused with each other
01 →
Response
We have it, we understand the business impact, and you know who owns it.
02 →
Relief
People can work again, if necessary with a workaround.
03 →
Resolution
The underlying fault is corrected in the solution.
04
Prevention
The cause is removed, or the design changes so it cannot happen again.
Most support conversations only measure the first and the third.
Relief is what your users actually feel, and prevention is the only one that reduces next quarter's workload.
Priority follows business impact, agreed with you, not technical severity alone. A quoting error that blocks month-end outranks a broken report nobody opens. When the same issue returns, it stops being a series of incidents and becomes one problem with a named owner and a route back to the design decision that caused it.
Dependencies and who owns what
Support fails at the boundaries, so the boundaries are written down
Area
Who owns it
Business process, priorities and data
You
User access approval and testing sign-off
You
The ServiceNow subscription service, platform availability and product defects
ServiceNow, under your own agreement with them
ERP, marketing, HR and other connected systems
Their own owners and vendors
The supported solution, its configuration and the integration logic we built
Us
We cannot promise availability for systems we do not run, and we will not pretend otherwise. What we can promise is that a problem does not get dropped at a boundary: we coordinate across it and keep the business impact visible while it is resolved.
Starting properly
A handover, not a handoff
Support that starts without a proper handover fails quietly a few months later. Whether the solution is one we built or one we inherit, we start the same way.
01
Confirm in writing which solutions are supported, and what is not.
02
Review the solution, its documentation and its known issues.
03
Confirm environments, access and the release path.
04
Agree how work reaches us and how priority is decided.
05
Record the existing backlog and open commitments.
06
Agree what stays with your team.
Support hours, response and resolution expectations, escalation, capacity, term and price are agreed per solution and written into the contract, because they should follow the business impact of the solution rather than a standard tier.
Changes reach production safely
Small, frequent, tested.
Assessed›Built›Tested›Approved by you›Released
Regression testing matters most around platform releases and upgrades, because that is when a working configuration most often stops working. Where the change touches an integration, it is tested against the connected system, not only inside ServiceNow.
Bigger changes, and anything that alters a design decision, go back through the same discipline we use on projects: it gets written down, estimated and decided rather than absorbed.
How we know it is working
Measure whether the solution still does its job
These are the measures we review with you to show whether the supported solution is still doing its job. Targets get agreed against your own baseline rather than published as a generic figure.
01Repeat incident rate: is the same thing happening again?
02Time to relief, separately from time to resolution.
03Age of the oldest open item.
04Share of requests classified correctly first time.
05Backlog trend, split by defect, change and new capability.
06Release quality: how often a change needed correcting afterwards.
07Adoption of the supported solution.
Why Pulse & Patterns
The people who answer are the people who designed it
Support works when whoever reads your request already understands the process behind it. Ours is staffed by the senior practitioners who design and build the solutions, with around two decades of hands-on platform and process experience, and they are the same people you work with from first workshop through go-live and beyond it.
No first line, no script.
Your request reaches someone who can answer it and change it, rather than a triage queue that passes it on.
Scope discipline is already how we work.
Our implementation contracts name what is out of scope, run a change control procedure and record acceptance criteria. Support is the same discipline, continued.
Business first.
We ask what the process is supposed to achieve before we discuss the configuration.
Born-AI delivery.
We use AI in our own delivery work for research, documentation, reporting and meeting capture. What that buys you is coverage and consistency: fewer things quietly falling out of the record between reviews.
Straight answers, including the cheap ones.
Sometimes the right answer is training, a process change or fixing the data rather than a configuration change, and we say so.
Build your capability, not your dependency
You should be able to take it back.
We document what we do, keep your knowledge base current rather than private, and train the people who will eventually handle it themselves. The measure of good support is that your team needs us for less over time.
Start the conversation
Tell us which solutions your business cannot afford to have quietly stop working.
We will define the scope with you in writing, name what sits outside it, and agree how priority gets decided. Then the people who know your solution keep it working, and keep making it better.
FAQs
Questions we get asked.
What is ServiceNow application support, and how does it differ from ServiceNow's own?
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We support the solution built on the platform: your processes, your configuration and the integrations we built. ServiceNow supports the platform itself: availability, product patches and product defects, under your agreement with them. Both are needed, and they do not overlap.
What counts as support, and what costs extra?
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Defects are support work. Changes are assessed and prioritized against your backlog. New capability is separate work with its own scope. The classification table above shows how each type is handled.
Do you only support solutions you built?
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No. We can take on a solution someone else built, but we start with a review and a written scope, because we will not take responsibility for something we have not understood first.
What are your response times, and when are you available?
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Response times and coverage hours are agreed in your service description. How they work across our ongoing services is set out on Managed Services.
What happens if the problem is in an integrated system?
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We diagnose it, coordinate with the owning team or vendor, and keep the issue visible until it is resolved. We do not control systems we do not run, but the problem does not get dropped at a boundary.
How does support handle a platform upgrade?
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We test the supported solution against the new release, fix what changed and tell you what needs your decision. Wider upgrade planning sits with Platform Governance.
Can support turn into something bigger?
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Yes, and it often should. If support keeps surfacing the same design limitation, the honest answer is a change project rather than more tickets. We would say that rather than absorb it quietly.
Should we start with Solution Support or Platform Governance?
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Solution Support keeps a specific solution working and improving. Platform Governance takes accountability for the platform as a whole. How to choose, and how the two combine, is covered on Managed Services.
What if we want new capability rather than support?
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That is implementation work, with its own scope and estimate, and the same senior practitioners do it. The two run alongside each other: a supported scope that keeps today's solutions working, and project work for what comes next.