Platform Management Services for the ServiceNow Platform
We understand our clients, and we know that the old-fashioned model of managed support only just keeps the lights on.
Receive agreed-outcome, fixed price support and optimisation for the ServiceNow platform with Unifii’s Platform Management Services.
A new method of managed support
Unifii's approach to Platform Management covers 3 different levels.
Level 1/L1: This provides Level 1 triage capability for all your ServiceNow instance related incidents and service requests within your business. This will include activities such as process investigations, report and user admin queries and requests, and daily/weekly/monthly platform checks.
Level 2/L2: This level provides technical support for your staff, focusing on complex issue investigation and configuration of small changes or enhancement requests. Level 2 also covers technical assistance and consultation, and coordination with ServiceNow to resolve core platform issues.
Level 3/L3: This differs in that it's essentially a platform engineering service. It includes providing best practise guidance and governance advice to support the roadmap and strategic direction of your implementation. We deliver all patching and upgrades in line with ServiceNow best practise.
Ongoing platform maintenance
We ensure you maximise your ROI by providing ongoing support for your ServiceNow instance, with fixed price, on-demand assistance for bug fixes and defect remediation.
A modern support model
By offering a range of services to suit your business needs, Unifii provides a modern alternative to the traditional support model.
Personalised support
Access dedicated ServiceNow experts when you need them, optimise your ServiceNow instance to ensure peak performance, and have complete confidence that our consultants truly understand your business goals.
Upgrades and Platform Architecture Service
Unifii also offer like-for-like upgrades on your ServiceNow sub-production and production instances.
With our Platform Architecture Service you will receive architectural support and leadership. We work with your internal stakeholders to define and maintain a 12 month forward-looking roadmap for ServiceNow as your platform. We work with you, your suppliers and any third parties to ensure your instance is aligned to your broader architecture strategies and business objectives. Additionally, our Platform Architecture service covers design leadership for technical resources involved in your Platform Management/Platform Engineering Services, as needed.
How Unifii align your goals with Platform Management
Taking you through every necessary change so that you can perform at your very best
Understanding your business & needs
Before we begin any form of implementation, we’ll completely immerse ourselves in your business. We’ll become an extension of your team, and get to know all of your business functions, processes and pain points.
Proactive suggestions and advice that’s tailored to you
Once we have a clear understanding of your business, we can give you proactive suggestions and advice that’s tailored to your unique circumstances. We provide our clients with an unparalleled service that’s based on our in-depth understanding of ServiceNow and driven by our desire to add value, whilst removing the stress that can come with internal changes.
Step-by-step implementation
Your bespoke step-by-step implementation plan will cover everything from initial scope through to go-live assistance and ongoing support. We’ll consider your business at every stage of the process and will only move ahead once you’re entirely satisfied with each step.
Frequently Asked Questions
It all depends on the scope of your implementation and how you are wanting to oversee the platform moving forward. Specific ways in which Platform Management can be done are detailed in the level system above.
This is dependent on the complexity of the customer's ServiceNow instance and what they hope to gain from ongoing management with Unifii.
For more information on pricing, please feel free to get in touch here.
One of the things we see that sets leading organisations apart from others is how they develop their platform management strategy, so that ServiceNow is at the heart of their business growth. Often, a strong concern for these enterprises is how to balance resource availability with their business demand for further utilising ServiceNow. Many customers’ ServiceNow projects came around because their incumbent tools (be they IT, customer-facing or employee workflow-based) had a chronic lack of focus over several years. As a result, these organisations have had to invest the time, effort and expense on a transformation project in order to get back onto a solid footing.
To help tackle this subject, please see our blog article for guidance here, or alternatively, get in touch with us by booking a non-obligatory session.
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