ServiceNow 2nd & 3rd line support plus minor enhancement work delivered by a highly experienced client-side team. On-demand support for bug fixes, defect remediation, or small-scale, agreed-outcome projects to optimize your ServiceNow instance. Includes Incident resolution ( Including MIM Support ), Problem RCA, bulk data load, and configuration/code/integration investigations and resolutions. Knowledge Transfer can be included.


  • 9*5, Mon – Fri 2nd & 3rd line support
  • Delivered from UK by team of permanent support staff
  • Continuity of support staff allocated to clients
  • Minor enhancements included subject to size & scope
  • Variable SLAs according to client requirements
  • Remote support, on-site presence available for RCA, Knowledge Transfer etc.
  • ServiceNow health check included during transition to our support service
  • Leverage highly experienced consulting team as part of 3rd line
  • Client hub for tracking progress and sharing insights
  • Pre-built integration into our ServiceNow instance


  • • Ownership of deep technical challenges by highly experienced ServiceNow partner• Avoid reliance on hard-to-find ServiceNow resources

    • Predefined processes and plan to accelerate service transition

    • Access to wider consulting team for Knowledge Transfer, projects etc.

    • Support managed by people who owned the platform when client-side

    • Ability to ramp-up support resource at times of high demand

    • Support delivered by mixed UK team, Service Desk and Consultants

    • Leverage our best practice repository as part of support

    • Fully Managed and focused support

    • All SN Products, such as ITSM, CSM, ITBM, ITOM