ServiceNow Support

Services
ServiceNow Support

ServiceNow Support Services

Outsourcing ServiceNow support, you eliminate the need to maintain the stable work of your ServiceNow solution in-house and focus on efficiently using ServiceNow and improving your service delivery instead.

With 5 years of ServiceNow experience, Qrapp can not only ensure your solution’s high performance but also help you drive digital transformation in your organization with ServiceNow as its backbone.

Highlights of Our Competencies

Official Texas-based Premier ServiceNow partner.

Premier ServiceNow Partner with 5 years of experience in ServiceNow consulting.

24 ServiceNow certificates in the team, including implementation, application development and system administration specialists.

ITIL-certified experts.

Solution evolution as part of the advanced ServiceNow support service.

Our proprietary 4-level ServiceNow implementation model.

OUR SCOPE OF SERVICENOW SUPPORT SERVICES

We offer a flexible list of service components and subcomponents for you to create your personalized service scope.

The Support component aims to achieve the stability and reliability of your ServiceNow solution.

The Evolution component helps to drive continuous digital transformation in your organization on the basis of ServiceNow.

Support component

Subcomponents:

User help desk. Providing Level 1-3 support with a possibility to include Level 4 support (dealing with ServiceNow representatives in case of platform-side problems).

System administration and performance monitoring. Managing access, users and data quality, configuring form fields and workflows and doing other small-scale system changes as well as continuously monitoring system performance data to detect and timely eliminate unfavorable trends.

Troubleshooting. Following ITIL-based incident, problem and change management practices to quickly handle issues with your ServiceNow and ensure high availability of your solution and its components.

Regular solution health checks and security audits. Performing scheduled diagnostics of your ServiceNow solution to single out and fix system vulnerabilities and misconfigurations.

**Evolution* component**

Subcomponents:

ServiceNow functionality expansions. Performing major changes in your solution, including the development, testing and integration of custom ServiceNow applications.

Release migration. Updating your solution to newer versions of ServiceNow: for example, from the older London release to the newer New York release.

Implementation. Enhancing your solution with new ServiceNow products (ITSM, ITOM, ITBM, CRM, HR, etc.).

Integrations. Connecting your ServiceNow solution with other apps, products, systems and services in your ecosystem.

* Available in two modes: continuous & proactive and on-demand.

WHAT ELEMENTS OF YOUR SERVICENOW SOLUTION WE SUPPORT

ServiceNow configurations and customizations.

Integrations, both internal (among ServiceNow products and applications) and external (with third-party systems and services).

Custom-made and purchased ServiceNow apps.

We can fully support your custom-made applications on our own or collaborate with your apps’ support vendors, if any.

If you use a ServiceNow Store application that is supported by its publisher, we communicate with the publisher in case of any app malfunctions. And if the publisher does not support the application, we provide full-scale application support independently.

HOW WE DELIVER OUR SERVICENOW SUPPORT SERVICES

In the course of our cooperation, we relieve you from the need to micro-manage your support vendor and still provide a high level of work transparency and controllability by delivering our services according to this process:

Cooperating with your representatives, we specify the scope of services you need.

We perform a ServiceNow health check and conduct knowledge transfer from your employees or your former support vendor.

Jointly with your representatives, we design and sign an SLA (Service Level Agreement), if you need it in your support project.

We ensure our full accountability for your ServiceNow solution’s health by conducting a transparent responsibility transfer.

We start to run daily support operations. If agreed, we can issue weekly and/or monthly reports to your contact person to show the achieved support results.

In parallel with daily support operations, we continuously run proactive evolution of your ServiceNow solution or fulfill your occasional on-demand ServiceNow evolution requests.