Customised Managed Services for ServiceNow Managing and maintaining ServiceNow requires a commitment of time, effort and resource. Organisations that want to enjoy the benefits of ServiceNow with none of the drawbacks associated with retaining in-house ServiceNow skills are increasingly outsourcing some or all of their ServiceNow requirements.

TeamUltra’s Managed Services enable customers to increase the value gained from an investment in ServiceNow whilst retaining full management control of Service Delivery and overall strategy.

Managed Services

TeamUltra provides a full range of Managed Services specifically designed for the ServiceNow platform. We tailor our service to suit any size and type of business and effectively complement your Service Delivery capability.

We can provide Managed Services that meet any requirement and budget. It can scale up from

Our Managed Services comprise two areas that combine into a simple commercial package that is easy to administer and control:

• A Baseline Service covers day to day activities that maintain ServiceNow and includes performing simple updates.

• An Enhancement Service is a separate activity and provides the ability to implement minor system changes and updates and ensure that ServiceNow is delivering the highest level of customer service.

Every customer is different which is why we tailor each Managed Services package. We simplify the

Designed for ServiceNow and tailored for you

Flexible commercial approach

simple call logging and resolution, through to full management of ServiceNow issues and interfaces.

By outsourcing management of ServiceNow to TeamUltra you will have complete confidence that it is being operated and maintained by a dedicated team of qualified and experienced ServiceNow professionals.

pricing structure whilst allowing complete flexibility and ease of use of the service provided.

We conduct a Discovery Workshop to understand your management goals and objectives, along with the current levels of service, any changes required, roles and responsibilities. This defines and formalises the service going forward and provides detailed information to formulate the pricing structure.

A fee for the Managed Services is agreed based on the precise services offered. This is reviewed quarterly and adjusted where appropriate ensuring the service is meeting your requirements.

Benefits• Free staff to focus on other key business activities • Keep ServiceNow operating at peak efficiency• Single point of contact for all calls

Benefits•Tailored service according to your requirements, resource and budget • Support hours to fit your business model• Additional resource available as and when needed

Benefits•Agreed SLAs and regular Service Reviews ensure performance levels are met • Trend Analysis highlights areas for improvement• Dashboards monitor day-to-day activities alerting you to any issues

Benefits• Improved end-user experience • Exploit full power of ServiceNow to achieve increased Service Delivery efficiency and effectiveness

Benefits• Agreed spend that is monitored and managed • Regular quarterly payments to smooth cash flow

Total SolutionThe Managed Services cover every aspect of administering, supporting and managing ServiceNow. It is delivered by accredited and experienced ServiceNow Consultants.

Flexible SolutionEvery aspect of our Managed Services is tailored to meet your unique requirements. This gives you a personal service and full management control.

Management Control The Managed Services enable customers to maintain control of their ServiceNow platform without worrying about day-to-day issues. You are allocated a named Service Manager.

Continuous Service ImprovementA key aim of our Managed Services is to ensure we deliver continuous service improvements. We do this by establishing the baseline of current Service Delivery and use that as the benchmark to improve the customer experience and improve service levels.

Commercial ModelWe offer a simple business model that is easy to monitor and gives you full control of the budget. It contains flexibility to include enhancements and larger developments.

TeamUltra’s Managed Services provide the benefits of an in-house team, whilst enjoying the cost advantage and reassurance of using an outsourced service underpinned by accredited ServiceNow professionals:

Benefits of TeamUltra’s Managed Services

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SERVICE IMPROVEMENT

Operations• Service Desk – a single point of contact • Incidents, Problems and Requests relating to ServiceNow• Major Incident process • Day-to-day Systems Administration • Licence monitoring and management of underutilised licences• ‘How to’ and ‘What if’ type questions

Monitoring• System, event and transaction logs • Performance• Data volumes and archiving • Data imports and scheduled jobs

Management• Regular Service Reviews with TeamUltra’s Service Manager • Reporting and trend analysis• Recommendations to improve Service Delivery and customer satisfaction

On-going Performance• Change Management • Business critical processes • End-user training • Best practice code reviews

A key part of our Managed Services offering is that we don’t just aim to deliver the same level of service that you currently experience. We target improved effectiveness and efficiency of how you are using ServiceNow which directly leads to improved customer service and satisfaction.

We continually review performance and the customer experience and conduct regular Service Reviews at agreed intervals. This ensures we can exploit the full power of ServiceNow whilst delivering maximum benefit to the business.

Based on our many years of Service Management and ServiceNow experience we can also advise on the

Service OverviewThroughout our engagement we work with you to identify areas of improvement within your processes and the ServiceNow platform. We offer an integrated approach to ServiceNow based on the following:

underlying processes, suggest improvements and ultimately optimise how you are using ServiceNow to further enhance Service Delivery.

There are four key areas that comprise the Managed Services: Management, Operations, Monitoring and On-going Performance:

• Advice on new releases • End-user surveys• Co-ordination of ServiceNow recovery activities in the event of a service outage • Architectural reviews

• Enhancement requests • New applications• Technical consultation and development of new functionality • Upgrades and upgrade support • All ServiceNow environments – production, development and test• Interface with ServiceNow Support

• Integrations (e.g. LDAP)• Email traffic – inbound and outbound • Suspicious behaviour and security breaches

• Support for and participation in Process Reviews• Support for testing of new releases • Support for Custom Apps • Health checks

sales@teamultra.net www.teamultra.net +44 (0)1628 638001

TeamUltra is the UK’s leading ServiceNow Partner with over 300 projects and implementations. For more information about TeamUltra’s Managed Services visit www.teamutra.net. If you have any questions, please contact us:

What can TeamUltra do for you?

“ We have gained significant efficiencies as a result of using TeamUltra’s Managed

Services. It offers us the best of both worlds – management of our ServiceNow platform

with minimal effort. The success of this outsourcing agreement is firmly based in the

quality of the resources from TeamUltra that deliver the service.”Large UK Retailer

➤ Understanding the current service and existing service levels

➤ Define management objectives and goals

➤ Determine key success factors

➤ Set timescales

➤ Confirm roles and responsibilities

➤ Create reporting metrics

➤ Establish expectations

➤ Plan transition

Onboarding to TeamUltra’s Managed Services team

➤ Scheduled tasks

➤ Setting up interfaces and access rights

➤ Transitioning to the new approach

DISCOVERY PHASEHANDOVER PHASE

To be successful a Managed Service implementation needs to clearly establish a baseline of the current levels of service and the scope and breadth

Implementation Approachof the service being implemented. The starting point is our Onboarding Process which includes two distinct phases: