ProV provides monitoring services to identify and report the issues that occur as part of the ServiceNow environment ( Application Server, Web Server, Database and Cloud Infrastructure) as part of the managed services model. The list of parameters and the threshold values that would be monitored as part of this activity shall be provided to the Customer at the beginning of the project. Monitoring teams (humans + Bots) generate periodic reports highlighting the health of the ServiceNow systems.

This service includes health checks and alerts like Buffer Cache Hit ratio, Datafile Status, Instance Availability, Invalid Objects, Resource Utilization, System Tablespace Users, System Tablespace Objects, Session Waiting for Locks, Shared Pool Dictionary Cache and Library Cache hit ratio, Tablespace Alert, alert log. Index, list of users going to be expired in the current month. Performing Database Backups & Copies and Cloning DBs, Refreshes are also bundled in this service.

The service list includes many reactive and proactive service items which have been designed to cater all of your requirements and to make sure its business system is running without major hindrances and performance drops. This service covers following items:

• Database Maintenance and Services
• Infrastructure sizing recommendations (Capacity Management and alerts when the Infrastructure hits the threshold etc.,)
• Delivery installations – Installation of patches and fixes to the test and production environments
• Database optimizations
• App and Web Server optimizations

This service provides the support to system administrators to handle incoming configuration requests and assist in user administration and this service includes following service items.

• User administration
• Security and profile configurations
• Lobby configurations
• Report configurations (Quick Reports)
• Printer configurations
• Configuration of Approval matrices
• Assist in basic data maintenance
• Custom object configuration (Custom Menus, custom fields etc.,
• Database task configuration

The main aim of the “Customer Help Desk” is to provide the required Functional and Solution support to your users to perform their day to day activities smoothly.

It is known by the experience that in most of the cases, customers fail to recreate their support issues in a designated test environment which is a “must” to report product issues to ServiceNow, failing which will definitely delay the required product support from ServiceNow. This is exactly why ProV have carefully included “Issue Recreation & Report to ServiceNow” in its Customer Help Desk Service, to enable you to re-create product issues in a designated test environment for necessary handling by ServiceNow.

This service also includes “Retesting after Delivery Fix” to make sure the product patches provided by ServiceNow are properly tested and installed to the production environment efficiently. This service consists of the following service items.

• Issue re-creation and report to ServiceNow
• Basic functional analysis and advice
• Basic configuration analysis and advice
• Analysis and advice in Month and Year end reporting in ServiceNow™
• Basic customization analysis and advice
• Basic Integration analysis and advice
• Retesting after delivery of Fix from ServiceNow

This service has been designed to cater to your advanced requirements. Inputs to this service could be based on the requests that are received at the “Customer Help Desk” or “System Administration and Configuration Service” or based on your specific requests. This service consists of following items and could consider adding different service items based on specific customer requirements.

• Solution advice and enablement
• CRIM support (Bug fixing)
• Complex data repairs
• Advanced Testing Services (Updates, CRIM)
• Advanced technical and functional support and functional trainings
• On Site Support
• Data Migration
• Project Management
• Solution Designing and implementation