ServiceNow

Elite Managed Services Provider

Achieve your desired outcomes with managed services from ProV

Partner

 

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Support for Your ServiceNow Journey

ProV has enabled ServiceNow users to improve performance, resolve issues quickly, and make upgrades smoother. Achieve superior outcomes aligned to your goals with trusted advice.

 

Trusted Advisors that scale with your business

Get guidance from advisors who know your business throughout the journey. Ensure your solution is performing as intended and optimized for maximum value with managed services.

 

Partner with ProV & ServiceNow to Derive More Business Value

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ServiceNow Expert Services

ProV ensures the right business outcomes and realize value faster with proven methodologies, tools, and experts—informed by thousands of successful projects.

Get expert guidance, every step of the way.

 
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ServiceNow Success & Support Services

Ensure your ServiceNow solution is performing as intended and optimized for maximum value. Discover the quickest, most effective way to achieve your business outcomes.

 
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ServiceNow® Training & Staff

Boost expertise and ROI with in-person training or on-site staff. 
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ServiceNow® Technical Support

Get assistance and resolve issues fast with 24/7 access to managed services from certified ServiceNow professionals.

ServiceNow Expert Services

ProV ensures the right business outcomes and realize value faster with proven methodologies, tools, and experts—informed by thousands of successful projects.

Get expert guidance, every step of the way.

 
iStock-1178146180-1

ServiceNow Success & Support Services

Ensure your ServiceNow solution is performing as intended and optimized for maximum value. Discover the quickest, most effective way to achieve your business outcomes.

 
iStock-1298861980-1

ServiceNow® Training & Staff

Boost expertise and ROI with in-person training or on-site staff. 
iStock-1325899588

ServiceNow® Technical Support

Get assistance and resolve issues fast with 24/7 access to managed services from certified ServiceNow professionals.

iStock-1294339697-3

Managed Services Support for ServiceNow

ProV's Managed Support Services are for organizations that want to outsource specific tasks or skill sets, day-to-day operations or implementation of IT services pertaining to their ServiceNow️ application.

Monitoring and Routine Services

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.

Managed Services Support

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

System Admin and Configuration Services

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

Customer Help Desk

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

Expert Customer Services

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

Extra Customer Care

Extra Care and Proactive Engagement involves frequent engagement with customers and providing proactive advice to enhance the value of ERP. This service includes scheduled meetings, periodic reporting of the progress of your tickets. ProV team proactively and continuously analyses the working patterns and functionalities used by your company and provides advice to improve the productivity and the information flow in the system. The governance structure explains the overall governance model and the frequency of scheduled meetings.

Service Level Agreements

ProV understands the importance of the Services Quality and NRT (Net Resolution Time). It is proposed that service levels should be considered for implementation after 3 months from the start of AMS activities. Tentative target SLAs (Reaction, Response and Resolution times) that ProV proposes to adhere are listed in the table below. The SLAs shall be fine-tuned based on the actual system performance, business impact of the service requests and expected NRT at the end of the first 3 months of AMS with mutual agreement between ProV and your company.

Priority Handling

Priority Handling will ensure shorter reaction time and higher priority for Severity 3 issues and Customer Expert Services for premium customers over standard customers.

Deploy and Run ServiceNow Faster: Implementation & Upgrading

ServiceNow Methodologies & Tools provide unique assets to help ServiceNow customers implement, upgrade and optimize ServiceNow solutions.

ServiceNow Implementation Methodology: a holistic methodology based on structured project delivery and over 15 years of delivering solutions.

ServiceNow Solution Composer: visualize ServiceNow solutions and map customer specific end-to-end, processes, scenarios and process descriptions.

ServiceNow Upgrade Factory: tools, methods and a centers of excellence for self-managed or partner-led upgrades.

ServiceNow Industry Accelerator™: embed your industry sector's best practices and processes from the outset to reduce implementation time and cost by by 40%.

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