ServiceNow Support & Managed Services

Keep ServiceNow reliable, secure, and evolving—without growing headcount. Mirketa delivers SLA‑backed ServiceNow Support Services and Managed Services for Technology (IT), Customer, Employee, and Creator Workflows. Our onshore–offshore support model provides local‑time responsiveness for critical incidents and cost‑efficient offshore execution for enhancements and non‑critical tickets

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Why Mirketa Managed Services

  • Lower TCO with global delivery: Onshore teams lead P1/P2 response; offshore squads execute P3/P4 and enhancements—deliveringsubstantialsavings. 
  • Skills on demand: Certified developers and consultants across ServiceNow IT Workflow, ServiceNow Customer Workflow, Employee Workflows, and Creator Workflows—plus App Engine, Integration Hub, RPA, and CMDBexpertise.
  • Release ready, always: Twice‑yearly upgrades de‑risked with impact analysis and automated regression packs.
  • Security & compliance first:SoD/role design, privacy/encryption guidance, audit‑ready change control.
  • Measurable outcomes: Monthly scorecards tie throughput to KPIs (MTTR, CSAT/NPS, EX, FCR, deflection).
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What’s Included

End‑User & Admin Support (L1–L3)

  • L1: Intake, triage, knowledge base, and guided self‑service
  • L2: Functional/configassistance, catalog/flow updates, SLA tuning
  • L3: Technical fixes/enhancements—Integration Hub/APIs, RPA, App Engine, CMDB, and reporting (dashboards, PA)

Enhancements & Mini‑Projects

  • UX and portal changes, approvals/flows, virtual agent intents, knowledge governance
  • New spokes/integrations, data loads/migrations, platform automation
  • Reports, Performance Analytics, and KPI dashboards

Release & Change Management

  • Sandbox strategy and upgrade impact assessments
  • Automated regression suites for critical paths
  • CAB governance, cutover runbooks, andhypercare
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Onshore–Offshore Support Model

  • Onshore (Client Time Zone): Leads P1/P2 incidents, stakeholder communications, CAB, UAT facilitation, and executive updates. Partners with process owners to prioritize backlog. 
  • Offshore: Executes P3/P4 tickets, enhancements, test automation, data loads, and documentation—delivering overnight progress. 
  • Handover rituals: Twice‑daily stand‑ups, structured handover notes, shared dashboards, and ticket tags for continuity. 

Pricing (Indicative)

Pricing is tailored to module mix, user volume, coverage hours, and SLA targets. The table below provides indicative ranges; we finalize pricing after a short discovery. 

Tier Coverage Included Capacity P1/P2 Coverage Enhancements Indicative Monthly (USD)
Silver Mon–Fri Business Hours Shared Pod (Up to 120 hrs/mo) Business Hours P3/P4 Only $8,000–$12,000
Gold Mon–Sat Extended + On-Call Hybrid Pod (160–240 hrs/mo) Extended + On-Call P2–P4 $14,000–$22,000
Platinum 24×7 P1/P2 + Extended P3/P4 Dedicated Pod (240–400 hrs/mo) 24×7 Critical P1–P4 + Regression Packs $26,000–$42,000

SLA Matrix (Targets)

All SLAs are customizable by geography and workflow. Targets below are typical starting points. 

Priority Description Silver – Response Silver – Resolution Gold – Response Gold – Resolution Platinum – Response / Resolution
P1 Critical platform outage / major business impact 30 min 8 hrs 15 min 6 hrs 15 min / 4 hrs
P2 High impact, degraded service with workaround 2 hrs 24 hrs 1 hr 12–16 hrs 30 min / 12 hrs
P3 Standard issues / minor defects 8 hrs 3–5 days 4 hrs 2–3 days 4 hrs / 1–2 days
P4 Enhancements / requests 8 hrs As scheduled 4 hrs As scheduled 4 hrs / As scheduled

Notes & Disclaimer: Indicative pricing and SLAs are examples only and subject to change after discovery. Final pricing depends on workflow mix, volumes, geographies, and integration complexity. 

Tooling & Engagement Models

  • ITSM: ServiceNow for intake/SLAs; Jira optional for DevOps linkage 
  • Testing: Automated regression packs for core flows; reusable suites per release 
  • CI/CD: Pipelines for Update Sets, Integration Hub, App Engine, and spokes 
  • Engagements: Ticket‑based, Capacity‑based, or Hybrid; optional 24×7 add‑on and peak flex capacity 
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You Have Questions,
We Have Answers

Stabilize and scale your ServiceNow platform while reducing run costs. Speak with a ServiceNow Support Services lead or request a Managed Services proposal today. 

Office Locations

11501 Dublin Blvd STE 200, Dublin, CA 94568, USA

Office No. 1, 5th Floor, Parexl Square - C-171/2 Sector 15b, Noida, 201301

Level 9, Raheja Towers, 26-27, Mahatma Gandhi Road, Bangalore

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