Why Production Support?


There's just not enough hours in the day to get it all done.
Sometimes, all you need is another set of hands for:
  • Enhancements
  • Instance configuration
  • Knowledge and guidance
  • Development and testing

Use Case


  • A major banking organization utilizing over 20 applications across a domain separated platform could not keep up with the demand for new enhancements and bug fixes work coming in from their stakeholders. 


  • By leveraging Pathways' Gold-level support, the client was able to work strategically while keeping pace with a high volume of requests.


  • Production Support enabled the client to stay on top of their day-to-day efforts and focus their attention and resourcing on higher level priorities.
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Regardless of the amount of applications your organization uses on the ServiceNow platform, pent up demand can be a challenge to address.  Production Support allows Pathways to work with your schedule, your people and your processes — all on a flexible timeline that best fits your needs.

Through a variety of levels of support (Bronze, Silver or Gold), Pathways has a solution that can work for you!

What is Production Support?

Production Support is a steady-state contract that gives you and your organization an allotment of hours to use, you can execute a wide variety of activities and enhancements, including:


  • Creating a new, custom application

  • Configuring your instance to best suit your needs

  • Best Practice analysis (look through your existing instance and report on any items that do not follow ServiceNow’s best practices)

  • Creating or modifying your Self-Service page to make it easier and more familiar to navigate for your end-users

  • Enhancing an existing form, workflow, view, report or application

  • ...and much, much more!



All efforts undertaken via Production Support come out of a set amount of hours. If you decide you want to use a custom workflow with various approvals for your Change Management application, you can simply add it to the backlog, generate your requirements and request the development through our Client Portal. Then, with your approval, Pathways will begin developing your custom solution.

Sign me up!

To see the effects Production Support can have on your business and to hear more about the levels of support we offer, contact us today and we’ll schedule time to sit with you and discuss your needs.