According to a report by the Project Management Institute, 11.4% of all investment in projects is wasted due to poor performance. A successful ServiceNow implementation is a massive achievement, but to avoid becoming part of that statistic, you must maintain momentum. After go-live, your platform becomes a living, ever-changing part of your ecosystem. And without the right support in place, that entire system can stagnate.
Post-production support is how teams maintain efficiency as they onboard new users, adopt new modules, and deal with constant security threats. When handled strategically, these services become an investment in long-term growth and ROI.
The Risks of an Unsupported Platform
The moment a platform goes live, it begins to age. User demands change, data accumulates, and minor performance issues can quietly snowball into major bottlenecks.
Without dedicated oversight from experienced ServiceNow consultants, even the most robust platforms can suffer from:
Strategic Misalignment: The platform that was once perfectly aligned with your goals can drift as your goals change. New units, services, or compliance requirements can render old configurations obsolete, turning the platform into a source of friction.
Security Vulnerabilities: A lapse in security or access reviews exposes your organization to compliance and data breach risks. Not only is that a massive concern for the IT team, but for your clients as well.
Degraded Performance: Over time, unmanaged customizations and tech drift can slow system performance. This frustrates users, impacts productivity, and erodes trust in the platform, slowing adoption and ROI.
From Reactive Fixes to Proactive Value
True post-production support goes beyond the reactive “break-fix” model. It’s about creating a framework for continuous improvement and value realization. Pathways delivers support that goes beyond break-fix, with ongoing optimization, security hardening, and enhancement help that keeps your system aligned with business goals.
We focus on:
- Peak system performance: Routine health checks, performance tuning, and clean data hygiene keep your platform fast and stable.
- Ironclad security and compliance: Regular patching, access reviews, and audit prep ensure your environment stays safe and aligned with regulations.
- Accelerated innovation and automation: Knock down your backlog, roll out new modules, and automate complex workflows with hands-on support from certified experts.
Not every team has the same in-house capacity—or the same challenges. That’s why we offer three flexible ServiceNow support tiers:
- Elevate: Targeted support where and when you need it most.
- Accelerate: Ideal for organizations looking to expand capabilities while still managing parts of the platform in-house.
- Transform: Full-service support for companies ready to offload platform management.
Whether you need targeted admin support or want to offload all of it, we’ve got a model that fits. No bloated contracts. No locked-in scopes. Just the right level of help, exactly when you need it.
ROI of Strategic Support
For leadership, the value of any service must be clear. Support’s ROI is measured in both cost savings and value creation. Post-production support protects the significant capital already invested in the implementation by preventing value decay. Furthermore, by taking advantage of Pathways’ ServiceNow consultants and our expertise, organizations can deploy new features and automations faster. This can turn into reduced overhead, improved productivity, and a stronger, more defensible security posture.
Secure Your Investment and Your Future
A successful ServiceNow launch is the beginning of the journey, not the destination. The true value of your ServiceNow implementation is discovered through a continuous cycle of optimization, security hardening, and strategic evolution. By viewing post-production support as a strategic investment rather than a simple operational cost, you empower your organization to adapt, innovate, and maximize its return for years to come.
Ready to transform your support from a reactive necessity into a strategic driver of business value? Let’s discuss how Pathways’ Post-Production ServiceNow support strategy can ensure your investment continues to deliver well into the future.