Managed Services

Managed Services

Compared to a traditional contract, Managed Services are cost-effective and guarantee peace of mind by ensuring critical applications on your ServiceNow platform are monitored, complex issues are remediated quickly and user demand for new enhancements are completed in a timely manner with a high level of quality.

Pathways’ Managed Services offering follows a three-phase approach: Plan, Discover and Execute.

  • First, we’ll work with your key stakeholders to determine the overall scope of service and establish baseline standard operating procedures based on your organizations’ needs.

  • Next, our team will come on-site to meet with your operational teams to complete knowledge transfer and perform a health check of your existing environment.

  • Finally, based on the planning and discovery efforts, we’ll begin the transition to a managed service via execution of daily runbooks, system activities and scheduled jobs.

Key to your Infrastructure

Support and escalation processes are provided for system support services, monitoring services, enhancements and system administration offerings. SLAs are in place to ensure that any critical issues will be identified and remediated within pre-established timeframes.

Pathways Managed Services augments your existing IT organization infrastructure by providing several key roles, including a team of administrators, developers and quality consultants, led by a managed services lead who oversees your ServiceNow instance and ensures the quality of services that are offered and tailors the process and development efforts to the intricacies of your organization.