Why Support Services?


There's just not enough hours in the day to get it all done. Sometimes, all you need is another set of hands for:
  • ServiceNow Administration
  • Continual ServiceNow improvements
  • Application monitoring
  • Development and testing
  • Knowledge and guidance

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' Support Services, the client was able to work strategically while keeping pace with a high volume of requests.


  • Support Services enabled the client to stay on top of their day-to-day efforts and focus their attention and resourcing on higher level priorities.



Regardless of the amount of applications your organization uses on the ServiceNow platform, pent up demand can be a challenge to address.  Support Services 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 (Standard, Deluxe and Premier), Pathways has a solution that can work for you!

What is Pathways Support Services?

All efforts undertaken via Support Services follow a strict response SLA and a best effort resolution time. If you decide you want to update the way an application works, you can simply submit your request through our Client Support Portal, generate your requirements and request the development. After we submit an estimate and receive your approval, our team will begin working on your request!

Pathways Support Services is a steady-state contract that gives you and your organization an allotment of hours to use, You can take advantage of a wide variety of Services including:

  • Addressing ServiceNow administration requests and keeping up with customer demand

  • 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 applications

  • ...and much, much more!



Sign me up!

To see the effects Support Services 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.