Preventive Care
Summarize
Summary of Preventive Care
Preventive Care is a premium diagnostic service aimed at maintaining optimal performance for large ServiceNow implementations through quarterly assessments. It provides a comprehensive review of instance health, covering over 80 performance metrics, which helps identify issues affecting user experience and instance stability.
Show less
Key Features
- Performance Insights: Gain a holistic view of instance performance, including trends in instance size, user activity, and application performance.
- Root Cause Analysis: Discover areas of contention or misconfiguration and receive tailored recommendations for remediation.
- Technical Knowledge Growth: Enhance the understanding of technical stakeholders about the ServiceNow platform.
- Partnership with Experts: Collaborate with ServiceNow performance engineers for implementation support and improvement tracking.
Quarterly Engagement Phases
- Performance Diagnostic: Routine check-ups to assess instance performance and platform health.
- Stakeholder Presentation: Proactive recommendations addressing specific performance issues.
- Guided Remediation: A structured plan for hands-on support to facilitate improvements.
What You Get
The engagement includes a kick-off session to outline the process and gather specific performance concerns, followed by a quarterly findings report detailing:
- Overall instance health assessment
- Performance trend analysis
- Prioritized recommendations for improvement
A closeout report summarizes implemented recommendations and post-implementation metrics.
Customer Responsibilities
- Platform Owner: Oversees the ServiceNow platform and aligns teams with business strategy.
- System Administrator(s): Maintains platform stability and manages application support.
- Developer(s): Responsible for coding and feature delivery on the platform.
- Subject Matter Expert(s): Non-developers with process expertise suitable for Citizen Development.
Exclusions and Limitations
Preventive Care is limited to quarterly activities on a single production instance, with engineer support for up to four weeks post-report delivery. It does not replace standard technical support or address cases unrelated to the Preventive Care engagement.
Preventive Care is a premium, engineer-led diagnostic of instance performance executed quarterly.
Overview
Preventive Care helps maintain optimal performance of large, strategic, ServiceNow implementations. Based around a quarterly deep dive into production instance health Preventive Care includes the following benefits:
- Enables ServiceNow performance experts to gain a holistic end to end view of instance performance by reviewing over 80 metrics covering all aspects of instance operation, including metrics that aren’t normally visible to customer stakeholders.
- Delivers insights into instance and infrastructure health trends over time, such as size of instance, active user base, individual application performance.
- Uncovers areas of resource contention, performance degradation, or misconfiguration, that are actively impacting end-user experience or instance stability or scalability.
- Provides bespoke findings and ServiceNow leading practice recommendations designed to describe the root cause of issues, as well as suggesting potential steps for remediation.
- Helps grow technical stakeholder knowledge to develop and support the ServiceNow platform.
- Allows direct partnership between technical stakeholders and ServiceNow performance experts to discuss findings, and, where necessary, assist with implementation of improvements.
Quarterly phases
Each quarterly Preventive Care engagement includes three phases:
- Performance Engineer-led diagnostic:
- A routine quarterly check-up cadence to review customer instance performance, platform health, and progress over time
- Access to a senior ServiceNow performance engineer who will help identify and track performance and database improvements
- Presentation to customer stakeholders: Proactive recommendations to highlight and review specific issues with instance performance and infrastructure and database efficiency and cost
- Guided Remediation: A focused remediation plan that provides hands-on, guided help to steer a customer through making improvements
What you get
- Customer Kick-off session (Cadence occurs as needed)
- Walk-through process, timelines, and scope of engagement
- Confirm timezones for working alignment
- Understand any specific performance or scalability issues
- Reiterate any time or resource requirements from the customer
- Quarterly Preventive Care Findings Report
Review and discuss the following:
- Holistic assessment of overall instance health and performance
- Instance performance trends
- Prioritized recommendations to improve instance health and performance
- Guided implementation of recommendations, including potential third party components
- Preventive Care Engagement Closeout Report
Includes the following:
- Summary of implemented recommendations at engagement close
- Recap of any recommendations where implementation is outstanding
- Post-implementation performance improvement metrics for completed recommendations
Requested Customer Resources
| Customer Resource | Responsibilities |
|---|---|
| Platform Owner (Required) | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. |
| System Administrator(s) (Recommended) | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. |
| Developer(s) (Recommended) | Writes code for the ServiceNow platform. |
| Subject Matter Expert(s) (Recommended) | Non-developers with strong knowledge of processes who are a candidate for Citizen Development. |
Exclusions and Limitations
Preventive Care is limited to the following:- Preventive Care activities are performed quarterly.
- Executed against a single, customer-nominated production instance.
- Preventive Care engineer assistance deployment is limited for up to four weeks, following delivery of the Preventive Care report.
- Commercially reasonable assistance on custom or third party components.
- Preventive Care Engineering does not replace normal technical support function nor take ownership of support cases not linked directly to the four week Preventive Care engagement.