How large is your support team for ServiceNow at your organization?

[mwaugh]

As our use of ServiceNow grows at our organization we struggle with how many people are necessary to support the platform and continue to develop new processes on the platform.   How large is your support team for ServiceNow at your organization?   How many processes do you have in ServiceNow?   How many licensed users to you have?

[jesusemelendezm]

Hi Michele,

This usually depends on the size of the organization and processes ServiceNow will be supporting. I have seen 2 admins good enough for organizations of less than 5.000 users - where the IT organization was composed of   < 100 people and the applications deployed were the core ITSM (Incident, Problem and Change).

Cheers.

[pattywen]

If you are just doing basic user set-up and admin with little customization, the team can be very small (1) for even very large installations.

In sizing your support organization, also consider:

* How new is your implementation - such that the support resources are also acting as trainers / answering questions, and perhaps also taking in suggestions for future configurations.

* How active is your service catalogue: New services and adjustments required to it.

If the implementation is new and adding in services is a mandate, consider having a process analyst for this.

* How mission critical is SNOW to your organization?   If it is critical, you'll want enough people to have coverage with illness, and holidays.   (I'd recommend a team of 3).

-----

If SNOW is critical to your operation - and, you have little customization, consider a blended team of administrators who also administer other systems.

[plauer]

We are looking at ServiceNow to replace our current ticketing software. Currently we do not patch, maintain or customize or ITSM software. When you state that you have seen 2 admin to support and organization of less than 5k users, are these dedicated admin to SNOW without other IT responsibilities? We would be using the Incident, Problem and Change implementation only. Also, skill sets needed for these admin to manage SNOW - scripting, dba, Windows admin?

[pattywen]

Hi Patrick,

As you implement a new tool, it may be unrealistic to not patch or maintain (at least in the beginning).

Also, the benefit of a cloud based solution such as ServiceNow is that upgrades are relatively easy and almost expected.   ServiceNow plans to upgrade about 2 versions per year.   The recommendation is that you not be more than 2 versions behind.

If you are NOT planning any maintenance / upgrades / patches, you would need very basic skills.... user maintenance only.   If you decide you want to do upgrades / maintenance or enhance your offering, you would need ServiceNow admin training and experience with JavaScript would be helpful.