Preventive Care - what do you get, and how can it help you?

[Harsha Neerchal]

Sometimes, all is not well with your platform. Things just aren't working, and you might be finding yourself in multiple escalations. We know this isn't a fun place to be. To help you get out of these escalation loops, and set your platform up to stay healthy, we created the Preventive Care offering. It's available as an Add-On to your Impact Success Plans.

In this article, you'll learn about exactly what you get as part of the Preventive Care offering, how it can help you, and how it's different from some of the other platform health features you get as part of Impact.

What are the benefits of Preventive Care?

❤️ A healthier instance

✌️ Fewer P1 and P2 tickets

👩‍🔧 Hands-on help from ServiceNow's most experienced support engineers

Ok, but what do I actually get if I buy it?

Twice a year, you'll receive an engagement with a Preventive Care engineer who will:

1️⃣ Meet with your team, and your Impact Squad to understand any instance health issues or concern areas you have

2️⃣ Comprehensively review your instance health and performance metrics

3️⃣ Present their findings and recommendations back to you

4️⃣ Work hands-on with you and your team for 4 weeks to implement the recommendations AND make sure they actually work

For even more details - check out our product documentation page HERE

How will I know that the recommendations actually worked?

At the end of every engagement - your Preventive Care engineer will walk you through every recommendation that was implemented, and show you if the fix ACTUALLY had the expected benefits to your platform or not.

How do I buy it?

If you're on a paid Impact Success Plan, you can purchase the Preventive Care Add-On package. You can talk to your account team for the latest details around pricing.

How is a Preventive Care engineer different from other folks who I work with in Support?

Our team of Preventive Care engineers are our most senior support engineers. They all have many years of experience working on the ServiceNow platform, and are experts in their field.

How is Preventive Care different from the Health Assessment accelerator or HealthScan?

The Health Assessment accelerator includes a HealthScan (a diagnostic scan of your instances), as well as a readout of your HealthScan results. While some of the findings are related to performance, HealthScans are focused on finding best practice violations and technical debt - so think longer-term reliability. Preventive Care is laser focused on performance, making sure that your instance doesn't have downtime or outages.

How does Preventive Care relate to the information that I get in Instance Observer?

Your Preventive Care engineer does a deep dive into all of the performance metrics that Instance Observer is tracking, as a key source of data to inform the recommendations that they make.

Does Preventive Care cover multiple production instances?

Each engagement only covers one production instance. However, since you get two engagements per year, you can have two different instances worked on in a given year.

Can I have my Preventive Care engineer respond to ad-hoc support cases?

No, an ad-hoc support case will go through the normal Now Support channels.

If you've got any other questions about Preventive Care - drop them in the comments below!