ServiceNow Administrator - using both an FT and an outsourced admin

[craigmackintx]

Hello.

We're new to ServiceNow; went live end of November. Currently we have a managed services admin, product manager and developers. Does anyone have a similar support model and if so, do you also have an internal system admin as well?  Thanks.

[Its_Azar · Accepted solution]

Hi there @craigmackintx 

Yes, this is a very common setup. Most orgs use a hybrid model, where the managed services team handles enhancements, development, upgrades, and complex work, while having at least one internal ServiceNow admin to manage day-to-day tasks, minor configuration changes, user access, and act as the bridge between the business and the vendor.  So this is a solid approach.

[Its_Azar]

Hi @craigmackintx  if this helps, do mark the answer as solution

[Robert_Anderson]

Hello,

This is a common service model and is typically a pretty solid one, however not every model works for every company/environment. I typically find that having the full ServiceNow group/team internal to the company provides the best results (occasionally is more cost effective too).