Preventive Care
Summarize
Summary of Preventive Care
Preventive Care is a premium, engineer-led diagnostic service for maintaining optimal performance of large ServiceNow implementations, conducted quarterly. It offers a comprehensive review of instance performance through over 80 metrics, providing insights into trends and identifying areas for improvement. This service is designed to enhance end-user experience, ensure stability, and support scalability.
Show less
Key Features
- Performance Diagnostic: Quarterly check-ups led by ServiceNow performance engineers to assess instance health.
- Expert Insights: Identification of resource contention and performance issues, along with leading practice recommendations for remediation.
- Stakeholder Engagement: Direct collaboration between technical stakeholders and ServiceNow experts to discuss findings.
- Guided Remediation: Hands-on support to implement recommended improvements.
Key Outcomes
- Kick-off Session: Establishes engagement scope, timelines, and specific performance issues.
- Quarterly Findings Report: Provides a comprehensive assessment, performance trends, and prioritized improvement recommendations.
- Closeout Report: Summarizes implemented recommendations and post-implementation performance metrics.
Note: Preventive Care is an add-on service for Total customers, requiring activation. It is important to engage with your Impact Customer Success Manager for further details.
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.