Preventive Care

Preventive Care is a premium, engineer-led diagnostic of instance performance executed on a regular cadence and available as an add-on package to all ServiceNow Impact customers.

Preventive Care Overview

Preventive Care helps maintain optimal performance of large, strategic, ServiceNow implementations. It provides hands on implementation assistance from a ServiceNow performance expert and validation of results ensuring meaningful improvement to platform performance, stability, and end user experience. Based around a bi-annual deep dive into production instance health Preventive Care includes the following benefits:

• Helps ServiceNow performance experts to gain a holistic end-to-end view of instance performance and scalability through manual review over 80 data points covering all aspects of instance operation.
• Uses metrics to uncover areas of resource contention, performance degradation, or misconfiguration, that actively impact the end-user experience or instance stability.
• Delivers a bespoke set of findings and ServiceNow leading practice recommendations which aim to describe the root cause of issues, as well as suggest potential steps for remediation.
• Reduces the burden on customer stakeholders through hands-on assistance to implement recommendations and validation of results ensuring meaningful improvement to implementation quality and end-user experience.
• Delivers insights into instance and infrastructure health trends over time, such as size of instance, active user base, individual application performance, and allows emerging issues to be detected and remediated early.
• Facilitates regular partnership with a ServiceNow expert to discuss findings and grow technical stakeholder knowledge around supporting the ServiceNow platform.
• Builds confidence that the ServiceNow platform can fully support a customer’s wider business goals.

Note:

Preventive Care is an add-on package available for all Impact customers with activation. Large or complex ServiceNow implementations may benefit from quarterly (instead of bi-annual) reviews. For further details contact your Impact Customer Success Manager for additional information.

Preventive Care Engagement Phases

Each Preventive Care engagement includes three phases:

1. Performance Engineer-led diagnostic: A metric-based analysis that reviews instance performance and platform health, as well as tracking key utilization metrics over time.
2. Presentation to customer stakeholders: A senior ServiceNow performance expert presents findings and reviews proactive recommendations that address specific issues with the instance that actively impact end user experience, platform stability, database efficiency or cost.
3. Guided Remediation: A focused remediation plan that provides hands-on, guided help to steer a customer through implementing improvements and validating expected results.

Figure 1. Preventive Care Phases

Note:

Offered pursuant to the applicable legal description available at https://www.servicenow.com/legal/servicenow-impact.html.

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​

Preventive Care Findings Report (per Preventive Care engagement)

Review and discuss the following:

• Holistic assessment of overall instance health, performance and utilization
• Prioritized recommendations to improve instance health, performance, and end user experience
• Guided implementation of recommendations, including assistance with potential third-party components

Preventive Care Engagement Closeout Report (per Preventive Care engagement)

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 bi-annually (however this can be increased to quarterly, if required, at an additional cost).
• 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.​