Preventive Care
Summarize
Summarized using AI
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
Summary of Preventive Care
Preventive Care is a premium, engineer-led diagnostic service offered quarterly to help ServiceNow customers maintain optimal performance of large, strategic instances. It provides a comprehensive review of instance health by analyzing over 80 performance metrics, including those not typically visible to customers. The service uncovers resource bottlenecks, performance degradations, and misconfigurations that impact end-user experience, stability, or scalability. Customers receive tailored findings and best practice recommendations to address root causes, along with opportunities to build technical knowledge through collaboration with ServiceNow performance experts.
Show less
Quarterly Engagement Phases
- Performance Engineer-led Diagnostic: Routine quarterly review by a senior ServiceNow performance engineer to assess instance performance, platform health, and progress.
- Presentation to Customer Stakeholders: Delivery of proactive recommendations highlighting specific performance and infrastructure issues.
- Guided Remediation: Hands-on assistance to help customers implement improvements based on findings.
What Customers Receive
- Kick-off Session: Align on process, timelines, scope, and specific performance concerns.
- Quarterly Findings Report: Holistic instance health assessment, performance trends, and prioritized recommendations.
- Engagement Closeout Report: Summary of implemented and outstanding recommendations, plus performance improvements post-implementation.
Customer Resource Requirements
- Platform Owner (Required): Overall accountability and governance of the ServiceNow platform.
- System Administrator(s) (Recommended): Maintain platform stability, manage support cases, and deliver configurations.
- Developer(s) (Recommended): Develop and maintain code on the ServiceNow platform.
- Subject Matter Expert(s) (Recommended): Process experts potentially involved in citizen development.
Limitations and Scope
- Preventive Care is conducted quarterly on a single, customer-nominated production instance.
- Engineer assistance is available for up to four weeks following the report delivery.
- Assistance includes commercially reasonable support for custom or third-party components.
- This service does not replace standard technical support or ownership of unrelated support cases outside the four-week engagement.
- Preventive Care is an add-on available to Total customers upon activation; contact your Impact Customer Success Manager for 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.
Note:
Preventive Care is an add-on package available for Total customer with activation. Contact your Impact Customer Success Manager for additional information.
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
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
- 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.