---
sourceDocument: Brazil Impact
sourceDocumentLink: https://www.servicenow.com/docs/r/impact

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Preventive Care

# Preventive Care {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 as an add-on for all ServiceNow Impact customers.
It focuses on maintaining optimal performance, stability, and end-user experience for large, strategic ServiceNow implementations through bi-annual deep-dive assessments of production instance health.
The service delivers expert analysis, tailored recommendations, and hands-on assistance to help customers proactively address performance and scalability challenges.
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## Key Features

* **Comprehensive Performance Analysis:** ServiceNow performance experts manually review over 80 data points to gain a holistic view of instance operation, identifying resource contention, misconfiguration, and performance degradation.
* **Custom Findings and Recommendations:** Customers receive detailed root cause analyses and leading practice advice to remediate issues impacting platform stability and user experience.
* **Hands-On Guided Remediation:** Engineers provide direct assistance to implement recommendations and validate improvements, reducing customer workload.
* **Trend Insights and Early Issue Detection:** Continuous tracking of instance health metrics such as size, user activity, and application performance enables early detection of emerging problems.
* **Regular Expert Partnership:** Ongoing engagement with a ServiceNow performance expert fosters knowledge growth and confidence that the platform supports business goals.
* **Flexible Cadence:** Standard engagements occur bi-annually, with the option for quarterly reviews for complex or large implementations.

## Engagement Process

* **Performance Engineer-led Diagnostic:** A detailed metric-based analysis of instance performance and health over time.
* **Findings Presentation:** A senior expert reviews and discusses findings and prioritized recommendations with customer stakeholders.
* **Guided Remediation:** Focused, hands-on support to implement improvements and confirm results.

## Deliverables

* **Customer Kick-off Session:** Establishes scope, timelines, and aligns on customer priorities and resource requirements.
* **Preventive Care Findings Report:** Documents instance health assessment, prioritized recommendations, and guidance on implementation.
* **Engagement Closeout Report:** Summarizes completed and pending recommendations along with measured performance improvements.

## Customer Responsibilities

* **Platform Owner (Required):** Oversees platform governance, aligns team efforts with business strategy, and leads the engagement.
* **System Administrator(s) (Recommended):** Maintains platform stability, manages support cases, and handles configuration tasks.
* **Developer(s) and Subject Matter Experts (Recommended):** Support remediation efforts through coding, configuration, and process expertise.

## Limitations

* Preventive Care is performed on a single production instance and typically on a bi-annual basis, with optional quarterly cadence at extra cost.
* Engineer assistance is provided for up to four weeks following report delivery to implement recommendations.
* Support is commercially reasonable for custom or third-party components but does not replace standard technical support or take ownership of unrelated support cases.  
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__section_fmh_v31_szb}

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.

{#preventive-care__ul_isc_3jy_11c}  
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 {#preventive-care__section_zjy_mpy_11c}

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.
{#preventive-care__ol_wpq_w31_szb} 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 {#preventive-care__section_w1f_vzd_fsb}

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__ul_i2g_112_fsb}

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__ul_v3k_c12_fsb}

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
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## Requested Customer Resources {#preventive-care__section_mbc_jxh_c5b}

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| 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. |
[ ]

{#preventive-care__table_wzw_lxh_c5b}

## Exclusions and Limitations {#preventive-care__section_xzg_lyh_c5b}

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.
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