Oblytech Delivery

Care for platforms that are already live

Going live is the start, not the end. A ServiceNow platform in production needs looking after: requests to answer, incidents to resolve, releases to absorb and improvements to make. Managed support gives you a team that knows your platform and a named person to call.

ServiceNow support

Most of our support work is on ServiceNow. Depending on what you need, it can include:

Day-to-day support. Answering questions, resolving issues and making small configuration changes.
Release and upgrade care. Reviewing what a new ServiceNow release changes, testing your customizations against it and planning the upgrade.
Health checks. Regular reviews of CMDB data quality, catalog usage, workflow failures and performance.
Improvement backlog. A short, prioritized list of improvements agreed with you, delivered in small pieces.
Knowledge upkeep. Keeping documentation current so support does not depend on any one person's memory.

Typical ServiceNow support requests

ServiceNow access changes. Adding or removing roles and groups so the right people can use the platform.
ServiceNow catalog changes. Updating request forms, approvals and fulfilment steps as the business changes.
ServiceNow workflow fixes. Investigating a workflow that stopped, sent the wrong notification or routed a record to the wrong group.
ServiceNow data corrections. Fixing CMDB records and reference data that have drifted.
ServiceNow integration issues. Finding out why a connection to another system failed and getting it working again.

Support for AI features

If an AI feature is running in production, someone has to watch it. We help customers check that it still does what was intended and provide a route for users to report a wrong result.

Salesforce support

For the Salesforce environments we have built, we provide light support: answering questions, fixing issues and making small workflow changes.

How support works

A named contact. One person is your first point of contact and knows your platform.

A clear intake. Requests come in through one route and are recorded, so nothing is lost.

Honest prioritization. We agree with you how requests are ranked and tell you when something will be done. We do not promise what we cannot check.

A regular review. Periodically we look together at what was asked for, what was fixed and what keeps recurring, and decide what should change.

When support is not enough

Sometimes a run of support requests points to a deeper problem, such as a process nobody owns or data nobody maintains. When we see this, we say so and propose a small project to fix the cause rather than continuing to treat the symptoms.

Tell us where you are stretched

We will tell you honestly whether we are a good fit, and suggest the lightest arrangement that solves the problem.