Enterprise Retailer
Before
12-hour average incident resolution internally
After
Managed team resolving P1 incidents in under 2 hours
40% faster issue resolution
Managed Support · 24/7 Operations
Managed Support& OptimizationAlways-on platform excellence
Sotiotech provides comprehensive support for ServiceNow systems — continuous oversight, proactive troubleshooting, and performance optimization. Focus on your business while we maintain a secure, reliable ServiceNow infrastructure aligned with your goals.
24/7Platform monitoring
99.9%Uptime SLA target
40%Faster issue resolution
01Why Managed Support
From reactive firefighting to proactive platform care
Your team should focus on innovation — not keeping the lights on.
Current State
- Internal teams stretched across BAU and projects
- Reactive incident handling with slow resolution
- Missed patches and upgrade delays
- No proactive performance monitoring
- Rising platform TCO without optimization
Future State
- 24/7 expert monitoring and rapid response
- Proactive health checks and performance tuning
- Managed patching, upgrades, and releases
- SLA-driven support with executive reporting
- Continuous optimization reducing total cost
02Managed Service Capabilities
Complete platform stewardship
Explore how managed support keeps ServiceNow running at peak performance.
01
24/7 Platform Monitoring
Continuous health monitoring with automated alerting and escalation.
03Managed Services Ecosystem
Operations connected to your program
Managed support sustains consulting, implementation, and module investments.
Managed Core
ITSM
Service desk and incident operations support.
ITOM
Infrastructure monitoring and event management.
Enhancements
Continuous configuration and feature delivery.
Integrations
Integration health and connector maintenance.
SecOps
Security incident support and compliance.
04Business Benefits
Managed services ROI
Quantifiable value from expert platform operations.
24/7
Coverage
Comprehensive expert management and maintenance of ServiceNow systems
99.9%
Uptime target
24/7 monitoring for seamless operation and minimal downtime
40%
Faster resolution
Proactive troubleshooting with rapid issue resolution
30%
Cost reduction
Performance optimization and system alignment
05Service Model
From onboarding to continuous care
How we take ownership of your platform operations.
01
Environment Assessment
Baseline platform health, SLAs, and support requirements.
02
Runbook & SLA Design
Define monitoring, escalation paths, and service level targets.
03
Managed Operations
24/7 monitoring, proactive maintenance, and rapid incident response.
04
Continuous Optimization
Regular health reviews, tuning, and platform improvement cycles.
06Client Outcomes
Managed support results
How organizations gained platform peace of mind.
Financial Services
Before
Delayed upgrades creating security exposure
After
Managed release cycle with zero-downtime upgrades
99.9% platform uptime achieved
07Related Services
Complement managed support
Executive Consultation
Explore managed services
Get a managed support assessment — 24/7 monitoring, SLAs, and proactive optimization for your ServiceNow estate.