ServiceNow Support & Managed Services | Mirketa
SLA-Backed · Onshore–Offshore · Certified Experts

Keep ServiceNow Reliable, Secure & Always Evolving

Mirketa delivers enterprise-grade ServiceNow Support & Managed Services for IT, Customer, Employee, and Creator Workflows — without growing your headcount. Local-time responsiveness for critical incidents. Cost-efficient offshore execution for enhancements.

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✓
24×7 P1/P2 Coverage
✓
15-Min P1 Response
✓
99.9% SLA Achievement
✓
Twice-Yearly Upgrades
0+
Enterprise Clients
0+
Years of ServiceNow Expertise
15 min
P1 Response Time (Gold/Platinum)
0%
SLA Achievement Rate
0%
Client Retention Rate

Platforms & Ecosystem Partners

Why Mirketa

Five Reasons Enterprises Choose Mirketa for ServiceNow Managed Services

From cost reduction to release readiness, our managed services model is built to deliver measurable outcomes — not just ticket throughput.

Lower TCO with Global Delivery

Our onshore–offshore model assigns the right resource to the right task. Onshore teams lead P1/P2 response and stakeholder communications; offshore squads execute P3/P4 tickets and enhancements — delivering substantial savings without sacrificing quality.

  • Onshore leads critical incident response in your time zone
  • Offshore executes enhancements and non-critical work overnight
  • Structured handover rituals ensure zero context loss
  • Typical 30–50% cost reduction vs. equivalent onshore-only teams
Cost Efficiency Metrics
TCO Reduction
40%
Ticket SLA
99%
CSAT Score
4.8/5
Retention
98%
Deflection
35%

Skills on Demand — Across All Workflows

Access certified developers and consultants across every ServiceNow workflow — without the overhead of full-time hires. Our bench spans ITSM, CSM, HRSD, WSD, App Engine, Integration Hub, RPA, and CMDB.

  • Certified ServiceNow professionals across all major modules
  • App Engine, Integration Hub, and RPA specialists on-demand
  • CMDB architects and Performance Analytics experts
  • Scale capacity up or down based on project demand
ITSM
CSM
HRSD
WSD
App Engine
Integ. Hub
RPA
CMDB
Perf. Analytics
FSM
VR/Chatbot
SecOps

Release Ready, Always

ServiceNow releases twice a year. Mirketa de-risks every upgrade with structured impact analysis, automated regression packs, and a proven cutover playbook — so you capture new features without platform disruption.

  • Sandbox strategy and upgrade impact assessments
  • Automated regression suites for critical paths
  • CAB governance and cutover runbooks
  • Hypercare support post-upgrade
Impact Analysis
Regression Suite
UAT Sign-off
Cutover
Hypercare

Security & Compliance First

Every engagement is designed with security and audit-readiness built in. Our architects review SoD/role design, privacy and encryption guidance, and maintain audit-ready change control throughout the engagement.

  • Segregation of Duties (SoD) and role design reviews
  • Privacy and encryption guidance aligned to your policies
  • Audit-ready change control and documentation
  • Compliance alignment for HIPAA, SOC 2, ISO 27001
✓
SoD / Role Design Review
✓
Encryption & Privacy Guidance
✓
Audit-Ready Change Control
✓
HIPAA / SOC 2 / ISO 27001
✓
Vulnerability Patching SLA

Measurable Outcomes, Not Just Tickets

We don't just close tickets — we tie every engagement to business KPIs. Monthly scorecards track MTTR, CSAT/NPS, Employee Experience, First Contact Resolution, and deflection rates so you always know the value delivered.

  • Monthly governance scorecards with KPI dashboards
  • MTTR, CSAT/NPS, EX, FCR, and deflection tracking
  • Quarterly business reviews with roadmap alignment
  • Continuous improvement backlog managed by Mirketa
99.9%
Overall SLA Achievement
4.8/5
CSAT
94%
FCR Rate
35%
Deflection
2.1h
Avg MTTR

Service Scope

What's Included in Every Engagement

Three core service pillars — end-user support, enhancements, and release management — delivered as a unified managed service.

End-User & Admin Support (L1–L3)

Comprehensive tiered support from first-contact triage through complex technical fixes — covering all ServiceNow modules and integrations.

  • L1: Intake, triage, knowledge base, and guided self-service deflection
  • L2: Functional/config assistance, catalog and flow updates, SLA tuning
  • L3: Technical fixes and enhancements — Integration Hub/APIs, RPA, App Engine
  • CMDB health management and reporting (dashboards, Performance Analytics)
  • Virtual Agent intent tuning and knowledge governance
  • Proactive monitoring and alerting for platform health
L1
Intake & Self-Service
Triage, knowledge base, guided resolution, Virtual Agent
L2
Functional & Config
Catalog updates, flow changes, SLA tuning, approvals
L3
Technical Fixes & Enhancements
Integration Hub, RPA, App Engine, CMDB, PA dashboards

Enhancements & Mini-Projects

Beyond break-fix support, Mirketa continuously improves your ServiceNow platform through a managed enhancement backlog — delivering new capabilities within your existing contract.

  • UX and portal changes, approval flows, and Virtual Agent intents
  • Knowledge governance and article lifecycle management
  • New spokes and integrations via Integration Hub
  • Data loads, migrations, and platform automation
  • Reports, Performance Analytics dashboards, and KPI scorecards
  • Mini-project delivery within sprint cadence
UX & Portal
Employee/Customer portal redesigns and catalog improvements
Integrations
New Integration Hub spokes, REST/SOAP APIs, data pipelines
Analytics
PA dashboards, KPI scorecards, executive reporting
Automation
Flow Designer, RPA bots, Virtual Agent intent expansion

Release & Change Management

ServiceNow's twice-yearly release cycle is a risk and an opportunity. Mirketa manages both — de-risking upgrades while ensuring you capture new platform capabilities on day one.

  • Sandbox strategy and upgrade impact assessments
  • Automated regression suites for critical platform paths
  • CAB governance and structured change control
  • Cutover runbooks with rollback procedures
  • Hypercare support for 2–4 weeks post-upgrade
  • New feature adoption planning and enablement
1
Impact Assessment
Analyse customisations against new release notes
2
Sandbox Validation
Deploy to sub-prod, run automated regression suites
3
CAB & UAT
Change Advisory Board approval, stakeholder sign-off
4
Cutover & Hypercare
Runbook execution, go-live support, 2–4 week hypercare

Delivery Model

Onshore–Offshore Support Model

The right resource for the right task — local-time responsiveness for critical work, cost-efficient offshore execution for everything else.

Onshore Team

Client time-zone aligned. Leads critical incidents, stakeholder communications, and governance.

  • P1/P2 incident response and management
  • Stakeholder communications and executive updates
  • CAB participation and UAT facilitation
  • Backlog prioritisation with process owners

Offshore Team

Overnight execution engine. Delivers enhancements, automation, and documentation while you sleep.

  • P3/P4 ticket resolution and enhancements
  • Test automation and regression suite maintenance
  • Data loads, migrations, and platform automation
  • Documentation and knowledge base updates

Combined Model

Seamless handover rituals ensure zero context loss between onshore and offshore teams.

  • Twice-daily stand-ups and structured handover notes
  • Shared dashboards and ticket tagging for continuity
  • Single escalation path regardless of time zone
  • Unified SLA tracking and reporting

Handover Rituals That Guarantee Continuity

Daily Stand-ups
Twice-daily sync between onshore and offshore leads
Handover Notes
Structured notes for every open ticket at shift change
Shared Dashboards
Real-time visibility into ticket status and SLA health
Ticket Tagging
Context tags on every ticket for seamless team continuity

Pricing

Transparent, Outcome-Based Pricing

Indicative ranges to help you plan. Final pricing is tailored after a short discovery based on module mix, user volume, coverage hours, and SLA targets.

Silver
Essentials
$8,000 – $12,000
per month · indicative
  • Mon–Fri business hours coverage
  • Shared pod — up to 120 hrs/month
  • P1/P2 response: 30 min / 2 hrs
  • P3/P4 enhancements included
  • Monthly KPI scorecard
  • Quarterly business review
Get Started
Most Popular
Gold
Professional
$14,000 – $22,000
per month · indicative
  • Mon–Sat extended + on-call coverage
  • Hybrid pod — 160–240 hrs/month
  • P1 response: 15 min · P2: 1 hr
  • P2–P4 enhancements included
  • Monthly KPI scorecard + exec report
  • Bi-annual upgrade management
  • Dedicated engagement manager
Get Started
Platinum
Enterprise
$26,000 – $42,000
per month · indicative
  • 24×7 P1/P2 + extended P3/P4
  • Dedicated pod — 240–400 hrs/month
  • P1 response: 15 min / 4 hr resolution
  • P1–P4 + regression packs included
  • Weekly KPI scorecard + exec dashboard
  • Bi-annual upgrade + feature adoption
  • Named ServiceNow architect
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SLA Matrix

Response & Resolution Targets by Priority

All SLAs are customisable by geography and workflow. Targets below are typical starting points — finalised during discovery.

Priority Description Silver – Response Silver – Resolution Gold – Response Gold – Resolution Platinum
P1 Critical Platform outage / major business impact 30 min 8 hrs 15 min 6 hrs 15 min / 4 hrs
P2 High Degraded service with workaround available 2 hrs 24 hrs 1 hr 12–16 hrs 30 min / 12 hrs
P3 Standard Minor defects / standard issues 8 hrs 3–5 days 4 hrs 2–3 days 4 hrs / 1–2 days
P4 Enhancement Enhancements and feature requests 8 hrs As scheduled 4 hrs As scheduled 4 hrs / As scheduled

Note: Indicative SLAs are examples only and subject to change after discovery. Final SLAs depend on workflow mix, volumes, geographies, and integration complexity.

Tooling & Engagement

Best-in-Class Tooling, Flexible Engagement Models

We bring our own tooling stack — ITSM, testing, CI/CD, and observability — so you get enterprise-grade delivery from day one.

ITSM
ServiceNow for intake and SLA tracking; Jira optional for DevOps linkage
Testing
Automated regression packs for core flows; reusable suites per release cycle
CI/CD
Pipelines for Update Sets, Integration Hub, App Engine, and spokes
Observability
Platform health monitoring, alerting, and proactive incident detection

Engagement Models

Choose the Model That Fits Your Organisation

Client Success

What Our Clients Say

Trusted by 200+ enterprises across industries to keep their ServiceNow platforms running at peak performance.

★★★★★

"Mirketa's managed services team resolved our P1 platform outage in under 12 minutes. Their onshore-offshore model means we always have someone available, regardless of the time."

DP
Drew Powers
★★★★★

"The upgrade management service alone justified the contract. Mirketa ran our Washington DC release with zero downtime — automated regression, full CAB governance, and hypercare for three weeks after go-live."

VC
Vikram chandra
★★★★★

"We reduced our ServiceNow run costs by 38% in the first year while actually improving our CSAT from 3.9 to 4.7. The monthly scorecards give our leadership team complete visibility."

PI
Peachy Insurance
★★★★★

"Mirketa's HRSD managed services helped us achieve 30% faster employee onboarding. Their team understood our HR workflows deeply and continuously improved our Employee Center portal."

JL
Rahul
★★★★★

"The App Engine managed services from Mirketa accelerated our internal app delivery by 40%. Their CI/CD pipelines and governance framework gave us enterprise-grade quality at startup speed."

RT
Robert Thompson
★★★★★

"We've been with Mirketa for four years. Their 98% retention rate isn't a marketing claim — it's because they genuinely become an extension of your team. Highly recommended."

DM
David Martinez

FAQ

Frequently Asked Questions

Everything you need to know about Mirketa's ServiceNow Support & Managed Services.

Mirketa's ServiceNow Managed Services include end-user and admin support (L1–L3), enhancements and mini-projects, release and change management, and proactive governance. Coverage spans IT Workflows (ITSM), Customer Workflows (CSM/FSM), Employee Workflows (HRSD/WSD), and Creator Workflows (App Engine, Integration Hub, RPA).
Mirketa offers three tiers: Silver (Mon–Fri business hours, shared pod, $8K–$12K/mo), Gold (Mon–Sat extended + on-call, hybrid pod, $14K–$22K/mo), and Platinum (24×7 P1/P2 coverage, dedicated pod, $26K–$42K/mo). P1 response times range from 30 minutes (Silver) to 15 minutes (Gold/Platinum).
Onshore teams in the client's time zone lead P1/P2 incidents, stakeholder communications, CAB participation, and UAT facilitation. Offshore teams execute P3/P4 tickets, enhancements, test automation, data loads, and documentation overnight. Twice-daily stand-ups and structured handover notes ensure zero context loss between shifts.
Mirketa supports all major ServiceNow modules including ITSM, CSM, FSM, HRSD, WSD, App Engine, Integration Hub, RPA, CMDB, Performance Analytics, Virtual Agent, and Creator Workflows. Our bench of certified professionals covers every major ServiceNow workflow domain.
Indicative pricing ranges from $8,000–$12,000/month (Silver), $14,000–$22,000/month (Gold), to $26,000–$42,000/month (Platinum). Final pricing depends on module mix, user volume, coverage hours, SLA targets, and geographic requirements. We finalise pricing after a short discovery engagement.
Yes. Mirketa de-risks twice-yearly ServiceNow upgrades with sandbox strategy, upgrade impact assessments, automated regression suites for critical paths, CAB governance, cutover runbooks with rollback procedures, and 2–4 weeks of hypercare support post-upgrade. Upgrade management is included in Gold and Platinum tiers.
Mirketa offers three engagement models: Ticket-Based (pay per ticket/hour, ideal for low or unpredictable volume), Capacity-Based (fixed monthly pod of certified hours for predictable costs), and Hybrid (base capacity plus on-demand burst). Optional add-ons include 24×7 coverage and peak flex capacity.
Mirketa delivers monthly governance scorecards tying throughput to business KPIs including MTTR (Mean Time to Resolve), CSAT/NPS, Employee Experience (EX) scores, First Contact Resolution (FCR) rate, and deflection rates. Quarterly business reviews align the managed services roadmap to your evolving platform strategy.

Get in Touch

Stabilise & Scale Your ServiceNow Platform

Speak with a ServiceNow Support Services lead or request a Managed Services proposal. We'll respond within one business day.

Fast Response
We respond to all enquiries within one business day
Free Discovery
Complimentary 30-minute discovery call to assess your needs
Custom Proposal
Tailored managed services proposal within 3 business days
2–4 Week Onboarding
Structured onboarding to get your managed services live fast

Request a Managed Services Proposal

Tell us about your ServiceNow environment and we'll tailor a proposal.

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Keep ServiceNow Running at Peak Performance

Join 200+ enterprises that trust Mirketa to manage, optimise, and evolve their ServiceNow platforms — without growing headcount.

View Pricing & SLAs