Support  Account  Management  Services    Service  Description  –  November  2013  

 

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Support  Account  Management  Services    

Overview  ServiceNow  Support  Account  Management  Services  provide   the  customer’s  business  process  owners  and  system  administrators  with  support  services  including:  

• Advocacy  -­‐  Understanding  of  and  focus  on  the  customer’s  specific  goals  with  respect  to  the  ServiceNow  applications  

• Management  -­‐  Oversight  of  the  customer’s  incidents  and  problems  • Coordination  -­‐  Facilitation  of  the  major  changes  and  activities  with  respect  to  the  ServiceNow  

instance  • Reporting  -­‐  Regular  service  management  reporting  and  analysis  

In   addition   to   helping   resolve   incidents   and   problems,  a   Support  Account  Manager  provides   regular  communications  in  the  form  of  operational  summary  status  reports  and  service  reviews.  

 

Levels  of  Services  ServiceNow   Support   Account   Management   Services   are   available   in   two   (2)   different   levels   of  engagement:  shared  and  dedicated.    Details  for  the  deliverables  and  services  included  are  described  in  the  following  sections.      

Level  of  Service   Location  Shared   Remote    Dedicated   Remote    

 

Deliverables  Both  the  shared  and  dedicated  engagement  levels  provide  the  following  deliverables  at  regularly  scheduled  intervals:  

Deliverable   Description  P1/P2  Incident  Report   This  report  provides  status  on  open  high-­‐priority  incidents.    Problem  Root  Cause  Analysis  Debrief  

Detailed  review  and  explanation  of  the  root  cause  analysis  findings.  

Summary  Status  Report     This  report  summarizes  open  incidents,  problems  and  changes  as  well  as  a  report  of  utilization  trends  in  the  customer’s  ServiceNow  production  instances.  

Service  Review   Report  covering  the  performance,  availability,  downtime  and  SLA  compliance  of  the  ServiceNow  production  instances.    Prepared  and  presented  to  the  appropriate  customer  audience.    Areas  in  need  of  improvement  will  be  noted  along  with  action  items  and  due  dates.  

 

Support  Account  Management  Services    Service  Description  –  November  2013  

 

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Services  Support  Account  Management  Services  perform  both  operational  and  service  management  support  as  described  below.    

Service      Description   Included  and  Excluded  Services    Operational  Support  Customer  Advocate  for  ServiceNow  Support  Activities  

• Acts  as  technical  liaison  between  the  customer  and  the  ServiceNow  support  team  focusing  on  delivering  technical  recommendations  based  on  customer  goals  

Included:  Overview  and  awareness  of  open  incidents,  problems  and  changes.  Excluded:  Support  Account  Managers  do  not  open  incidents,  problems  or  changes.    

Service  Management  Reporting  

• Provides  scheduled  reporting  and  analysis  of  ServiceNow’s  SLA,  availability  and  incident  management  trends  

Included:  Scheduled  and  ad-­‐hoc  reports  related  to  ServiceNow  technical  support  incident,  problem  and  change  performance  trends.    

Incident  Management    

• Oversees  and  coordinates  open  incidents  through  resolution  

• Coordinates  technical  support  issues  on  behalf  of  the  customer  

 

Problem  Management    

• Root  cause  analysis  of  unresolved  problems  in  the  customer’s  ServiceNow  production  instances  for  P1  incidents  

Included:  Oversight  and  coordination  of  open  problems  through  resolution.    

Service  Management  Support  Customer  Expert   • Develops  technical  familiarity  with  

the  customer  instances.  Included:  Work  closely  with  business  process  owners  and  administrators  who  understand  the  customer’s  ServiceNow  implementation.  

Change  Management   • Coordinates  ServiceNow  resources  and  the  customer’s  subject  matter  experts  to  assist  on  customer  issues  and  projects  as  well  as  ServiceNow  initiated  changes.  

Included:  Facilitation,  coordination  of  resources,  scheduling  assistance,  and  documentation  related  to  upgrades,  changes  and  similar  activities.    

Excluded   services   are:   implementation   services,   configuration   services,   integration   services,   custom  software  development,  modifications   to   the   software,   and   training  or   assistance  with  administrative  functions.  

Required  Customer  Resources  The  customer  will  provide  the  following  resources  and  make  them  available  throughout  the  duration  of  the  engagement  (note  that  multiple  responsibilities  may  be  filled  by  the  same  customer  personnel).  

Customer  Resource   Responsibilities  

Service  Desk  Manager(s)   Service  desk  manager  with  responsibility  for  the  customer’s  ServiceNow  instances.  

Technical  Resource(s)   Resources  with  ITIL  and  ServiceNow  customization  experience  to  serve  as  technical  points  of  contact.  

System  Administrators   Minimum  of  2  system  administrators  must  complete  the  ServiceNow  Administrator  Training  course  and  be  identified  as  points  of  contact.  

Process  Owner(s)   Subject  matter  experts  responsible  for  the  correct  and  complete  definition  of  each  of  the  processes  implemented  within  the  ServiceNow  applications.  

 

Support  Account  Management  Services    Service  Description  –  November  2013  

 

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Program  Terms  Each  order  shall  be  paid   in  advance  and  must  be   for  at   least   twelve   (12)  months  of  service   (“Service  Period”).    

The  customer  may  upgrade  from  the  shared  to  the  dedicated  offering  during  the  Service  Period  and  pay  the  difference  in  service  fees.  However,  the  customer  may  not  change  from  the  dedicated  to  the  shared  offering  after  purchase.  

The  Support  Account  Management  Services  are  provided  in  English.  If  the  customer  requires  a  different  language,  the  customer  should  ask  ServiceNow  whether  that  language  is  supported.  

ServiceNow  does  not  guarantee  that  certain  designated  ServiceNow  personnel  will  be  assigned  to  the  customer’s  account.  ServiceNow  may  at  any  time  subcontract  or  delegate  in  any  manner  any  or  all  of  its  obligations  hereunder  to  any  third  party  or  agent.    

 

PACKAGED  SERVICE  TERMS  AND  CONDITIONS    

Customer  agrees  to  pay  the  total  fee  amount  on  the  ordering  document.  ServiceNow  will  provide  the  Services  as  described  herein  limited  to  those  ordered  on  the  ordering  document:  (i)  if  Customer  is  purchasing  directly  from  ServiceNow,  on  the  terms  and  conditions  in  the  Order  Form  and  the  Master  Ordering  Agreement  incorporated  by   reference   herein   from   http://www.servicenow.com/schedules.do;   or   (ii)   if   Customer   is   purchasing   from   a  ServiceNow  authorized  reseller   (“Reseller”),  on  the  terms  and  conditions   in  the  use  authorization  as   issued  by  ServiceNow   and   the   Subscription   Service   Agreement   incorporated   by   reference   herein   from  http://www.servicenow.com/schedules.do.    ALL  ORDERS  ARE  NON-­‐CANCELLABLE,  NON-­‐REFUNDABLE,  AND  NOT  SUBJECT   TO   ACCEPTANCE.   ALL   SERVICES   WHEN   ORDERED   AND   ACCEPTED   BY   SERVICENOW   MUST   BE  CONSUMED  WITHIN  THE  SERVICE  PERIOD  IN  ACCORDANCE  TO  THE  TERMS  STATED  HEREIN.  SERVICES  ARE  NOT  INCLUDED   IN   THIS   OFFERING   UNLESS   SPECIFICALLY   IDENTIFIED   AS   INCLUDED   IN   THIS   DOCUMENT.   ANY  PURCHASED  AND  UNUSED  SERVICES  SHALL  EXPIRE  WITH  NO  FURTHER  CREDIT  OR  REFUND  AND  SHALL  HAVE  NO  VALUE  THEREAFTER  IN  ACCORDANCE  TO  THIS  DOCUMENT.  Customer  shall  reimburse  ServiceNow  or  Reseller  for  all   authorized,   reasonable   and   verifiable   travel   expenses   incurred  during   the  performance  of   the  professional  services,  training  and  other  services.