Prerequisites
In response to authorised enhancement requests for ServiceNow, provide the following as appropriate
- project management,
- feasibility assessment,
- system analysis,
- design,
- development,
- customisation, and
- maintenance.
Availability
The ServiceNow system is available 99% of the time during working hours (08:00 to 16:30).
| Service request | Service level target (working days) |
|---|---|
| Individual User Account modifications – not new process user licence requests | Completed within 2 days |
| Creating groups and roles – only available for process users | Completed within 2 days |
| Enhancement requests | Response within 5 days |
| Requesting assistance | Response within 2 days |
NOTE:
Read the Core SLA FAQ for a detailed definition of Availability.