In response to authorised enhancement requests for ServiceNow, provide the following as appropriate

  • project management,
  • feasibility assessment,
  • system analysis,
  • design,
  • development,
  • customisation, and
  • maintenance.


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

Read the Core SLA FAQ for a detailed definition of Availability.