Who it’s for
For teams that need specialist capacity, not another hire
Hiring a full-time ServiceNow specialist is expensive and often hard to justify. Going without means problems sit longer than they should, backlogs grow, and upgrades get put off. Flex Support sits in between: experienced consultants who already know your environment, without the cost or commitment of a permanent hire.
It is built for platform owners whose teams have the ideas but need specialist capacity to deliver them, and who are tired of every new contractor or partner starting from zero on their platform.
What’s included
A named consultant and a flexible model
- A named consultant as your single point of contact, who gets to know your platform and how your team works. No call centres, no ticket queues, no explaining your environment from scratch each time.
- Specialist access across the whole platform: ITSM, CSM, Employee Center, ITOM, ITAM, EAM, FSM, CSDM, SecOps, and development. All covered by your hours.
- A monthly hour allocation you direct, with unused hours rolling over for up to two months and top-ups available at the same fixed rate.
- A quarterly platform health check covering platform health, security and access, upgrade readiness, and licence usage. Included on top of your hours.
- Response times you can plan around: every request acknowledged and quoted within agreed business hours.
- A monthly utilisation summary, so you always know where your hours are going.
Outcomes
What changes once Flex Support is in place
- Backlogs start to shrink: enhancement requests, small configuration changes, and quick fixes get actioned instead of piling up.
- Knowledge stays put: your consultant carries an understanding of your environment from one request to the next, so nothing starts from scratch.
- The platform stops drifting: upgrades, performance, and security are looked after proactively, before small issues become expensive problems.
- Budgets stay predictable: one fixed rate agreed up front, with no premium for additional hours.
How we approach it
Every piece of work is scoped before it starts
Every request follows the same clear lifecycle. You tell us what you need, we estimate the hours and flag any assumptions, and nothing starts until you approve. The work is then scheduled, delivered, and signed off by you, with hours deducted from your allocation and the whole request documented for your records.
Your named consultant owns delivery end to end, bringing in domain specialists when the work calls for them. Your team stays in control throughout; we are there to help them move faster and get more from the platform.
