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Support Structure

Support organization design including multi-tier support models, internal capability building, escalation procedures, and self-service strategies that ensure reliable and efficient ServiceNow platform support.

Support Structure

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Hybrid Support Models: The Strategic Framework for ServiceNow Excellence

Nov 20, 2025

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15 min read

Hybrid Support Models: The Strategic Framework for ServiceNow Excellence

Combine internal platform knowledge with external expertise to accelerate innovation, eliminate bottlenecks, and transform ServiceNow from operational burden into strategic advantage.

Platform Operating Manual Team
Platform Operating Manual Team

Support Structure

+2

Empower Users with Self-Service Support in ServiceNow: Best Practices

Sep 5, 2025

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15 min read

Empower Users with Self-Service Support in ServiceNow: Best Practices

Build a self-service model that reduces ticket volume by 40% whilst empowering users to resolve issues independently through Knowledge Management, Service Portal, and Virtual Agent

Platform Operating Manual Team
Platform Operating Manual Team

Platform Operating Manual

Your essential guide to mastering ServiceNow. Get expert insights on platform strategy, governance, and operating models to drive enterprise success.

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