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Mergen named ServiceNow Elite Partner and Center of Excellence of the Year

CASE STUDY

Mergen Managed Service: Multi-Tenant ServiceNow CoE for 12 Mid-Market Customers

Mergen runs a multi-tenant ServiceNow Center of Excellence for 12 mid-market customers. Each gets enterprise-grade Day-2 ops at a fraction of the cost of in-house.

May 9, 2026 · 2 min read · By admin
At a glance
Topics
Servicenow · ServiceNow Administration
Published
May 2026

The challenge

Mid-market organizations need enterprise-grade ServiceNow Day-2 operations but lack budget for full in-house teams. Each running their own admin function in isolation duplicated effort and capped quality.

What Mergen offers

A multi-tenant CoE — shared platform engineers, governance frameworks, upgrade engineering, and SRE practices applied across 12 customer instances. Each customer gets dedicated CSM + technical lead, with shared specialty resources.

Outcomes (across 12 customers)

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