Skip to main content

24×7 SERVICENOW MANAGED SUPPORT

Support That Notices First.

Mergen operates global support pods that monitor, triage, and resolve ServiceNow issues around the clock, with platform health measurably improving month over month rather than staying flat.

Schedule a Consultation View Case Study
24×7 Coverage
<15m P1 Response Time
94% First-Shift Resolution
3 Global Delivery Centers

Every Capability. One Trusted Partner.

A Shift Change That Loses Nothing

Three global delivery centers across the US, Europe, and India/APAC provide continuous ServiceNow coverage. Each handoff transfers structured ticket state, a written briefing, and a clear escalation path, rather than relying on informal messages between teams.

Explore Coverage
Coverage
Global Bank — 24×7 Coverage

Mergen pods cover the bank's ServiceNow estate from London → Bangalore → Austin; shift handoff < 5 minutes per ticket queue.

Mergen Delivered:
0 missed P1 SLAs in 18 months
Sub-5-minute shift handoff time

Severity Determines the Queue, Not Arrival Order

Mergen's L1, L2, and L3 triage layers route every issue by topic, severity, and customer profile, guided by runbooks built for common scenarios. Service levels are enforced directly on the support platform, with no separate tracking spreadsheet involved.

Explore Triage
Triage
Insurance Carrier — 1,200 tickets/mo

Mergen handles 1,200 ServiceNow support tickets/month with 94% first-shift resolution and < 15-minute P1 response.

Mergen Delivered:
94% resolved on first shift
P1 response time < 15 minutes

Caught by a Sensor, Not a Support Ticket

Mergen instruments ServiceNow with ITOM, custom platform health monitors, and synthetic transactions that continuously test critical workflows. When behavior degrades, the support pod investigates immediately, often before a single user notices.

Explore Monitoring
Proactive
Telecom Provider Proactive Catch

Mergen synthetic transactions caught a discovery-job degradation 6 hours before users would have noticed. Patched same-shift.

Mergen Delivered:
92% of incidents caught proactively
Avg time-to-fix < 1 hour

Fixing What's Measurably Slow, Not What Seems Slow

Mergen runs quarterly performance reviews covering slow transaction analysis, table size profiling, business rule efficiency, and integration latency. Tuning targets are set by data, not by assumption about where the platform feels sluggish.

Run a Performance Review
Performance
Healthcare — Form-Load Optimization

Mergen tuned a clinical-incident form down from 8.4s to 1.2s p95 by refactoring 6 client scripts and 2 GlideAjax calls.

Mergen Delivered:
Form load p95: 8.4s → 1.2s
Clinician satisfaction +24 NPS

Support Measured by
What It Prevents

SLA-Backed

SLAs with Real Consequences

Mergen's service levels are contractually enforced and tracked directly on the platform. A missed SLA results in a credit, not an apology.

Senior On-Call

L3 Architects in Every Rotation

Every support pod includes senior architects on-call at all times. Complex issues are resolved within the same shift rather than escalated through multiple tiers.

Tooled-Up

Every Incident Strengths the Next Response

Support pods operate on a shared incident platform and knowledge graph. Each resolved issue is captured and becomes part of the runbook library available to the next shift.

Outcomes

Reviewed Against Platform Health, Not Ticket Count

Engagements are scoped to SLA performance, mean time to resolution, proactive catch rate, and overall platform health, reviewed with stakeholders every month.

SUPPORT SUCCESS

24×7 Support That
Actually Improves the Platform

Real support outcomes — SLAs hit, incidents caught proactively, platforms tuned, users happier.

See All Support Stories →
Banking

Global Bank

0

missed P1 SLAs in 18 months

Follow-the-sun coverage from 3 global delivery centers; sub-5-minute shift handoff.

Explore Industry →
Insurance

Insurance Carrier

94%

first-shift resolution rate

1,200 tickets/month with < 15-minute P1 response and 94% first-shift resolution.

Explore Industry →
Telecom

Telecom Provider

92%

incidents caught proactively

Synthetic transactions + custom monitors caught discovery-job degradation 6h early.

Explore Industry →
Healthcare

Healthcare Network

1.2s

form-load p95 (was 8.4s)

Performance review tuned a clinical-incident form via 6 client-script refactors.

Explore Industry →

Planning Your Next Initiative?

Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.

Book a Discovery Call