Mergen runs ServiceNow instances with SRE-grade discipline, including deployment pipelines for update sets, automated regression testing, observability dashboards, and explicit error budgets for each environment.
Explore Instance ManagementMergen manages dev/test/UAT/prod for a bank's ServiceNow estate. Update sets ship via CI/CD with automated test coverage at 78%.
Mergen manages half-yearly Now Platform upgrades using a repeatable playbook, including pre-upgrade audit, skipped-customization analysis, automated regression testing, parallel run validation, and a defined rollback plan.
Plan an UpgradeMergen managed three consecutive ServiceNow family upgrades; each completed in a single weekend with zero rollbacks.
Mergen designs lightweight governance frameworks, including risk-tiered approval workflows, automated policy checks, and CoE intake processes calibrated to the risk level of each request rather than a single uniform gate.
Explore GovernanceMergen redesigned approval flows with risk tiers + automated checks; low-risk changes go through in < 1 business day.
Mergen conducts regular platform health audits, including performance tuning, technical debt analysis, data quality scoring, and license utilization review, sustaining platform performance well beyond the first few years.
Run a Health AuditMergen's audit identified $1.8M in license over-provisioning + 240 deprecated customizations. Cleanup ran in 6 weeks.
SRE Discipline
Mergen applies SRE practices to ServiceNow administration, including error budgets, runbooks, postmortems, and capacity modeling, extending beyond routine ticket resolution.
Automation-Led
Repeatable tasks, including update set merges, license audits, and instance scans, are automated, reserving manual effort for genuinely novel issues.
Continuous Improvement
Each quarter, Mergen reports platform KPIs, including uptime, MTTR, technical debt, and license utilization, and defines the next 90-day improvement plan.
Outcomes
Engagements are scoped to uptime, mean time to recovery, customization debt, and license utilization, with metrics shared transparently throughout.
ADMINISTRATION SUCCESS
Real Day-2 outcomes — uptime sustained, upgrades shipped, governance modernized, costs optimized.
See All Administration Stories →Tier-1 Bank
Mergen runs a tier-1 bank's ServiceNow CoE end-to-end…
Mergen runs a tier-1 bank's ServiceNow CoE end-to-end — platform operations, governance, upgrades, and continuous improvement. 3 years sustained.
Explore Industry →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.
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