Banking
Tier-1 Bank
99.99%
12-month uptime
4 instances managed via CI/CD with 78% automated regression coverage.
Read Case Study →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.
Our SRE Approach →Automation-Led
Repeatable tasks, including update set merges, license audits, and instance scans, are automated, reserving manual effort for genuinely novel issues.
Automation Catalog →Continuous Improvement
Each quarter, Mergen reports platform KPIs, including uptime, MTTR, technical debt, and license utilization, and defines the next 90-day improvement plan.
How We Report →Outcomes
Engagements are scoped to uptime, mean time to recovery, customization debt, and license utilization, with metrics shared transparently throughout.
How We Measure →ADMINISTRATION SUCCESS
Real Day-2 outcomes — uptime sustained, upgrades shipped, governance modernized, costs optimized.
See All Administration Stories →Tier-1 Bank
12-month uptime
4 instances managed via CI/CD with 78% automated regression coverage.
Read Case Study →Insurance Carrier
family upgrades, zero rollback
Upgrade playbook ran 3 consecutive Now Platform releases in single weekends.
Read Case Study →Government Agency
avg approval (was 12d)
Risk-tiered approval flows + automated policy checks for low-risk changes.
Read Case Study →Healthcare Network
annual license rightsize
Health audit on a 5-year-old instance. 240 deprecated customizations cleaned up.
Read Case Study →From instance management to upgrades, governance, or platform health audits, Mergen brings SRE-grade engineering rigor to ServiceNow administration.
30-minute call with a senior platform engineer.
Two-week instance audit identifying performance, debt, and license optimization opportunities.
See how we've sustained 99.99% uptime, shipped clean upgrades, and optimized licenses.
Fixed-outcome managed-services engagement scoped in 48 hours.