Managed Services

Your ServiceNow should work for you, not the other way around. Monochrome delivers hands-on support, smarter upgrades, and real outcomes, no more firefighting, no more wasted spend. Read More
Managed Services

Managed Services for ServiceNow, Done Right

Your ServiceNow should work for you, not the other way around. Monochrome delivers hands-on support, smarter upgrades, and real outcomes, no more firefighting, no more wasted spend.

What Are Monochrome Managed Services?

With our ServiceNow Managed Services, you’ll experience a seamless and hassle-free digital transformation, driven by continuous innovation and efficiency. Enjoy the peace of mind that comes with trouble-free upgrades, proactive maintenance, and ongoing enhancements of versions and plugins, expertly managed by your dedicated Customer Success Manager. Monochromes ServiceNow Managed Services is the perfect solution for busy ServiceNow product owners looking to simultaneously streamline operations, boost productivity, and improve user satisfaction.

Proactive fixes

We run your ServiceNow platform like a product: fixing issues before users feel them, rolling out smart improvements, and proving the value of every change with clear numbers.

Enhancements

From new catalog items to workflow automation

Expert advice

Strategy, road mapping, best practice

Admin, updates, release management

No missed patches or compliance gaps

Analytics & reporting

Always know your ROI

User support

Fast, friendly support when you need it

Why Choose Monochrome Managed Services?

Stop firefighting, start advancing. With Monochrome, you get proactive, outcome-driven ServiceNow support that raises adoption, deflects tickets, and turns your platform into a true productivity engine.

We work in weeks, not months, measuring what matters, sharing what’s next, and always making your investment go further.

Ready To Make Your ServiceNow Investment Work Harder?

Find out how our experts keep your platform sharp, solve root problems, and drive ongoing value, while you focus on what matters.

Book a Call

Tiers To Fit Every Need

We offer flexible service levels, choose what fits now, scale up when ready.

Core Tier

Step up to strategic management. All the Base essentials, plus more points and quarterly roadmapping to align IT with your business direction.

Enquire For Price

Core Tier INCLUDES:

  • check Flexible resource points for core support
  • check Ticketing system access for fast issue logging
  • check Standard SLA for peace of mind
  • check Monthly success review meetings
  • check Double the resource points vs. Base tier
  • check Strategic roadmap planning every quarter
RECOMMENDED

Advance Tier

Proactive support for serious ServiceNow teams. Gain live insights, weekly touchpoints, and change management to drive ongoing improvements and stay ahead.

Enquire For Price

Advance Tier INCLUDES:

  • check All Core Features
  • check Real-time monitoring and feedback
  • check Tailored architectural guidance
  • check Weekly reporting on activities and risks
  • check Weekly planning and alignment sessions
  • check Change management support for new features

Strategic Tier

Full-spectrum partnership at the executive level. Add deep portal diagnostics, priority access, and a forward-looking roadmap to future-proof your investment.

Enquire For Price

Strategic Tier INCLUDES:

  • check All Advance features
  • check Biannual portal diagnostic assessment
  • check Executive-level, priority support
  • check Ongoing future-focused roadmap

What's Included?

Customer Success Manager

A dedicated professional to ensure your system and portals remain optimised and aligned with your goals.

Standard SLA

Count on us to meet your service expectations consistently and within an agreed timeframe.

Ticketing System Access

Continue to enjoy efficient issue tracking and resolution.

Roadmap Planning

A dedicated account manager will be assigned to the project to ensure we are taking a proactive approach to how you use your points.

How We Work

We don’t just keep the lights on. Our Managed Services team works alongside you to spot issues early, solve problems fast, and unlock new value from your ServiceNow investment. Every engagement is transparent, proactive, and tailored to your needs, so you can focus on what matters most. 

Choose the Service Tier that aligns to your requirements
Approve the contract terms and sign the agreement
Meet your dedicated Customer Success Manager
Work with us to build a roadmap that aligns with your business strategies
Raise a ticket against any issues that arise that you need fixing
Let our team do the heavy lifting whilst you receive frequent updates
Pull points forward from future months to cover big ticket items if required
Await confirmation that your issue is resolved within the agreed timeframe
Take advantage of our Upgrade Insurance™ and let us maintain our work through the upgrade process
Sit back and wonder how you ever managed without us!
Renew with ease and maintain our support for years to come

Upgrade Insurance™

Monochrome’s unique Upgrade Insurance™ gives you the confidence to implement customisations that propel your business forward. Enjoy the assurance of seamless upgrades and enhancements, ensuring your ServiceNow™ instance evolves with your needs.

Cover for up to two upgrades per year
Complete peace of mind
The freedom to deliver ServiceNow™ your way
Structured For Your Success

Our Managed Services offer a simple monthly fee structure, billed bi-annually, providing flexibility to select the plan that best fits your organisation’s needs.

Each tier includes a range of valuable services and a unique points-based allocation system, enabling you to customise your experience to match your specific requirements.

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Who Benefits From Monochrome Managed Services?

Any team that owns ServiceNow but doesn’t have the time or headspace to run it like a product. From HR, IT and GBS leaders to platform owners and CEO’s, we take care of the roadmap, fixes and improvements so your people can focus on outcomes, not admin.

IT Directors

Less firefighting, more strategy.

HR & GBS Teams

Happier employees, faster answers, lower costs.

Platform Owners

Measurable adoption, cleaner data, higher ROI.

Service Desk Managers

Fewer repeats, clearer triage, less noise.

Download the UX-First Brochure

If your portal looks fine but adoption is low, this is for you. Grab the brochure and get a simple path to fewer tickets, happier users, and an ROI you can be proud of.

Download Brochure
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What Results Can You Expect?

With Monochrome managing your ServiceNow estate, you don’t just keep the lights on – you see fewer incidents, smoother upgrades and a steady flow of small improvements that add up fast. We track the impact in plain numbers, so you can point to real savings, higher adoption and a calmer backlog, not vague promises.

35 %

Fewer repeat tickets within three months

50 %

Faster change delivery from request to release

20 pt

Adoption uplift as self-service becomes the norm

ROI

Tracked and visible every quarter, not just at renewal

We exist to make ServiceNow the easiest way to get work done. Our managed services don’t just support your platform, they move it forward, quarter after quarter.

David Marsh CEO

Frequently Asked Questions

  • Can I draw Resource Points forward from future months to get urgent work done now?

    Yes, you can. We permit our clients to pull hours forward from any month that has been paid for in advance, typically the next six months when starting a new contract. Your Customer Success Manager will work with you to manage this and align our resources to your road map.

  • Can I draw Resource Points forward from future months to get urgent work done now?

    Yes you can. We otter bolt-on packs that are charged at £3,000 per 1000 points.

  • Are discounts available if I sign up for multiple years?

    Yes. Please discuss this with your Monochrome sales representative. Please note that all our rates increase by 3% to 5% each year, which aligns with inflation.

  • How can I cancel the agreement?

    You can cancel by giving us notice 30 days before the end of your agreed-upon term. Contracts not cancelled in this timeframe will auto-renew.

  • What is the payment schedule?

    We ask for payment in six-month blocks, starting from the date of the agreement commencing.

  • Why Is there a waiting list for the Enterprise Tier?

    We take our commitments to our clients very seriously. Right now, we can't accept more clients at this level. However, we are actively recruiting and will soon be able to offer more of these deals. Please speak to your Monochrome sales representative for more information on when this product will become available.

Contact Us

Submit the form most relevant to your enquiry or simply email hello@monochrome.co.uk