IT Operations & BAU Support
Keeping Your IT Running. Every Day.
Business As Usual doesn't mean standing still. NeuvoStack's IT Operations support keeps your ServiceNow environment stable, optimised, and continuously improving — so your teams can focus on outcomes, not firefighting.
What is BAU?
Business As Usual — Defined
BAU (Business As Usual) refers to the ongoing operational support that keeps your IT systems and ServiceNow platform running smoothly after implementation. It covers day-to-day incident management, platform administration, minor enhancements, and proactive maintenance — the essential work that prevents small issues from becoming major disruptions.
Stability
Proactive monitoring and rapid incident response to keep your platform available and performant.
Continuity
Structured change and release management so updates never disrupt live operations.
Evolution
Continuous enhancements and optimisations that keep your platform aligned with business needs.
What We Cover
Our BAU Support Services
Incident & Problem Management
Rapid triage and resolution of platform incidents. We manage the full incident lifecycle — from detection through root cause analysis and permanent fix — minimising impact on your users and operations.
- SLA-driven incident response
- Root cause analysis
- Known error management
- Trend analysis & prevention
Platform Administration
Day-to-day administration of your ServiceNow instance — user and group management, access controls, scheduled jobs, system properties, and health monitoring to keep everything running as intended.
- User & role management
- System health monitoring
- Scheduled job management
- Instance configuration
Change & Release Management
Controlled delivery of changes to your live environment. We manage the change advisory process, test in non-production, and deploy with minimal risk — keeping your platform stable through every update.
- Change advisory board support
- Non-production testing
- Controlled deployments
- Rollback planning
Enhancements & Optimisation
Ongoing improvements to workflows, forms, reports, and integrations. We capture enhancement requests, prioritise them against your roadmap, and deliver iterative improvements that add real value.
- Enhancement backlog management
- Workflow optimisation
- Reporting & dashboard updates
- Integration maintenance
Upgrade & Patch Support
ServiceNow releases major upgrades twice a year. We manage the full upgrade cycle — impact assessment, testing, remediation, and deployment — so you stay current without disruption.
- Upgrade impact assessment
- Pre-upgrade testing
- Patch remediation
- Post-upgrade validation
User Support & Training
Supporting your end users and internal teams. We handle user queries, provide guidance on platform usage, and deliver targeted training to drive adoption and self-sufficiency.
- End-user query handling
- Admin & developer guidance
- Knowledge base maintenance
- Targeted training sessions
Engagement Models
Support That Fits Your Organisation
We offer flexible BAU engagement models to match your team size, platform complexity, and budget — from light-touch retainer support to a fully managed service.
Retainer Support
A fixed monthly allocation of hours covering incidents, administration, and minor enhancements. Ideal for organisations with an internal IT team that needs specialist ServiceNow backup.
- Fixed monthly hours
- Incident & admin coverage
- Minor enhancements included
Managed Service
Full ownership of your ServiceNow BAU operations. We act as your dedicated platform team — handling everything from incidents and administration to enhancements and upgrades.
- Full platform ownership
- Dedicated resource allocation
- Upgrades & enhancements included
Hybrid Model
We work alongside your internal team, filling capability gaps and providing specialist expertise where needed. Flexible scope that adapts as your team and platform evolve.
- Works with your internal team
- Flexible scope & hours
- Specialist expertise on demand
Need reliable BAU support for your ServiceNow platform?
Let's discuss your environment and find the right support model for your organisation.