Customer Background

A leading multinational organization in the financial services sector, relied heavily on ServiceNow to manage their IT service management processes. However, they faced challenges in effectively managing and maintaining their ServiceNow platform. Seeking to optimize their ServiceNow operations, Our Client partnered with Ripton Solutions for ServiceNow Application Support Services.

Challenges Faced

  • Platform Management: Our Client struggled to manage and maintain their ServiceNow platform due to limited internal resources and expertise. This resulted in performance issues, delayed incident resolution, and a lack of platform stability.
  • Incident and Request Management: The handling of ServiceNow-related incidents and requests was inefficient, leading to prolonged resolution times, impacting user productivity, and hindering customer satisfaction.
  • Patch Management: Our Client found it challenging to keep their ServiceNow platform up to date with the latest patches and updates. This posed security risks and potential compatibility issues with other integrated systems.
  • Compliance and Governance: Ensuring compliance with industry regulations and maintaining governance standards for their ServiceNow platform proved to be a complex task for Our Client.
  • Subscription Management: Managing and optimizing ServiceNow subscriptions and licenses was a time-consuming process for Our Client, requiring expertise and ongoing monitoring.

Solution Implemented

Ripton Solutions deployed ServiceNow Application Support Services to address the challenges faced by Our Client. The following initiatives were undertaken

Platform Administration

Ripton Solutions took over the day-to-day management and administration of the ServiceNow platform, ensuring optimal performance, stability, and availability.

Incident and Request Management

Ripton Solutions established efficient incident and request management processes within ServiceNow, ensuring timely resolution and effective communication with users.

Patch and Release Management

Ripton Solutions implemented a proactive patch management strategy, ensuring the timely application of ServiceNow patches and updates to maintain platform security and compatibility.

Performance Optimization

Ripton Solutions conducted regular performance assessments, identifying and resolving performance bottlenecks to optimize the ServiceNow platform’s speed and responsiveness.

Compliance and Governance

Ripton Solutions implemented governance and compliance frameworks tailored to Our Client’s requirements, ensuring adherence to industry regulations and internal policies.

Subscription Management

Ripton Solutions’ support team took charge of managing and optimizing ServiceNow subscriptions and licenses, ensuring cost-effective utilization and compliance with licensing agreements.

Benefits perceived

Enhanced Platform Stability

Ripton Solutions’ expertise in platform administration and performance optimization resulted in increased platform stability, minimizing downtime and improving user experience.

Improved Incident Resolution

With Ripton Solutions’ streamlined incident management processes, Our Client experienced reduced incident resolution times, leading to increased user satisfaction and productivity.

Up-to-Date Platform

Through effective patch and release management, Ripton Solutions ensured that Our Client’s ServiceNow platform remained up to date with the latest security patches and updates, mitigating potential risks.

Regulatory Compliance

Ripton Solutions’ implementation of governance frameworks and adherence to industry regulations ensured that Our Client maintained compliance with data security and privacy standards.

Cost Optimization

By outsourcing ServiceNow application support to Ripton Solutions, Our Client achieved cost savings by eliminating the need to invest in dedicated internal resources and training.

Efficient Subscription Management

Ripton Solutions’ support team effectively managed and optimized ServiceNow subscriptions and licenses, ensuring compliance with licensing agreements and maximizing cost savings.


Ripton Solutions’ ServiceNow Application Support Services transformed customers’ ServiceNow operations, providing seamless platform management, efficient incident resolution, up-to-date patch management, compliance with industry regulations, and streamlined subscription management. By leveraging Ripton Solutions’ expertise and proactive approach, Customer experienced improved platform stability, enhanced user satisfaction, reduced incident resolution times, achieved cost optimization, and maintained compliance with licensing agreements. Ripton Solutions’ dedication to continuous improvement and comprehensive support ensured that customer’s ServiceNow environment remained efficient, secure, and aligned with their business objectives.