Support Services

We work with our customers to maximise their investment in Service Management by delivering value added support services.

Keystone provides a range of support services to augment customers’ capabilities. These range from:

> Having access to our support team (via a support contract) to provide assistance with configurations or enhancements

> Augmenting your internal team, or outsourcing the entire system administration function using our OnDemand Administrator service. OnDemand Administrator offers:

  • Basic form and view customisation
  • Customisation and user support for creating reports and dashboards
  • Data imports
  • System policy changes and approval rules
  • Email notification configuration
  • Users access management and role definition
  • General user (how to) enquires relating to Service-now
  • Escalation management of service outages
  • Publication of knowledge base articles where appropriate
  • Configuring new items and services to be published via Service Catalogue.