The 10-Day ServiceNow Instance Health Report
A fixed-scope, fixed-fee diagnostic of your ServiceNow platform — delivered in two weeks, scored 0–100 across six dimensions, with a prioritized action plan you can hand straight to your team or your next implementation partner.
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ServiceNow work delivered for teams at
You inherited an instance. Nobody can tell you the truth about it.
Maybe you took over the platform. Maybe you're about to upgrade, sign a new partner, or fold in another company's instance. Maybe you just want to know whether the team you're paying is doing a good job. Internal reviews are political; your current partner won't audit their own work; a full assessment from a Big-4 takes a quarter and reads like a brochure. This is the in-between thing: two weeks, one senior pair of eyes, a number, and a plan.
Six dimensions. Every one scored, every one evidenced.
Not a checklist someone read off a slide — the things that actually decide whether your instance is an asset or a liability.
Platform Hygiene
Update-set discipline, changes sitting in Default, deprecated APIs, instance-to-instance drift, who actually owns admin. The first number we look at is how much is sitting in Default — it's the fastest read on whether anyone owns this instance.
Security & Access Control
ACL coverage gaps, elevated and orphaned roles, public pages, script-injection surface, and whether your ACLs order or just stack — because every stacked rule is a new way in, not a way to lock down. We find what a curious employee (or worse) would find.
Performance & Scale
Slow transactions, table bloat, missing indexes, scheduled-job contention, semaphore exhaustion. Slow ServiceNow is almost never the platform — it's a business rule running a query inside a loop, or a job that should have been an event. We tell you which one.
Customizations Debt
Out-of-box vs. custom ratio, business-rule sprawl, client-script weight, hard-coded references, and the customizations that will block your next upgrade. We don't count customizations to shame you — we tell you which ones to retire before they break the upgrade.
Integration Health
IntegrationHub and REST reliability, MID Server status, error and retry handling, credential hygiene, orphaned integrations. Half the integrations we audit have no retry logic and a credential that expired months ago — "working" until the day they aren't. We find those first.
Roadmap Alignment
Version currency and upgrade readiness, licensed-but-unused capabilities, alignment to ITIL / HRSD / CMDB practice, and where you're leaving value on the table. You're probably paying for capabilities you've never switched on. We tell you which.
Run HRSD, CMDB or heavy ITSM? We bring module-specific checklists. For HRSD, for example, we check whether lifecycle events route by ordered criteria or just stacked conditions — the single most common reason onboarding cases land in the wrong queue.
An Instance Health Score, 0–100
One headline number, six sub-scores, RAG-rated — on the cover of the report and on the readout call. The thing your CIO actually remembers.
Ten working days. Two weeks, start to readout.
Remote-first. We need read-only access and about four hours of your team's time across the two weeks — that's the whole ask.
Access & Context
Read-only admin access, kickoff with the platform owner, short calls with two process owners, baseline instance stats pulled.
Platform Scan
Automated and manual review across all six dimensions — instance scans, ACL audit, customization inventory, integration logs, performance traces.
Interviews & Validation
We walk the findings past your admin team, separate symptoms from root causes, and pressure-test what's real before it goes in the report.
Score, Plan & Readout
Final scoring, prioritized recommendations, written report delivered, and a 90-minute readout call with your team — recorded.
Five things, not a slide deck.
Everything in the engagement is built so you can act on it — or hand it to whoever does.
The Instance Health Score
0–100 overall, six RAG-rated sub-scores, with the methodology so you can re-run it later.
The written report (~15–25 pages)
Every finding with evidence, severity, and the screenshot or query that proves it. No hand-waving.
A prioritized action plan
Each finding sized S / M / L, scored for impact, and sequenced — so "what do we fix first" already has an answer.
A 90-minute readout call
With your team, recorded, so the people who weren't in the room still get it straight from us.
A 30-day follow-up call
One call, four weeks later, to answer the questions that only show up once you start executing.
When this is exactly right — and when it isn't
Book it if…
- You inherited an instance and need to know what you actually have
- You're 3–12 months from a major upgrade
- You're about to run an RFP for a new implementation partner
- A merger or reorg means consolidating instances
- You want an independent read on whether your current partner is doing good work
Skip it if…
- You need hands-on remediation now — the report scopes that work, it doesn't do it
- You want a sales pitch dressed up as an audit (you'll be disappointed — we'll tell you what's wrong)
- You already have a clear, agreed picture of your platform's health and just need delivery hands
When remediation is the answer, the report becomes the statement of work — and the fee is credited in full against any remediation engagement booked within 60 days.