Case Study

ServiceNow Managed Services & Platform Evolution for Zoomin/Salesforce

Full-cycle L2/L3 support, continuous platform optimization, and agile enhancement delivery for the Zoomin/Salesforce enterprise documentation platform — ensuring 24/7 stability, seamless integrations, and scalable growth across a multi-country enterprise environment.

Business Challenge

• Maintaining 24/7 ServiceNow platform support and stability across a global enterprise environment.
• Managing complex API integrations and ensuring reliable data synchronization.
• Driving rapid incident resolution, platform optimization, and continuous enhancements.
• Scaling ServiceNow capabilities to support growing users, processes, and business demands.

The objective was to:

• Ensure stable 24/7 platform operations and performance.
• Provide continuous L2/L3 support, incident management, and proactive maintenance.
• Optimize platform efficiency through ongoing enhancements and automation.
• Maintain reliable integrations with enterprise systems and APIs.
• Enable scalable growth through continuous feature development and agile delivery.

Solution

• Delivered end-to-end managed services, including L2/L3 support, incident management, and proactive platform maintenance.
• Optimized platform performance through troubleshooting, performance tuning, and continuous improvements.
• Enhanced API integrations and data synchronization across enterprise systems.
• Improved knowledge management processes and content accessibility.
• Supported agile delivery of new features, enhancements, and bug fixes.
• Implemented reporting and operational improvements to increase visibility and efficiency.

Key capabilities include:

• L2/L3 support, incident resolution, and proactive problem management.
• Platform optimization, performance tuning, and health monitoring.
• API integration management and enterprise system connectivity.
• Knowledge management and content delivery improvements.
• Agile development of features, enhancements, and fixes.
• Reporting optimization and operational visibility.

Business Impact & Value

Operational Impact

• Improved platform stability through proactive monitoring, maintenance, and L2/L3 support.
• Reduced downtime with faster issue resolution and performance optimization.
• Enhanced knowledge delivery and content accessibility across global teams.
• Strengthened API integrations and data synchronization with enterprise systems.
• Increased scalability to support growing users, content, and business processes.

End-User Impact

• Improved user experience through greater platform stability and faster issue resolution.
• Faster access to technical documentation and knowledge resources.
• Enhanced content discoverability and information accuracy.
• Improved self-service capabilities and overall platform usability.

Summary

Teiva Systems provided full-cycle managed services for the Zoomin enterprise platform — delivering continuous L2/L3 support, API integration management, platform optimization, and agile feature development to maintain 24/7 stability, improve knowledge accessibility, and support scalable platform growth across a multi-country enterprise environment.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

Schedule a meeting

Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

Schedule a meeting

Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

Schedule a meeting