Kaptius Smart Admin (KSA) Managed Services

Navigate Your ServiceNow Voyage with Kaptius: Your Managed Service Companion

Admin
team-expert

Expert Support Awaits with Kaptius Managed Services

At Kaptius, we extend beyond mere issue resolution to offer a comprehensive Managed Service package for your ServiceNow platform. Our seasoned team of certified professionals is dedicated to not just maintaining, but elevating your ServiceNow instance through strategic upgrades, health scans, and value-driven solution recommendations.

Kaptius Smart Admin (KSA) Offerings

Service Hours

The support hours specified are based on UK Business Hours. The allocated hours for Support and Development are distributed monthly; for instance, 480 hours equates to 40 hours over 12 months. Hours for Advisory & Roadmap consultations can be arranged as needed.

Custom Service

If your needs for a managed service do not align with any of our four standard offerings, we have the flexibility to design a customized service tailored specifically to your requirements for Architectural, Support & development hours.

‘Top Up’ Services

In addition to the above it is possible to buy top up services for projects and additional work - either by a specific role (day rate) or by a bundle of ‘on demand’ hours.

Time & Materials – Rate Card

The following table contains our rate card for top up services which are discounted from our standard list prices for specific project roles.

On Demand Hours

The following table gives the prices for bundles of Developer & Architect hours, again discounted from our standard list price. Usage and hours used totals are accessed via our KSA Service Portal.

Service Levels

The Service Levels for the KSA are shown below.

Incident Management

The following matrix defines our calculation of an Incident’s category.

  • Incident Urgency
  • Incident Impact
  • Incident Priority Matrix

Analytics and reporting

Providing analytics and reporting services to help customers understand how the ServiceNow platform is being used and identify areas for improvement.

Upgrades and migrations

Managing the process of upgrading or migrating customers to newer versions of ServiceNow, ensuring that the platform continues to meet the needs of the business.

We are now a ServiceNow Validated Practice

Rated at Scale & Co-create. The highest level on the ServiceNow Partner maturity scale, across 3 practice areas, ITSM, CSM, and App Engine.

  • ServiceNow Validated Practice: IT Service Management – Advanced (EMEA)
  • ServiceNow Validated Practice: Customer Service Management (EMEA)
  • ServiceNow Validated Practice: IT Service Management – Prime (EMEA)
  • ServiceNow Validated Practice: App Engine (EMEA)
  • ServiceNow Validated Practice: Now Assist for Customer Service Management (EMEA)
  • ServiceNow Validated Practice: IT Operations Management – Advanced (EMEA)
  • ServiceNow Validated Practice: Manufacturing Commercial Operations (EMEA)
  • ServiceNow Validated Practice: Now Assist for IT Service Management (EMEA)
  • ServiceNow Validated Practice: Field Service Management (EMEA)

Kaptius Smart Admin (KSA) Packages

Scroll horizontally to compare all plans.

Service plan comparison
Feature Hatchling Nestling Fledging Full Flight
Support
Support Hours per Year 480 480 960 1200
Portal & Email Support Included Included Included Included
SLA Measured Support Not included Included Included Included
MS Teams Support Not included Included Included Included
Priority 1 (P1) MS Teams Support Not included Not included Not included Included
Platform
Platform Upgrades per Year 2 2 2 2
Patch Management Included Included Included Included
Performance Monitoring Included Included Included Included
Platform Health Review & Fixes Not included Included Included Included
Development
Development Hours per Year Not included 480 960 1200
Manage Integrations Not included Included Included Included
Manage Custom Applications Not included Included Included Included
Develop New Integrations Not included Not included Included Included
Develop New Custom Applications Not included Not included Included Included
Advisory & Governance
Advisory & Roadmap Hours per Year Not included 24 48 96
Technical Architect / CTA Not included Included Included Included
Service Delivery Manager Not included Included Included Included
Architecture & Solution Design Not included Not included Included Included
Certified Master Architect (CMA) Not included Not included Not included Included

Our Case Studies

Reducing Software Costs with Real-Time Usage Data and CMDB Accuracy
ITOM   |   Oct 06, 2026

Reducing Software Costs with Real-Time Usage Data and CMDB Accuracy

Reducing Software Costs with Real-Time Usage Data and CMDB Accuracy

Powering Arsenal FC’s IT Evolution with a Unified & Scalable ServiceNow Foundation
ITSM   |   Oct 06, 2026

Powering Arsenal FC’s IT Evolution with a Unified & Scalable ServiceNow Foundation

Powering Arsenal FC’s IT Evolution with a Unified & Scalable Service...

Faster Processes, Better Data: RM Education’s ServiceNow Transformation
ITSM   |   Oct 06, 2026

Faster Processes, Better Data: RM Education’s ServiceNow Transformation

Faster Processes, Better Data: RM Education’s ServiceNow Transformat...

Value-Added Services

We go beyond mere maintenance to offer a spectrum of value-added services aimed at continually enhancing your ServiceNow instance.

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Platform Upgrades: Seamlessly transition through ServiceNow upgrades, ensuring you leverage the latest features and improvements.
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Roadmap: Seamlessly transition through ServiceNow upgrades, ensuring you leverage the latest features and improvements.
value-added-service
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Our Team

Your success is backed by our team of certified ServiceNow developers and architects. Their certifications reflect proven expertise in ServiceNow solutions. Continuous learning keeps them updated with the latest features and best practices. Together, they bring diverse skills to address your needs. This collective expertise ensures reliable, well-rounded support.

Frequently Asked Questions

How big is your marketing team?

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How big is your marketing team?

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How big is your marketing team?

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How big is your marketing team?

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Our Insights

Kaptius Hits 9 ServiceNow Validated Practice Accolades
ITSM   |   Sep 30, 2026

Kaptius Hits 9 ServiceNow Validated Practice Accolades

Kaptius adds FSM, Now Assist for CSM, Now Assist for ITSM and Manufa...

Kaptius Hits 9 ServiceNow Validated Practice Accolades Gowtham Yeramanasetti
From Service Portal to Employee Slate: How ServiceNow Otto Is Rewriting the Employee Experience
now-assist   |   Sep 08, 2026

From Service Portal to Employee Slate: How ServiceNow Otto Is Rewriting the Employee Experience

ServiceNow Otto powers Employee Slate's AI-first experience, replaci...

From Service Portal to Employee Slate: How ServiceNow Otto Is Rewriting the Employee Experience Rajkumar Yajjavarapu
The EU AI Act timetable after the Digital Omnibus: what actually applies, and when
AI   |   Aug 04, 2026

The EU AI Act timetable after the Digital Omnibus: what actually applies, and when

The Digital Omnibus deferred the EU AI Act’s high-risk obligations t...

The EU AI Act timetable after the Digital Omnibus: what actually applies, and when Poornachander Kola

We win together

A nice bunch of humans is part of the package too.

Understanding the gravity of investing in a platform, Kaptius is steadfast in its pursuit to extract maximum value. Every penny, every hour you invest, matters to us.

We leverage our deep insights and proficiency to ensure that your investment in ServiceNow reaps substantial, tangible benefits, propelling your business forward.

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