Go-live is just the beginning.
DWaaS is Sgital's ServiceNow managed service: a subscription team of analysts, developers and architects who stay with you after go-live. They resolve issues, deliver enhancements, run upgrades and skill up your people, so your platform keeps delivering value long after deployment.
Premier ServiceNow Partner9 years on the Now Platform60 consultants2,000+ AI-powered workflows deliveredCSAT 4.8Deployment is day one. The real work starts after go-live.
Most ServiceNow programmes pour effort into the build, then hand over to a small admin team once hypercare ends. That's when the real demands arrive: new requests, twice-yearly upgrades, new AI features, and users who expect more every quarter. Without post go-live support, adoption stalls and the backlog grows.
Hiring a full bench of specialists is slow and expensive. Project-by-project vendors mean change requests, ramp-up time and lost context. DWaaS closes that gap.
ServiceNow managed services, on subscription
An extension of your team, backed by a deep bench.
You subscribe to a monthly bank of Workflow credits. Use them for whatever your platform needs that month — a P1 incident, a family upgrade, a new catalog item, an integration, a dashboard for the CIO. No dedicated-resource commitment, no change request for every task.
What our ServiceNow managed services cover
Run, fix and evolve — all in one plan.
Each month your credits are split between keeping the platform running and moving it forward, so support shifts from reactive fixes to steady improvement.
Choose the capacity you need. Change it when you need to.
Sustain
- Workflow credits per month: 120
- Incident resolution: Included
- Platform support and advisory: Included
- Upgrades and enhancements: Included
- Integrations, architecture and health checks: Included
- Discovery sprint in month 1: Included
- Unused credits: Roll over for 3 months
- Term: 6 or 12 months
- Best for: Stable platform, steady small backlog
Evolve
- Workflow credits per month: 180
- Incident resolution: Included
- Platform support and advisory: Included
- Upgrades and enhancements: Included
- Integrations, architecture and health checks: Included
- Discovery sprint in month 1: Included
- Unused credits: Roll over for 3 months
- Term: 6 or 12 months
- Best for: Growing platform, regular enhancements
Transform
- Workflow credits per month: 240
- Incident resolution: Included
- Platform support and advisory: Included
- Upgrades and enhancements: Included
- Integrations, architecture and health checks: Included
- Discovery sprint in month 1: Included
- Unused credits: Roll over for 3 months
- Term: 6 or 12 months
- Best for: Multi-module estate, active roadmap
What's a Workflow credit?
Credits buy expert hours, weighted by seniority:
| Role | Credits per hour |
|---|---|
| Consultant (business analyst, developer) | 1 |
| Senior Consultant (senior developer) | 2 |
| Solution Architect | 3 |
Every request draws from one bank, matched to the right level, and your monthly report shows exactly where your credits went.
Not sure which plan fits? We'll review your instance and backlog and recommend one.
The right expert for every task.
Every task is matched to the right level, so you never pay architect rates for a catalog tweak — or get a junior on a complex integration.
Keep your platform ready for what's next.
Every ServiceNow release adds more AI — Now Assist, AI agents, smarter workspaces. DWaaS turns each upgrade cycle into a chance to adopt them safely: we assess what's new, clean up what blocks it, and switch on what pays off. When you're ready to go further, our GoAI 2.0 adoption programme takes you from pilot to production.
Partner with the experts.
Premier ServiceNow Partner: Services Partner, Authorized Reseller, Authorized Training Partner and Built with Now Partner
We stay beyond go-live: we build platforms and then run them. You get a named team that learns your instance, not a rotating pool, so context is never lost between projects and support.
Skills that stay with you: as an Authorized ServiceNow Training Partner, we skill up your admins and process owners alongside the work, so your team grows with the platform.
Experience: 9 years and 2,000+ AI-powered workflows delivered across ITSM, ITOM, ITAM, HRSD, CSM, SPM, GRC, SecOps and App Engine
Transparent: a clear monthly report on credits used, work delivered and platform health
Rated 4.8 CSAT: by 40+ customers across Singapore, Malaysia, India, Australia, New Zealand and the UK
Life after go-live, in practice.
From build to run: a custom application that kept growing
A Singapore-headquartered multinational group · ITSM, ITOM Discovery, custom App Engine application
The group needed a custom compliance application on ServiceNow, plus someone to look after the wider platform once it went live. Its internal team had limited bandwidth for day-to-day support, discovery tuning and enhancements.
Sgital built the application, took it through go-live and hypercare, and then stayed on. We took over platform support and enhancements across ITSM, the custom application and ITOM Discovery, extending discovery to cloud and network infrastructure and improving CI reconciliation and normalisation in the CMDB.
What started as a build became a long-term managed service, renewed for another 12 months in 2026. The renewal added on-demand surge capacity for major incidents, upgrade windows and backlog spikes, so the platform has extra hands exactly when it needs them.
Clearing the backlog with a dedicated DWaaS team
A global engineering group headquartered in Singapore · ITSM, Service Catalog
Internal delivery capacity was stretched. Requests sat idle, catalog items were delayed, and the in-house team was juggling delivery and maintenance at the same time.
We set up a named DWaaS team — a business analyst, a senior developer and a developer — working in two-week sprints against a backlog owned by the client’s product owner. A discovery sprint mapped existing configuration first, so nothing was rebuilt twice. The first focus was high-visibility finance and procurement catalog items with approval chains, cost-centre lookups and SLA tracking.
A predictable monthly capacity, a backlog the business prioritises, and transparent monthly drawdown reporting. Once the finance backlog is cleared, the same team moves on to new catalogs, enhancements, break-fix and reporting.
How it works
Frequently asked questions
Go-live was the beginning. Let's keep going.
Tell us about your platform and we'll recommend the right DWaaS plan.