Ondaro Launches Outcome-Based, AI-Enabled Managed Services Offering for the ServiceNow Platform

Ondaro Propel delivers ServiceNow platform operations and development as guaranteed client-directed capacity, led by an assigned Service Delivery Manager and accelerated by Ondaro's AI platform

Key facts

• Offering: Ondaro Propel
• Key benefit: ServiceNow platform operations and development delivered as guaranteed monthly capacity the client directs, replacing the reactive, hours-based model of traditional managed services
• Service includes: Outcomes-based capacity across two workstreams, planned development sized in Development Points on a Fibonacci-based scale and operations capacity for incident and service request volume against committed SLAs, led by a named Service Delivery Manager and accelerated by Ondaro's AI platform
• Offer: Ondaro assesses the environment, recommends a capacity level, and scales it as needs change; governance is built into the engagement rather than drawn from delivery capacity
• Target users: Enterprise ServiceNow platform owners who need predictable development throughput against a roadmap alongside guaranteed operational coverage with committed service levels
• Applications: Replacing reactive, hours-based support; prioritizing roadmap delivery with a consistent sizing unit; covering incident and service request volume against committed SLAs; building governance into the engagement; applying AI to story refinement, build and QA, backlog grooming, platform health checks, upgrades, and KPI reporting
• Impact: Moves platform owners from managing their managed services to leading the platform, with an expert advisor accountable focused on outcomes and where the platform goes next, not just what closed this month
• Availability: Available now; learn more at ondarowave.com/operations-advisory-services

SAN DIEGO--(BUSINESS WIRE)--Ondaro, a ServiceNow Elite Partner, today announced the launch of Ondaro Propel, a managed services offering that delivers ServiceNow platform operations and development as committed delivery capacity the client directs, replacing the traditional reactive, hours-based model most common in the market.

"You shouldn't have to manage your managed services," said Jameson Ford, Practice Strategy Lead, AI and Managed Services at Ondaro. "Propel gives you an expert advisor who helps steer the platform forward, connects your priorities to delivery, and stays accountable for where the platform goes next, not just what closed this month."

Many traditional managed services models are built around reactive support and hours consumed. Requests compete for attention, priorities become harder to manage, and platform owners can spend too much time managing the service instead of leading the platform.

Propel is structured around guaranteed monthly capacity the client directs, across two workstreams. Planned development work is sized in Development Points using a Fibonacci-based scale, giving clients a consistent way to prioritize delivery against their roadmap. Operations capacity covers incident and service request volume against committed SLAs. Ondaro assesses the environment, recommends a capacity level, and scales it as needs change. This structure gives platform owners two things at once: guaranteed coverage with committed service levels on the operations side, and predictable development throughput against a roadmap they helped build.

At the center of every engagement is a named Service Delivery Manager (SDM) who acts as the platform's advisor, and acceleration via by Ondaro's AI platform. The SDM connects roadmap decisions to delivery, coordinates the broader Ondaro team, and brings in the right specialist at the right time. Ondaro Propel builds governance directly into the engagement rather than requiring clients to spend delivery capacity on managing the service itself.

"The Service Delivery Manager becomes part of your team," said Ford. "They bring the guidance and governance to help you get more from the platform you already own, while keeping delivery connected to the priorities that matter most."

AI accelerates the work behind Ondaro Propel, supporting story refinement, build and QA, backlog grooming, platform health checks, upgrades, and KPI reporting. Every output remains expert-led and reviewed by Ondaro before it reaches the client, with the Service Delivery Manager accountable for the overall engagement. For more information, visit ondarowave.com/operations-advisory-services.

About Ondaro

Ondaro is a ServiceNow Elite Partner that helps organizations realize value from their ServiceNow platform quickly and where it matters most, including putting AI to work with the governance needed to scale it. With deep expertise across IT, HR, customer service, risk, and asset management, Ondaro works with clients in financial services, healthcare, manufacturing, government, and other industries to simplify workflows and build the operational foundation for what comes next. Learn more at ondarowave.com.