Ondaro Launches Propel to Shift ServiceNow Support to Capacity-Based Model

Ondaro, a ServiceNow Elite Partner, has launched Ondaro Propel, a managed services offering designed to change how enterprises maintain and scale the ServiceNow platform. The service moves away from reactive support models toward a guaranteed monthly delivery capacity directed by the client.

Propel replaces the traditional hours-based managed services model, which often forces platform owners to manage a vendor's time rather than their own strategic goals. The new structure is split into two distinct workstreams: planned development and operations capacity. Planned development is measured using a Fibonacci-based scale of Development Points, while operations capacity handles incidents and service requests against committed SLAs. To ensure governance, every engagement includes a named Service Delivery Manager (SDM) who serves as a platform advisor and coordinates the delivery team.

The Shift to Outcome-Based Leadership

Many enterprise ServiceNow owners struggle with the administrative overhead of managing their managed services. In traditional reactive models, competing priorities and a focus on hours consumed often stall strategic roadmap progress. By shifting the focus from operational closure to outcome-based leadership, Ondaro aims to eliminate the friction between maintaining a platform and evolving it.

Jameson Ford, Practice Strategy Lead for AI and Managed Services at Ondaro, noted that clients should not have to manage their managed services. He stated that Propel provides an expert advisor to steer the platform forward and connect priorities to delivery, ensuring accountability for the platform's future direction rather than just the volume of tickets closed in a month.

AI Integration and Industry Impact

To accelerate these workflows, Ondaro has integrated a proprietary AI platform into the Propel offering. This AI is used to speed up story refinement, build and QA processes, backlog grooming, and platform health checks. It also assists with upgrades and KPI reporting, reducing the manual effort required for routine platform maintenance.

For the broader industry, this move signals a shift toward predictable development throughput. By combining integrated AI with dedicated governance and a capacity-based model, enterprises can achieve greater operational stability. This allows platform owners to pivot their attention from vendor administration toward business transformation and strategic growth.

Looking Ahead

As enterprises increasingly seek to maximize their investment in the ServiceNow ecosystem, the success of capacity-based models will likely depend on how effectively AI can reduce the technical debt of platform maintenance. Observers will be watching to see if this outcome-based approach becomes a new standard for Elite Partners seeking to differentiate their support offerings from traditional staff augmentation.