Enterprise digital transformation firm and ServiceNow Elite Partner Ondaro announced the launch of Ondaro Propel, an outcome-based managed services solution engineered to modernize ServiceNow platform operations and development. Replacing the reactive, hours-tracked models traditional in IT service management, Ondaro Propel delivers platform management via dedicated, client-directed capacity backed by a named Service Delivery Manager and AI automation tools.
As organizations scale their ServiceNow footprints, traditional support models often create operational friction. Hours-based contracts frequently result in unpredictable development velocity, administrative oversight burdens, and competing priorities between daily maintenance and strategic platform roadmaps. Ondaro Propel resolves these constraints by providing guaranteed monthly capacity across distinct operational and development workstreams.
“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.”
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Guaranteed Capacity and Fibonacci Sizing Architecture
Ondaro Propel structures platform management into two distinct operational lanes to maintain service availability while accelerating application release cycles:
Predictable Development Throughput: Planned roadmap features are sized into standardized Development Points using a Fibonacci-based scale, giving enterprise platform owners a transparent, consistent method for sprint prioritization.
SLA-Backed Operational Support: Dedicated operational capacity absorbs incident tickets and service requests under strict service level agreements (SLAs) without consuming development resources.
Embedded Strategic Governance: Governance, reporting, and advisory sessions are integrated directly into the contract framework, preventing clients from spending delivery capacity on vendor management.
Scalable Capacity Assessment: Ondaro conducts initial environment assessments to establish recommended capacity baselines, adjusting resource allocation dynamically as business demands shift.
“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.”
Accelerating Delivery via AI-Powered Platform Operations
Underpinning the managed service model is Ondaro’s proprietary AI platform, built to accelerate routine ServiceNow lifecycle tasks while maintaining human oversight. The integrated AI toolkit supports user story refinement, automated build and QA testing, backlog grooming, system health audits, platform upgrade cycles, and KPI analytics.
Every AI-assisted output undergoes review by Ondaro specialists and final approval by the assigned Service Delivery Manager, ensuring technical accuracy and enterprise-grade security before deployment into production environments.