New implementations
A first module or a first instance. Process workshops, configuration close to baseline, migration from your current tool, UAT, cutover and hypercare. Scoped in phases so value lands before the whole programme finishes.
The ServiceNow practice
Most instances do not fail at go-live. They fail eighteen months later, when the customisations no longer upgrade and nobody can explain the data model. We build for that second year.
Four layers, one platform
We work top to bottom, but we fix bottom up. A tidy portal on an untrusted CMDB is a nicer way to be wrong.
What we are asked to do
Instance remediation
Heavy customisation, stalled upgrades, tables nobody owns. We produce a findings report with effort and risk against each item, then work through it in priority order.
CMDB, CSDM and Discovery
Class model, Discovery patterns, service mapping and reconciliation rules, plus a health dashboard covering completeness and correctness that your team runs without us.
Integrations
IntegrationHub spokes, REST and SOAP, MID Server design, event ingestion from your monitoring stack, and identity and HR feeds. Built with retry, logging and a documented failure path.
Upgrades and release testing
Skipped-release catch-up, ATF coverage where regression testing keeps eating your sprints, and a repeatable upgrade runbook you keep.
Custom applications
Scoped apps on the Now Platform when a process genuinely has no product fit, and an honest recommendation against building one when it does.
Product areas we staff
Depth over breadth. If a request sits outside this list we will say so and point you to someone who does it properly.
- ITSMIncident, request, problem, change, knowledge, catalogue
- ITOMDiscovery, service mapping, event management, health
- ITAMHardware and software asset lifecycle, licence position
- HRSDEmployee centre, HR cases, onboarding journeys
- CSMCustomer cases, portals, field service, account hierarchies
- SecOpsSecurity incident response, vulnerability response
- IRMPolicy, risk register, control testing, audit workflows
- SPMDemand, project and portfolio, resource and time
Questions we get before signing
Ask these of any consultancy you shortlist, including us.
On AI features
We will help you assess Now Assist and predictive intelligence honestly, which usually means fixing data quality first. Automation on top of a poor CMDB scales the error, not the saving.
Do you work fixed-price or time and materials?
Both. Assessments and clearly bounded phases are fixed-price. Discovery-heavy or remediation work is usually time and materials with a capped estimate, because pricing unknown scope as fixed simply moves the risk into padding.
Will you customise our instance?
Only where a documented requirement cannot be met with configuration, and only with the upgrade cost written down beside it. Everything we add is scoped, tracked in an update set or application repository, and handed over with notes.
Can our admins stay involved during the build?
We prefer it. Your team sits in the build sessions and takes work items alongside us. It costs a little velocity and saves a great deal of dependency.
What happens at the end of an engagement?
You get configuration documentation, the decision log, test artefacts and a walkthrough with your admins. Retained support is available and is never a condition of the handover.
Do you resell ServiceNow licences?
No. We advise on licence fit and subscription right-sizing independently of what you buy and from whom, which keeps that advice free of a commission we would otherwise be earning.
Tell us what is stuck
One email, one reply from a person who will actually do the work. No sales sequence, no discovery deck.