Run IT as a service, with ServiceNow ITSM
We implement and improve ServiceNow ITSM so that incidents, requests and changes follow one clear process, from the first ticket to the monthly service review. ITIL 4 practices, out-of-the-box first.
The ITSM processes we put in place
Each process is configured on the ServiceNow ITSM product as delivered, then adjusted where your organisation really needs it, so upgrades stay simple.
Incident & Major Incident
Clear categories, assignment rules and priorities so every incident reaches the right group, plus a major incident process with a single communication channel.
- Assignment & priority matrix
- Major incident workbench
- Notifications & escalations
Problem Management
Recurring incidents are linked to a problem, analysed and closed with a known error or a permanent fix, instead of being solved again every week.
- Root cause analysis
- Known error database
- Incident trend reviews
Change & Release
Standard, normal and emergency changes with risk assessment, approvals and a change calendar, so production changes are planned rather than discovered.
- Change models & CAB
- Risk & conflict detection
- Change calendar
Request & Service Catalog
A service catalog your users can actually use: clear items, short forms and fulfilment flows that route each request without manual triage.
- Catalog item design
- Flow Designer fulfilment
- Approval rules
Knowledge & Service Portal
Knowledge articles and a self-service portal that let users find an answer or open the right ticket themselves, which lowers the volume reaching your agents.
- Knowledge lifecycle
- Employee Service Center / portal
- Virtual Agent topics
SLA & Reporting
SLAs that match your contracts, and dashboards that show backlog, breaches and trends to the people who run the service.
- SLA definitions
- Performance Analytics dashboards
- Monthly service review
How we run an ITSM project
Whether you are moving from another tool or tidying up an existing instance, the project follows the same four stages.
Out-of-the-box before custom
Every customisation is a cost at the next upgrade. We only build one when the standard product cannot carry a real business rule, and we tell you which ones.
- 1
Assess
We map how incidents, requests and changes are handled today, in your current tool or instance, and measure the gap with ITIL 4 practices and the ServiceNow standard.
Process maturityCurrent tool reviewPriorities - 2
Design
We agree on the target processes with your service owners, starting from the out-of-the-box product, and list the few adjustments your organisation really needs.
Process workshopsRoles & groupsCMDB scope - 3
Configure & migrate
We configure the instance in short iterations, migrate the open tickets and reference data from your previous tool, and test each process with your agents.
Iterative deliveryData migrationUser acceptance testing - 4
Adopt & improve
We train agents and administrators, support the first weeks in production, then review the figures with you to decide what to improve next.
Agent trainingHypercareContinual improvement
Ready to put your service desk on solid ground?
Book a 30-minute call: we review how your incidents, requests and changes flow today and tell you where ServiceNow ITSM would change the most.