What we support on ServiceNow
We work across the whole platform — the data model underneath it, the workflow modules that run on it, the AI layer on top, and the people to keep all three healthy. Out-of-the-box first, customized only where it earns its place.
ServiceNow-certified resources
to place a certified resource
managed platform operations
offshore delivery centre
The Platform, layer-by-layer
Most ServiceNow problems are not module problems — they start at the data layer and surface somewhere above it. We support the whole stack, in the order it has to be built. Read the table bottom to top: that order is deliberate, because AI amplifies whatever the platform already is.
| Layer Architecture | Core Focus & Capabilities |
|---|---|
4 — AI layer | Built last, on purpose ServiceNow Otto, AI agents and orchestration, Predictive AIOps and AI Control Tower — deployed once the data and workflows underneath can support them. |
3 — Operations & lifecycle | Kept healthy Upgrade and release engineering, instance cloning and health management, L2/L3 managed support, Performance Analytics and reporting. |
2 — Workflow modules | Built on the data ITSM, ITOM, ITAM, CSM, HRSD, IRM, SecOps and ESG – configured to standard, extended only where a real requirement demands it. |
1 — Data & foundation | Built first CMDB and Discovery, CSDM alignment, Identification & Reconciliation (IRE), service catalog design, enterprise integrations and data model governance. |
Underneath and on top of the modules
Data, integration & governance
- CMDB & Discovery — population, health dashboards, cloud and hybrid datacenter discovery.
- CSDM alignment — service data mapped to the standard model, region to region.
- IRE — identification and reconciliation rules that keep the CMDB trustworthy.
- Integrations — SCCM, LDAP, ERP, SharePoint migration and custom REST/SOAP.
- Performance Analytics — KPIs, dashboards and the reporting layer above them.
- Governance — CoE setup, reusable templates, solution accelerators and knowledge transfer.
AI on ServiceNow
- ServiceNow Otto — the unified AI assistant; people ask in natural language, Otto acts across systems and closes the loop.
- AI agents & orchestration — task-specific agents built in AI Agent Studio, coordinated by AI Agent Orchestrator.
- Predictive AIOps — anomaly detection, incident prediction and root-cause insight.
- AI Control Tower — one control plane to discover, govern, secure and measure every agent and model.
- AI readiness — the CSDM data, governed workflows and OOTB architecture AI needs to actually perform.
Staff Augmentation
5–7 day turnaround
Certified architects, consultants, developers and support engineers on a T&M basis, for short and long-term needs.
Implementation
OOTB-first
Turnkey or modular delivery — out-of-the-box first, custom applications only where they earn their place.
Consulting
Strategy before build
Pilots, discovery and fit-gap workshops and impact assessments to plan your transition.
Support & AMS
24/7 coverage
Managed support after go-live — upgrades, cloning, L2/L3 and continuous instance health.