ITSM
Core service management processes that people actually use.
ITSM is where most ServiceNow estates live — and where most underperformance sits. Processes configured in a way that fights how the organisation works get abandoned, and the data stops being trustworthy.
We implement and improve incident, problem, change, request, catalog and knowledge processes around the native platform, so reporting means something and adoption does not need policing.
Good fit if
- The service desk works around the tool instead of within it
- Change management is heavy for small changes and unsafe for big ones
- Incident data cannot answer basic questions about service quality
- You are standing up a new service desk or consolidating several
Useful to have first
- Named process owners for incident, problem and change
- Agreed priority and severity definitions before configuration starts
- Existing process documentation, even if imperfect — it speeds discovery
What the work covers
- Incident management: categorisation, prioritisation, assignment and major incident practice
- Problem management: root cause workflows linked to incidents
- Change management: normal, standard and emergency models with risk and CAB workflows
- Request fulfilment: Service Catalog items, Record Producers and order guides
- Knowledge management: authoring workflow, lifecycle and search
- Service Level Management: SLA definitions and breach reporting
- Agent workspace and portal experiences for the people doing the work
How we build it
Change models are configured per change type (standard, normal, emergency) with appropriate approvals and risk scoring, rather than one heavy process applied to everything.
Catalog items are built with variable sets and Flow Designer fulfilment, reusable across items rather than copy-pasted.
SLAs are defined against task types and priorities with clear stop conditions, so breach reporting reflects reality rather than a lucky default.
Major incident practice is configured end to end: mobilisation, comms, severity, review — not just a checkbox on a form.
What you receive
- Configured ITSM processes aligned to how your organisation operates
- Catalog content and fulfilment flows for in-scope services
- SLA definitions and reporting that match agreed targets
- Agent and end-user experiences (workspace, portal) configured
- Documented process design and a trained service desk
Common questions
Should we use native ITSM processes or customise them?
Start native. ServiceNow’s ITSM processes are mature and upgrade-safe. Customise where your organisation genuinely needs to differ, and record the reasoning so future maintainers understand the platform they inherited.
Can you improve an existing ITSM implementation without rebuilding it?
Yes. A structured review identifies the configuration causing the friction — usually categorisation, routing or approvals — and targeted fixes follow, rather than a re-platform.
How do you handle change approval fatigue?
Standard changes for pre-approved, low-risk work, appropriate models for the rest. Most approval pain comes from one heavy process applied to every change type.
Do you configure major incident management?
Yes: mobilisation, communications, severity model and post-incident review, configured around how your organisation actually responds to major incidents.
Let's talk