Our Expertise

It’s my responsibility to identify and isolate the client’s problem and show them that there’s actually a very simple solution to their complex issue, it’s about making sure that we help them to maximise the opportunities created by working with the ServiceNow platform. We take them back to principles; What does your business need from IT to support its functions and how can ServiceNow workflow those functions to do so with a high degree of consistency, quality and at a low cost? Ultimately the fundamental reason we have IT at all is so that we can underpin the technology needs of the business. The business comes first.

Glen McCarty, Consulting Director

OUR SERVICES

First, we work with you to understand what the priorities are for your business, when we work that out we can make sure we implement things in a way that delivers against the needs of the business and makes sure the business can continue in an effective way.

When we understand the priorities of the business We look at what the COST-VALUE BALANCE of ITSM is we need to build the capabilities necessary to make sure the business is running as it should. These capabilities will have a cost associated with them and we try to balance it out with the value they are providing to your business.

We will help you understand what is the real value and cost of delivering the IT services that your business truly needs and demands.

We look at the fine print for you to build and customise the product.

Our services will be VERY STRATEGIC at the beginning we work out what makes value for you to make sure that you are delivering the best service to their end-user based on their own position and maturity.

We evaluate whether some capabilities will give you value now or in the future as your business matures. Then we start going into more detail. We work with you to understand where your business stands so we can craft the most optimal solution between you and us. It's a PARTNERSHIP.

WHAT IS IT

The IT operations management (ITOM) suite provides the tools needed to discover connected services and to gather and collate alerts triggered by those services. Essentially it’s a ‘command and control’ operational space to identify and isolate issues even before users are aware they exist; the fastest way to resolve an Incident is to restore services before anyone even notices.

ITOM Discovery monitors network connected devices, updating the ServiceNow CMDB and offering real-time understanding of the managed environment.

ITOM Event Management draws alerts from infrastructure and using complex sets of Event profiles correlates, aggregates and filters the alerts to provide intelligence and direction to IT teams on issues in the underlying environment for proactive attention.

BENEFITS

Effective ITOM provides a range of benefits for organizations. This includes predicting issues, minimizing user impact, automating resolutions, modern DevOps, and data connection.

Minimise user impact

ITOM makes it possible to prevent certain issues before they occur, at which point ITOM helps you minimize the impact to end users before they ever experience a problem.

ITOM allows you to identify root causes more quickly and with improved accuracy, by correlating changes and incidents. You can leverage insights to collaborate across teams while also triggering actions based on guided recommendations to eliminate outages, service degradations and further empower staff members.

While both are strategies for IT management, IT service management (ITSM) and ITOM are two different concepts.

ITSM includes activities an organisation does to manage IT services through the entirety of the life cycle, including strategic planning, service operation, service desk, continual service improvement, and design building. ITSM also encompasses the help desk and fulfilment of IT requests that come from employees. Best practices of ITSM are known as the ITIL framework, which describes the life cycle of service in detail.

ITOM is covered under the ITIL framework. ITOM teams are meant to focus on daily tasks for the operation of an organisation’s infrastructure components and applications— all aspects of the “service operation” stage defined in the ITSM lifecycle.

WHAT IS IT

The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.

Knowledge Management supports processes for creating, categorising, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.

BENEFITS

WHAT IS IT

HR service delivery is a term used to explain how an organisation's human resources department offers services and interacts with employees. Traditionally, human resources service delivery was as simple as an open-door policy where employees could stop in, ask questions and pick up needed paperwork. Today the HR service delivery model, fuelled by mobile applications and cloud computing, is undergoing rapid evolution to reflect the demographic changes in the workforce.

Modern HR service delivery models follow a tiered architecture, which gives employees access to varying levels of HR expertise and allows organisations to prioritise HR resources effectively.

Improve employee productivity with enterprise-wide workflows that reach across any digital channel.

Deliver unified work experiences from anywhere.

BENEFITS

WHAT IT IS

Project portfolio management (PPM) is the centralised management of an organisation’s projects. While these projects may or may not be related to one another, they are managed under one umbrella, called a portfolio, to oversee and manage any competing resources. Portfolio management in project management also involves the intake process of projects. This includes identifying potential projects, authorising them, assigning project managers to them, and including them in the overall portfolio. It also includes high-level controls and monitoring to ensure ongoing projects are directly related to the business's overall goals and strategies.

Get visibility into all work—traditional, agile and hybrid. Balance capacity against demand and optimise your portfolios to achieve business value.

BENEFITS