ServiceNow — our largest area

ServiceNow coordinates requests, incidents, changes, approvals and services across a business. Getting it right depends less on switching features on and more on deciding who owns each process, what information each step needs and how success is measured. We help partners with:

• Service management processes. Incident, request, change and problem processes configured to the customer’s real way of working.
• CMDB and configuration data. Data models, discovery and health checks, and the unglamorous work of cleaning data before it is relied on.
• Service portals and catalogs. Clear request forms and portals that users actually choose to use.
• Workflow and flow design. Approvals, notifications and automation with sensible ownership.
• Integrations. Connecting ServiceNow to monitoring, identity, HR and other business systems.
• Testing, upgrades and support. Test evidence, upgrade preparation and steady managed support once a platform is live.

AI — our second area

AI work succeeds when the use case is well chosen and the data is ready. We help partners pick use cases by looking at the decision being supported, the effort involved and the consequences of a wrong answer. We check data quality and access before anything is built, design evaluation so results can be trusted, and decide what a human must review. We also help put AI into existing processes, including ServiceNow workflows, without losing accountability.

• AI use-case selection. Choosing where AI is worth trying, and where a plain rule or a person is the better answer.
• AI data readiness. Checking that the data an AI feature needs exists, is accessible and is accurate enough.
• AI evaluation. Designing tests against real examples so an AI feature is judged on evidence, not on a demonstration.
• AI governance. Recording what each AI feature is for, who reviews its output and what happens when it is wrong.

Partners use this AI work in two ways: as a standalone engagement for their own customers, or as an added layer on a ServiceNow project they are already delivering.

Salesforce — a smaller area

Salesforce is the smallest part of our work, but we take it seriously. We support Salesforce projects that need CRM workflow design, integration with other systems and data migration and cleaning.

• Salesforce workflow design. Working out how leads, opportunities and cases should move through the CRM, and who owns each step.
• Salesforce integrations. Connecting the CRM to billing, support and marketing systems so information is entered once.
• Salesforce data migration. Cleaning and moving customer records, with checks before and after, because poor data is the most common surprise in a CRM project.

A partner that already delivers Salesforce work can use us for extra capacity on a defined stretch of a project. We take on a limited number of these engagements and state our limits early.

Being clear about limits

No small team is expert in everything. When a project needs a skill outside our range, we say so early and, where we can, suggest who might fill the gap.