How We Work

We optimise IT Operating Models through the design and implementation of processes and data into ServiceNow.

We pride ourselves in our delivery of innovation, integration and implementation.

We are constantly building on our innovative approach, improving our “live ready” processes and focusing on management through data not code. Our real-world process and technical know-how will provide you with a simplified, optimised IT Operating Model able to meet and adapt to growing business demands.

We spend most of our working lives client-side, understanding what it takes to make ESM/ITSM work in the real world. We come with “ready-to-go” process models, not weeks and weeks of workshops. Continual cycles of analysis and configuration ensure the unique elements required by each client are captured and included.

Service Management tooling doesn’t sit in a vacuum. Using a standard based engine drastically cuts time to value for new integrations; opening up huge potential for automating many typical IT activities from shared folder access to auto-deployment of changes.

Our Methodology

Week 1


  • Plan
  • Principles
  • Risks
  • Business Drivers (from clients)
  • Dependencies (from clients)


  • Agreed Plan
  • Project Structure / Approach

Week 2 – 4


  • Process Definition
  • Build Definition
  • ServiceNow Base Config
  • Foundation Data Templates
  • HL Training Docs



What makes you special?

Week 5 – n


  • Process
  • Discovery
  • Outputs


  • Demo and Show & Tells
  • Refine, Build and Process
  • Refine Foundation Data
  • Support Business Change
  • Go Live
  • Post Go Live Support

Week n – 2


  • Continuous Process and Product Refinement
  • End to End Process Walkthrough
  • Preparation for UAT and Go Live


  • Document Updates
  • Roadmap / Continuous Sustainable Improvement Plan (CSIP)
  • Project Close Out

Reliable enterprise service management and automation service since 2010.

We build your integrations. Get a quote

Paul AshfordHow We Work