Our Services

ServiceNow Strategy & Architecture

  • We help organisations define a clear ServiceNow vision, connecting strategy, architecture, and execution. From governance design to platform scalability, we ensure every decision supports long-term success and measurable business value.

    • ServiceNow roadmap and maturity assessment

    • Platform governance and Centre of Excellence (CoE) setup

    • Domain separation and multi-tenant design

    • Integration and data architecture planning

    • Security, compliance, and access model design

    • Optimisation of existing implementations for performance and scalability

  • Each engagement starts with a structured discovery and stakeholder alignment phase.
    We work closely with your teams to define architecture principles, prioritise business needs, and translate them into actionable ServiceNow design decisions.
    Our focus is on simplicity, resilience, and scalability, ensuring your platform grows with your enterprise.

  • A clearly defined ServiceNow architecture that’s secure, efficient, and ready for expansion.
    You gain alignment between business objectives and technical delivery, supported by a future-proof platform design that accelerates transformation.

HR Service Delivery (HRSD)

  • Empower your people with seamless HR experiences. FutureNow helps organisations transform manual HR processes into automated, employee-first workflows, improving engagement, compliance, and productivity through the power of ServiceNow HRSD.

    • End-to-end HRSD implementation and optimisation

    • HR case and knowledge management

    • Employee service portal and virtual agent setup

    • Onboarding, transitions, and offboarding automation

    • Integration with HCM systems (Workday, SAP, etc.)

    • Secure data model aligned with organisational policies

  • We begin by mapping your employee journeys, identifying pain points and opportunities for automation.
    Our consultants design intuitive self-service experiences and scalable workflows, ensuring HR teams spend less time on admin and more time driving culture, wellbeing, and growth.

  • A connected HR ecosystem that delivers transparency, speed, and trust.
    Employees gain access to consistent, consumer-grade experiences, while HR gains the insights and automation needed to scale effectively and support the modern workforce.

IT Service Management (ITSM)

  • Delivering resilient, ITIL-aligned service operations, from Incident and Problem to Change and Request. We simplify complex workflows, reduce manual effort, and accelerate resolution times using automation and best practice configuration.

    • End-to-end ServiceNow ITSM implementation

    • Knowledge base and self-service portal setup

    • Intelligent routing, SLAs, and approval workflows

    • Process design aligned to ITIL 4

    • CMDB and ITOM integration for visibility

    • Dashboards, analytics, and continual improvement

  • Our ITSM engagements start with a rapid assessment of your current processes and toolset.
    We then define a delivery roadmap focused on quick wins, measurable ROI, and scalable maturity, from pilot to enterprise rollout.

  • Improved service delivery, reduced operational cost, and enhanced user experience, powered by a ServiceNow platform that’s built to evolve with your business.

IT Operations Management (ITOM)

  • Gain control and visibility across your entire digital estate. FutureNow delivers ServiceNow ITOM solutions that connect infrastructure, services, and cloud environments, enabling proactive operations, reduced downtime, and smarter decision-making through data-driven insight.

      • Discovery and Service Mapping implementation

      • Event Management and AIOps configuration

      • Cloud and hybrid infrastructure integration

      • CMDB design aligned to the Common Service Data Model (CSDM)

      • Automated dependency mapping and health dashboards

      • ITOM visibility, monitoring, and anomaly detection

  • We begin with visibility — understanding how your infrastructure supports business-critical services.
    Our architects then design scalable ServiceNow ITOM solutions that unify monitoring, automate incident detection, and connect infrastructure data directly to your CMDB.
    This ensures faster response, improved resilience, and a single source of truth for service health.

  • A proactive, data-driven IT operations model that prevents issues before they impact the business.
    With ServiceNow ITOM, you gain complete transparency, reduced noise, and automated insight across your technology landscape, powering true service assurance

Customer Service Management (CSM)

  • Deliver exceptional customer experiences with ServiceNow CSM. We help organisations unify customer engagement, automate case resolution, and connect teams across IT, operations, and support, driving loyalty through effortless service.

    • End-to-end CSM implementation and configuration

    • Omni-channel case management and routing

    • Self-service portals and knowledge base integration

    • Workflow automation for issue resolution and escalations

    • Customer journey mapping and service visibility

    • Integration with CRM, ERP, and ITSM for seamless collaboration

  • We start by understanding your customer ecosystem, the channels, teams, and tools that shape each interaction.
    Our experts then design and configure scalable ServiceNow workflows to remove friction, accelerate resolution, and provide real-time insight into performance and satisfaction.

  • A single, intelligent platform for customer service excellence.
    You gain faster resolution times, reduced support costs, and improved satisfaction scores, all powered by connected data and proactive automation.

IT Asset Management (ITAM)

  • Maximise the value of your technology investments. FutureNow helps organisations gain complete visibility and control over their IT assets, reducing waste, ensuring compliance, and enabling data-driven decisions through ServiceNow’s ITAM suite.

    • Hardware and Software Asset Management implementation

    • Lifecycle automation from procurement to disposal

    • Integration with CMDB, SCCM, and cloud inventory systems

    • Software licence compliance and cost optimisation

    • Contract, warranty, and vendor management

    • Real-time asset reporting and audit readiness

  • We start by mapping how assets move through your organisation — identifying gaps, redundancies, and risks.
    Our consultants design ServiceNow ITAM processes that automate lifecycle events, enforce governance, and align asset data with finance and operations.
    The result: an asset ecosystem that supports transparency, efficiency, and strategic decision-making.

  • A unified, accurate, and compliant view of every IT asset.
    You gain improved financial control, reduced operational risk, and the confidence to manage technology responsibly and efficiently across your enterprise.

“Technology alone doesn’t create value, purpose does. By harnessing AI and the power of ServiceNow, we accelerate the outcomes that matter most to businesses and the people they serve.”
— Vladimir Veta (Founder)