• Incident, Problem, Change, Service Request, Knowledge Management, Service Level Management (SLM): Implementation of core ITSM modules with ITIL v3-aligned processes, focusing on automated workflows, multi-tier SLAs, and incident lifecycle management. We utilize Flow Designer to create automated approval chains, enhancing operational efficiency.
• Dynamic Approvals and SLA-based Automation: Real-time SLA enforcement and dynamic approval workflows integrated with Flow Designer for automatic task escalation, approval, and notification based on real-time business needs.
• Virtual Agent for L1 Automation: Integration of Natural Language Processing (NLP)-driven Virtual Agents for Level 1 incident support via automated conversational interfaces, reducing ticket volume and accelerating issue resolution.
• Automated CMDB Population & Dependency Mapping: Service Mapping and Discovery tools, alongside MID Servers, to automatically populate the CMDB and establish CI relationships, enabling automated impact analysis and advanced change tracking for proactive incident management.

• MID Server-Driven Discovery & CI Population: Configuration of MID Servers for discovery and CMDB population, covering both on-premise and cloud environments (AWS, Azure, GCP) with discovery patterns tailored for infrastructure and application dependencies.
• Event Management & AIOps: Implementation of Event Management and Operational Intelligence (OI) to normalize, correlate, and prioritize alerts across systems using AI-driven event correlation and anomaly detection to eliminate noise and reduce mean-time-to-resolution (MTTR).
• Orchestration & Runbook Automation: Orchestration Workflows developed in Flow Designer for automating routine IT operations tasks such as password resets, user provisioning, incident remediation, and infrastructure recovery with minimal manual intervention.
• Cloud Management (AWS, Azure, GCP): Implement cloud resource provisioning, automated cost optimization, and policy enforcement across multi-cloud platforms via Cloud Management with integrated governance controls.

• Demand Management & Custom Scoring Models: Configuration of Demand Management workflows with custom scoring models to evaluate project prioritization based on business value, resource allocation, and risk assessment.
• Agile and PPM Integration: Integration of Agile methodologies (SAFe, Scrum) with Project Portfolio Management (PPM) tools, providing custom templates, Gantt charts, and Kanban boards for end-to-end project visibility, resource tracking, and Jira/Azure DevOps integration for continuous delivery.
• Application Portfolio Management (APM): Custom APM dashboards for visualizing application lifecycle, financial health, cost tracking, and risk analysis using integrated data from the CMDB, Financial Planning, and Project Portfolio Management.

• Omni-Channel Case Management & Entitlement Workflows: Develop omni-channel case management solutions with integrated entitlements, SLAs, and custom workflows for case routing and resolution. Support includes email, chat, social media (WhatsApp, Microsoft Teams), and phone-based interactions.
• AI-Powered Self-Service: Utilize Knowledge Management and Virtual Agent integration to provide AI-driven self-service portals that facilitate automatic case resolution and escalation to appropriate human agents when needed.

• Employee Service Center: Multi-departmental HR Service Portals utilizing Flow Designer for onboarding, offboarding, leave of absence, and policy acknowledgement workflows, ensuring efficiency and compliance with regulatory requirements.
• HR Case & Knowledge Management: Automate HR workflows (document generation, approval routing, e-signature) and integrate case management for streamlined employee interactions, reducing HR case resolution time.
• Lifecycle Event Automation: Implement automated lifecycle event processes for employees, including onboarding and offboarding, ensuring smooth transitions and compliance with company policies.

• Automated Risk & Compliance Management: Configuring Policy and Compliance Management workflows to automate risk assessments, continuous monitoring, and automated audit trails, ensuring organizations adhere to internal policies and external regulatory requirements.
• Vendor Risk Management: Implementation of third-party risk management workflows using integrated frameworks such as NIST, ISO, and SOC 2, to monitor and manage vendor risk exposure via UCF (Universal Compliance Framework) APIs.

• Security Incident & Vulnerability Response (SIR & VR): Design and deploy end-to-end security workflows for incident response and vulnerability management, with integrations into SIEM/SOAR systems (e.g., Splunk, QRadar, Azure Sentinel) for threat intelligence and incident remediation automation.
• Threat Containment Automation: Create security playbooks using Flow Designer and Orchestration to automate threat containment and resolution in near real-time, enhancing security posture with minimal manual intervention.

• App Engine Studio and Studio IDE: Design and build scalable, scoped applications using Studio IDE or App Engine Studio, incorporating componentized architectures, reusable tables, workflows, notifications, and UI actions to extend out-of-box functionality.
• Scripted REST APIs: Develop custom REST APIs, Web Services, and Table Extensions to extend core ServiceNow functionalities and enable seamless integrations with external systems and applications.

• Client-side Scripting: Utilize Client Scripts (e.g., onLoad, onChange, onSubmit) for real-time UI manipulation and data validation. Implement UI Policies and UI Actions for dynamic client-side functionality.
• Server-side Scripting: Implement advanced server-side scripts including Business Rules (before, after, async), Script Includes, GlideRecord, and GlideAggregate to automate business logic, data retrieval, and processing tasks.
• Flow Designer Actions: Develop custom Flow Designer actions and subflows utilizing Data Pills for dynamic input/output processing, integrating server-side scripting for complex logic.

• Access Control Rules (ACLs): Enforce granular security at the table, field, and row levels using ACLs to ensure role-based access control and protection of sensitive data.
• OAuth 2.0 & JWT Integrations: Secure API integrations using OAuth 2.0, JWT, and Basic Authentication for strong authentication and encryption protocols.

. Integrations & Connectors

• IntegrationHub Spokes: Utilize pre-built and custom spokes for seamless integrations with key platforms like Microsoft Teams, Slack, Zoom, Salesforce, Jira, and AWS, eliminating the need for custom code by utilizing Flow Designer for orchestration.
• API-First Integration: Develop and orchestrate integrations with external systems using REST and SOAP APIs. Leverage MID Servers for secure JDBC, LDAP, and file-based integrations within on-premise environments.

• Event-Driven Architecture: Implement webhooks, message queues (MQ), and event-based triggers using Outbound REST to handle real-time event notification, tracking, and incident creation in ServiceNow.

• Service Portal & Now Experience UI Framework: Customize the Service Portal with AngularJS and Bootstrap, ensuring responsive designs. Implement React-compatible components with Data Visualization Components (DVCs) for dynamic, data-driven user interfaces.
• Mobile Studio: Implement Mobile Studio configurations for ITSM, HR, and CSM modules, enabling mobile-optimized user experiences with MDM integrations for enterprise deployment.

• CMDB Architecture & Health Monitoring: Design CI classes, relationships, and custom data models to ensure accuracy and completeness of CMDB data. Leverage CMDB Health Dashboards to track data health, compliance, and correctness.
• Advanced Reporting: Develop custom reports, dashboards, and Performance Analytics widgets to provide actionable insights into business and IT performance metrics.

• ServiceNow DevOps Integration: Integrate with DevOps tools (e.g., Jenkins, GitHub, Bitbucket, Azure DevOps) to automate change request creation, approvals, and continuous integration (CI) workflows. Implement Automated Test Framework (ATF) for CI/CD pipeline testing.