ServiceNow ITSM – Complete Package

  • Fully licensed

  • Fully implemented

  • Fully supported

ServiceNow ITSM – Complete Package

  • Fully licensed

  • Fully implemented

  • Fully supported

  • Fully licensed

  • Fully implemented

  • Fully supported

Yes, that’s right, ServiceNow, the industry leader, fully implemented and fully supported for less than £98k PA!!

Would you like to find out more? Fill in the form below and lets chat??

Really, that’s it! We’ll work with you from a licensing, requirements and timeline POV to ensure that you get what you need from the number one service management solution platform to enhance your BAU operations from day 1!

You get:

  • ServiceNow ITSM Standard

  • Up to 200 fulfillers (agents)

  • Scoping and consultancy time to understand where you would benefit most

  • Fully defined cut over strategy from your existing solution.

  • Full implementation (typically taking circa 3months start to go live) planned around your operational calendar

  • Full onward support from our in-house team of ServiceNow specialists for the duration of your contract term – typically 3 years

  • If part of your future (or immediate) strategy is expansion of the platform for additional capability, (e.g. such as ITOM) will mean additional investment which of course we can discuss as appropriate – important to note, licencing and other elements associated to this will be in line with the licencing model we’re making available for ITSM standard.

  • ServiceNow delivers more ROI the more it is invested in. Xcession will provide support but your organisation should think about a 3+ year strategy for maximising the platform

In terms of delivery and approach, we follow the NowCreate methodology and have outlined the main areas where your involvement will be crucial to delivery success. We work in a highly collaborative manner and will endeavour to ensure that wherever possible, we take the burden off your shoulders (as appropriate!). We provide guidance, ideas and will outline where and what has worked really well elsewhere so you can make informed decisions as to whether that approach is going to be the right approach for your delivery aims!

Xcession recommends following NowCreate Methodology and our proven approach for successful delivery.

ServiceNow Platform & ITSM

During this phase Xcession will perform activities needed to establish the technical foundation for successful implementation of the ITSM modules. These activities include:






  • Preparation sessions
  • Kick off meeting and design workshops
  • Design documentation
  • Definition of User Stories
  • Sprint planning and execution
  • Configuration vs customisation always
  • Unit & System Testing
  • UAT Training
  • Support your teams during UAT execution
  • Collaborate closely with your teams on business change and communications
  • End User Training & Knowledge transfer – train-the-trainer and recorded videos
  • Defined cut over strategy from existing solution
  • Hypercare
  • Handover to BAU Operations

What we need

The goal is to ensure there is absolute clarity on whats needed for successful delivery. Activities include:

  • Executive Sponsorship
  • Attendance at Kick Off session and design workshops
  • Process owners who can make decisions on behalf of your organisation
  • Foundation Data
  • Provide requirements specifically for Service Catalog
  • UAT Preparation
  • SME support for Integrations e.g. Azure AD
  • Attendance at training sessions or recorded sessions
  • Support for Business Change and Communications to the business
  • UAT Execution
  • Strategic Ownership of the ServiceNow Platform
  • Clear operational model in place to drive the platform forward post go live

Absolutely! Implementing and utilising ServiceNow provides a solid foundation for further development of service management in the areas that matter most to you – having Xcession implement ITSM Standard sets the scene for onward success and progression. No matter which operational areas you need to address in future, ServiceNow allows for extensive application across your wider enterprise and into areas beyond IT such as HR, Facilities, Finance, Security and more!

Options for Phase 2 and Beyond

Along with a proven track record of successful implementations, not only with ServiceNow, we have BROAD expertise and exposure across a number of leading vendors in a multitude of verticals – we live service delivery and we know what works! Within our senior leadership team alone there is over 100 years of real world operational experience!

Xcession value add

We believe our work should benefit customer outcomes in the following three key areas, detailed below are ways in which this will be achieved.

Improve internal and external user experience Easy User access to key services, through the right channels

  • Launch new Service Catalogue based on key user demand
  • Improve Knowledge Base and availability to self help/self determination
  • Deployment of Virtual Agent to provide Users what they need first time across specific knowledge, catalog items and the ability to integrate with other systems

Faster access, better response, faster closure:

  • Review and improve IM processes, minimum data sets for IM, and ensure agents have correct data from the CMDB
  • Use Prediction Intelligence (ML) to create models for Incident Assignment Classification
  • Automate wherever possible
Improve agility to support service evolution Build foundation for anticipated future evolution:

  • Ensure foundation data is configured to support organisational structure and services both clinical and non-clinical

Data led insights & improvements:

  • Use Performance Analytics to baseline and measure KPI’s across multiple IT processes. Taking these baselines and recording improvement which can be executed through CSI activities
Improve Service Management productivity Ecosystem management:

  • Use Integration Hub to automate Request fulfilment and process Incidents via automation
  • 3rd party management for vendors, contractors, support contracts etc

Improve Problem Management:

  • Create a clustering model which shows the real cluster of Incidents in your ITSM which is effective for Problem Identification and root cause analysis

Simple, fill in the form below, get in touch and let’s have an initial conversation, understand a little more about you (and you us) and then we can collectively plan in the following steps accordingly 👍 Our aim is to make the whole process as hands off and friction free for you as possible!

Get in touch and we’ll get right back to you