[01] ServiceNow
ServiceNow yourteams actually use.
Portals, workspaces and custom apps designed around how people work, with AI and Microsoft Copilot built in, and without paying for modules you don't need.
[02] What we build
Built around your people.
ServiceNow can do almost anything. Most of the cost is in the parts people find confusing. We design and build the pieces employees and agents use every day.
- 01
Portals + Employee Center
Service portals people can find their way around: a catalog in plain language, forms that ask only what's needed, and knowledge that answers the question before a ticket is opened.
- 02
Agent workspaces
Workspaces laid out around the work, so agents see the right record and context with fewer clicks per ticket.
- 03
Custom apps
Scoped apps on the ServiceNow platform that replace the spreadsheets, shared inboxes and side tools teams use to work around it.
- 04
Integrations
ServiceNow connected to the systems around it, like HR, finance, identity and Microsoft 365, so data stops being copied by hand.
- 05
UX research + redesign
Interviews, ticket data and clickable prototypes before anything is built, so the redesign fixes what's actually slowing people down.
[03] AI + Copilot
AI where people already work.
Most employees live in Teams and Outlook, not the ServiceNow portal. We bring ServiceNow to them, and put AI where it saves real time.
- 01
ServiceNow in Microsoft 365 Copilot
Microsoft's connectors bring your ServiceNow knowledge, catalog and tickets into Copilot and Microsoft search. We set them up, choose what gets indexed, and map permissions so people only see what they should.
- 02
Copilot agents that open tickets
Those connectors are read-only. To let people open, update or check a request from Copilot or Teams, we build a Copilot Studio agent connected to ServiceNow.
- 03
Now Assist, set up properly
If you've licensed ServiceNow's built-in AI, we configure it around your processes: case summaries, resolution notes, knowledge drafts and search.
- 04
Custom AI on your own model
ServiceNow can run custom AI skills on your own AI provider, like Azure OpenAI. Useful when you already pay for one or need control over where data goes.
[04] Custom saves money
Pay for what you use.
ServiceNow is expensive to over-buy and expensive to over-customize. We help you avoid both.
- 01
Start with what you license
ServiceNow's built-in AI comes with a higher license tier and usage-based charges. Many teams already pay for Microsoft 365 Copilot and have unused ServiceNow capability. We map what you have before recommending anything new.
- 02
Build the feature, not the module
When you need one capability from a module, a small scoped app is often the cheaper path. When the module is the better buy, we'll tell you.
- 03
Fewer tickets at the source
A portal people can use and knowledge that answers questions means fewer tickets reach your agents in the first place.
- 04
Upgrade-safe by default
We configure before we customize and keep custom work in scoped apps, so upgrades stay routine instead of turning into projects.
[05] Process
Discover. Design. Build. Adopt.
Short phases, real users in the loop, and nothing built before it's been tested as a prototype.
- 01
Discover
Interviews, ticket data, your licenses, and a walk through how work really flows. You get a short list of what's worth fixing first.
- 02
Design
Clickable prototypes tested with the people who'll use them, before anything is configured.
- 03
Build
Configuration first, custom code only where it pays off, in your sub-production instance with your team reviewing as we go.
- 04
Adopt
Launch support, short training, and usage tracking, so we can see what people use and fix what they don't.
01What does ServiceNow UX design cover?
The parts of ServiceNow people actually touch: the service portal or Employee Center, the catalog and its forms, knowledge articles, and the workspaces agents use. The goal is fewer clicks, fewer wrong requests, and less time spent working around the platform.
02Can Microsoft Copilot work with ServiceNow?
Yes. Microsoft has connectors that bring ServiceNow knowledge articles, catalog items and tickets into Microsoft 365 Copilot and Microsoft search. They're read-only, so to open or update tickets from Copilot or Teams we build a Copilot Studio agent connected to ServiceNow.
03Do we need Now Assist to use AI with ServiceNow?
Not always. Now Assist is ServiceNow's built-in AI, licensed as a higher tier with usage-based charges. If your people already use Microsoft 365 Copilot, connecting ServiceNow to it may cover a lot of what you need. We lay out the options and what each one costs before you decide.
04Will custom work make our upgrades harder?
Not if it's done right. We configure before we customize, keep custom work in scoped apps, and avoid changing ServiceNow's own code, which is what usually makes upgrades painful.
05Do you work with our admins or implementation partner?
Yes. We often take the UX, portal and AI pieces while your admins or partner own the platform. We work in your instances and follow your release process.
06How does a project start?
Usually with a short discovery: we review your portal, catalog, ticket data and licenses, then come back with a prioritized plan and a proposal for the first phase.