Princeton IT Services
Integrations
ServiceNow connected to your ERP, CRM, identity and monitoring tools through its APIs.
Partnerships / ServiceNow
ServiceNow: implemented, connected to the systems you run, and managed for you.
We implement ServiceNow one process at a time, connect it to the systems you already run and automate the requests, approvals and hand-offs around it, so work moves between teams without being retyped. Then we keep the platform running.
What we do with ServiceNow
Where we work together
Workflow automation
Requests, approvals and hand-offs between teams, automated with an audit trail.
Agent-assisted triage
Agents that sort incoming requests and hand the exceptions to a person.
Managed support
Day-to-day administration as part of our managed services.
Implementation
One process at a time, configured as it really runs
A ServiceNow implementation goes well when it starts small and specific: one process, such as IT incidents, service requests or employee onboarding, mapped as it really runs today and then configured on the platform. We agree the scope and how success will be measured, configure the workflow, forms and approvals, bring across the data you need, and train the people who will use it. Each later process builds on the last.
What we do
- The process as it runs today, and what success looks like
- Workflows, forms, approvals and notifications configured
- Data brought across from the tools ServiceNow replaces
- Training for agents, requesters and administrators
Integrations
Connected to your ERP, CRM, identity and monitoring tools
Much of the value of ServiceNow comes from what it is connected to. We integrate it with your ERP and CRM, so requests carry the right customer, order and asset data; with your identity provider, so access follows a person’s role; and with your monitoring tools, so alerts open incidents on their own. Integrations use ServiceNow’s APIs and integration tools, are logged, and raise an alert when they fail. Our Systems Integration practice does this work across all the platforms we connect.
What we do
- ERP and CRM integration for customers, orders and assets
- Single sign-on and role-based access through your identity provider
- Monitoring alerts that open and close incidents
- Integration logs and failure alerts
Workflow automation
Requests, approvals and hand-offs that move on their own
Most delays in a service process happen between teams: a request waiting for an approval, a task waiting for someone to notice it. We automate those steps, so a request reaches the right team with what it needs, approvals go to the right person and come back, and every step leaves an audit trail.
What we do
- Service catalog items with their approvals
- Hand-offs between IT, HR, finance and facilities
- Notifications and escalations when work stalls
- An audit trail on every step
Agent-assisted triage
Agents that sort incoming requests and hand the exceptions to a person
An AI agent can read each incoming request, work out what it is and who should handle it, fill in the fields, and route it, while anything unusual goes to a person. We build these agents the way we build all of ours: behind a safety gateway that limits what they can reach and do, with a log of everything they did.
What we do
- Requests classified and routed as they arrive
- Fields filled in from the request’s own text
- Exceptions handed to a person
- A safety gateway and a full activity log
Managed administration
Day-to-day administration as part of our managed services
Once ServiceNow is live it needs looking after: new catalog items and access changes, reports, and the platform’s regular releases to test and apply. We take that on as part of our managed services, with people who know your configuration and a backlog you can see.
What we do
- Users, groups, catalog items and reports
- Each ServiceNow release tested and applied
- Fixes and small changes from a shared backlog
- Regular checks on performance and data quality
Licensing
Licenses planned with the work
Which ServiceNow products you license, and for how many people, should follow from the processes you put on the platform. We help you work that out before you buy or renew, so you pay for what your teams will use.
What we do
- Products and packages matched to the processes in scope
- User numbers checked against who works in the platform
- Licensing reviewed before each renewal
How an engagement runs
From the first process to a platform we run for you
We start with one process and the systems it touches, put it live and in use, and add the next process on the same foundation. Once the platform is live, we can run it for you.
What we do
- Discovery: one process, its systems and a success measure
- First phase: configured, connected and in use
- Further processes added on the same foundation
- Administration, upgrades and support after go-live
In depth
More on ServiceNow
ServiceNow License Reseller
ServiceNow licenses quoted, renewed and kept in line with use
ServiceNow Implementation and Management Partner
ServiceNow implemented, connected and run for you
Questions
Questions about ServiceNow
What do you do with ServiceNow?
We implement it one process at a time, connect it to your ERP, CRM, identity and monitoring tools, automate the requests, approvals and hand-offs around it, add AI agents that sort incoming requests, and run the platform for you afterwards as part of our managed services.
Can you take over a ServiceNow instance someone else implemented?
Yes. We start with a review of the configuration, the customizations and the upgrade history, fix what would get in the way of the next release, and then take over the day-to-day administration.
Can AI agents work inside ServiceNow?
Yes. We build agents that read incoming requests, classify and route them, and fill in the fields, with anything unusual handed to a person. Each one runs behind a safety gateway and logs everything it does.
Can you help with ServiceNow licensing?
Yes. We help you work out which products, packages and user numbers the processes in scope need, before you buy or renew.
Working with ServiceNow?
Tell us what you are trying to do. We will tell you what we have built on the same platform and what it would take.