ServiceNow
Certified developers. Senior-reviewed. Upgrade-safe.
Health checks, scoped projects and named developers across ITSM, ITOM, risk, HR and App Engine, for companies on ServiceNow and for ServiceNow partners in Singapore and Australia.
Certifications heldCSA · CAD · CIS-ITSM · CIS-Vulnerability Response · CIS-Risk & Compliance · CIS-CSDM
| Your situation | What we do | How to start |
|---|---|---|
| The CMDB is full of duplicates and nobody trusts it | CSDM alignment, identification and reconciliation rules, Discovery tuning, CMDB health dashboards | Health check, then scoped fix |
| Upgrades are slow because of skipped records | Skipped-record review, revert to out-of-box where safe, script refactoring, ATF regression tests | Health check, then scoped fix |
| An audit or regulator review is coming (MAS, APRA) | IRM controls and attestations, vendor risk tiering, scanner integration into Vulnerability Response | Scoped project |
| HR and IT requests still run on email and spreadsheets | Employee Center, catalogue items, joiner-mover-leaver flows with Entra ID and Intune | Scoped project |
| Fulfiller licences are assigned but rarely used | Role and licence usage review, clean-up of inactive fulfillers and broad admin access | Health check |
| Your admin is buried in BAU tickets and small changes | A named certified developer working your backlog, in your stand-ups | Month-to-month developer |
| You are a partner short of certified people | Developers working under your delivery lead and methodology | Partner capacity |
CSDM and CMDB before features
Routing, risk scoring and reporting depend on clean service data. We fix the model before building on it.
Configure before customising
Flow Designer, UI Policies and out-of-box tables first. Less custom code means fewer skipped records at upgrade.
Least privilege by default
Scoped apps, explicit ACLs, no hard-coded sys_ids and no broad admin roles.
Built outside production
Developed and tested in sub-production, then promoted by update set or app repo through your change process.
Tested before release
Instance Scan checks and ATF tests on key flows, re-run at every upgrade.
Fast forms, right-sized licences
Asynchronous server calls, efficient queries, and fulfiller roles granted only where the work needs them.
Findings arrive
Qualys or Tenable results load into Vulnerability Response on a schedule.
Scanner integration creates vulnerable items and matches them to configuration items through identification rules.
Asset context added
Each finding is linked to the affected server or app, its business service and its owner.
CMDB lookup against CSDM business and technical services; support group taken from the service.
Risk scored
Severity is combined with how critical the asset is to the business.
Risk calculator using CVSS and asset criticality; assignment rules route by support group.
Fixed and tracked
The owning team gets a remediation task with an SLA. Exceptions need approval.
Remediation tasks, SLA definitions and an exception approval flow, with a linked change request for patching.
HR creates the hire
A new starter is entered in the HR system.
Workday or SuccessFactors integration opens an HR lifecycle event case in HRSD.
Teams act in parallel
IT, facilities and payroll tasks open at the same time.
Lifecycle event activity sets orchestrated in Flow Designer, each with its own fulfilment group.
Account and laptop prepared
Login, licences and device are ready before the start date.
IntegrationHub spokes create the Entra ID user and groups, assign licences and register the Intune device; a hardware asset is allocated.
Day one, and the exit
The employee tracks progress in Employee Center. On exit, the same flow removes access and recovers equipment.
Employee Center to-dos; an offboarding event disables the account, removes group access and opens asset recovery tasks.
Each area scored 0 to 100 from automated instance checks and manual review, then weighted into one overall score. Security carries the most weight.
| ID | Area | Finding | Severity | Effort | Fix by |
|---|---|---|---|---|---|
| HC-01 | Security | 27 users with the admin role | High | S | 30 days |
| HC-02 | Security | Broad read access on 9 tables | High | M | 30 days |
| HC-03 | Upgradeability | 214 changed out-of-the-box records skipped at upgrade | High | L | 90 days |
| HC-04 | Manageability | Hard-coded record IDs in 14 business rules and scripts | Medium | S | 30 days |
| HC-05 | Performance | Synchronous server calls in client scripts on 6 forms | Medium | M | 60 days |
| HC-06 | User experience | 41 catalogue items with no requests in 12 months | Low | S | 60 days |
IRM and vendor risk rollout
Moved compliance tracking off spreadsheets into IRM: authority documents, control objectives, attestation workflows and tiered vendor risk assessments.
CSDM-aligned CMDB clean-up and service mapping
Cleared duplicate and stale CIs across hybrid infrastructure. Built Discovery patterns, identification and reconciliation rules, and service maps for tier-1 applications.
Migration from RSA Archer to ServiceNow
Moved incident records, playbooks and compliance workflows into Security Incident Response and App Engine, with role-restricted tables and dashboards.
Family upgrade remediation and ATF
Worked through skipped records, refactored DOM-manipulating client scripts into GlideAjax and UI Policies, and built an ATF pack for core ITSM and change flows.
Platform developer
Catalogue items, flows, forms, reports, ACLs and the day-to-day enhancement backlog.
Module and integration specialist
Module rollouts, CMDB and identification rules, portals and IntegrationHub integrations.
Design and review
Data model decisions, health checks, update set review and upgrade planning, on every engagement.
ServiceNow FAQ
Are you a ServiceNow partner?
No. We are an independent team of certified ServiceNow developers. We work directly with companies on ServiceNow, or alongside ServiceNow partners under their delivery lead and process.
Can you work alongside our existing ServiceNow partner?
Yes. We can take a defined part of the backlog or a module, working to their standards and release process.
What access do you need?
A named account in your development or test instance, with only the roles the work needs. Admin rights only if agreed for a specific task.
What does a health check cover?
Security, performance, manageability, upgradeability and user experience, with prioritised findings and a 30/60/90-day fix plan. Scope, timing and any fee are agreed on a short call.
How do you handle skipped records at upgrade?
We review each one against the new release, revert to out-of-box where safe, merge the logic you still need, and add ATF tests so the next upgrade is quicker.
Talk to a ServiceNow lead
A health check, a scoped piece of work, or a named developer.