Automate your IT service management and make informed decisions about your IT infrastructure with a tailored ServiceNow solution.

With 10+ years of experience in ITSM, ScienceSoft provides ServiceNow consulting services that bring visibility to IT processes and infrastructure of our customers, allow a prompt response to disruptions in IT processes, minimize a negative impact of infrastructural changes and help to optimize IT support costs.


ServiceNow Certified - ScienceSoft

  • ServiceNow Partner
  • 9+ years of experience in ServiceNow consulting and implementation
  • ITIL-certified team members
  • Certified ServiceNow System Administrators and Implementation Specialists

Our ServiceNow projects

ServiceNow Customization for a Multinational Confectionery Manufacturer with 50,000+ Staff


1. One-time consultation

If you have encountered a ServiceNow challenge and have no idea how to solve it, we’re always ready to use our ServiceNow knowledge to help. After finding a way to address your challenge, we can proceed with its implementation. For instance:


Challenge: IT support members are performing inefficiently and you need to figure out how to improve their performance.

Possible solution

Possible solution: We suggest configuring the Performance Analytics functionality in your ServiceNow for you to be able to find low-performers or identify other problem areas in your IT processes.


Challenge: Your company has to manage different overlapping Service Level Agreements (SLAs) with different vendors.

Possible solution

Possible solution: We propose to create different workflows, configure the Service Level Management application and integrate your ServiceNow with your vendors’ ITSM solutions. This way, it’ll be easier to control the quality of your services.

2. ​Full implementation of a ServiceNow solution

Proposing ways to solve ServiceNow-related issues isn’t everything ScienceSoft can do. Upon analyzing your problems and proposing solutions to them, we can supplement our services with:

  • ServiceNow implementation with its alignment to your business processes.
  • ServiceNow-based custom application implementation focused on your specific business needs (e.g., applications for integrations, user satisfaction surveys, data import for updating CMDB, Foundation Data, etc.).
  • Expansion of the existing ServiceNow functionality (e.g., to cover more ITIL processes).
  • Integration of ServiceNow with other systems (Jira, SolarWinds, CMS, ERP, email services and more).
  • Migration from legacy ITSM systems to the ServiceNow platform.
  • Maintenance and support of your ServiceNow instances.

3. Ongoing improvements

Optimizing IT services is not a one-time matter, but a lasting process. In order to improve your IT services more efficiently, we can help you find and eliminate flaws on a constant basis. We do it like this:

Ongoing improvements of ServiceNow solution


Incident Management

Incident Management

Experienced in implementing Incident Management for multinational companies with 50,000+ employees, our team starts out with analyzing your workflows to configure a ServiceNow Incident Management solution. While implementing each solution, we focus on:

  • Convenience of incident initiation for users (emails, phones, chats, or self-service portals).
  • Automatic ticket assignment based on rules for matching tickets and IT teams.
  • Systematic approach to settling IT service issues through linking related incidents, problems and changes.
  • Minimum efforts required for settling similar incidents due to a constant enrichment of the Knowledge Base upon closing every incident.

Problem Management

Problem Management

To enable timely detection and elimination of incidents’ root causes, we can help you tune a ServiceNow Problem Management application to seamlessly execute Problem Management workflows that are specific to your company. With our solutions, we aim at:

  • Quick problem resolution based on automatic task assignment, timely escalation, root-cause analysis, collaboration features and more.
  • Service consistency through associating multiple incidents with a problem, generating related changes, and automatic cascaded closing.
  • Prevention of similar problems with a constant reinforcement of the Knowledge Base.

Event Management

Event Management

Integrated with your monitoring tools, Event Management gives a comprehensive view of all the events within your organization. With this information at hand, the IT support team can take action even before an issue occurs and users report incidents. Your company will get a full picture of the affected Configuration Items (e.g., infrastructure elements and services) and associated incidents so as to accurately prioritize events. To reduce the time required for an event settlement, we’ll configure your ServiceNow to process events automatically based on rules for aggregating related events into alerts entailing alerts acknowledgment.

Request Fulfillment

Request Fulfillment

Our ServiceNow consultants can help your enterprise define Request Fulfillment workflows within your ServiceNow while keeping the process compliant with your company’s procedures. This will help to:

  • Automate the processing of standard user requests for IT services (e.g., password resets).
  • Enable an automatic journey of requests for Service Catalog items or services ordered within your ServiceNow, from their assignment to Fulfillment Groups through request approval to item delivery.

We can also integrate your ServiceNow with third-party systems of your vendors, if involved in the item delivery process.

Change Management

Change Management

Possible risks caused by changes in an IT environment can be minimized with the change planning and managing functionality. Our team offers ServiceNow-based Change Management solutions, supporting:

  • Visibility into the potential impact of changes on Configuration Items (CIs) with an ability to expand tracked CI classes in accordance with your company’s requirements. For example, apart from business services, you may also need to track servers, applications, DB instances, etc.
  • Interconnections between changes and related incidents/problems for a deeper analysis of the change outcomes.
  • Extended features for risk assessment and change approval that fit your company’s particular needs.

Knowledge Management

Knowledge Management

To prevent similar IT issues or resolve them faster, ScienceSoft can help you turn the information accumulated in your ServiceNow into valuable knowledge that is easily accessible to users across the organization with respect to their roles.

With a Knowledge Management application, you can let admins create, edit, review, and share knowledge articles upon closing incidents and problems to leverage the experience of settling IT service issues. In their turn, users can benefit from self-service while searching for helpful information in a dedicated part of the Knowledge Base before turning to the Service Desk.

Service Level Management

Service Level Management

For companies relying on partnerships to sustain end customers’ high level of satisfaction, solutions for managing SLAs can be a necessary part of operations. With them, companies can automatically track and analyze the quality of third-party services to prevent mishaps and inconsistencies in delivering services to end customers.

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Complexity in aligning ServiceNow with your company’s needs

Out-of-the-box ServiceNow functionality will hardly be able to meet your company’s requirements. Carefully tailoring its rich functionality to your company’s processes and policies is a complex procedure. It requires in-depth knowledge of the platform as well as comprehensive experience in aligning it to the needs of a particular enterprise, which ScienceSoft proves skillful in.

Perplexities in deciding between out-of-the-box functionality and deep customization

It can be difficult to find the right balance between using out-of-the-box functionality and going for deep customization. ScienceSoft can help both determine what exactly your company needs and implement any configuration or customization required.

Risks of low return on substantial investment

Though ServiceNow is a powerful tool that can help you reduce costs and optimize your IT processes and infrastructure, there’s still a risk that substantial investment into the system will not pay off. To ensure that ServiceNow’s effect on your business will be worth the invested money, ScienceSoft can guide your company through every step of the way and help you maximize the benefits ServiceNow brings.

Lack of the wider picture in ITSM

Huge volumes of data that ServiceNow accumulates on your IT support activities can be misleading for your IT management because it is rather easy to get lost in such a vast collection of detailed data. Properly tuning ServiceNow’s Reporting and Performance Analytics, ScienceSoft’s team can allow you to see the wider picture of your IT support performance.


While being open to new ServiceNow challenges in various industries, ScienceSoft’s team is particularly experienced in the following domains:


Healthcare. With 13+ years in healthcare IT solutions, we are ready to address industry-specific challenges and ensure continuous running of your life-critical systems.

Banking and financial services

Banking and financial services. Working in this industry for 13+ years, ScienceSoft acknowledges the need for maximum data security while implementing ServiceNow for banks and financial institutions. We can help you ensure banking service availability by early detecting incidents and managing risks related to required changes in the IT infrastructure.


Retail. With an omni-channel, personalized approach to customer relations, retailers can benefit from ScienceSoft’s ServiceNow solutions by ensuring that their IT infrastructure is set for 24/7 customer service and resists any breaches. Bringing in over 15+ years in software development for retail, our team is ready to deliver solutions supporting your retail ecosystem.


Manufacturing. Our 29+ years of experience in this industry can help your company find the right answers to your ServiceNow questions and implement any needed solution to achieve desired results. Making use of ScienceSoft’s ServiceNow solutions, manufacturers can automate and optimize IT processes, minimize IT service disruptions and integrate their ServiceNow solutions with ITSM systems of their partners.


Telecoms. ScienceSoft’s ServiceNow solutions can let telecoms enhance monitoring and management of their networks, as well as ensure stable operations and secure infrastructural changes dictated by the growing demand for the quality and variety of services.


To begin cooperation, drop us a line and get consulted on how to address your IT service challenges with ServiceNow.

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