Over time, ServiceNow instances can become slow, cluttered, and underutilized due to rushed implementations, unused modules, or lack of governance.

Optimization ensures your platform remains performant, scalable, user-friendly, and aligned with business goals.

• ITSM processes (Incident, Problem, Change, Request)
• Service Catalog structure and workflows
• CMDB data quality and relationships
• Business rules, scripts, and flows
• UI/UX, forms, and end-user experience
• Reports, dashboards, and KPIs
• Platform performance and stability

• Workflow & Flow Designer automation
• Approval and notification optimization
• Auto-assignment and prioritization logic
• Integration-driven automation
• Self-service and virtual agent enablement
• Event-based triggers and orchestration

1. Platform Health Assessment – Review configuration, performance, and usage
2. Process & UX Review – Identify friction points and inefficiencies
3. Automation Opportunities – Pinpoint high-impact automation use cases
4. Implementation & Tuning – Optimize scripts, workflows, and data models
5. Governance Setup – Define standards and guardrails
6. Continuous Improvement – Measure outcomes and refine regularly

• Upgrade-safe customization strategy
• Controlled development standards
• Role-based access and security review
• Technical debt identification and cleanup
• Documentation and knowledge transfer

• Improved platform performance
• Higher user adoption and satisfaction
• Reduced manual effort and errors
• Better reporting and visibility
• Lower operational costs

A large enterprise experienced slow performance and low catalog adoption. ITSM Goal conducted a platform optimization and automation initiative.

Results:
• Page load time reduced by 35% • Manual approvals reduced by 50% • Service request fulfillment time improved by 40%

• Deep ServiceNow technical and process expertise
• Automation-first mindset
• Strong governance and scalability focus
• Cross-industry implementation experience
• Long-term optimization and support partnership