Service management and integration
ServiceNow Consulting and Delivery
Waverton Consulting Group delivers ServiceNow implementations for Australian and New Zealand businesses across ITSM, ITOM, HRSD, CSM and custom application development. Our consultants have delivered ServiceNow programmes in financial services, government, telecommunications and healthcare, working on implementations, upgrades and ongoing managed support.
ServiceNow programmes that are configured without discipline accumulate technical debt that compounds across every upgrade cycle. Waverton delivers ServiceNow on the platform's intended architecture: using out-of-the-box where it fits, customising only where it does not, and documenting everything so the next upgrade does not require a full rework.
ITSM implementation and optimisation
ServiceNow ITSM covers incident, problem, change, request and configuration management. Waverton delivers ITSM implementations from initial scoping through configuration, integration to monitoring tools and email systems, UAT support and transition to production. For organisations already running ITSM who want to improve their process maturity or prepare for an upgrade, we provide ITSM optimisation engagements that assess current configuration against best practice and deliver targeted improvements.
ITOM: Discovery, Event Management and CMDB
ServiceNow ITOM requires accurate CMDB population to deliver value, and CMDB accuracy requires a Discovery implementation that is configured for the environment and maintained through operational discipline. Waverton delivers Discovery implementations, Event Management configurations that connect monitoring tools to ServiceNow alerts, and CMDB governance frameworks that keep the configuration data current. We approach CMDB with realistic expectations about what Discovery can populate automatically versus what requires process and operational discipline to maintain.
HR Service Delivery and Employee Workflows
ServiceNow HRSD covers employee onboarding, offboarding, case and knowledge management, and the employee service portal that becomes the primary interaction channel for HR requests. Waverton delivers HRSD implementations, working through the HR case categories, knowledge article structure, employee portal configuration and the integration to HRIS systems that makes the HR data in ServiceNow trustworthy.
Custom application development on the Now Platform
ServiceNow's application development capabilities extend the platform to business processes beyond IT and HR. Waverton builds custom applications using App Engine, Studio and Flow Designer, following the platform's design patterns for application scope, table design and process automation. Custom applications are delivered with documentation, automated test coverage and the architecture that keeps them supportable across upgrades.
How to engage
ServiceNow implementations and upgrade programmes with defined scope suit fixed bid delivery. Ongoing enhancement, administration and support run well as time and materials. ServiceNow developers and administrators can be embedded into your platform team. For organisations wanting Waverton to manage their ServiceNow environment operationally, the managed service model provides defined SLAs and a named delivery team.
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