/ ServiceNow
ServiceNow that outlasts the go-live
ACI Infotech is a ServiceNow partner. We implement ITSM with a CMDB that stays accurate, wire ITOM into the monitoring you actually run, and build workflows with an owner and an SLA. Then we stay on for the upgrades, twice a year, every year.
- ServiceNow partner
- ITSM, ITOM, HRSD
- Upgrade management
- ISO 27001
ServiceNow partner
ITSM, CSM, and HRSD delivered and run.
Process first
Design the process.
Then configure the platform.
Workflows shaped around the work, a CMDB the team trusts, and a rollout that earns the license. Process design comes first and configuration second. We have done both enough times to know the order matters.
99.97%Uptime across 72+ servers
Automated DevOps and monitoring for an enterprise technology company, with incidents caught before users felt them.
Read the case study
/ What we do on ServiceNow
One platform. Six disciplines.
01
ITSM implementation
Incident, problem, change, and a service catalog people actually order from. We design the process with the teams who live in the queue, then configure the platform to match. Configure first, customize only where it earns its keep.
ITSMService catalogChange managementVirtual Agent
02
CMDB and Discovery
An auto-populated CMDB with no owner rots within a quarter. We set discovery schedules, reconciliation rules, and named owners, so impact analysis becomes a lookup instead of a meeting.
CMDBDiscoveryService Mapping
03
ITOM and event management
Event management wired to the monitoring you already run, not a parallel universe of alerts. Noise gets correlated away, and what remains routes to the team that owns the service.
ITOMEvent ManagementDynatraceSplunk
Dynatrace
Splunk04
HR Service Delivery
Employee center, case management, and onboarding flows that spare HR the shared inbox. The same workflow discipline as ITSM, pointed at the employee side of the house.
HRSDEmployee CenterCase managementOnboarding
05
App Engine and Integration Hub
Custom apps on App Engine where the standard process does not fit how you work, and Integration Hub spokes instead of one-off scripts. Low code where it helps, real engineering where it counts.
App EngineFlow DesignerIntegration Hub
06
Managed ServiceNow operations
ServiceNow ships two major releases a year, ready or not. We keep instances current, patched, and close to standard under an SLA, so upgrade weekend stays boring.
Upgrade management24/7 supportSLAsPlatform admin
Is ServiceNow the right call?
Usually, when work crosses teams. ServiceNow earns its licenses when incidents, changes, and requests need one system of record, with audit trails and a CMDB underneath. When the need is a queue for one team, lighter tooling wins, and we will say so before you sign anything.
One system of record for incidents, changes, and requests
Workflows that cross IT, HR, and facilities
A CMDB driving change and impact analysis
Approvals and audit trails a regulator will read
Lighter tooling
A ticket queue for a single team
A helpdesk for a company of fifty
When the second column wins, the honest answer is usually Jira Service Management or Zendesk. An enterprise platform with one team on it is the most expensive queue you can buy.
/ Results
Workflows that hold under load.
Enterprise Technology Company
99.97%Uptime across 72+ servers
Automated DevOps and monitoring across the estate, with incidents caught and routed before users noticed them.
Read the operations story
National Healthcare Provider
4hClaims processing, down from 72
Eligibility verification automated end to end, taking claims processing from three days to four hours.
Read the automation story
Global Technology Enterprise
0.1%Error rate after automation
Contract lifecycle automation across a global enterprise, with manual rework engineered out of the process.
Read the contract story/ How an engagement runs
Five phases. No mystery.
01
Assess
Instance and process audit. Where the queue actually hurts, what the CMDB really contains, and which workflows deserve the platform.
02
Design
Process decisions first: how incident, change, and request should flow, and who owns each step. The cleaner these calls, the faster everything after.
03
Build
Configuration in sprints, kept close to standard. A focused ITSM rollout typically lands in 10 to 16 weeks, and the variable is process, not configuration.
04
Adopt
Go live team by team, with training and a feedback loop. Adoption gets measured in the platform, not asserted in a deck.
05
Run
Upgrades, new workflows, and run support under SLA. Staying current is a standing job, and it is one we take on.
Workflow is a transformation job.
ServiceNow pays off when the processes around it get redesigned, not just recorded. That is our digital transformation practice: process, integration, and change management delivered with engineering rigor.
Digital Transformation/ Why ACI
Why enterprises run ServiceNow with us
/ Partnership
ServiceNow partner.
Certified consultants across ITSM, ITOM, HRSD, and platform development.
/ Delivery
The consultants who design your workflows configure them.
No handoff between the process workshop and the build.
/ Scale
Founded 2006.
1,200+ engineers across 11 global delivery hubs. 500+ enterprise projects.
/ Operations
ISO 27001 certified and CMMI Level 3 appraised, with 24/7 operations under SLAs.
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Read/ ServiceNow FAQ
ServiceNow questions,
answered straight.
Which ServiceNow modules do you implement?
ITSM, ITOM, and the workflows around them: incident, problem, change, CMDB, discovery, and service catalog. We also build custom workflows where the out-of-box process does not fit how you actually work.
How long does a ServiceNow implementation take?
A focused ITSM rollout is typically 10 to 16 weeks. The variable is process, not configuration. The cleaner your decisions about how change and incident should flow, the faster it ships.
Will you keep the CMDB accurate?
Discovery plus governance. An auto-populated CMDB with no ownership rots within a quarter. We set discovery schedules, reconciliation rules, and clear ownership so the CMDB stays trustworthy enough to drive change and impact analysis.
Do you offer managed ServiceNow support after go-live?
Yes: upgrades, new workflows, and run support under an SLA. ServiceNow ships two major releases a year, and staying current is a standing job, not a one-time project.
How do you avoid over-customizing the platform?
Configure first, customize only where it earns its keep. Every customization is something you maintain through every future upgrade. We keep the platform close to standard so upgrades stay boring, which is the goal.