ServiceNow ITOM and AIOps consulting
Modernise, automate, predict. We are a preferred partner for ServiceNow AIOps and hybrid cloud management, with programmes delivered for HMRC, SAP, NXP, UK Power Networks, EBRD and e&.
ITOM is where we built our reputation. Our founders came from operations roles, and the team has delivered Discovery, Service Mapping and Event Management on some of the largest and most complex estates in the UK and Europe, including programmes ServiceNow's own Impact and Expert Services teams brought us in to deliver.
The goal is always the same: operations that are proactive rather than reactive. Accurate inventory, services mapped to the infrastructure that runs them, alerts correlated into incidents that mean something, and anomalies spotted and fixed before users feel them.
Modules and capabilities
ITOM and AIOps: what we do for you
Our approach
What changes
- Alert volume typically falls by more than half in the first quarter of an Event Management programme
- Incident impact and change risk calculated from the service map rather than estimated
- Automated remediation for the recurring fixes that eat operator time
- A single pane of glass for private and public cloud provisioning and cost
Questions we get asked
What makes Intelibliss different for ITOM?
Depth and scale. ITOM is the hardest part of ServiceNow to do well because it touches networks, security, cloud teams and the CMDB at once. We have done it on large regulated estates, we have our own cloud provisioning product (OneCloud, the replacement for CPG and Cloud Services Catalog), and ServiceNow's own services teams have brought us in for complex implementations.
Can we start with Discovery and add AIOps later?
Yes, and that is usually the right order. Discovery and Service Mapping give you the data foundation; Event Management and Metric Intelligence are only as good as the CMDB underneath them. We plan the whole journey but deliver it in slices that each pay back.
Do you work with our existing monitoring tools?
Yes. Event Management is designed to sit on top of what you already run: Dynatrace, Datadog, SolarWinds, Splunk, Azure Monitor, CloudWatch and the rest. We connect them, normalise the events and correlate them against the service map.
ServiceNow is deprecating CPG. What should we do about our cloud provisioning?
Start with an inventory. CPG and Cloud Services Catalog usually sit behind a portal in four places: the catalog API that runs orders and stacks, the Terraform connector, the Azure DevOps content pack, and the Cloud API used for discovery and lookups. We give each artefact a disposition (reuse, port, facade or retire), build the replacement as a separate scoped app alongside the old path, keep your Terraform templates and pipelines as they are, and switch one provider at a time. Existing services keep their history and are adopted the first time someone touches them. A three-provider estate takes about four months. Our article on replacing CPG and Cloud Service Catalog explains the approach.
How do you handle credentials and security for Discovery?
Least-privilege credentials per technology, stored in ServiceNow's credential store or an external vault such as CyberArk, with MID Servers placed to respect network segmentation. We document the whole model for your security team before anything is switched on.
Related reading
Cloud governance without slowing people down
How OneCloud checks every Terraform plan against your rules before approval, asks for approval only where it's needed, watches for drift and keeps an audit trail in ServiceNow.
Read the article Blog · CloudCloud catalog items, created for you from your templates
How OneCloud creates ServiceNow catalog items automatically from the templates your platform team keeps in Git, looks after the state for you, and keeps every order under your rules.
Read the article Blog · CloudKnow the cloud cost before you order, and what you actually spent
How OneCloud puts a list price estimate on the ServiceNow order form and the approval, then shows the real cost of each deployment from the cloud's own bill.
Read the article
Talk to us about ITOM and AIOps
Tell us where you are and what you want to change. We'll get back to you soon.