Make every service flow.
We implement ServiceNow across ITSM, ITOM, ITAM, CSM, HR Service Delivery and custom apps — building a single platform where every request, incident and change resolves itself faster.
One platform for enterprise service.
Most enterprises run service across email, spreadsheets and siloed tools. ServiceNow unifies IT, HR, customer and security service on one platform. H&H Soft Cloud makes it work for your business.
Why ServiceNow matters
ServiceNow is the platform of record for enterprise service. IT, HR, customer service, security and facilities all run on the same workflow engine — making service measurable, predictable and improvable.
Problems we solve
- Email-driven service — no audit trail, no SLA
- Manual work — repetitive tasks done by hand
- CMDB out of date — no real service view
- Self-service that nobody uses — UX is broken
Why H&H Soft Cloud
We are ServiceNow-certified, not body shops. Our team owns the full lifecycle — ITSM, ITOM, custom apps, integrations, upgrades and managed AMS — under SLA. We ship ITSM in 6-10 weeks, then mature to enterprise-wide service. No offshore hand-offs.
ServiceNow services we deliver.
Full-stack ServiceNow capability — from ITSM and ITOM to custom apps, integrations and managed support.
ITSM
Incident, Problem, Change, Request, Knowledge and Configuration — ITIL-aligned service management.
ITOM Discovery
Auto-discovery, Service Mapping, Event Management — a live, accurate CMDB that reflects reality.
ITAM
Hardware, software, cloud and license asset management — visibility, compliance and cost control.
CSM
Customer Service Management — cases, queues, SLAs, entitlements and customer-facing portal.
HR Service Delivery
Employee cases, knowledge, lifecycle events and HR portal — HRSD that employees actually use.
Security Operations
SecOps — Security Incident Response, Vulnerability Response, Threat Intelligence and SIEM integration.
Custom Apps
Purpose-built ServiceNow apps — workflows, portal pages and automation that go beyond out-of-the-box.
Integrations
Bi-directional integration with Salesforce, SAP, Workday, Jira, Teams, Slack and any REST/SOAP system.
CMDB
Configuration management database — CI classes, relationships, reconciliation and data quality governance.
Workflow Automation
Flow Designer, Workflow Editor, Integration Hub — automate approvals, notifications and orchestration.
Service Portal
Branded self-service portal, catalog, knowledge and case forms — UX that employees love.
Service Catalog
Catalog items, order guides, variable sets — requestable services with approval workflows and fulfillment.
Now Virtual Agent
Conversational AI for self-service — NLU, intent routing, deflection and agent handoff.
Performance Analytics
KPIs, dashboards, breakdowns, forecasts — PA that turns ServiceNow data into decisions.
Upgrades
Family-release upgrades — clone, regression, compatibility fixes, zero-downtime cutover.
Instance Migration
Migration of configurations, customizations and data between ServiceNow instances — prod, sub-prod, sync.
Training
Role-based training — admins, developers, fulfillment users and end users — for sustainable adoption.
Managed AMS
24×7 instance monitoring, patching, upgrades, custom app maintenance and workflow optimization under SLA.
The ServiceNow modules we run.
Every ServiceNow product — ITSM, ITOM, ITAM, CSM, HRSD, SecOps and custom apps — implemented and operated.
ITSM
Incident, Problem, Change, Knowledge, Request, Configuration — ITIL-aligned service management at enterprise scale.
ITOM
Discovery, Service Mapping, Event Management, MID Servers — a live, accurate CMDB that reflects reality.
ITAM
Hardware Asset, Software Asset, SAM, License Compliance — full asset visibility and cost control.
CSM
Customer cases, queues, SLAs, entitlements, account-based service and consumer portal.
HRSD
HR Service Delivery — cases, knowledge, lifecycle events, Workday/SAP integration and employee portal.
SecOps
Security Incident Response, Vulnerability Response, Threat Intelligence and SIEM/SOAR integration.
A working service operations desk.
This is what we ship — a live queue with SLA tracking, priority distribution, agent load and MTTR analytics on one screen.
We build digital workflows.
H&H Soft Cloud designs enterprise workflow architectures on the Now Platform — from request intake and approval routing to automated fulfillment, analytics and continuous improvement.
Intake
Self-service portal, catalog, email, chat, virtual agent.
Automation
Flow Designer, Integration Hub, auto-assignment, SLA escalation.
Analytics
Performance Analytics, KPIs, breakdowns, forecasts, dashboards.
Continuous improvement
QBRs, roadmap evolution, optimization backlog, adoption analytics.
From incident to resolution.
H&H Soft Cloud implements the full ITSM lifecycle — incident, problem, change, release and deployment — with automated workflows, SLA tracking and continuous improvement.
A CMDB that reflects reality.
We implement ITOM Discovery and Service Mapping for auto-discovered CIs, live relationships and a golden CMDB — a service view the business can trust.
Auto-discovery
ITOM Discovery, Service Mapping, MID Servers — auto-discovered CIs.
Relationship mapping
CI classes, relationships, service maps, dependency visualization.
Data quality governance
Reconciliation rules, golden CMDB, data quality dashboards.
Outcome-driven service solutions.
Each solution is framed as a business problem, our approach, and the measurable outcome.
ITSM Modernization
Email-driven service, no SLAs, manual hand-offs — every ticket an adventure.
ITSM with incident, problem, change, request, knowledge and SLA — automated assignment and escalation.
60% faster MTTR, 98% SLA met, full audit trail and predictable service.
CMDB Foundation
Stale CMDB, no service view, change failures from unknown dependencies.
ITOM Discovery + Service Mapping — auto-discovered CIs, live relationships, data quality governance.
99% accurate CMDB, real service maps, fewer change failures.
Self-Service Portal
Employees email IT — slow, no tracking, no self-help, low satisfaction.
Branded portal, catalog, knowledge base, virtual agent — deflection at the front door.
40% ticket deflection, 4.8/5 CSAT, employees unblocked.
Workflow Automation
Repetitive manual work — approvals, provisioning, notifications, hand-offs.
Flow Designer + Integration Hub — automated workflows across ServiceNow and external systems.
90% workflow automation, 70% faster fulfillment, agents focused on real work.
Where ServiceNow delivers value.
Incident management
Track, assign, escalate and resolve incidents against SLAs.
Change enablement
Change approvals, calendar, risk assessment and CAB workflows.
Service catalog
Requestable services with approval and fulfillment workflows.
Asset management
Hardware, software and cloud asset lifecycle and compliance.
HR cases
Employee HR cases, lifecycle events and HR knowledge.
Security incidents
Security incident response, vulnerability and threat management.
Customer service
Customer cases, queues, entitlements and consumer portal.
Custom apps
Purpose-built workflows and automation on the Now platform.
How ServiceNow serves your industry.
Healthcare & Life Sciences
HIPAA-aligned service management with audit trail, asset tracking and clinical workflow automation.
Financial Services
Regulated ITSM with audit, segregation of duties and compliance workflows for banking and insurance.
Retail & E-commerce
Order-centric customer service, returns workflows and store-ops automation on one platform.
Manufacturing
Plant operations, equipment maintenance and supplier service management on the Now platform.
Education & EdTech
Student, faculty and staff service management for institutions and EdTech platforms.
SaaS & Technology
Customer service, incident management and DevOps integrations for SaaS companies.
Logistics & Supply Chain
Fleet service, depot operations, customs and supplier service workflows on Now.
Professional Services
Project delivery, client engagement, resource management and time tracking on Now.
Public Sector
FedRAMP-aligned ITSM, citizen service, FOIA and compliance workflows on ServiceNow GovNow.
Ten steps — discover to operate.
A phased ServiceNow implementation grounded in ITIL and Now Platform best practice.
Discover
Audit current processes, baseline metrics, define scope.
Architect
Design target ServiceNow architecture, modules, integrations.
Configure
Implement ITSM/ITOM/CSM workflows, forms, SLAs, ACL.
Build Portal
Service portal, catalog, knowledge base, virtual agent.
Integrate
Salesforce, Jira, Teams, Slack, SAP, Workday — bi-directional.
Automate
Flow Designer, Workflow Editor, Integration Hub orchestration.
Migrate Data
CMDB load, user sync, historical data migration and cutover.
Train
Role-based training for admins, devs and end users.
Go Live
Cutover, hypercare, monitoring and rapid issue resolution.
Operate
Managed AMS under SLA — monitoring, upgrades, optimization.
ServiceNow at the centre of your enterprise.
ServiceNow connects to everything — CRM, HR, IT, security and collaboration.
Beyond standard ServiceNow.
When out-of-the-box modules aren't enough, we build custom Now Platform apps, workflows and integrations.
Custom Apps
Purpose-built ServiceNow applications — workflows, forms, portal pages and automation for unique needs.
Flow Designer
Low-code workflow automation across ServiceNow and external systems via Integration Hub.
Now Virtual Agent
Conversational AI for self-service — NLU, intent routing, deflection and seamless agent handoff.
Predictive Intelligence
ML-powered clustering, similarity and categorization — auto-triage and duplicate detection.
Performance Analytics
Custom KPIs, dashboards, breakdowns and forecasts — data-driven service operations.
Now Mobile
Mobile-first ServiceNow apps for field service, on-call and approvers — offline-tolerant.
Outcomes that compound.
Faster MTTR
60% faster mean-time-to-resolution with automated assignment and SLAs.
Higher SLA compliance
98%+ SLA met, fewer breaches, predictable service operations.
Lower service cost
40% ticket deflection through self-service — fewer Level-1 tickets.
Higher CSAT
Faster, more transparent service drives CSAT to 4.8/5.
Single platform
IT, HR, customer service and security on one workflow engine.
Automation
90% workflow automation — agents focus on real work, not repetitive tasks.
Audit-ready
Every action logged — compliance, audit and governance evidence automatic.
Reliable CMDB
99% accurate CMDB with auto-discovery — fewer change failures.
Employee experience
Self-service, virtual agent and consumer-grade UX — employees actually use it.
For service leaders — the detail.
ITSM implementation
We implement ITSM with intent — incident, problem, change, request, knowledge and configuration workflows tuned to your service model. SLAs, OOTB dashboards, assignment rules, escalations and integrations with email, chat and CMDB. ITIL-aligned, but pragmatic.
- Incident, Problem, Change, Request, Knowledge
- SLAs, escalations, assignment rules, OOTB dashboards
- Email, chat, virtual agent and CMDB integrations
CMDB & ITOM Discovery
A CMDB is only as good as its data. We implement ITOM Discovery and Service Mapping for auto-discovered, accurate CIs and live relationships. Reconciliation, data quality dashboards, golden CMDB — a service view that the business can trust.
- Discovery, Service Mapping, MID Server deployment
- CI classes, relationships, reconciliation rules
- Golden CMDB, data quality dashboards
Workflow & Flow Designer
We automate the repetitive — approvals, provisioning, notifications, hand-offs. Flow Designer, Workflow Editor, Integration Hub — automated workflows that span ServiceNow and external systems, with audit trail and SLA tracking.
- Flow Designer, Workflow Editor, Integration Hub
- Approvals, notifications, provisioning automation
- Audit trail, SLA tracking, low-code maintainability
Service Portal & Catalog
Consumer-grade self-service. We build branded portals with catalog items, order guides, knowledge, case forms and personalized homepages. UX that employees actually use — driving deflection and CSAT.
- Branded portal, widget-based homepage, search
- Catalog items, order guides, variable sets
- Knowledge base, case forms, personalized UX
Integrations
We integrate ServiceNow with everything — Salesforce, SAP, Workday, Jira, Teams, Slack, email, SIEM. REST/SOAP APIs, MID Server, Integration Hub, bi-directional sync — clean, observable, governed.
- REST/SOAP, MID Server, Integration Hub spokes
- Bi-directional sync, error handling, retry logic
- Observability, audit, throttling, governance
Custom apps
When out-of-the-box modules don't fit, we build custom Now Platform apps — purpose-built workflows, forms, portal widgets and automation. Built on best practice, with upgrade-safe patterns and clean application architecture.
- Custom tables, forms, business rules, scripts
- Portal widgets, Service Portal pages, components
- Upgrade-safe patterns, application scoping
Now Virtual Agent
Conversational AI for self-service — NLU, intent routing, entity extraction, knowledge-base deflection and seamless agent handoff. We build virtual agents that deflect, not frustrate.
- NLU, intent routing, entity extraction
- Knowledge-base deflection, catalog integration
- Agent handoff, Live Agent, conversational fallback
ServiceNow upgrades
Family-release upgrades done right — instance clone, automated regression, compatibility fixes for deprecated APIs, and zero-downtime cutover. We make upgrades routine, not terrifying.
- Instance clone, regression testing, automated checks
- Deprecated API migration, compatibility fixes
- Zero-downtime cutover, hypercare, rollback plan
ServiceNow vs BMC vs Jira Service.
An honest comparison — we'll tell you when another tool is the right answer.
| Capability | ServiceNow | BMC Helix | Jira Service Mgmt | Remedy (legacy) |
|---|---|---|---|---|
| Platform breadth | IT, HR, CSM, SecOps, custom | IT + some | ITSM only | ITSM legacy |
| Workflow automation | Flow Designer + IH | Strong | Limited | Limited |
| CMDB depth | Discovery + Service Mapping | Discovery | Basic | Strong |
| Self-service portal | Consumer-grade | Good | Good | Weak |
| Virtual Agent | Native NLU | Add-on | Limited | None |
| Custom apps | Full low-code platform | Limited | None | None |
| Best for | Enterprise service platform | Large IT shops | Dev-led teams | Legacy migration |
Frequently asked ServiceNow questions.
Yes. Our team is certified across ServiceNow ITSM, ITOM, CSM and custom application development. We deliver implementation, customization, integration and managed support to enterprises worldwide.
ITSM (Incident, Problem, Change, Knowledge, Request), ITOM (Discovery, Service Mapping, Event Management), ITAM, CSM, HR Service Delivery, Security Operations, and custom applications.
Yes. We build bi-directional integrations between ServiceNow and Salesforce using REST APIs — syncing incidents, cases, assets and change records between the two platforms.
A focused ITSM implementation (Incident, Problem, Change) takes 6-10 weeks. Full ITSM + ITOM + ITAM with integrations runs 4-6 months. We scope precisely during discovery.
Yes. Our AMS provides instance monitoring, patching, upgrade management, custom app maintenance, and continuous workflow optimization under SLA-backed contracts.
Yes. We design and build custom ServiceNow applications — purpose-built workflows, portal pages, integrations and automation that go beyond out-of-the-box modules.
Yes. We manage ServiceNow upgrades — instance clone, regression testing, compatibility fixes for deprecated APIs, and zero-downtime cutover to the latest family release.
Yes. We migrate configurations, customizations and data between ServiceNow instances — production, sub-production, and cross-instance sync.
Yes. We implement ServiceNow SecOps — Security Incident Response, Vulnerability Response, Threat Intelligence and integration with SIEM/SOAR tools.
Yes. We implement HR Service Delivery — employee cases, knowledge, lifecycle events, integrations with Workday and SAP SuccessFactors, and the employee portal.
Make every service flow.
Book a free 30-minute ServiceNow assessment. We'll review your instance, processes and roadmap — no slides, no sales pitch.