Modern operations on the Now Platform

Mirketa designs, builds, and scales ServiceNow solutions across Technology, Customer, Employee, and Creator Workflows—with architecture‑led planning and Agile delivery.

What We Do

We help enterprises unlock value from ServiceNow with a full‑stack model: strategy and design, licensing guidance, integrations, implementation, and ongoing enhancements.

Solution Architecture & Roadmaps: Target operating model, data and service models, integration architecture, security/roles, and migration plan.
Implementation & Integrations: Config + custom apps on App Engine; Integration Hub, APIs, and RPA for ecosystem connectivity.
Continuous Improvement: Release upgrades, regression testing, automation, and operational analytics.
Global Delivery: Onshore product owners and architects with an offshore development engine for speed and cost efficiency.

Offerings by Workflow Pillar

Technology Workflows (IT)

ITSM: Incident, problem, change, request, self‑service portal, knowledge, SLA/OLA design, CMDB alignment.

ITOM: Discovery & service mapping, health, event mgmt, AIOps dashboards; CMDB data quality.

IT Asset Management (HAM/SAM): Lifecycle, procurement, catalog, software compliance, audits

Strategic Portfolio Management (SPM): Demand → portfolio → Agile delivery; OKRs, capacity planning, value tracking.

Security Operations (SecOps): Vulnerability response, security incident response, threat intel, orchestration.

Integrated Risk Management (IRM/GRC): Policy/risk controls, compliance, vendor risk, audit workflows.

IT Asset Management (HAM/SAM): Lifecycle, procurement, catalog, software compliance, audits

Strategic Portfolio Management (SPM): Demand → portfolio → Agile delivery; OKRs, capacity planning, value tracking.

Customer Workflows

Customer Service Management (CSM):

Omnichannel case mgmt, entitlements, knowledge, communities, AI chat, deflection.

Field Service Management (FSM):

Scheduling/dispatch, parts & inventory, mobile work orders, offline workflows.

CX Integrations:

ERP order/asset sync, CTI, customer data platforms, commerce, and billing systems.

Employee Workflows

HR Service Delivery (HRSD):

Employee center, lifecycle events (hire/move/leave), case/knowledge, journeys.

Workplace Service Delivery (WSD):

Reservations, moves/adds/changes, maintenance, visitor access.

Shared Services:

Legal/Procurement/Facilities intake and service desks.

Creator Workflows

App Engine:

Low‑code apps, data models, and experiences; governance and Center of Excellence setup.

Automation Engine:

Integration Hub, RPA, document intelligence, and flow orchestration.

Store Solutions:

Curation, buy‑vs‑build advisories, and partner app implementations.

Our Architecture‑Led Methodology

Blueprint first, then build. We reduce delivery risk by establishing a Solution Architecture that becomes the blueprint for Agile implementation.

Discover & Envision

Stakeholder workshops, current‑state assessment, value hypotheses, KPI baselining.
High‑level process maps (ITIL/IT4IT, HR, CSM) and capability heatmap.

Architect & Plan

Solution Architecture: data & service models, CMDB/HR/Customer tables, role model, integrations (Integration Hub/APIs), security and compliance.
Backlog & Release Plan: Epics → user stories with acceptance criteria, definition of ready/done, traceability to KPIs.

Agile Implement

Sprint‑based config + development (catalog, flows, UI policies, App Engine apps).
CI/CD pipelines, code review, and automated tests; developer standards and guardrails.

Validate & Enable

SIT/UAT, performance and regression suites, knowledge articles, and admin training.

Release & Operate

Cutover/hypercare, operational playbooks, monitoring, and SLA dashboards.

Improve & Scale

Quarterly value reviews, backlog grooming, expansion to adjacent workflows.

Integration & Data

Integration Patterns: Integration Hub spokes, REST/SOAP, webhooks, event‑driven orchestration, and RPA for legacy.
Common Systems: Identity/SSO, SIEM/SOAR, monitoring, SCCM/Intune, HRIS/Payroll, CRM/CTI, ERP/Finance, data warehouses/lakes.
Data Governance: CMDB strategy, service mapping, data quality SLAs, and retention policies.

Onshore–Offshore Delivery Model

Onshore: Product owners, solution architects, UX, and change leadership; direct engagement with process owners and execs.
Offshore: Certified ServiceNow developers for config, flows, integrations, tests, and documentation—executing non‑critical work in follow‑the‑sun cycles.
Benefits: Lower cost, faster throughput, and elasticity to handle peaks without adding headcount.

Why Mirketa

ServiceNow Partner with cross‑workflow depth: ITSM/ITOM/ITAM, CSM/FSM, HRSD/WSD, App & Automation Engines.
Architecture‑first, KPI‑driven: Designs that scale and tie directly to value metrics (MTTR, CSAT, time‑to‑hire, NPS, audit closure).
Proven integrations: Telecom, healthcare, financial services, and hi‑tech patterns with secure data movement.
Agile + Governance: Sprint velocity with enterprise controls, CAB, and audit‑ready change management.
Managed enhancements: Regression packs and release readiness to keep you current every upgrade.

FAQs: Salesforce Support Services

Can we start with one workflow and expand?

Yes—common path is ITSM foundation → ITOM/ITAM → CSM/HRSD → App Engine.

Do you support upgrades?

We handle previews, impact analysis, and automated regression to de‑risk upgrades.

What about security & compliance?

Role design, SoD, platform encryption, audit support, and data retention controls.

You Have Questions,
We Have Answers

Accelerate your ServiceNow implementation and integrations with a partner who blends architecture discipline with Agile speed.
Speak with a ServiceNow Partner or book a session with a senior ServiceNow Developer today.

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