Why Mirketa
- Deep ServiceNow Technology Workflows expertise with proven service maps and CMDB governance.
- Automation‑first approach (AIOps, Integration Hub, RPA) for faster MTTR.
- Audit‑ready IRM controls and SecOps playbooks.
ServiceNow Technology Workflows Consulting & Development
Run IT like a business on ServiceNow. Mirketa designs, builds, and supports ITSM, ITOM, ITAM, SecOps, and IRM with measurable impact on MTTR, availability, compliance, and cost
Offerings
- ITSM: Incident, problem, change, request; SLAs/OLAs; self‑service portals; knowledge; virtual agent.
- ITOM: Discovery & service mapping, event management, health, AIOps dashboards; CMDB governance.
- ITAM (HAM/SAM): Hardware & software lifecycle, compliance, contract management, audits.
- SecOps: Vulnerability response, security incident response, threat intel enrichment, orchestration.
- IRM/GRC: Policies/controls, risk assessments, vendor risk, audits, and evidence collection.
Methodology: Architecture‑Led, Agile Delivery
- Discover: Current‑state, service maps, KPI baseline (MTTR, availability, audit closure).
- Architect: CMDB/service models, role model, integration architecture, security & compliance.
- Build: Sprint‑based configuration + App Engine extensions; CI/CD, code review, automated tests.
- Validate: SIT/UAT, regression packs; AIOps and monitoring runbooks.
- Release & Operate: Cutover, hypercare, change control; monthly value scorecards.
Integrations
Monitoring/observability (Dynatrace, Datadog), SIEM/SOAR, SCCM/Intune, identity/SSO, cloud providers, CM tools, asset sources, finance/ERP.
Onshore–Offshore Model
- Onshore: Architects, product owners, CAB, stakeholder management, critical incident leadership.
- Offshore: Certified developers for flows, integrations, discovery/mapping, reports, tests.
- Outcome: Local responsiveness + offshore scale for lower TCO.
Industry‑Tailored Examples
Tech (Software / SaaS)
- Reduced MTTR by 35% using event correlation and automated remediation.
- Shift‑left with self‑service + virtual agent deflected 28% L1 tickets.
- Service mapping drove 20% reduction in high‑severity incidents.
Nonprofit
- Implemented request catalog for grants/IT access; 30% faster fulfillment.
- Low‑cost licensing strategy with shared service workflows.
- Quarterly compliance reports automated for board audit.
Education
- Campus‑wide device lifecycle via ITAM; audit time cut by 40%.
- Student/staff portals unified; first‑contact resolution up 22%.
- Change calendar aligned to academic terms to reduce risk.
Finance
- SOX‑aligned change controls and IRM policies; audit exceptions down 50%.
- SecOps VR integrated with vulnerability scanners for prioritized patching.
- CMDB + service map for business‑service risk reporting.
eCommerce / Retail
- AIOps reduced checkout incident frequency by 30%.
- Omnichannel service health dashboards for peak seasons.
- Hardware asset tracking improved shrink control in stores/DCs.
Manufacturing
- Plant IT/OT discovery patterns, downtime incident MTTR down 25%.
- SAM compliance for design software avoided six‑figure true‑up.
- Vendor risk workflows standardized across plants and suppliers.
