Advania’s original 2021 ServiceNow deployment was heavily customised, limiting agility and slowing innovation. Bespoke applications like “Triage” created complex, fragile workflows. The domain separation topology existed but lacked MSP-aligned best practices, making it cumbersome to scale or adapt.

Data quality issues compounded the challenge: customer entitlements, SLAs, and user relationships were inconsistent or inaccessible undermining service reliability. SLA enforcement was inefficient, and legacy processes created resistance to change.

With limited internal support for IT Service Management (ITSM), Customer Service Management (CSM), and Technology Provider Service Management (TPSM), Advania struggled to adopt OOB ServiceNow capabilities. The result was a fragmented experience, high operational costs, and low platform agility blocking the adoption of intelligent, AI-powered service models.  

Konversational led a clean-slate reimplementation of ServiceNow TPSM, replacing deep customisations with standard, out-of-the-box capabilities to simplify architecture and improve flexibility. The redesign aligned the platform’s domain separation with MSP best practices, ensuring scalability, operational clarity, and ease of enhancement. Intelligent automation, powered by ServiceNow’s Agentic AI, was embedded into workflows to handle repetitive tasks, predict service needs, and guide agents with contextual recommendations. At the same time, ITSM and CSM processes were unified to enable seamless collaboration across departments.

AI-enhanced self-service portals were introduced, empowering customers to resolve issues quickly through modern, conversational experiences. Robust data governance was established using the Common Service Data Model (CSDM), ensuring service data was accurate, accessible, and AI-ready. Additionally, advanced analytics provided real-time visibility into service performance, agent productivity, and customer satisfaction, laying the foundation for future innovation with Generative AI, Service Bridge, and predictive service capabilities.

Advania achieved a dramatic uplift in service operations. By eliminating outdated custom apps and embracing out-of-the-box TPSM capabilities, the business now benefits from a cleaner, more maintainable platform that reduces upgrade costs and improves scalability. AI-driven automation and intelligent routing enabled faster resolution times, greater SLA compliance, and reduced case volumes. Proactive service capabilities also helped prevent issues before they occurred. Customers now enjoy a streamlined, intuitive self-service experience, while agents work more efficiently with clearer workflows and better visibility.

Importantly, the implementation of core ServiceNow TPSM functionality was validated using Sipcom data, providing a scalable reference model for adoption. This validation also enabled seamless ITSM-to-TPSM migration across Advania’s wider customer base. The project delivered a significant return on investment, strengthened operational resilience, and positioned Advania to fully leverage ServiceNow’s Agentic AI for connected, proactive, and human-centric service delivery at scale.