The organisation’s original 2021 ServiceNow deployment had been heavily customised, limiting agility and slowing innovation. Bespoke applications created complex and fragile workflows that were difficult to scale or maintain. While domain separation was technically in place, it lacked MSP-aligned best practices, making future growth cumbersome.

Data quality challenges further hindered service reliability. Customer entitlements, SLAs, and user relationships were inconsistent or inaccessible, undermining SLA enforcement and creating operational inefficiencies. Legacy processes also contributed to resistance to change.

With limited internal enablement across IT Service Management, Customer Service Management, and Technology Provider Service Management, the organisation struggled to adopt out-of-the-box ServiceNow capabilities. The result was a fragmented service experience, elevated operational costs, and reduced platform agility, blocking the adoption of intelligent, AI-driven service models.

Konversational led a clean-slate reimplementation of ServiceNow TPSM, replacing deep customisations with standard, out-of-the-box capabilities to simplify the architecture and improve flexibility.

The redesigned domain separation model aligned 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 manage repetitive tasks, anticipate service needs, and provide contextual guidance to agents.

ITSM and CSM processes were unified to enable seamless cross-functional collaboration. AI-enhanced self-service portals delivered modern, conversational customer experiences, empowering users to resolve issues independently and efficiently.

Robust data governance was implemented using the Common Service Data Model, ensuring accurate, accessible, and AI-ready service data. Advanced analytics provided real-time insights into service performance, agent productivity, and customer satisfaction, establishing a foundation for future innovation, including Generative AI, Service Bridge, and predictive service capabilities.

The transformation delivered a substantial uplift in service operations. By eliminating outdated custom applications and embracing out-of-the-box TPSM capabilities, the organisation now operates on a cleaner, more maintainable platform that reduces upgrade complexity and enhances scalability.

AI-driven automation and intelligent routing improved resolution times, strengthened SLA compliance, and reduced case volumes. Proactive service capabilities enabled earlier issue detection and prevention. Customers benefit from a streamlined, intuitive self-service experience, while agents operate more effectively with simplified workflows and improved visibility.

Core ServiceNow TPSM functionality was validated using representative operational data, creating a scalable reference model for broader adoption. This validation supported seamless ITSM-to-TPSM migration across the organisation’s wider customer base.

The project delivered measurable return on investment, enhanced operational resilience, and positioned the organisation to fully harness ServiceNow’s Agentic AI, enabling connected, proactive, and human-centric service delivery at scale.