ServiceNow: AI-powered platform for enterprise workflows and operations

About the Service

Assertiva S.A. provides professional consulting and implementation services on ServiceNow, a leading cloud platform focused on digitalizing and automating business processes through intelligent workflows.

ServiceNow natively integrates GenAI through Now Assist, enabling task automation, content generation, user assistance, and improved decision-making directly within business processes.

Additionally, the platform is built on a Configuration Management Database (CMDB) as a single source of information, centralizing data on assets, services, and their relationships, providing full visibility of the IT environment and enabling more efficient, traceable, and data-driven management.

The platform supports a wide range of domains including ITSM, ITOM, ITAM, CSM, SPM, IRM, and Security, all powered by a common CMDB and enhanced with AI capabilities that enable smarter, more automated, and predictive operations.

Scope and Deliverables

• Current state assessment: identification of silos, manual processes, operational gaps, and AI-driven automation opportunities.

• ServiceNow implementation roadmap design: definition of modules, workflows, data model, CMDB strategy, and GenAI-driven use cases.

• Platform implementation and configuration (SaaS).

• CMDB design, implementation, and governance: definition of CIs, relationships, CSDM model, data sources, and integrations.

• Integration with existing systems (SIEM, ERP, monitoring, identity, etc.).

• Initial data migration or load.

• Configuration of workflows, automations, service catalogs, and dashboards.

Implementation of capabilities by domain with GenAI:

• CMDB: central repository managing Configuration Items (CIs) and their relationships, enabling unified visibility, impact analysis, and traceability across the platform.

• ITSM: incident, problem, and change management with impact analysis based on relationships and GenAI assistance.

• ITOM: discovery, service mapping, and AIOps for end-to-end visibility and proactive operations.

• ITAM: lifecycle management of hardware and software assets, licenses, and contracts.

• CSM: customer service management with visibility into related services and assets.

• SPM: prioritization of initiatives considering technological and business dependencies.

• IRM/GRC: risk analysis based on organizational assets and services.

• Security (SecOps): vulnerability management and incident response with impact analysis.

• Training for users and stakeholders, including GenAI capabilities.

• Support, maintenance, and continuous improvement services.

Expected Results / Customer Benefits

• A unified platform combining workflows + data + GenAI + CMDB as a central system of record.

• Full visibility of assets, services, and their relationships, enabling real-time impact and dependency analysis.

• Significant reduction of manual tasks through intelligent automation and automated content generation.

• Increased productivity through digital assistants and contextual data.

• Faster incident resolution through root cause analysis and CI relationships.

• Improved decision-making based on unified data, analytics, and AI.

• Enhanced compliance and risk management through full traceability.

• Scalability: AI and CMDB capabilities are embedded across all platform modules.

Why Assertiva S.A.

At Assertiva S.A., we combine expertise in digital transformation, service management, operations, risk, and compliance with advanced ServiceNow capabilities, including CMDB implementation and GenAI adoption for enterprise processes. We support clients throughout the entire lifecycle, from use case definition, data modeling (CMDB), and AI strategy, to implementation, adoption, and continuous improvement—ensuring real value generation aligned with business objectives.