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 that ties every sprint to measurable business outcomes.
Full-Stack ServiceNow Consulting & Development
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 design, and migration planning before a single line of config.
Implementation & Integrations
Config and custom apps on App Engine; Integration Hub, APIs, and RPA for ecosystem connectivity across all workflow pillars.
Onshore–Offshore Delivery
Onshore product owners and architects with an offshore development engine for speed and cost efficiency follow-the-sun execution.
Continuous Improvement
Release upgrades, regression testing, automation, and operational analytics to keep your platform current and performing at every upgrade cycle.
Offerings by Workflow Pillar
Mirketa covers all four ServiceNow workflow pillars click each to explore the modules and capabilities we deliver.
Technology Workflows (IT)
End-to-end IT service and operations management from the service desk to infrastructure intelligence and security response.
ITSM
Incident, problem, change, request, self-service portal, knowledge, SLA/OLA design, and CMDB alignment.
ITOM & AIOps
Discovery & service mapping, health monitoring, event management, AIOps dashboards, and CMDB data quality.
IT Asset Management (HAM/SAM)
Lifecycle management, procurement, catalog, software compliance, and audit workflows.
Strategic Portfolio Management (SPM)
Demand → portfolio → Agile delivery; OKRs, capacity planning, and value tracking.
Security Operations (SecOps)
Vulnerability response, security incident response, threat intelligence, and orchestration.
IRM / GRC
Policy/risk controls, compliance management, vendor risk, and audit workflows for SOX, HIPAA, and ISO 27001.
Customer Workflows
Deliver connected, omnichannel customer service experiences that reduce case resolution time and drive loyalty.
Customer Service Management (CSM)
Omnichannel case management, entitlements, knowledge, communities, AI chat deflection, and proactive notifications.
Field Service Management (FSM)
Scheduling/dispatch, parts & inventory, mobile work orders, and offline workflows for field technicians.
CX Integrations
ERP order/asset sync, CTI (Genesys, Avaya), customer data platforms, commerce, and billing system integrations.
Employee Workflows
Create a unified employee service experience that reduces HR ticket volume and accelerates lifecycle events.
HR Service Delivery (HRSD)
Employee Center, lifecycle events (hire/move/leave), case/knowledge management, and employee journeys.
Workplace Service Delivery (WSD)
Space reservations, moves/adds/changes, maintenance requests, and visitor access management.
Shared Services
Legal, Procurement, and Facilities intake and service desks unified under a single employee portal.
Creator Workflows
Extend the Now Platform with custom applications, automation, and governance delivering 2–4 new apps per quarter.
App Engine
Low-code apps, custom data models, and experiences; governance and Center of Excellence (CoE) setup.
Automation Engine
Integration Hub, RPA, document intelligence, and flow orchestration for end-to-end process automation.
Store Solutions
Curation, buy-vs-build advisories, and partner app implementations from the ServiceNow Store.
What Our Clients Achieve
Outcomes tied to KPIs established during the discovery and architecture phase not estimates, but measured results.
ITSM + ITOM with service mapping and AIOps-driven triage eliminates noise and accelerates incident resolution.
CSM + FSM with connected field operations reduces case resolution time and unnecessary truck rolls.
HRSD with journey automation and knowledge deflection reduces the volume of HR service requests.
App Engine CoE model enables rapid delivery of 2–4 low-code applications per quarter.
Connect ServiceNow to Your Entire Tech Stack
Mirketa builds and maintains ServiceNow integrations using Integration Hub spokes, REST/SOAP APIs, webhooks, event-driven orchestration, and RPA for legacy systems.
Integration Hub Spokes
Pre-built and custom spokes for rapid, governed integrations with enterprise systems.
REST / SOAP APIs
Bidirectional API integrations with authentication, error handling, and schema management.
Event-Driven Orchestration
Webhooks and event-driven flows that trigger actions across systems in real time.
RPA for Legacy Systems
Robotic Process Automation to connect ServiceNow with systems that lack modern APIs.
CMDB & Data Governance
CMDB strategy, service mapping, data quality SLAs, and retention policies for a healthy data foundation.
Architecture-Led. Agile-Delivered.
Blueprint first, then build. We reduce delivery risk by establishing a Solution Architecture that becomes the blueprint for every Agile sprint.
Discover & Envision
Stakeholder workshops, current-state assessment, value hypotheses, and KPI baselining.
Architect & Plan
Solution architecture, CMDB/role model, integration design, security, and sprint backlog.
Agile Implement
Sprint-based config and development with CI/CD pipelines, code review, and automated tests.
Validate & Enable
SIT/UAT, regression suites, knowledge articles, and admin training.
Release & Operate
Cutover/hypercare, operational playbooks, monitoring, and SLA dashboards.
Improve & Scale
Quarterly value reviews, backlog grooming, and expansion to adjacent workflows.
Pre-Built Patterns for Your Industry
Mirketa brings industry-specific accelerators pre-built workflow patterns, integration maps, and compliance controls so you start further ahead.
Financial Services
SOX controls, audit workflows, vendor risk, and IRM/GRC patterns for banks and insurers.
Healthcare
HIPAA-compliant ITSM, HRSD for clinical staff, and EHR/EMR integration patterns.
Public Sector
FedRAMP-aligned deployments, citizen service portals, and government compliance workflows.
Manufacturing
Field service, asset lifecycle, ERP integration, and supply chain visibility workflows.
Hi-Tech / ISV
Customer success workflows, SaaS support operations, and App Engine CoE for product teams.
Telecom
Network operations, field service dispatch, and customer service management for carriers.
Education
Student and faculty service portals, HR lifecycle events, and IT service management.
Retail & Ecommerce
Omnichannel CSM, field service for store operations, and ERP/commerce integrations.
A ServiceNow Partner That Builds for Outcomes
Mirketa is a ServiceNow Consulting Partner with cross-workflow depth across ITSM/ITOM/ITAM, CSM/FSM, HRSD/WSD, and App & Automation Engines. We design for scale and tie every decision directly to your KPIs.
ServiceNow Partner
Certified consulting partner with cross-workflow depth and architecture-led delivery.
Everest Group Peak Matrix
Recognized for delivery excellence and measurable client outcomes.
Agile + Governance
Sprint velocity with enterprise controls, CAB, and audit-ready change management.
Onshore–Offshore Model
US architects and PMs with offshore development for speed, scale, and cost efficiency.
What Our Clients Say
"We partnered with a leading behavioral healthcare provider to deliver reliable technical support and high-performance solutions, serving as a trusted technical extension of their team for over a decade."
"We designed a sophisticated, highly efficient Salesforce infrastructure for a leading healthcare brand, enabling their teams to accelerate patient access to critical care while maximizing operational velocity across multiple departments"
"Empowering prominent US behavioral health and specialty care brands to maximize clinical velocity, reduce administrative overhead, and drive measurable workflow efficiency across multiple departments through native cloud innovation."
Frequently Asked Questions
Everything you need to know about ServiceNow consulting and implementation answered clearly, without jargon.
Mirketa provides end-to-end ServiceNow consulting and development services including: Solution Architecture & Roadmaps, Implementation across all workflow pillars (ITSM, ITOM, ITAM, SPM, SecOps, IRM, CSM, FSM, HRSD, WSD, App Engine, Automation Engine), Integration Hub and API development, managed enhancements, release upgrade support, and ongoing operational support. We cover Technology Workflows, Customer Workflows, Employee Workflows, and Creator Workflows.
ServiceNow ITSM (IT Service Management) focuses on managing IT service requests, incidents, problems, changes, and the service catalog essentially the processes your IT team follows to deliver and support services. ServiceNow ITOM (IT Operations Management) focuses on the infrastructure layer: discovering and mapping your CI landscape, monitoring health, managing events, and using AIOps to reduce noise and speed up triage. ITSM and ITOM work best together ITOM feeds accurate CMDB data into ITSM processes, reducing MTTR by 25–40%.
A foundational ServiceNow ITSM implementation (incident, problem, change, request, self-service portal, and knowledge) typically takes 8–16 weeks depending on scope, data complexity, and integration requirements. Mirketa uses an architecture-led, sprint-based approach: we spend 2–3 weeks on discovery and solution architecture, then deliver in 2-week Agile sprints. Adding ITOM, ITAM, or other modules extends the timeline but can be phased.
Yes. Mirketa has deep expertise in ServiceNow integrations using Integration Hub spokes, REST/SOAP APIs, webhooks, event-driven orchestration, and RPA for legacy systems. Common integrations include: Identity/SSO (Okta, Azure AD), SIEM/SOAR (Splunk, CrowdStrike), monitoring tools (Dynatrace, Datadog), HRIS/Payroll (Workday, ADP), CRM/CTI (Salesforce, Genesys), ERP/Finance (SAP, Oracle, NetSuite), and data warehouses. We also build custom Integration Hub spokes for proprietary systems.
ServiceNow App Engine is the low-code/no-code development platform built into the Now Platform. It allows you to build custom applications, data models, and experiences without leaving ServiceNow. You should use App Engine when you need to digitize a business process that doesn't fit a standard ServiceNow module for example, a legal intake workflow, a facilities request process, or a custom vendor management portal. Mirketa helps clients build 2–4 low-code apps per quarter with an App Engine Center of Excellence model.
ServiceNow releases two major upgrades per year (Washington DC, Xanadu, etc.) plus patches. Mirketa's upgrade process includes: preview release assessment, impact analysis on customizations and integrations, automated regression test suite execution, fix and remediation of any broken customizations, UAT support, and post-upgrade monitoring. We maintain regression packs for all active clients to de-risk every upgrade cycle.
ServiceNow CSM (Customer Service Management) is designed for external customer-facing service operations managing cases from customers, partners, or consumers across channels like email, chat, phone, and self-service portals. ITSM is designed for internal IT service delivery to employees. CSM includes features like entitlements, customer communities, proactive service notifications, and integration with field service (FSM). Mirketa implements CSM with omnichannel routing, AI chat deflection, and ERP/CRM integrations to reduce case resolution time by 20–30%.
ServiceNow HRSD (HR Service Delivery) is the module that digitizes HR processes and creates a unified employee service experience. It includes: Employee Center (a self-service portal for all HR needs), lifecycle events (onboarding, role changes, offboarding), case and knowledge management for HR queries, employee journeys, and shared services for legal, procurement, and facilities. Mirketa implementations typically reduce HR ticket volume by 35% through journey automation and knowledge deflection.
Yes this is the recommended approach. The most common expansion path is: ITSM foundation first (incident, change, request, portal), then ITOM/ITAM for infrastructure visibility, then CSM or HRSD for customer and employee workflows, then App Engine for custom applications. Mirketa designs your initial solution architecture with future expansion in mind, so adding new workflows doesn't require re-architecting what's already built.
The CMDB (Configuration Management Database) is the foundational data layer in ServiceNow that stores information about all configuration items (CIs) servers, applications, services, and their relationships. A healthy CMDB is critical because it powers ITSM (accurate impact analysis for incidents and changes), ITOM (service mapping and AIOps), ITAM (asset lifecycle tracking), and SecOps (vulnerability response). Mirketa includes CMDB strategy, data quality SLAs, and service mapping in every ITSM/ITOM engagement.
Mirketa uses a hybrid onshore–offshore model for ServiceNow delivery. Onshore (USA): product owners, solution architects, UX designers, and change leadership who engage directly with your process owners and executives. Offshore (India): certified ServiceNow developers handling configuration, flows, integrations, automated tests, and documentation in follow-the-sun cycles. This model delivers lower cost, faster throughput, and elasticity to handle delivery peaks without adding permanent headcount.
ServiceNow supports enterprise-grade security and compliance including: role-based access control (RBAC) with segregation of duties (SoD), platform encryption at rest and in transit, audit logs and change tracking, data retention and purge policies, and compliance workflows for SOX, HIPAA, ISO 27001, and FedRAMP. Mirketa's IRM/GRC practice implements policy management, risk controls, vendor risk, and audit workflows to keep your ServiceNow environment audit-ready.
Based on Mirketa's delivery track record: ITSM + ITOM implementations deliver 25–40% MTTR reduction through service mapping and AIOps-driven triage. CSM + FSM implementations achieve 20–30% faster case resolution and reduced truck rolls through connected field operations. HRSD implementations reduce HR ticket volume by 35% through journey automation and knowledge deflection. App Engine CoE models deliver 2–4 new low-code applications per quarter. All outcomes are tied to KPIs established during the discovery and architecture phase.