ServiceNow services

Now Assist

Agents and employees spend much of their day writing summaries, searching for answers and drafting replies. Pentio sets up Now Assist in ITSM, CSM and HR so it summarizes cases, drafts replies and answers questions from your knowledge base. Agents spend less time on each case, and each team turns on only the skills it uses.

AI Agents

Common requests fill the help desk queue and keep people away from harder work. Pentio builds AI Agents in ServiceNow AI Agent Studio that take in these requests, collect the details and resolve the common ones. For a national telco with more than 1,000 stores, the agents answered support inquiries with 90% accuracy.

Case study: National Telecom Company

IT Service Management

Slow IT service delivery costs employees time, and poor asset records make audits hard to pass. Pentio implements incident, problem, change and request management, the Employee Service Portal, and asset management behind them. A financial payments company passed its internal and external software compliance audits and raised system availability.

Case study: Financial Payments Company

IT Operations Management and CMDB

If nobody knows which services depend on which servers, every change can cause an outage. Pentio builds the CMDB, Discovery and service maps, so each team sees what a change affects before it goes live. A global insurance company cut outages by 90%, and a telco resolved issues 200% faster after its move to ServiceNow.

Case study: Global Insurance CompanyCase study: Telecommunications Company

Security Incident Response

Security teams lose time when alerts arrive in one tool and the response runs in another. Pentio implements Security Incident Response with playbooks, threat intelligence and links to the CMDB, so analysts triage, contain and close incidents in ServiceNow. Each incident has one record, one owner and a full history for the auditors.

Vulnerability Response

Scanners find more vulnerabilities than any team can fix, and each tool ranks them in its own way. Pentio brings the findings from your scanners into Vulnerability Response, matches each one to an asset in the CMDB and prioritizes it by business criticality. An insurance company brought five tools into one view and cut ingestion and triage effort by up to 80%.

Case study: Insurance Company

Custom integrations

If data sits in another tool, people copy it into ServiceNow by hand or act on it late. Pentio builds integrations that bring events, findings and records into ServiceNow and start the next step there automatically. For a financial payments company, a Dynatrace integration cut alert noise by more than 60% and brought manual escalations under 20%.

Case study: Financial Payments Company

Back to the box

Years of customization leave an instance that is slow to upgrade and hard to support, with every change a risk. Pentio takes the platform back to its out-of-the-box configuration, module by module, keeping the customizations that pay for themselves and replacing the rest with the features ServiceNow now ships. Upgrades go through in days, and the team supports a platform it can read.

Customer Service Management

Customers wait when their cases move between teams by email and phone. Pentio implements Customer Service Management with a customer portal, case routing and links to the teams that fix the issue. Customers see the status of their case, and agents spend less time chasing other teams.

Strategic Portfolio Management

Investment decisions slow down when demand, resources and project status sit in spreadsheets. Pentio implements Strategic Portfolio Management, so your teams plan and track demand, projects and resources in ServiceNow. Leaders see which work supports which goal and move people and budget to where they are needed.

Workflow Data Fabric

Workflows need data that often sits outside ServiceNow, in data warehouses and business systems. Pentio sets up Workflow Data Fabric so ServiceNow reads that data where it is stored, through Zero Copy connectors and Integration Hub. Your workflows and Now Assist act on current data without a nightly import.