An expert reviews 12 months of your ServiceNow data — incidents, catalog, assignment rules and SLAs — finds what's driving the time up, and hands you a prioritised 90-day plan. Delivered by expert analysis; same framework, same report.
Service Desk Performance Audit · £995 (founding rate £750) · delivered inside a week
Now Assist readiness
Now Assist is only as good as the categorisation, catalog and assignment rules beneath it. The audit tells you exactly what it will find.
The problem
Incident categories sprawl, catalog items drift from real demand, and assignment rules accrete until routing is doing the wrong thing quietly. The platform gives you dashboards for all of it; the audit gives you the interpretation — which of it actually matters, and what to fix first.
Incident categorisation that understates real demand drivers
A catalog that no longer matches how people ask
Assignment rules routing to the wrong groups
SLAs met on acknowledgement, missed on resolution
Reporting rich in data, thin on decisions
Now Assist plans stalling on messy underlying data
What you get
The framework is platform-agnostic — the seven dimensions apply whether your desk runs on Freshservice, Zendesk or ServiceNow. Only the field names change.
Where your time is going
6–12 months of trend analysis: volume, top drivers, category quality, capacity vs demand.
What's breaking
SLA breach patterns, reopened tickets, aging queues, tickets bouncing between teams.
Why it's happening
Root-cause diagnosis across seven ITIL-aligned dimensions of your configuration and data quality.
Your 90-day plan
Every fix prioritised by effort vs impact, with owners and expected outcomes.
ServiceNow audits are delivered by expert analysis rather than our automated scan. Same framework, same report, same 90-day roadmap. Access is scoped and agreed per engagement. Book a call to scope it.
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Other platforms
Twelve months of your data, read by an expert, with a 90-day plan your team can execute. £995, delivered inside a week.