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What we do

Four practices. One platform. Every stage of your journey.

We don’t do Salesforce, SAP, or “a bit of everything.” We do ServiceNow — from first conversation to long-term platform evolution.

01

Launch

Deploy ServiceNow right

02

Advise

Strategy & architecture

03

Care

Ongoing support

04

AI

Intelligent automation
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Osterick Launch

Implementation & Deployment

Deploy ServiceNow right, first time

"We configure the platform around your processes — not the other way around."

Structured, CTA-led ServiceNow implementations with a proven track record — 5/5 CSAT, 16-week typical delivery, and certified architects on every engagement. We take the time to understand your operating model before a single line of configuration is written.

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ServiceNow modules we implement

HRSD

Case management, employee centre, knowledge, onboarding

ITSM

Incident, problem, change, request, service catalogue

CSM

Customer portal, case routing, field service integration

FSM

Work orders, scheduling, dispatch, mobile technician

Employee Center

Unified portal for HR, IT, and business services

App Engine

Custom apps when out-of-the-box doesn’t fit

What every engagement includes

  • ✓ 5-phase structured delivery: Initiate → Plan → Execute → Deliver → Close
  • ✓ CTA-led architecture — decisions by certified architects, not juniors
  • ✓ Certified Engagement Manager leads end-to-end — no separate PM
  • ✓ Regular demos and stakeholder visibility — no surprises at go-live

ServiceNow modules we implement

Platform Roadmap

Multi-year plan aligned to business outcomes, not features

Architecture Review

CTA-led assessment of current state and target design

Governance Model

Executive, delivery, and technical governance layers

Business Case

ROI justification and stakeholder alignment pack

Process Design

As-is / to-be process mapping before configuration

Health Checks

Independent review of existing ServiceNow instance

What you walk away with
  • ✓ Clear roadmap aligned to business outcomes — not vendor hype
  • ✓ Independent perspective — not incentivised to sell more licences
  • ✓ Foundation that avoids costly rework 12 months down the track
Osterick Advise

Strategy, Architecture & Roadmap

Think before you build

"We help you ask the right questions before any configuration starts."

Before you configure anything, you need to know what you’re building toward. We define your ServiceNow roadmap, governance model, and operating architecture — so every dollar of implementation spend lands in the right place.

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Osterick Care

Managed Services & Optimisation

Go-live is the beginning, not the end

"Most partners disappear after go-live. We stay with you."

Osterick offers ongoing support, optimisation, and platform evolution — so your ServiceNow investment keeps delivering value as your business changes. Predictable monthly cost, proactive improvements, and a team that already knows your instance.
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What’s included

Hypercare

Post go-live intensive support during stabilisation period

Upgrades & Patches

Managed ServiceNow version upgrades and patch testing

Optimisation

Proactive performance tuning and process improvement

Training

Ongoing admin and end-user training as platform evolves

Enhancement Backlog

Prioritised feature development and configuration changes

Reporting

Monthly service reports and platform health dashboards

Why it matters

  • ✓ A team that already knows your instance — no re-onboarding cost
  • ✓ Proactive optimisation, not just break/fix
  • ✓ Predictable cost instead of ad-hoc project spend

Capabilities we activate

Now Assist

Generative AI for summarisation, resolution, and agent assist

AI Search
Unified search across knowledge, catalogue, and incidents

Automation Engine

No-code workflow automation for repetitive processes

Integration Hub
Cross-system orchestration — ServiceNow as control plane
Predictive Intelligence
ML-driven categorisation, routing, and trend detection
App Engine
Custom AI-powered applications on the Now Platform
What changes
  • ✓ Repetitive tasks handled by the platform, not people
  • ✓ AI embedded into employee and customer portals
  • ✓ Automation at scale — proven in Osterick's enterprise engagements
Osterick Advise

Automation & Intelligent Workflows

ServiceNow’s fastest-growing area

"The platform's AI is production-ready. Osterick knows how to activate it."

Now Assist, AI Search, and the automation engine are ready for enterprise. We help organisations move past manual workflows into intelligent automation that reduces effort, improves accuracy, and scales without headcount.

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How we deliver

One methodology across all four practices

Every Osterick engagement follows this structure — adapted to your context, but never skipped. Typical delivery runs 12–16 weeks.

Osterick delivery methodology
Typical engagement: 12–16 weeks · Agile · CTA-led
01
Initiate
Align goals, scope, and governance
→
02
Plan
Design architecture and delivery roadmap
→
03
Execute
Configure, build, and integrate
→
04
Deliver
Test, train, and deploy to production
→
05
Close
Transition to Osterick Care or handover

Know which practice fits?
Let's talk.

Not sure yet? That’s fine — most conversations start with “we’re not sure what we need.” We’ll help you figure it out.

Talk with our team