ServiceNow Consultants

ITSM, ESM and ALM on ServiceNow: process consulting, tool evaluation and implementation by certified consultants.

Most ServiceNow partners stop at the ServiceNow boundary.

The challenge: two worlds, one case

Your SAP team steers changes in SAP Solution Manager. The service desk, the business units and often development itself work in ServiceNow. Between the two sits manual work: someone reads a change request in one system and types it into the other.

The cost is not only time. Once a case is kept in two places, the two versions drift, and at the next audit somebody has to explain which one counted. We meet this in almost every first conversation, and almost nobody chose it. It grew over the years.

Change requests re-entered by hand

Transport status invisible outside the SAP team

The audit trail split across two systems

Two owners, none for the handover

Our answer: consulting that does not stop at the system boundary

SAP consultancies barely touch ServiceNow, and ServiceNow partners stop where SAP begins. Cross ALM is a ServiceNow Select Build Partner and works on both sides. One team carries the project from the SAP side into the service desk, without a handover to a second vendor.

In practice that means the consultant who discusses approval stages with your change manager also knows the ServiceNow field the approval lands in. Arguments about who owns the handover stop happening.

Process consulting

How your processes run today and how they should look on ServiceNow, recorded along your own cases for incident, request and change, before anyone configures.

Tool evaluation

Open-ended, against criteria you agree with. That you do not need ServiceNow for this is an answer we give, when your requirements support it.

Implementation and enablement

ITSM implementation by certified consultants, plus training and certification for your people, so operations sit with you after go-live rather than with us.

How it works: what we actually set up

The heart of it is the mapping, not the tool. For each case type we settle which system leads, which fields correspond, and which status maps onto which. That mapping is written down, per connection profile, and running several profiles side by side is the normal case: ChaRM for changes, ITSM for incidents.

The automations build on top. An approval in ServiceNow can trigger the transport on the SAP side; a status change in Solution Manager can move the service desk ticket along. Where a four-eyes step sits is your decision rather than the technology's.

A record of your incident, request, change and service catalogue processes
A target picture naming which side leads at each step
Field and status mapping between ServiceNow and SAP, per connection profile
Status-driven automations, such as releasing a transport from an approval status
Risk scoring and a CAB calendar where your governance calls for it
Figures for lead time and first-time-right, with audit reporting
A test catalogue that acceptance hangs on
Key user training and a handover to named people

When SAP is involved

The question is not which tool wins, but which side leads at which step. Usually ServiceNow runs the process and SAP supplies the domain context. We settle where that line falls during design, not during configuration.

Tickets and transports from SAP Solution Manager connect to ServiceNow through our Cross Connectors, in both directions and without middleware. ServiceNow gets a dedicated application from the ServiceNow Store, SAP gets an OData service in Solution Manager: ServiceNow Apps & Store.

Two systems, two audit trails

The break runs between the teams. That is why the consulting starts with your processes and not with the configuration.

Cross ALM as an ITSM partner

Cross ALM is an IT and process consultancy based in Berlin, grown out of a team of former SAP employees and SAP specialists. Our consulting follows ITIL and our consultants are ITIL certified.

On the tooling side we are a certified partner of SAP and Atlassian and a ServiceNow Select Build Partner. That combination is the reason one team can carry both sides. Our customers come from large corporates, automotive, financial services, logistics, insurance, pharma, healthcare, telecommunications, retail and public administration.

Process knowledge

ITIL certified consultants who record incident, request and change as processes before talking about configuration. Assessments belong to that, even when the finding is that the standard is enough.

Product knowledge

We do not just install the link between SAP and ServiceNow, we built it. The application sits in the ServiceNow Store, and the same team sits in your project.

Three partnerships

Certified partner of SAP and Atlassian, ServiceNow Select Build Partner. That is why nobody has to hand over at the system boundary.

Starting in three steps

You do not need a programme to begin. The first two steps establish whether the third is worth it.

Record your processes

We look at how incident, request and change run today and where a case crosses the system boundary.

Target picture and mapping

We settle which side leads at which step and write down the field and status mapping, before anyone configures.

Implementation and handover

We set up, test against the catalogue, train your key users and hand over to named people in your organisation.

From customer projects

What this looks like in practice is written up in our project reports. At Bürkert we rolled out ITSM and enterprise service management for around 4,000 users: Success Story Bürkert. How service requests get simpler along the way is in Simplification of Service Requests in ITSM, and connecting Solution Manager to Jira is covered in Jira-Solman Integration with BSR.