Tickets arrive faster than anyone can clear them.
Email, chat, portal, alerts and integrations. Analysts lose hours reading, routing, chasing and writing up, and the same tickets come back because the fix was never written down.
An AI colleague that works inside ServiceNow
Let George
do it.
George joins your team inside ServiceNow. He picks up the work as it arrives, from every channel, does the reading, routing and writing up, and your people approve it.
- Works inside your instance
- Control stays in your hands
- Hosted in Sydney
- Teams chat
- Portal
- Monitoring
- Integrations
INC0012351 VPN keeps dropping when working from home
Teams chat
In progress
George is triaging INC0012350 Finance share access for new starter
Email Approved Priya INC0012349 Laptop won’t start after update
Portal Approved Sam INC0012348 Disk space alert on payroll server
Integration Approved Alex INC0012347 Certificate expiring on HR portal
Monitoring Approved Priya INC0012346 Password reset
Portal Approved Sam INC0012345 Outlook keeps asking for sign in
Email Approved Priya INC0012344 Shared mailbox missing after migration
Teams chat Approved Alex INC0012343 Backup job failed overnight
Monitoring Approved Sam INC0012342 Printer offline on level 3
Portal Approved Priya INC0012341 New starter needs a laptop and accounts
Email Approved Alex INC0012340 Wi-Fi drops in the meeting rooms
Teams chat Approved Sam INC0012339 CPU alert on the file server
Integration Approved Priya INC0012338 Software licence request for Adobe
Portal Approved Alex INC0012337 Unable to access team file share
Email Approved Sam Every ServiceNow team is behind.
Demand grows faster than headcount, in every corner of the platform. Here’s where it hurts, and who feels it.
- 1 Service desk
- 2 Service Catalog
A catalog form takes 8 to 12 weeks.
About 23 hours of your team’s time per form, on average. Requirements bounce back and forth, and the business works around ServiceNow with email and spreadsheets.
- 3 CMDB and operations
Nobody trusts the CMDB.
Stale, unsourced, orphaned and unowned items, so impact analysis, change risk and incident routing can’t rely on it.
- 4 Architecture
Your CSDM programme stalls.
Discovery finds your servers, not what they’re for. Modelling takes about 10 hours for each business application, and a programme can mean months of workshops and reviews.
- 5 Development
The backlog outgrows the team.
Stories pile up, troubleshooting eats senior time, and nobody wants an AI loose in production.
Meet George
One colleague, five roles.
Each role takes a specific, measurable job off your people. Start with one, add the others when you’re ready.
Service Desk Analyst
Your service desk isn’t slow. It’s buried.
George picks up each ticket as it lands, from any channel, finds similar tickets and knowledge, and suggests the next step in under a minute. Your analysts approve it. When a fix isn’t written down, he writes it.
- Under 1 min from a new ticket to a suggested next step, whichever channel it came in on
- About 20% of the desk’s time back in our worked example
- Written up A resolved ticket with no article gets a draft from George, for your team to approve
Queue Assistant · Safe mode
VPN not working from home
Awaiting review Dev Patel can’t connect to VPN from home. Authentication has failed since the weekend.
- Assignment group
- (empty) → Network & Connectivity
- Service offering
- (empty) → VPN Remote Access
- Knowledge
- false → true
Three VPN tickets since the weekend and no article yet. Flagged as a knowledge gap.
Accept Reject Accepted by Sam Lee
Draft Drafted by George · sent to Sam to review
Fix VPN authentication failures after password change
- 1Clear the saved VPN credentials
- 2Re-enrol the device certificate
- 3Reconnect and confirm access
Catalog Designer
A catalog form shouldn’t take 8 to 12 weeks.
George designs the item with the requester, step by step, with a live preview. Once you approve it, he builds it, tests it and documents it, inside ServiceNow.
- About 5 hours of your team’s time per form on average, instead of about 23
- Live preview as the requester answers, so requirements stop bouncing back and forth
- Nothing built until your approvers say so. Then George builds it, tests it and documents it
Step 3 of 5
AM
We need a request form for new starter laptops.
Done. Here's a draft with seven fields. Have a look before I build it.
New starter laptop
Draft Requested for
Start date
Department
Laptop model
Cost centre
Delivery location
Accessories
Notes for IT
Submit
CMDB Manager
A CMDB you can trust, and keep that way.
George keeps watch on your CMDB from inside your instance. He tracks its health over time, traces issues to their root cause, and helps your team fix them, one approved step at a time. When a bigger fix is needed, he builds the plan and the workshop pack too. No CMDB manager on your team? George is one.
- Under 10 min for a CMDB health review and a plan to fix what it finds
- Root causes fixed, not symptoms: Discovery gaps, broken integrations, missing owners
- Week after week health tracked over time, so the data doesn’t drift straight back
George Console · CMDB health check
CMDB health check
200 CI sample87.9%stale
94.4%no discovery source
71orphaned
2.1%with an owner
- Discovery not covering two cloud accountsPlan ready
- Retired integration still creating CIsFixed
- Dynamic CI Group queries missing for application servicesWith CMDB owner
CSDM Architect
Your CSDM programme shouldn’t stall for months.
The application owner describes the business application in plain words. George builds on what is already in your ServiceNow and drafts a model across all the CSDM domains in under a minute, ready to be saved, reviewed and approved in ServiceNow.
- Under 1 min to a draft CSDM model across all the domains, built on your existing data
- About 2.5 hours per business application, instead of 10 in workshops, mock-ups and reviews
- About a quarter of the time for a whole programme, with the same team
CSDM Workspace · Student Records Portal · CSDM 5 · Walk
DESIGN & PLANNING SERVICE DELIVERY SERVICE CONSUMPTION DISCOVERED
BUSINESS APPStudent Records Portal
INFORMATIONStudent PII
APP SERVICEStudent Records (Prod)
TECH SERVICECloud Hosting (AWS)
TECH OFFERIdentity (SSO)
BUSINESS SERVICEStudent Records
OFFERINGEnrolment Records Access
Draft saved in your instance Awaiting approval Done in 41 s
ServiceNow Developer
Clear the backlog. Keep production safe.
George plans and builds stories in your development instance. You see and approve every change, and it is saved in an update set. In production he can look, but never change.
- 3x faster at building in dev, counted as a cautious floor, not a limit
- Every change shown to you and approved by you, then saved in an update set
- Read-only in production. George can look things up there, but never change them
George · Developer agent
GlydePath Dev AM
Can you make the password reset check the caller is verified before it sends the link?
Here’s the change. Nothing is saved until you say go ahead.
PasswordResetUtil.js Script Include
+4 −3
1
var PasswordResetUtil = Class.create(); 2
PasswordResetUtil.prototype = { 3
initialize: function() { 4
this.log = new GSLog('glydepath.reset', 'Reset'); 5
this.maxTries = gs.getProperty('reset.max_tries', 3); 6
}, 7
8
/** 9
* Checks the caller against the method they chose. 10
* @param {string} userId sys_id of the user 11
* @param {string} method 'sms' or 'email' 12
*/ 13
_verified: function(userId, method) { 14
var user = new GlideRecord('sys_user'); 15
if (!user.get(userId) || !user.active) return false; 16
if (method == 'sms') return !!user.mobile_phone; 17
return !!user.email; 18
}, 19
20
_tooMany: function(userId) { 21
var ga = new GlideAggregate('sys_pwd_reset_request'); 22
ga.addQuery('user', userId); 23
ga.addQuery('sys_created_on', '>', gs.hoursAgo(1)); 24
ga.addAggregate('COUNT'); 25
ga.query(); 26
return ga.next() && 27
ga.getAggregate('COUNT') >= this.maxTries; 28
}, 29
30
_sendLink: function(gr, method) { 31
var token = new GlideSecureRandomUtil() 32
.getSecureRandomString(32); 33
gs.eventQueue('glydepath.reset.link', gr, 34
method, token); 35
this.log.logInfo('Link sent to ' + gr.user_name); 36
}, 37
38
/** 39
* Starts a reset for the user by the chosen method. 40
*/ 41
reset: function(userId, method) { 44
var gr = new GlideRecord('sys_user'); −
gr.get(user); −
gr.setValue('password_needs_reset', true); −
gr.update(); 47
return { ok: true }; 48
}, 49
50
resetFromPortal: function(input) { 51
return this.reset(gs.getUserID(), input.method); 52
}, 53
54
_audit: function(userId, outcome) { 55
var log = new GlideRecord('u_reset_audit'); 56
log.initialize(); 57
log.setValue('u_user', userId); 58
log.setValue('u_outcome', outcome); 59
log.insert(); 60
}, 61
62
type: 'PasswordResetUtil' 63
}; CONFIRM
Instance GlydePath Dev
Table sys_script_include
Update set STRY0010231 Password reset Mandatory
Go ahead Not now
Saved in update set
Value
George can give you about 3,300 hours a year back for a typical team.
A worked example for a team with 36,000 tickets a year, 48 catalog items a year and one developer. Change the numbers to match yours. We replace every assumption with your own data before you commit.
Work done today by
Service Desk Analyst
a month
drafted a month
a year
Hours back a yearabout 1.1 people's time
Worth a yeara year
How we work this out
- Tickets counted: about half, the ones that arrive by email, Teams or the portal
- Time saved: 5 minutes on each
- Left out: calls logged by the desk, automated alerts, password resets, requests that already have a form
- Knowledge: 1.5 hours saved per article
The sum
- Tickets: 3,000 a month × 50% × 5 minutes × 12 months ÷ 60 = 1,500 hours
- Knowledge: 20 articles a month × 1.5 hours × 12 months = 360 hours
- Hours back: 1,500 + 360 = 1,860 hours
- Worth: 1,860 hours × $55.82 an hour = $103,800
Rounded: hours to the hour, dollars to the nearest $100.
Not counted: faster response times, fewer reassignments and fewer repeat tickets.
built or reworked a month
a year
a day
Hours back a yearabout 0.5 people's time
Worth a yeara year
Elapsed time: 8 to 12 weeks today; with George, the time of your approval cycle. Not added to the value.
Model usage for each item is about $5, charged at cost.
How we work this out
- Effort today: 23.2 hours an item (small 2 days, medium 3, large 5, in a mix of 30%, 60% and 10%)
- Time saved: 80% of that
- Stays with you: about 3 to 4 hours of review and testing
The sum
- Saved per item: 23.2 hours × 80% = 18.56 hours
- Hours back: 4 items a month × 18.56 hours × 12 months = 891 hours
- Worth: 891 hours × $91.76 an hour (in-house) = $81,800
Rounded: hours to the hour, dollars to the nearest $100.
Not counted: the 8 to 12 weeks your requesters wait, and the rework that follows.
Measured with you
No benchmark yet
CMDB effort depends on your data, your sources and the root causes behind them, so we do not estimate it. We measure it with you, and it is not part of the total.
Estimate one-off project, not in your yearly total
Each business application: 10 h today, 2.5 h with George, 7.5 h back (about $1,000)
to model
a year
a day
Hours back (one-off)hours, once
Worth (one-off)once
Same team, same pace
Today100%
With Georgeabout a quarter of the time
How we work this out
- Effort today: about 10 hours per business application, across the CSDM
- With George: 2.5 hours, a quarter of the effort
- Programme length: the same team finishes in about a quarter of the time (24 months becomes about 6)
- One-off: not in your yearly total
The sum
- Saved per application: 10 − 2.5 = 7.5 hours
- Hours back: 20 business applications × 7.5 hours = 150 hours
- Worth: 150 hours × $137.65 an hour (in-house) = $20,600
Rounded: hours to the hour, dollars to the nearest $100.
Not counted: what a shorter programme saves in engagement and delay costs.
people
a year
a day
Hours back a yearabout 0.3 people's time
Worth a yeara year
How we work this out
- Time counted: building only, 50% of a developer's working time
- Speed: we count George as 3 times faster at building, a cautious floor, not a limit
- Result: about 1.5 times the capacity from each developer
The sum
- Building today: 1 developer × 1,700 hours × 50% = 850 hours
- With George: 850 ÷ 3 = 283 hours
- Hours back: 850 − 283 = 567 hours
- Worth: 567 hours × $91.76 an hour (in-house) = $52,000
Rounded: hours to the hour, dollars to the nearest $100.
Not counted: planning, reviews, documents and shorter project timelines. George can produce Excel workbooks, branded PowerPoint packs, Word documents and PDFs, but how many a person writes in a month is hard to estimate, so none of it is valued.
Your total
hours a year back about 2.0 people's time
Worth a year
CMDB is measured with you, so it is not counted.
CSDM modelling is a one-off project, so it is not in the yearly total. For 20 business applications it is 150 hours, worth about $20,600.
How we start
From your estimates to measured results.
How a team starts with George, in five steps. We begin with your own numbers, agree targets together, run George in Safe mode, then measure what he actually gives back. You decide what he does next.
-
Your estimates
We start from your own estimates of volumes and effort. No access to your instance needed.
-
Value and targets
Together we model the value and agree the targets to aim for.
-
Foundation deployment
George works alongside your team in Safe mode. Every suggestion is approved by a person.
-
Baseline and realign
With George in place, we capture a real baseline and refresh the value and targets against it.
-
Measured results
We report progress against the targets, and you choose where George goes next.
Governance
Control stays inside your ServiceNow.
George’s controls are installed in your instance and run by your team. In your hands, not ours.
Kill switch George is stopped
Queue Assistant
Catalog Builder
Developer agent
Kill switch
Stops George across your instance, instantly.
GlydePath Dev
GlydePath Prod
Tools per instance
Switch developer and business tools on or off for each instance.
Read-only production
Developer tools can look in production, never change.
Per-user access
George works as each user, so your access rules apply.
AI Guardrails
George can’t edit the rules that govern him.
Tables
Credentials
Admin role grants
Excluded tables
High-risk tables, like credentials and admin role grants, are off limits.
Hosted in Sydney. Every action logged.
George keeps a full audit trail of every action, so you can always see what George did.
-
Onshore in Sydney.
George runs in AWS Sydney on Claude via Bedrock.
-
Every action logged.
George keeps a full audit trail of every action, so you can always see what George did.
-
A human approves first.
A human approves before anything is built.
-
Dev, never prod.
Builds go to the dev instance, not production.