Most ServiceNow implementation partners configure ITSM and call it done. Clay's ServiceNow practice, however, goes further, building platforms that have unified 450,000+ end users onto a single CSM-ITSM-ITOM instance (per Clay's documented case study record), managed environments running 13,000+ servers and 27,000+ end users, and increasingly, layering ServiceNow's Now Assist AI on top so those platforms don't just process requests, they resolve, predict and route them before a human has to.
01
Consolidate
Scattered systems onto one instance
02
Rationalise
CMDB to CSDM 3.0 standard
03
Unify
CSM, ITSM and ITOM together
04
Layer AI
Now Assist on a clean data model
05
Predict
Resolve and route before a ticket
450,000+
Users on one CSM–ITSM–ITOM instance
13,000+
Servers managed on a single platform
20% faster
Incident resolution after consolidation
What It Is
Most ServiceNow consulting engagements stop at deploying the modules an enterprise asks for. Clay's approach starts with what actually happens when a platform has to hold at scale, consolidating 60+ disparate inventory systems into a single ServiceNow instance for a US Tier 1 telecom operator, replacing four legacy ITSM systems with one harmonised ServiceNow ITSM Suite for a telecom conglomerate spanning Singapore and Australia, and rationalising a CMDB to CSDM 3.0 standard across ~3,000 network nodes and 500+ applications for an APAC telecom group.
That discipline is now extending into AI. ServiceNow's Now Assist AI and predictive intelligence sit naturally on top of the CMDB, ITSM and ITOM foundations. Clay has already spent two decades building for clients, culminating in resounding success stories, because an AI layer is as good as the data model underneath it. Clay's practice has been getting that data model right for enterprises long before "AI-powered ITSM" was a category.
This is a ServiceNow implementation partner built by the same engineers who build Clay's Qlik, Databricks and BPM work, so your ServiceNow instance isn't an isolated ticketing tool. It's wired into the same data and process infrastructure as everything else you run.
Key Capabilities
Incident, problem and change management are structured for a strong IT ecosystem, with Now Assist AI summarising incidents, suggesting resolutions from historical tickets, and cutting the manual triage that slows a service desk down.
Constant performance monitoring with AI-driven anomaly detection catches issues before they escalate, incorporating the same discipline that let one client resolve incidents 20% faster across a consolidated platform.
A single, AI-assisted source of truth for assets and configuration items, rationalised to the CSDM 3.0 standard and replacing fragmented, manually maintained asset records with a model that reconciles itself.
Unified case, incident and field-service workflows across mobile, fixed and broadband lines, with AI-assisted scheduling and dispatch cutting field service duration and ticket resolution time.
Custom low-code applications from citizen self-service portals to vendor management systems are increasingly built with AI-assisted development tooling that speeds up configuration without sacrificing governance.
Now-to-Now and third-party platform bonding for standardised, low-touch B2B interactions, with AI-assisted routing enabling zero-touch fulfilment of incidents, changes, problems and service requests via open APIs.
One AI-ready foundation
Not an isolated ticketing tool. A single source of truth.
Wired into the same data and process infrastructure as everything else you run — with Now Assist sitting on a model that can actually hold.
Use Cases
Enterprise-wide ITSM/ITOM consolidation
Replacing legacy or heavily customised platforms
Telecom OSS/BSS transformation
CSM, TSM, FSM and event management at carrier scale
CMDB rationalisation to CSDM 3.0
Across large, distributed IT estates
Government and municipal service delivery
App Engine and citizen self-service portals
B2B digital concierge and eBonding
Zero-touch enterprise interactions
IT asset management licensing optimisation
For high-headcount, low-IT-touch organisations
Proven Results
A major American telecom carrier was running fault-management and customer-service data across 60+ disparate, siloed inventory systems. Clay consolidated everything onto a single ServiceNow platform — CSM/TSM, ITSM, CMDB & TNI 2.0, and Event Management & Orchestration, over an 18-month MVP, delivering 100+ Service Orchestrator workflows, 20% faster incident resolution, 30% improved data accuracy, and 50% better decision-making.
Run that same transformation today, and the next step is obvious: with the data model already unified across 100+ workflows, an AI layer sitting on top, reading the same CMDB and event data, could flag an emerging fault pattern before it generates the next incident ticket, not just resolve incidents 20% faster once they're already raised. That's the natural next phase for a platform this consolidated.
A telecom service provider operating across 14 countries needed to unify customer service management and ITSM for a 450,000+ user base. Clay integrated 11+ legacy systems into a single ServiceNow CSM–ITSM–ITOM platform, automating 100+ SLAs and consolidating case, incident, problem, knowledge and change management into one system.
An Australian telecom conglomerate with Singapore operations was running a legacy, heavily customised ITSM/ITOM environment. Clay replaced it with a unified ServiceNow ITSM & ITOM suite managing ~13,000 servers, ~3,000 network nodes, 500+ applications and 27,000+ end users, rationalising the CMDB to CSDM 3.0 standard along the way.
A municipal water utility was running manual meter readings and invoicing with no unified dispute or audit process. Clay built a custom ServiceNow App Engine containing the Smart Water Billing application, automating meter reading and invoice generation, backed by ITSM for incident and dispute management, GRC for audit trails, and a CSM self-service citizen portal delivering 20% revenue assurance and a 40% improvement in citizen experience.
Read the full case study →This telecom group were running four disparate legacy ITSM systems with no single source of truth for assets. Clay replaced all four with one harmonised ServiceNow ITSM Suite, integrated 5+ monitoring tools, and rationalised third-party CMDB data, achieving a 5-out-of-5 customer satisfaction score.
If your ServiceNow instance is one of several disconnected systems instead of the single source of truth it's supposed to be, this is the exact problem this platform exists to solve. Start a conversation about what yours looks like.
Tell us how many systems your team is currently juggling instead of one. We'll show you what it looks like on a single ServiceNow instance, with AI already built into the foundation.
Start a conversation →