Blueprint and governance
The catalogue of public services, routing rules between departments, service levels and the data each service holds are agreed with the service owner, the digital government team and internal audit.
Platform implementation
ServiceNow Public Sector
We implement ServiceNow for public sector entities that want requests from the public and internal service desks on one platform, so a request, its approvals and the work behind it stay in one record.
ServiceNow public sector work centres on Public Sector Digital Services: request intake from a portal, routing of cases to the right department, and permits where the entity issues them. Because the same Now Platform often already runs the entity's IT service management, the public-facing side can reuse its CMDB, assignment groups and service levels. Hosting and residency follow the data centre options ServiceNow offers for the region, which we confirm with ServiceNow early.
We build request types and case flows in Flow Designer, configure a portal for the public and Employee Center for staff, connect sign-in to the national identity service and use IntegrationHub for payment services. Arabic language support and the correct working-week schedules are configured before user testing, and every change moves between instances through update sets or application repository releases.
Where your enterprise architecture team works to a framework such as TOGAF, to the architecture standards of your digital government authority in the UAE or to the DGA's National Overall Reference Architecture (NORA) in Saudi Arabia, we record architecture and integration decisions in the same format, so vendor roadmaps can be reviewed alongside your own standards.
ServiceNow Public Sector and related product names may be trademarks of their respective owners.
How we implement ServiceNow Public Sector
Design, build, integration and run-state support, with each decision recorded for your steering committee.
Public requests and cases
Request forms, case types and status updates designed per service, so a person can track a request and staff can see its full history.
Permits on the platform
Permit applications, review steps and issue configured on the platform, with outcomes recorded against the permit.
Agency CMDB and service desks
One CMDB and shared assignment groups across IT, facilities and public services, so an outage on a system is linked to the public services it affects.
Hypercare and managed support
Each of ServiceNow's twice-yearly releases is tested on a sub-production instance first; we then monitor overdue requests, service-level breaches and portal errors, and keep translations current as forms change.
Signs ServiceNow should carry your public services
ServiceNow fits entities that already run IT or employee services on the platform and want public requests and internal fulfilment to share one workflow and one record.
- An existing or planned ServiceNow instance for IT services
- A list of public services with their steps and service levels
- Department owners ready to accept routed work in ServiceNow
- Arabic translations owned by a named content lead
Plan ServiceNow Public Sector with Hosn Al Tomoh
Tell us what the platform needs to do and when. We will propose a first phase with scope, team and an itemised quotation.