About GlydePath
Senior ServiceNow architecture, without the enterprise overhead.
GlydePath is an Australian ServiceNow consultancy led by a Certified Architect. We help mid-market organisations in public sector, education, and healthcare get real value from a platform they already own, through senior architecture and embedded AI, not junior delivery. One platform, done deeply, with the same architect from strategy through to handover.
Why we exist
Most ServiceNow platforms underperform. The software is rarely the reason.
After 15 years and more than 50 ServiceNow engagements, one pattern shows up again and again: the platform works, but the delivery didn't. Generalist partners, junior resources brought in after the sales pitch, no architectural thinking, and no clear line from spend to business value. Organisations invest heavily, then can't show the return.
GlydePath was built to fix that. Every engagement is led by a Certified Architect for the life of the work, not just at kickoff. That's the rigour that stops technical debt accumulating in the first place, and it's the difference between a platform that keeps improving and one that slowly degrades.
We work with mid-market organisations rather than around them: the same architectural capability large partners bring, without the account-management layers and margin stacking.
Founder & Certified Master Architect
Jamie Douglas
Brisbane, Australia
Jamie is one of fewer than 700 Certified Master Architects worldwide, the most senior architecture certification ServiceNow offers. Over 22 years in IT and 15 years in ServiceNow, he has delivered more than 50 engagements across government, education, and healthcare, and holds 9 ServiceNow certifications alongside TOGAF and ITIL. His work spans strategic portfolio management, Discovery, CSM, a custom safety-management application for a theme park, an IoT offering built on ServiceNow, and roadmap delivery, plus time as a certified ServiceNow trainer. He is a Knowledge23 conference speaker.
His track record is built on the hard engagements, not the easy ones:
- In a prior role, designed a self-service portal for one of Australia's largest education departments, serving 75,000 staff and over 400,000 students.
- In a prior role, helped a government health department stand up a new operating model, providing architectural guidance and building their internal ServiceNow capability, including leading the recruitment.
- In a prior role, rescued a large-scale ITSM implementation running six months overdue by designing a new governance model, coaching stream leads on best practice, and accelerating the delivery cadence to hit the revised deadline.
- Owned the strategic roadmap service in a prior senior role, mapping platform investment to business outcomes.
AI capability
We didn't buy an AI story. We built one.
For the past two years, alongside the ServiceNow work, Jamie has been building AI agents from the ground up, starting with a single API call and working through the foundations most demos skip: memory, tool use, and guardrails. The goal was simple to state and hard to do: make enterprise-grade AI genuinely easy to configure.
That capability now runs as configurable AI agents built first and foremost for ServiceNow and the platform's own AI patterns. Hosted in AWS using Anthropic's Claude models, onshore in Australia. No customer data leaves the country. The same foundations can extend beyond ServiceNow where it makes sense, but ServiceNow is, and stays, the focus.
Quick wins
For teams that want immediate value, there's a working ServiceNow service-desk triage agent ready to point at your queue.
A head start on the big projects
For organisations exploring a larger ServiceNow AI transformation, GlydePath brings a working, configurable, multi-tenant capability that stands up in hours, not weeks, plus the hard-won foundations to guide the team, instead of starting from a blank page.
Our method
Diagnose. Design. Deliver.
01
Diagnose
Read the documentation, engage stakeholders, find exactly where value is being lost. A genuine architectural assessment, not a sales exercise.
02
Design
Define outcomes and give recommendations tied directly to them. Architecture decision records before a line of code is written. Data models, integration patterns, AI governance: all designed upfront.
03
Deliver
Build using ServiceNow's Now Create methodology: bi-weekly sprints, documentation built continuously. Handover with everything your team needs to operate without us.
The measure of success is improvement your own team can maintain, not dependence on an external one. Our work focuses on getting more from the platform you already own, not selling you more licensing.
Proof
What that looks like in practice.
GlydePath has been the architecture partner for a large Australian education provider, our anchor client, for over 18 months. Their platform now sits at a health score of 95/100: delivery, platform health, and hours burn all tracking green. A governance framework, demand intake process, and sprint cadence are established and live. CMDB and complaints-management projects are underway, with AI supporting configuration review and catalog work across the engagement.
Client name withheld, available on request.
Health score
Platform health
Independently scored healthy and climbing every month.
Up from inherited baseline