AI & Innovation
AI that stands up in hours, not weeks.
We build practical AI into the way we deliver ServiceNow: configurable agents for service desk triage, knowledge drafting, catalog generation, CSDM modelling, and configuration review. Hosted in AWS using Anthropic's Claude models, onshore in Australia. No customer data leaves the country.
The vision
AI isn't a feature we added. It's how we think delivery should work.
The way ServiceNow delivery has always worked is expensive in the wrong places. Catalog items, automations, and structured build tasks, work that follows clear rules and repeatable patterns, get billed at developer rates because that's the only way it's ever been done.
AI changes that. When an agent can produce a build-ready catalog spec in minutes, or draft a CSDM model from your deployed stack in seconds, the cost of that work drops dramatically. The architecture and the judgement are still human. That's where the value is. The repetitive build work doesn't have to be.
The end state we're building toward: GlydePath architects running your platform, with AI agents handling the enhancement and delivery tasks that used to eat up most of the budget. Architecture quality, at a cost that makes sense for mid-market organisations.
Capabilities - What AI does on an engagement.
Framed by use case and outcome, not by build stage.
Service desk triage
Classifies, routes, and enriches incoming tickets at the point of intake, so the right team gets the right context first time.
Knowledge drafting
Turns resolved tickets into first-draft knowledge articles. A quality review workflow keeps humans in the loop: the AI handles the first pass, your team handles the judgement.
Catalog item generation
Turns a plain-language request into a build-ready catalog item spec in minutes instead of weeks of workshops.
CSDM service modelling
Produces a service model grounded in your actual ServiceNow stack, so teams can visualise the services they own instantly. That used to need whiteboards and multiple sessions.
Configuration review
Reads platform configuration against architecture standards and flags drift, so governance reviews have something concrete to act on.
Now Assist tuning
ServiceNow's native AI features work better with proper configuration and grounding. We tune Now Assist to your context: your taxonomy, your language, your services.
Data sovereignty
Onshore. By default. Not by exception.
For public sector, health, and education organisations in Australia, data sovereignty isn't a preference. It's a requirement. We designed around that from the start. Everything runs onshore. No data leaves the country. No exceptions, no configuration required.
Hosted onshore in Australia
Hosted in AWS using Anthropic's Claude models, onshore in Australia. No customer data leaves the country, by default, not by request.
Onshore Claude models
We run Anthropic's Claude models on onshore Australian infrastructure. The model capability you need, in the jurisdiction you require.
No training on your data
Your inputs don't train anything. Session data is scoped, transient, and not retained for model improvement.
Built for regulated sectors
Public sector, health, and education clients in Australia have specific obligations. We designed around them, not retrofitted to them.
How it fits
AI embedded in delivery. Not bolted on top.
Most conversations about AI in ServiceNow treat it as a separate capability to purchase and implement. We treat it as how we deliver, woven into every engagement, from the first catalog spec to the monthly platform review.
Platform Excellence includes AI governance and capability as standard. Project Delivery uses AI agents to reduce the cost of build work. CMDB Excellence uses AI to model your services in context so the work lands faster.
Platform Excellence
Now Assist tuning · prompt governance · configuration review agent · AI-assisted enhancements
CMDB Excellence
AI-generated CSDM models grounded in your deployed stack · rapid service design · visual workshops
Project Delivery
AI-assisted catalog specs · automation drafting · documentation generation · reduced build cost
FAQ - Common questions.
Things people ask about AI in ServiceNow delivery.
- How mature is this, really?
- We frame it by what each agent does, not by what stage it's at: service desk triage, knowledge drafting, catalog item generation, CSDM modelling, and configuration review are all use cases we build and run today. They're configurable and stand up in hours, not weeks, hosted in AWS using Anthropic's Claude models, onshore in Australia, with no customer data leaving the country.
- How is this different from ServiceNow's built-in Now Assist?
- Now Assist is a platform capability. GlydePath AI is how you get value from it, plus a layer of custom agents that go beyond what Now Assist covers out of the box. We also tune Now Assist to your specific context, which is what most organisations skip and then wonder why results are mediocre.
- We're in government / health / education. Can we actually use AI here?
- Yes, and you're right to ask. Our AI is hosted in AWS using Anthropic's Claude models, onshore in Australia. No customer data leaves the country. That's not a compliance checkbox we ticked; it's the architecture we built around, because most of our clients are in regulated sectors where it's non-negotiable.
- Will AI replace our team?
- Not what we're doing. AI handles the repetitive, structured work: drafting, classifying, generating first passes. Your team handles judgement, context, and decisions. The goal is that your team stops spending time on work that shouldn't require a human, so they can spend more time on work that does.
- How does AI fit into a Platform Excellence engagement?
- It's built in, not an add-on. Platform Excellence includes Now Assist tuning, prompt design, custom AI capability, and governance for responsible AI use. The configuration review agent is part of how we monitor platform health continuously.
See the AI in your context.
Book a call to talk through where AI would make the most difference in your platform.