Corporate Overview

About NGenious

270+
Established 2005, Piscataway,
New Jersey

Office Locations USA - New Jersey

Projects 175+
Delivered
India - Mumbai Happy
Customers
Satellite Offices in Florida, North
Carolina, and Texas
500k+
Global Customers North America, Asia,
Middle East and Europe
Users
Supported
19+
Years of
Growth and
Focus on Enterprise Collaboration, ERP, Financial
Process Automation, IT Service Stability
Management, Operations Management
& Business Intelligence

Affiliations
Highlights

Peak Client Retention Peak Employee Retention

A strong relationship with trusted Great work ethics and opportunities to

teams working over the last decade for
14 work with new technologies and
the same client providing continued
Years 11
upgrade skills over every year.
Years
support and enhancements.

Median Employee Tenure

Average Client Engagement 5.5
Years Opportunity to grow, work in a
4.1 dynamic work environment with
Working as extended teams for our Years diverse projects and new technologies
clients and supporting them during
to work with.
thick and thin with product
enhancements, upgrades and support.
Areas OF Expertise
Cloud Solutions Data Analytics & Intelligence
Advisory Analytics
Migration Data Visualization
Support Services Predictive Analytics
Architecture Design Integration & Data Warehousing
Cloud App Development

Enterprise Solutions AI
Enterprise Resource Planning Microsoft Copilot
Document Management Microsoft Open AI
Knowledge Management ServiceNow AI
Service Management
Operations Management

Application Development Process Automation

Web Apps
Robotic Process Automation
Portal Development
Business Process Automation
Custom App Development
Data Integration and Migration
Integration, Migration & Maintenance
Cognitive Automation & AI
Technologies

AI

Cloud

App Dev SPFx

Enterprise

Automation

Analytics
ServiceNow Capabilities
Delivering Full-Cycle Value with ServiceNow

End-to-End ServiceNow
Implementation Admin Support
From consulting to configuration, Keep your platform up-to-date and
enhancements, and ongoing support—our running smoothly. Our admin team
team ensures you get maximum value out proactively implements the latest
of your ServiceNow investment. upgrades and provides seamless
transitions.

Custom On Demand
Implementation Consultation
Every business is unique. We tailor best- Need expert advice on short notice? Our
in-class solutions to address specific certified professionals are available to
workflows and processes using the partners and customers, ensuring timely
ServiceNow platform. resolutions and strategic guidance.
Key ServiceNow Modules and Their Business Impact

ITOM (IT Operations

ITSM (IT Service Management) ITAM (IT Asset Management)
Management)

Upgrade resolution time with automation Shift from reactive to proactive. Provide Automate routine tasks with intuitive
and holistic visibility. Intelligent workflows high-performance services with workflows to simplify asset management.
streamline processes across enhanced visibility and AI-driven Act quickly, optimize utilization, minimize
departments. capabilities. risk, and cut costs.

CMDB (Configuration SPM (Strategic Portfolio CSM (Customer Service

Management Database) Management) Management)

Automation of routine tasks & intuitive Plan, prioritize, and track strategic Deliver end-to-end customer support
workflows simplify asset management. objectives. Align investments with with integrated workflows. Empower
You’ll be able to act quickly, optimize business goals to deliver measurable teams to resolve issues quickly and
utilization, minimize risk and cut costs. outcomes. enhance customer satisfaction.
Implementation Methodology

Objective: Understand the client’s environment, pain points, and goals.

Discovery & Assessment Outcome: A tailored project plan with clear deliverables and timeline.

Objective: Align ServiceNow modules with client-specific workflows.

Design & Configuration Outcome: Customized solutions ready for testing, ensuring best-fit approaches.

Objective: Conduct user acceptance testing (UAT), resolve issues, and refine.
Testing & Validation Outcome: A stable platform aligned with real-world usage and performance requirements.

Objective: Seamless migration to the live environment with minimal disruption.

Deployment & Training Outcome: Empowered teams via training sessions, robust documentation, and knowledge transfer.

Objective: Monitor performance, ensure updates, and continuously improve.

Support & Optimization Outcome: Long-term value realization, sustained ROI, and high user adoption.
Approach & Objectives

Governance & Accountability

How We Deliver Results Using
Our Methodology
3 Establish clear roles (executive sponsors, platform
owners, SMEs) for decision-making. Promote auditable
ITIL processes that align with compliance and
governance goals.

Accelerated Adoption
Collaborative Engagement

1 4
Equip teams with targeted training and knowledge
We listen first: workshops and interviews capture your transfer sessions. Foster user adoption via self-service
environment, processes, and culture. We partner with options, simplified interfaces, and targeted
you throughout, ensuring transparency and co- communications.
creation

Practical Recommendations Periodic Reviews

2 5
Leverage ServiceNow Industry Leading Practices to Conduct periodic reviews to evaluate performance,
design scalable solutions. Provide actionable guidance event management accuracy, and CMDB health.
on Incident, Change, Request, CMDB, and Portal Refine and evolve the platform roadmap in line with
enhancements. changing business needs.
Roadmap for ServiceNow Implementation

Discovery & Objectives Deep-Dive Analysis

Confirm current challenges, desired outcomes, Assess platform readiness, data structures, and Execution & Validation
and strategic imperatives. Identify key governance models. Evaluate process maturity to Implement prioritized solutions, iterate based on
stakeholders and define scope for Incident, ensure thorough recommendations for ITIL best feedback, and validate outcomes. Ensure
Change, Request, Portal, CMDB, and related needs. practices, event correlation, and CMDB stakeholder alignment through regular
management. checkpoints and progress reviews.

1 3
5

2
4
Alignment Workshops
Facilitate interactive sessions to explore Roadmap Creation
the “Current State” vs. “Future State”.
Develop a clear project timeline with phased
Document priorities, pain points, and
deliverables (quick wins vs. long-term initiatives). Define
opportunities aligned to industry best
the resource plan, success metrics, and budgetary
practices.
considerations.
Our Team Overview

ServiceNow ServiceNow Project Business

Developers Admins & Managers Analysts
Implementors

8 14 3 3
Supported Modules

ITAM ITOM ITBM ITSM CMDB

ITSM & Discovery Implementation

Client Overview Solution Delivered

A major US hospital struggled to manage a large 1. ServiceNow ITSM Implementation: Established a full lifecycle ITSM framework
number of IP-based devices in its data center. covering incident, problem, and change management, as well as service
They sought a comprehensive solution to requests and Service Desk operations.

streamline device tracking and implement a

2. Comprehensive Device Discovery: Identified and cataloged all data center
robust IT Service Management (ITSM) system for
devices—including critical medical equipment—and integrated them into the
efficient incident, problem, and change
ITSM platform.
management.
3. End-User Service Portal: Deployed a streamlined portal for easy ticket
submission and real-time tracking of IT requests.

Business Requirement 4. Single Sign-On (SSO) & Active Directory Integration: Simplified authentication
while enhancing security through centralized user management.
They needed an automated process to discover,
log, and monitor every IP-based device, ensuring 5. API Integration: Enabled seamless data exchange between ServiceNow &

uninterrupted medical services. The new solution existing hospital systems.

had to seamlessly integrate with the hospital’s

6. Customized User Interface: Tailored the platform’s interface to hospital
existing infrastructure and workflows. workflows, improving accessibility for both IT teams & end users.
ITSM & Discovery Implementation

Solution Delivered Customer Impact

With the implementation of the ServiceNow ITSM platform, the
• Efficient IT Process Management: Automated request
hospital saw substantial improvements in service
handling reduced response times and boosted cross-
management. Streamlined processes led to faster issue
departmental collaboration.
resolution, reduced system outages, and greater staff

• Enhanced Incident Tracking: Centralized ticketing for satisfaction. Enhanced device tracking and a user-centric

incidents, changes, and problems within ServiceNow, interface contributed to efficient, uninterrupted patient care

accelerating resolution and minimizing downtime. and an overall boost in operational performance.

• User-Friendly Interface: A custom Service Portal enabled

quick and easy submission of IT requests, greatly
improving the user experience.

• Comprehensive Device Management: Achieved full

visibility of the data center, including critical medical
devices, ensuring all assets were discovered and
managed within the ITSM framework.
ITOM Implementation

Solution Delivered
Client Overview
1. Service Mapping & SCOM Integration: Integrated ServiceNow Service Mapping
A leading US-based company sought to enhance its IT
with System Center Operations Manager to align discovered CIs with business
operations by gaining complete visibility over its
services.
network infrastructure. They required a solution that
could effectively discover and map Configuration Items 2. Comprehensive Device Discovery: Cataloged around 20,000 devices using

(CIs) across their network, align them with business predefined business groupings, providing clear asset visibility.

services, and manage alerts for data center servers.

3. Scalable Infrastructure Setup: Deployed multiple Mid-Servers to accommodate
growth, ensuring efficient and scalable operations.

Business Requirement 4. End-to-End Network Discovery: Discovered all servers and network devices for full
oversight of the IT landscape.
The client faced the challenge of mapping thousands
of discovered CIs to the correct business services & 5. Service Map Creation: Built multiple service maps defining business services,
offering a clear, organized view of the environment.
ensuring that alerts for critical data center servers
were promptly managed by support engineers. They 6. Event Management Setup: Integrated SCOM for proactive monitoring and real-
needed a comprehensive IT Operations Management time response to alerts.

(ITOM) solution to achieve this, while also providing

7. Change Management: Automated the process of retiring outdated CIs, minimizing
clear, actionable insights to higher management.
manual effort and reducing errors.
ITOM Implementation

Key Outcomes Customer Impact

By implementing our ITOM solution, the client gained
• Full Network Visibility: The client successfully discovered
comprehensive visibility over their IT environment, allowing
all network devices, ensuring no critical asset went
them to efficiently manage network operations while aligning IT
unnoticed.
initiatives with key business objectives. The proactive alert

• Accurate CI Mapping: Every configuration item was system and robust reporting empowered the client to address

aligned with its respective business service, enhancing IT issues swiftly, significantly reducing downtime and enhancing

operations and reporting accuracy. overall service delivery.

• Proactive Alert Management: Established an alert

system that rapidly notifies the appropriate teams and
identifies the affected business service, minimizing
response times.

• Data-Driven Insights: Delivered actionable data to

senior management through detailed reports and
dashboards, facilitating informed, timely decisions.
ITSM Implementation

Client Overview Solution Delivered

A rapidly growing eyecare and optical retail services
1. Comprehensive ITSM Implementation: Covered incident, problem,
provider in the US—with 300+ stores and over 1,200 change, service requests, service catalogs, and ServiceDesk capabilities.
employees—needed to overhaul its IT service
2. End-User Portal Deployment: Built a user-friendly Service Portal,
management (ITSM) strategy to keep pace with
simplifying access to IT services and enhancing satisfaction.
expansion.
3. Seamless Integration: Implemented Active Directory and Single Sign-On
(SSO) for secure, unified authentication.
Business Requirement
The client had relied on a platform called “FranConnect” for 4. API Integration: Enabled smooth data flow between ServiceNow and

their IT helpdesk and service portal, but encountered: other enterprise systems.

• Incomplete Adoption: Low platform usage led to high costs

without expected ROI.
• Customization Limitations: Difficulty tailoring features to
evolving business needs.
• High Operational Costs: Ongoing expenses remained high
despite limited adoption.

Seeking more flexibility and better process optimization, they

turned to ServiceNow as a robust and scalable ITSM solution.
ITSM Implementation

Key Outcomes Customer Impact

The adoption of ServiceNow revolutionized the client’s IT service
• Streamlined IT Processes: ServiceNow enabled more
management, aligning it with their rapid growth and diverse
efficient request handling, accelerating incident, change,
operational needs. With improved efficiency, user satisfaction,
and problem resolution.
and a more streamlined IT process, they are now well

• Unified Tracking System: All IT-related issues are now positioned to meet their long-term business goals.

tracked in ServiceNow, ensuring comprehensive visibility

and accountability.

• Enhanced User Experience: A custom-built Service Portal

simplified the end-user interface, boosting satisfaction
by making it easier to submit and track requests.

• Cost Efficiency: Migrating from FranConnect to

ServiceNow significantly reduced expenses by
eliminating an underutilized platform and optimizing IT
operations.
Integration with Terraform/Ansible

Client Overview Business Requirement

A leading organization sought an efficient, automated The client aimed for seamless integration between ServiceNow
infrastructure provisioning system by integrating ServiceNow and Terraform—enabling automated provisioning, resource
with Terraform/Ansible. This would streamline IT operations and management, and policy enforcement—while leveraging Ansible
reduce manual effort in managing resources. for configuration management. Key objectives included:

ServiceNow Scope Terraform Scope

• Integration Hub Configuration: Set up Integration Hub and Spokes for • Terraform Module Development: Build up to 40 Modules to provision various
connecting ServiceNow with Terraform. infrastructure and resources.

• Catalog Creation: Develop up to two Catalog Items and associated workflows • Sentinel Spec Creation: Develop up to five Sentinel policies for automated
to automate provisioning. governance.

• Approval Process Configuration: Implement one Approval Flow integrated • RBAC Configuration: Set up Role-Based Access Control for up to five teams,
with Catalog Items, ensuring controlled deployment. securing Terraform environments.

• Custom Form Development: Create up to two Custom Forms for capturing • Workspace Setup: Configure up to 10 Workspaces during design workshops.
data, then passing it to the Catalog Items for provisioning.
• Module Storage: Store all Terraform Modules in a federated Git-compatible
repository for streamlined version control.
Integration with Terraform/Ansible

Solution Delivered
To meet these complex requirements, our team implemented a 5. Notification System Configured multi-level notifications for ticket
comprehensive solution, integrating ServiceNow with Terraform to statuses and approvals, ensuring stakeholders remain informed
automate infrastructure provisioning and streamline procurement throughout the process.
workflows:

6. Vendor Communication Workflow Created an email-based

1. ServiceNow Procurement Plugin Deployment Deployed the
process for vendors to submit multiple invoices for a single request,
Procurement Plugin to automate the entire lifecycle—from request
initiation to order fulfillment. simplifying the invoicing cycle.

2. Vendor Onboarding Onboarded multiple vendors within the 7. Vendor Web Form Developed a dedicated vendor form in
ServiceNow platform, enhancing both the procurement process and ServiceNow, enabling direct tracking and estimated time of arrival
vendor management.
(ETA) updates.

3. Automated Procurement Workflow Implemented code to

automatically send Purchase Orders (POs) to vendors once 8. User Onboarding Process Enhancement Amended the existing

requests are approved, reducing manual intervention and delays. order guide to incorporate the new procurement flow, ensuring a
seamless experience for newly onboarded users.
4. Procure-to-Pay Automation Developed and automated end-to-
end workflows for the procure-to-pay process, covering hardware,
software, and service catalogs.
Integration with Terraform/Ansible

Key Benefits Customer Impact

By uniting ServiceNow and Terraform, the client gained a highly
• Streamlined Procurement Process: Integrating
ServiceNow with Terraform drastically reduced manual efficient, automated provisioning system aligned with their
effort and procurement errors through automated business goals. This synergy lowered operational costs,
workflows. accelerated IT service delivery, and provided faster turnaround
times for infrastructure provisioning & resource management.
• Improved Vendor Management: Onboarding vendors
directly onto ServiceNow and automating
communication enhanced vendor relationships and
streamlined order processing.

• Enhanced Infrastructure Provisioning: Creating

Terraform modules and Sentinel specs enabled fast,
policy-driven infrastructure deployment, ensuring
scalable and compliant operations.

• Increased Operational Efficiency: Automated end-to-

end workflows and notifications significantly improved IT
responsiveness, allowing the client to focus on strategic
initiatives instead of manual processes.
UI/UX & Service Catalog Implementation

Client Overview Solution Delivered

A prominent US-based food manufacturing company sought to • Service Portal UI/UX Enhancement: Designed a modern, intuitive
streamline and elevate their event request management by interface on the Service Portal, ensuring users can quickly request
implementing a customized Service Portal for both end users and and manage suites or tickets.
support agents. They aimed to optimize user experience and
operational efficiency, particularly around requesting corporate • Custom Pages & Widgets: Developed targeted pages and
suites and event tickets, as well as tracking loyalty points. widgets covering all facets of event management, improving
access to key information.

• Automated Notifications: Built automated email alerts to keep

Business Requirement
agents and users informed at every stage—request submission,
1. Service Portal Customization: Develop a user-friendly Service approval, fulfillment, and closure.
Portal using advanced UI/UX techniques, enabling easy requests
and management of corporate suites and event tickets. • Advanced Client Scripts & Business Rules: Created several
scripts, rules, and UI policies to ensure seamless portal operations
2. Request Management: Implement an end-to-end process for aligned with the client’s business processes.
tracking all event-related requests in one unified flow, simplifying
how users and agents interact. • Service Catalog Items Creation: Enhanced and introduced
catalog items tailored to event-related requests, providing a
3. Loyalty Points Integration: Provide insight into loyalty points, clear and structured way to manage them.
allowing end users to view their balances and understand how
event participation impacts their points.
UI/UX & Service Catalog Implementation

Key Outcomes Customer Impact

This implementation provided a robust platform for managing
• Unified Event Request Management: The customized
event-related requests and loyalty points. By streamlining
Service Portal enabled both agents and end users to
workflows and creating an intuitive interface, the new Service
track and manage event requests within a cohesive flow,
Portal not only enhanced user experience but also bolstered
significantly reducing administrative overhead.
operational efficiency and overall customer satisfaction.

• Real-Time Notifications: Automated alerts kept

everyone informed of request statuses, leading to better
communication and fewer delays.

• Comprehensive Points Management: Administrators

and managers gained an organized view of loyalty
points usage and balances, improving reward
management and user engagement.
ITSM Implementation & Integration
Solution Delivered
Client Overview
1. Comprehensive ITSM Module: Deployed ServiceNow with 100+ catalog
A leading electrical manufacturing company sought to enhance its items for incidents, problems, changes, and service requests.
IT support capabilities by implementing the ServiceNow ITSM
module. The primary goal was to unify and streamline support ticket 2. Knowledge Management & Media Content: Enabled quick search for help

& service request management under a single, robust platform. articles and integrated video resources for more intuitive guidance.

3. End-User Service Portal: Created a user-friendly interface for requesting

IT services and tracking ticket status.
Business Requirement
4. AD & SSO Integration: Unified user authentication and access through
Deploy a Complete ITSM Module: Manage all support tickets and Active Directory and Single Sign-On.
service requests efficiently.
5. Asset, Survey, & SLA Management: Set up asset tracking, feedback
Integrate with Existing Systems: Incorporate Active Directory and surveys, and custom SLAs to improve service quality.
Single Sign-On (SSO), along with asset management, surveys, and
6. SolarWinds Event Management: Integrated SolarWinds for faster
SLA enforcement.
detection and resolution of IT incidents.
Empower End-Users: Provide a user-friendly Service Portal for
7. Multi-Level Approval Catalogs: Implemented over 100 approval
requesting IT services and accessing knowledge resources.
workflows, ensuring proper authorization of service requests.

Implement Advanced Approvals: Use multi-level workflows for

8. Support Staff Training: Provided targeted training to drive adoption and
service catalog requests to ensure proper authorization.
effective use of the new platform.
ITSM Implementation & Integration

Key Outcomes Customer Impact

• Streamlined IT Processes: Requests now trigger more efficiently This robust, scalable ITSM solution empowered the client to
through ServiceNow, boosting speed and accuracy of support streamline operations, improve user satisfaction, and adopt a
operations.
more proactive IT service management approach.

• Comprehensive Tracking: Incidents, changes, and problems are

centralized, offering clear visibility for better decision-making.

• Enhanced Knowledge Sharing: A media-equipped knowledge

base helps users resolve issues independently, reducing burden
on IT teams.

• Proactive SLA Management: Custom SLAs foster continuous

improvement, minimizing downtime and enhancing service
quality.

• User-Friendly Interface: The simplified Service Portal makes it

easy for end-users to submit and monitor requests.

• Data-Driven Decision Making: Clear reports and dashboards

give leadership the insights needed for informed strategic
decisions.
ITOM Discovery, Service Mapping
Implementation, and Event Management
Solution Delivered
Client Overview
1. Mid Server Installation: Deployed multiple servers for network-based CI
A global enterprise initiated a Proof of Concept (PoC) to enhance
discovery.
IT operations using ServiceNow ITOM. Their goals were to
streamline Configuration Item (CI) discovery, improve service
2. Discovery Implementation: Identified over 3,000 servers and devices
mapping accuracy, and bolster event management capabilities.
with ServiceNow Discovery.

Business Requirement 3. Service Mapping Creation: Developed multiple maps covering 31 on-
premises business services.
• CI Discovery & Service Mapping PoC: Discover CIs across the
network and categorize them into business services. 4. SCOM Integration: Enabled proactive event management by linking
ServiceNow with Microsoft SCOM.
• Integration with Troux: Import CI data from Troux into ServiceNow
for unified service mapping.
5. API Integration with Troux: Streamlined CI data import to the CMDB,
• CMDB Modernization: Refresh and standardize data from multiple ensuring accurate mapping.
sources to improve accuracy.
6. Change Management Integration: Ensured proper CI lifecycle
• Operational Inefficiency: Address gaps caused by a lack of a
management, including decommissioning.
holistic view of IT operations.

• Business Impact Analysis: Implement end-to-end service maps 7. Event Management Setup: Implemented stakeholder notifications for
for clearer application impact assessment. critical alerts and business service impacts.
ITOM Discovery, Service Mapping
Implementation, and Event Management

Key Outcomes Customer Impact

• Comprehensive Network Discovery: The client identified all With ServiceNow ITOM, the client transformed how they manage
devices via ServiceNow Discovery, gaining deeper visibility into IT operations. Automating CI discovery and service mapping,
their IT environment. plus proactive event management, significantly improved
efficiency and gave real-time visibility into business services—
• Accurate Service Mapping: Every CI was tied to the correct
business service, aiding better infrastructure oversight. ultimately elevating their IT service delivery.

• Improved Event Notification: The new event management system

provided real-time alerts and clarified which services were
impacted, reducing downtime.

• Enhanced Reporting & Dashboards: Customized insights

empowered leadership to make faster, data-driven decisions.

• Automated Discovery: Scheduled scans synchronized both on-

premises and cloud devices with the CMDB.

• Improved End-User Experience: More efficient operations and

quicker issue resolution boosted overall satisfaction.