AHEAD for Enterprise Service Management

Running IT like a business means, improving the speed – and quality – of service delivered. It means a maniacal focus on productivity, and providing complete transparency into what and how IT is doing as a service provider.

AHEAD’s enterprise service management practice will help you manage IT in way that enables speed and innovation, but with rigor, governance, and measurement.

The Value is in the Stitching

Several solution providers can help implement ServiceNow, but in most cases, that’s all they know. AHEAD’s secret sauce is in the stitching.

With dedicated teams for service management, as well as security, public cloud and the data center, we know how to extend the reach and impact of your ServiceNow platform.

Does Your ServiceNow Platform Need a Recharge

Many companies have taken a narrow focus on just ticketing — and they’re not set up to satisfy a business that wants to rapidly rollout new services, new capabilities. We’re often called in to course-correct an implementation or recharge the ServiceNow platform so that the organization can achieve the desired goals of more self-service, transparency, and responsiveness.

Request your Briefing on ServiceNow Recharges

IT Operations Management

AHEAD’s enterprise service management practice centers on the ServiceNow platform.  On average, AHEAD consultants have more than 5 years of experience with that platform.

When implementing or recharging the ServiceNow ITOM module, AHEAD improves the speed of identifying disruptions and improving service availability. We automate IT processes and remediation, and bring rigor and discipline to the practices of event management, discovery, and operational intelligence.

IT Service Management

We apply the ServiceNow ITSM module to bring automation, consistency, and speed to IT service delivery.  AHEAD helps clients consolidate legacy applications, automate manual processes, and through a single source of the truth, better demonstrate and enforce alignment between IT and business priorities.

Questions on the Financial Rationale for an ESM Platform?

Forrester Research conducted a study examining the potential ROI enterprises may realize by modernizing ITSM, improving ITOM while eliminating service outages, and optimizing performance with real-time analytics.

Read The Total Economic Impact™ Of ServiceNow

IT Business Management

With practical expertise and experience in using ServiceNow for project portfolio management, resource management, and demand management, the AHEAD team helps IT organizations run more like disciplined businesses. We help clients determine where to invest their resources to best support organizational goals.

We practice what we preach. AHEAD uses ServiceNow ITBM to run its own client services practice.

Enterprise Monitoring and Analytics

As enterprises accelerate their digital transformations, they must ensure their digital platforms and applications continuously offer stellar user experiences. But as the old adage goes, “You can’t manage what you don’t measure,” and unfortunately, performance insights and analytics are generally underserved areas of IT infrastructure and service management.

AHEAD’s Enterprise Monitoring & Analytics solutions help clients manage and measure, providing the instrumentation and processes to baseline, analyze, present, and alert on all measures of system performance.

  • Identify performance problems in production before they impact the customer, and resolve issues quickly as they happen.
  • Manage and measure in an end-to-end manner, from database to end user, covering every metric over every component, and tracing them across tiers by transaction.
  • Deliver critical application performance data in real time, making it relevant not only to IT and development teams, but business leaders as well.
  • Integrate application performance management platforms like AppDynamics with other core systems management tools for a more holistic approach to monitoring IT services.

Using or Considering AppDynamics for Application Performance Management?

AppDynamics enables transaction-level performance monitoring, application mapping, dynamic baselining and code-level diagnostics. But APM is a serious undertaking. AHEAD created an APM Maturity Model to help you ensure you’re getting the most out of your APM strategy.

Read Getting the Most Out of AppDynamics

SecOps and GRC on ServiceNow

AHEAD helps clients utilize ServiceNow as a platform to help reduce risks and improve threat response. We do this by tightly connecting our ESM and Security practices, the latter incorporating expertise in endpoint protection, network security, and log analytics.

Read more about our Security and Risk offerings.

The SecOps module of ServiceNow: accepts data from Security Information and Event Management tools, then deduplicates those events and presents staff with a security-related ticket. Deduplication is critical to prevent “alert fatigue,” as security operations centers (SOCs) can receive thousands of events each day. Security teams then work these tickets and CISOs are provided valuable reporting on the security posture of the organization.

The GRC module of ServiceNow: allows organizations to provide real time visibility into their compliance position. The GRC module can consume data from the SecOps module of ServiceNow. Technical security controls are a part of compliance, however the GRC module also aids with management and operational controls. Dashboards and reports are also available to prevent CISOs a continuous view of their company’s compliance position.

Watch Demos of the SecOps and GRC Modules of ServiceNow


5 Questions to Ask Yourself

  1. How do you manage – and measure – both the productivity and business impact of your IT department.
  2. How do you track your performance against SLAs shared with the business.
  3. Do you have enough visibility into your applications and infrastructure and their interdependencies? Is that provided by a bunch of spreadsheets today?
  4. And finally, do you use automation to better respond to security threats and stay in compliance with important regulations?
  5. Do you know how application performance is affecting user experience and productivity?