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Natilik Adopts ServiceNow
We go live on…
25th February 2025 at 10 am GMT
We’re thrilled to announce that Natilik is adopting ServiceNow to power our managed services!
We understand how essential our systems are to the service you receive and we are committed to delivering the best possible experience for you. This exciting investment will build on the managed service features you know and love, whilst introducing enhanced usability and new functionalities.
Our goal is to optimise your managed service experience, ensuring Natilik continues to support your organisation efficiently and effectively. Explore the details below, and stay tuned as we update this page over the coming weeks on how we will migrate seamlessly and highlight the positive impact this will have for Natilik managed service clients.
Why has Natilik made this investment?
A Commitment to Continual Service Improvement:
At Natilik, we are dedicated to continuously elevating our services to exceed your expectations.
Our new client portal, powered by ServiceNow, is designed to provide a seamless and intuitive digital experience, putting more control at your fingertips.
Enhancing Our Managed Service Offering:
By leveraging the capabilities of ServiceNow, we’re taking our managed services to the next level, delivering faster, smarter, and more proactive support.
Harnessing Cutting-Edge Automation and AI Ops:
ServiceNow empowers us to automate routine tasks and harness the power of AI, enabling more efficient operations and predictive problem-solving.
Freeing Up Our Experts to Deliver Exceptional Service:
With streamlined processes and intelligent tools, our engineers can focus on what truly matters—providing world-class support tailored to your needs.
What can you expect?
Reduced Mean Time to Resolution:
Leverage Natilik’s adoption of AI-powered operations and automation to resolve issues faster than ever.
Elevated Digital Experience and Insights:
Access an enhanced client portal designed to deliver seamless navigation and actionable insights.
Improved Connectedness:
The potential to integrate with Natilik’s ServiceNow instance through ‘eBonding’ for streamlined collaboration and data exchange.
Strengthened Feedback Loop:
Share your thoughts effortlessly with a straightforward Net Promoter Score (NPS) survey after every case.
How will it happen?
Seamless Transition:
Natilik’s managed service team, alongside our ServiceNow hypercare team, will be side-by-side in our London HQ to deliver a smooth migration.
Active Case Management:
We will migrate all active cases to ServiceNow, preserving SLA timestamps for service continuity.
Uninterrupted Reporting:
Our Service Delivery team will retain access to legacy data to ensure consistent and uninterrupted service reporting.
Dedicated Support:
Our team will be on hand to assist with any queries, ensuring a seamless transition to the new platform.
What you can expect after go-live
A Fresh New Client Portal:
You’ll see a refreshed version of the client portal, with exciting new features. Watch this on-demand preview video to get a sneak peek!
Other enhancements to look forward to…
Improved Case & Change Visibility:
Your business will have better insight into your cases and changes via the new portal.
Smarter Service Management:
For clients actively monitored by Natilik’s toolset, your service will be powered by our new CMDB.
Future-Ready with eBonding:
While eBonding won’t be live on day one, we’ll be in touch soon after going live to explore how you can take advantage of this capability.
How will it happen?
Case Migration:
Any active cases you have open with Natilik at go-live will be seamlessly migrated to ServiceNow. You’ll receive a new case reference via email on 25th February – no action is needed on your end.
Portal Refresh:
Our client portal will also go live, providing improved case visibility and management tools for a better user experience. Access the portal here, and watch the walkthrough video to explore the new features.
Extra Support:
From 25th February, we’ll enter a hypercare period meaning your account team will be readily available to support you with any queries and ensure a smooth transition.
We would love to hear from you if you have any questions or feedback, please get in touch with your Account Director or Service Delivery Manager.