Platform decisions you will not have to revisit
Murphy Management provides principal-level ServiceNow architecture and trusted advisory. We design the platform the way it should have been designed the first time, then hand your team the documentation to keep it that way.
Our implementation playbooks, upgrade checklists, and the Technical Consultant's Edge book series are published at ServiceNowSuccess.com. Go-to-market for platform programs is coordinated with Murphy Marketing.
- 8 yrs
- inside ServiceNow as Principal Technical Consultant
- Fortune 500
- and federal programs including the Pentagon, NASA, DoD, and DHS
- SPM
- specialization: Strategic Portfolio Management end to end
- Author
- of The Technical Consultant's Edge series
Select a discipline
Each engagement is scoped, architected, and documented to a standard your auditors and your engineers will both accept.
Portfolio governance that executives trust and delivery teams respect.
Demand intake, investment funding, agile and waterfall planning, resource capacity, and executive reporting configured as one coherent operating model. We have implemented SPM for the largest programs on the platform and we know where every configuration decision leads.
Deliverables- Portfolio operating model and taxonomy
- Demand to project to epic traceability
- Resource and financial planning configuration
- Executive dashboards and Performance Analytics
Service management built for measurable outcomes, not ticket counts.
Incident, problem, change, request, and knowledge redesigned around service ownership. We remove the technical debt accumulated across upgrades and give your teams a process model that scales with the business.
Deliverables- Process and data model rationalization
- Change enablement with risk intelligence
- Service catalog and request architecture
- Upgrade readiness and technical debt burn down
A configuration management database you can build automation on.
CSDM alignment, discovery and service mapping strategy, identification and reconciliation rules, and integration architecture through IntegrationHub, REST, and MID Servers. Data health becomes a governed metric rather than a recurring surprise.
Deliverables- CSDM adoption roadmap
- IRE rules and data source precedence
- Integration architecture and credential governance
- CMDB health scorecards
Generative AI on the platform, deployed with controls your risk office will approve.
NowAssist for ITSM, SPM, and Creator adopted with clear use cases, data boundaries, and adoption metrics. We pair platform AI with the generative content infrastructure Murphy Management builds for its own clients.
Deliverables- Use case qualification and value model
- Data governance and prompt policy
- Skill configuration and rollout plan
- Adoption analytics
Employee and customer experiences that look nothing like a default instance.
Service Portal and Employee Center architected for performance and brand fidelity, with UI Builder and custom components where they earn their place.
Deliverables- Experience architecture and design system
- Custom widget and component engineering
- Performance and accessibility audit
- Content and knowledge strategy
Michael J. Murphy is the author of the ServiceNow Success book series, including The Technical Consultant's Edge and Mastering Strategic Portfolio Management (SPM) NOW. Browse every title on Amazon, and find implementation guidance at ServiceNowSuccess.com. Marketing for platform programs is coordinated with Murphy Marketing.
Bring us the problem. Leave with a plan.
- A 45 minute architecture review of your current instance or roadmap.
- A written point of view with prioritized recommendations within five business days.
- No obligation. The document is yours regardless of next steps.
Briefing request received
A member of the platform team will respond within one business day.