When to call usCapabilitiesWorkFor partnersTeam
ServiceNow · Reykjavík · Nordics · Europe

ServiceNow, governed

Senior ServiceNow architects who design the data model, the operating model and the AI guardrails before the build, so the platform can be audited from day one, not explained after go-live.

When ServiceNow is the right tool, this is how deep we go.

Book a 30-minute platform reviewSee how we engage →
20 years

combined hands-on ServiceNow delivery across the founders

5 programmes

built by the founders, 2025–2026: 3 live, 2 in UAT

1 founder

leads every engagement, from scope to handover.

When to call us

You’ll recognise one of these

AI agents are about to go live

Now Assist is licensed, agents are in pilot, and no one has written down what they may do, who approves, or how you prove it to an auditor.

Nobody trusts the CMDB

Services, products and offerings are modelled three ways. Routing, SLAs and reporting inherit the mess. CSDM is on the roadmap, again.

Your team is changing shape

AI now builds what your developers used to. Roles are merging, new ones are missing, and nobody has redrawn who owns what. We design the platform team for what comes next.

The regulator asked for evidence

DORA, ISO 27001 or an internal audit wants control ownership and an evidence trail. The workflows exist; the proof does not.

The renewal is coming

You pay for modules nobody uses. Before you sign again, you want to know what to switch on, what to drop and what it should cost.

A rollout has stalled

Backlog growing, go-live slipping, an instance nobody wants to upgrade. We work alongside the team building it, in-house or partner, and say plainly what it will take to get it moving.

Capabilities

Where we go deep on the platform

Each area is marked by what we have actually done.

Delivered in productionPilotedAdvisory & design

Platform ownership

Delivered

Platform owner and product owner roles held from the inside. Operating model, demand intake, design authority, release, licence decisions and driving adoption.

Operating model · Design authority · OCM

Data model & architecture

Delivered

CSDM 5 design, including the product and service offering model. CMDB foundations, instance architecture, upgrade-safe design reviews.

CSDM 5 · CMDB · Product models · Platform architecture

AI on the platform

Delivered · Piloted

Now Assist case and incident summaries and resolution notes, in Icelandic, in production since February 2026.

Piloted: a bounded case-to-incident agent in AI Agent Studio. The agent proposes, a human approves. It was not yet in production when we left. Guardrails, acceptance criteria and documentation are defined before anything goes live.

Now Assist · AI Agent Studio · Human-in-the-loop · AI governance

Governance, risk & compliance

Delivered · Advisory

Led an IRM rollout at a bank as platform owner and delivery lead, with CSDM built out alongside the enterprise data architect so risk and privacy management ran on real services and ownership. Worked directly with the Group CRO and DPO.

Advisory: running the ISMS in IRM instead of spreadsheets, and DORA evidence design on a clean data model.

IRM · Advanced Risk · Privacy Management · CSDM · ISO 27001

IT Service Management

Delivered

Incident, problem, change and event-to-incident process design. One founder ran those processes at a bank; another designed them to meet ISO 27001 requirements at an IT services provider.

ITSM · Process ownership · Change control · Monitoring

Customer Service Management

Delivered

Case process design, accounts and account hierarchy, service portal, Install Base and Sold Products, entitlements, RMA Case Management in the Configurable Workspace.

CSM · Install Base · RMA · Workspace · Playbooks

Strategic Portfolio Management

Delivered

The full SPM suite, built and run over ten years at an IT services firm, then rebuilt greenfield on the out-of-the-box data model. Idea portal, demand, project and resource management, portfolio planning, and agile with a unified backlog fed from CSM and ITSM. Also a CWM pilot, and the training that drove adoption.

PPM · Demand · Resource mgmt · Agile · Portfolio planning · CWM

Integrations

Delivered

Bidirectional Jira integration for case-to-delivery hand-off. Direct ServiceNow ↔ cloud ERP integration over OAuth 2.0, with idempotent APIs, audit log and alerting.

Jira · ERP · REST · OAuth 2.0
How we engage

We build to the Standard we measure you against

Every engagement starts with a written Baseline of your platform, its governance and its AI, measured against the Standard: Kritavi’s eight domains and twenty-five controls. The Baseline is what we build to and what you hold us to. Stop after any step: the Baseline is yours either way.

Typical timeline

1–2 wks · MeasureBaseline review

Data model, process ownership, AI use and technical debt, scored against the Standard. Fixed price, from €6,000 excl. VAT.

1–2 wks · Set the standardArchitect

Target architecture, CSDM decisions, AI guardrails and a fixed scope with named seniors and a date.

4–8 wks · Build in the openImplement

On builds we lead, working software in your own instance every two weeks, shown to your users. Documentation written as we go, not at the end.

Ongoing · Hand over the keysSustain

Your team owns the platform. A Standard retainer if you want one: quarterly re-measurement and a named founder on call.

Book a 30-minute platform review
Selected work

Built by the founders, 2025–2026

Built for a Nordic IT service provider in the founders’ previous senior roles, before Kritavi was incorporated in September 2026. Status is shown as it stood when the founders left. Client named on request, with permission.

CSDM 5 · CSM · In UAT

One source of truth for what is sold and who owns it

A commercial product and service catalogue built on the CSDM 5 product and service offering model and linked to customers through Install Base and Sold Products. It is designed so that cases, entitlements and SLAs route against what each customer actually has.

One modelproducts, service offerings and customer accounts on CSDM 5
CSM · Asset Management · In UAT

Built to retire a legacy ERP service module

Hardware after-sales moved off a legacy ERP into ServiceNow RMA Case Management. It is built on Asset Management and extended through the out-of-the-box extension point rather than custom tables, and integrated directly with the new ERP with no middleware. It is built so that the technician’s warranty, billable or contract decision becomes a correctly priced sales order.

Zero middlewaredirect ERP integration · production go-live set by client
Now Assist · Live Feb 2026 · Agent piloted

AI in production, in Icelandic

In production since February 2026: case summaries and resolution notes for cases and incidents, in Icelandic. Built and piloted, but not yet in production when the founders left: a bounded agent that recommends when a case should become an incident. A human approves before anything is created.

IcelandicNow Assist in production in a non-English language
CSM ↔ Jira · Live Apr 2026

Case-to-delivery without re-keying

A Case Task in ServiceNow opens a linked Jira issue; status, comments and attachments sync both ways. Service keeps ownership of the customer, development keeps its own tool.

10+ teamsacross 10+ Jira projects
SPM · Live Dec 2025

Customer status reports from live data

PowerPoint export of SPM status reports on a custom template, with schedule and scope health mapped to traffic lights. Project managers stopped building reports by hand.

20+ PMstrained and using it
Our point of view

Accountability doesn’t transfer to the machine

AI is now part of every ServiceNow package. It will triage, summarise, recommend and soon configure. The hard question is no longer whether to switch it on. It is who owns each decision the agent touches, and how you show that to a board or a supervisor.

We answer that question before the agent goes live: what it may read, what it may change, where a human signs, and what evidence is left behind.

For ServiceNow partners

Senior capacity when your bench is short

We work alongside partners on Nordic and European programmes that need a senior architect, a CSDM decision or an AI design review — fast, and without competing for your client.

Named seniors, not a resource pool

Architect, CSDM and data foundations, CSM/ITSM lead, SPM lead, IRM lead. You know who arrives.

Nordic clients, Nordic ways of working

We work in Icelandic and English, and one founder also speaks Danish. Delivery from Reykjavík, on site across the Nordics.

Your client stays your client

Consulting and implementation only. No licence resale, no managed services. Mutual non-circumvention as standard.

Tell us the role, the timing and the client’s sector.
Who you get

Three founders, and all of them build

Seven ServiceNow certifications between them.

Meet the ServiceNow team →

Jóhanna R. Færseth
Jóhanna R. FærsethGovernance lead · risk, compliance and AI

Designs governance that holds up when an auditor or supervisor looks. Led an IRM and privacy rollout in a bank as ServiceNow platform owner, and has prepared evidence for internal and external audit. Close to 20 years in IT and banking.

LinkedIn →
Páll Sigurðsson
Páll SigurðssonDelivery lead · SPM solution architect

Connects strategy to what actually ships. A former platform owner who has owned and built ServiceNow Strategic Portfolio Management since 2017. More than 20 years leading complex programmes in IT and pharmaceuticals (PRINCE2, IPMA, Scrum).

LinkedIn →
Óðinn Thor Harðarson
Óðinn Thor HarðarsonLead architect · data and platforms

Designs the data model everything else depends on. Lead architect of a greenfield CSM and ITSM implementation, with ITSM designed to meet ISO 27001 requirements. Former product owner for ServiceNow CSM and ITSM.

LinkedIn →
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