The right module
for every challenge.
SOH Holdings implements and manages the full breadth of ServiceNow modules — each solving a distinct enterprise challenge, all on a single platform. Click any module to explore in detail.
IT Service Management (ITSM)
Take complete control of IT services. Incident management, problem management, change management, service catalogue, and CMDB — unified on one platform.
IT Operations Management (ITOM)
Gain a holistic view of your IT infrastructure and dependencies. Reduce manual effort and increase operational efficiency through intelligent automation.
IT Asset Management (ITAM)
Manage end-to-end IT asset lifecycle from procurement to disposal. Improve asset utilisation and ensure software licence compliance from a single platform.
Configuration Management (CMDB)
Track and manage IT configurations from a centralised platform. Understand relationships between components and services — the foundation every IT process depends on.
Security Operations (SecOps)
Proactively manage security incidents and vulnerabilities from a single platform. Consolidate security data for a holistic view of your security posture.
Governance, Risk & Compliance (GRC)
Real-time visibility into business risks and continuous compliance management — critical for Nigerian sectors under CBN, NCC, and NDPR frameworks.
Customer Service Management (CSM)
Redefine customer service delivery. Omnichannel case management, intelligent routing, AI-powered self-service portals, and a complete 360° customer view.
Enterprise Service Management (ESM)
Extend the power of ITSM across every department — Finance, Legal, Facilities, and more. One platform for all enterprise service delivery.
Strategic Portfolio Management (SPM)
Standardise project management across your organisation. Optimise resource utilisation and reduce costs through comprehensive project and portfolio visibility.
HR Service Delivery (HRSD)
One place for all employee HR needs. Automate onboarding, case management, leave requests, document handling — and free your HR team for work that matters.
Legal Service Delivery
Streamline legal request intake, contract reviews, and matter management. Give employees a single portal to submit legal requests — with full visibility and SLA tracking.
Procurement Service Management
Digitise procurement workflows from purchase request through to approval and fulfilment. Reduce cycle times, improve vendor visibility, and enforce compliance automatically.
Facilities Service Management
Manage facilities requests, maintenance work orders, and space management from a single platform — giving employees a seamless experience for all workplace needs.
App Engine Studio
Build and extend custom applications on the Now Platform — rapidly automating unique business processes without heavy development overhead or custom code.
Integration Hub
Connect ServiceNow with third-party systems — ERP, HRMS, identity providers, and beyond — using a low-code platform with pre-built spokes for popular enterprise tools.
Automation Engine
Automate complex, repetitive workflows across your organisation — reducing manual effort, eliminating errors, and freeing your teams for higher-value strategic work.
IT Service Management
Future-proof your IT services by aligning them to ITIL standards. ServiceNow ITSM consolidates management of incidents, problems, changes, and requests — with virtual agent support, predictive intelligence, and real-time dashboards — on one unified platform.
Elevate service resilience.
Deliver delightful experiences.
Platform preview
Live incident management at enterprise scale
Real-time incident queues, SLA timers, and AI-powered routing give IT teams full visibility and control — from the moment a ticket is raised to the moment it is resolved.
ServiceNow platform · Illustrative dashboard
Getting more done with ServiceNow ITSM
Live incident management at enterprise scale
Real-time incident queues, SLA timers, and AI-powered routing give IT teams full visibility and control — from the moment a ticket is raised to the moment it is resolved.
ServiceNow platform · Illustrative dashboard
Lower cost, improve operational efficiency, and increase customer satisfaction with AI-powered smart suggestions. Automatically categorise, prioritise, and route incidents without manual intervention.
An AI-powered chatbot that handles common IT requests and incidents without human involvement. Integrates with Microsoft Teams and other collaboration tools for seamless employee experience.
A unified interface that gives IT agents full context for every incident — related records, SLA timers, suggested resolutions, and collaboration tools — without switching between screens.
Powered by Generative AI, Now Assist for ITSM enables agents to summarise incidents instantly, auto-generate resolution notes, and handle similar incidents more efficiently — boosting agent productivity and user experience.
Real-time dashboards for IT leadership. Track ticket volumes, SLA compliance, MTTR, FCR, and agent performance. Automated breach alerts before issues escalate.
Connect development tools, centralise configuration data, and manage teams with value stream management. Bridge the gap between IT operations and software development teams.
Manage team performance, resolve requests, and collaborate on incidents from any mobile device. Designed for IT managers and field engineers who need full platform access on the go.
Some challenges we solve
| Challenge | Benefit with ServiceNow ITSM |
|---|---|
| High cost of services and siloed departments increase resolution time | Highly efficient platform to deliver resilient, cost-effective services with greater control over recurring tickets |
| Disparate systems, tools, and processes create high friction in service management | A single view of service delivery to improve quality and save millions in operational costs |
| Complex IT environment with barriers to service delivery transformation | Replace legacy and fragmented tools with ITSM; implement CMDB to support all processes |
| Slow app deployments and inefficient change processes decelerate service delivery | Automated ticket creation, structured change workflows, and no manual deployment handover |
| No visibility into SLA compliance or IT performance for leadership | Real-time dashboards and automated SLA alerts give leadership full operational visibility |
Begin your ITSM journey with SOH Holdings
- We develop top-tier self-service IT portals using ServiceNow ITSM that enhance employee experience and reduce IT workload.
- We help reduce Mean Time to Resolution (MTTR), elevate First Call Resolution (FCR), mitigate P1 incidents, and streamline operational costs.
- We implement intelligent ticket routing using Machine Learning for enhanced efficiency — reducing manual assignment overhead.
- We simplify CMDB setup and establish a foundation of reliable, high-quality data that underpins every IT operation.
- We build strategies that leverage the latest ServiceNow features with minimal customisation — aligned to out-of-the-box paradigms for long-term platform health.
- We ensure CBN, NCC, and NDPR compliance is built into every workflow — making audit evidence a report, not a manual exercise.
- All implementation and managed service fees invoiced in Naira via SOH Technologies Limited — no FX exposure.
Ready to transform
your IT operations?
Talk to our ITSM specialist about your current setup — we'll assess it and propose a phased roadmap.
Customer Service Management
Redefine customer service delivery. Increase customer satisfaction through intelligent case management, AI-powered self-service portals, and a unified view of every customer interaction — across every channel.
Unified service across
every customer touchpoint.
Platform preview
Omnichannel case management in action
Every customer case across every channel — phone, email, web, and chat — consolidated in a single agent workspace with complete customer history and AI-powered resolution suggestions.
ServiceNow platform · Illustrative dashboard
More from ServiceNow CSM
Omnichannel case management in action
Every customer case across every channel — phone, email, web, and chat — consolidated in a single agent workspace with complete customer history and AI-powered resolution suggestions.
ServiceNow platform · Illustrative dashboard
Deploy a conversational AI agent that handles common customer queries, routes complex issues to human agents, and provides 24/7 support without additional headcount.
Generative AI that summarises case history, suggests resolutions based on similar past cases, and auto-generates closure notes — dramatically reducing average handle time.
Link customer-facing case management with back-office operations — so when a customer reports an issue, the relevant IT or operations team is automatically notified and engaged.
Enable peer-to-peer support through branded customer communities — reducing agent workload for common issues while building customer loyalty and engagement.
Define and enforce SLAs at the case level. Automated escalation when SLAs are at risk — before breach, not after — with full audit trail for regulatory reporting.
Challenges we solve
| Challenge | Benefit with ServiceNow CSM |
|---|---|
| Customer issues handled across disconnected channels — email, phone, walk-in — with no unified view | All channels consolidated in one platform; agents have full context from first interaction |
| High inbound case volume overwhelming customer service teams | AI-powered self-service deflects up to 30% of cases without agent involvement |
| Customers repeat themselves every time they contact support | 360° customer view gives every agent complete history — no repetition required |
| No visibility into SLA compliance or customer satisfaction trends | Real-time dashboards with automated SLA breach alerts and CSAT tracking |
| Back-office teams unaware of customer-reported issues until escalated manually | Connected operations automatically notify and engage relevant departments |
Ready to unify your
customer service?
Talk to our CSM specialist about your current setup — we'll propose a phased implementation roadmap.
HR Service Delivery
Give employees one place for every HR need. Automate onboarding, leave requests, document management, and payroll queries — so your HR team can focus on strategy rather than repetitive administration.
Empower employees.
Liberate your HR team.
Platform preview
One portal for every employee need
A consumer-grade HR self-service portal where employees submit requests, track status, and access knowledge — reducing HR walk-ups by up to 40% from day one.
ServiceNow platform · Illustrative dashboard
More from ServiceNow HRSD
One portal for every employee need
A consumer-grade HR self-service portal where employees submit requests, track status, and access knowledge — reducing HR walk-ups by up to 40% from day one.
ServiceNow platform · Illustrative dashboard
AI-powered HR service that answers employee questions in plain language, routes complex cases to the right HR specialist, and auto-generates case summaries to reduce HR admin overhead.
Design and automate multi-step employee journeys — from onboarding to promotions, parental leave, relocations, and offboarding — with tasks automatically assigned to the right departments.
Connect HRSD with payroll, time-tracking, and workforce planning systems — so HR data flows across the organisation without manual re-entry or reconciliation errors.
A dedicated interface for line managers — view team leave, approve requests, track onboarding progress, and access HR reports without involving the HR team directly.
Employees and managers can raise HR cases, check request status, and access documents from any device. Especially valuable for field-based and distributed Nigerian enterprise teams.
Challenges we solve
| Challenge | Benefit with ServiceNow HRSD |
|---|---|
| HR team overwhelmed with repetitive employee requests via email and walk-ins | Self-service portal deflects up to 40% of HR queries without HR team involvement |
| Onboarding is slow and manually coordinated across IT, Facilities, and HR | Automated onboarding workflows coordinate all departments — new starters productive from day one |
| No audit trail for HR cases or employee document access | Full case lifecycle tracking and document access logs — NDPR-compliant by design |
| Leadership has no visibility into HR operational metrics | Real-time HR dashboard with case volume, resolution time, and SLA compliance reporting |
| HR knowledge is locked in individual team members — no structured knowledge base | Structured knowledge base reduces repeat queries and enables HR self-service at scale |
Ready to transform
your HR operations?
Talk to our HRSD specialist about your current HR processes — we'll design a roadmap that fits your organisation.
IT Operations Management
Gain a holistic, real-time view of your IT infrastructure and dependencies. Reduce manual operational effort and increase efficiency through intelligent automation and AI-driven insights.
Real-time service health visibility
ServiceNow's service health dashboard gives IT operations teams a single, intuitive view of business service health — with event correlation, anomaly detection, and automated incident creation.
Illustrative dashboard
Gain complete visibility into
your IT infrastructure.
Talk to our ITOM specialist about your current IT operations environment.
IT Asset Management
Manage end-to-end IT asset lifecycle — from procurement and deployment through to maintenance and disposal — from a single platform. Improve asset utilisation, control software licence spend, and ensure compliance.
Complete IT asset lifecycle visibility
From procurement request through to disposal, every hardware and software asset tracked in a single platform — with licence compliance reporting and cost optimisation dashboards.
ServiceNow platform · Illustrative dashboard
Take complete control of
your IT asset estate.
Talk to our ITAM specialist about your current asset management challenges.
Enterprise Service Management
Extend the power of ITSM across every department in your organisation — Finance, Legal, Facilities, Procurement, and more. One platform for all enterprise service delivery, not just IT.
Enterprise-wide service delivery in one place
IT, HR, Finance, Legal, Facilities — one unified employee portal, one platform, one source of truth for every service request across your entire organisation.
ServiceNow platform · Illustrative dashboard
Extend ServiceNow
across your entire enterprise.
Talk to our ESM specialist about extending your existing ITSM investment across all departments.
A single source of truth
for your IT environment.
Track and manage IT configurations from a centralised platform. Understand the relationships between IT components and services — and maintain a stable, well-documented IT environment that underpins every other ServiceNow process.
The foundation every
IT process depends on.
Automatically reconcile conflicting CI data from multiple discovery sources — ensuring the CMDB remains accurate even as your IT estate evolves. SOH implements structured reconciliation rules tailored to your environment.
Integrate the CMDB with third-party IT management tools — importing CI data from cloud providers, monitoring platforms, and asset management systems to maintain a unified, accurate configuration baseline.
Before making any change, understand exactly which business services, applications, and users will be affected — reducing unplanned outages and change-related incidents caused by unforeseen dependencies.
SOH conducts a structured CMDB maturity assessment — evaluating data completeness, relationship accuracy, staleness, and alignment with CSDM — and provides a prioritised remediation roadmap to achieve and sustain maturity.
| Challenge | Benefit with ServiceNow CMDB via SOH |
|---|---|
| No reliable record of what IT assets exist or how they connect | Auto-discovered, continuously updated CMDB that reflects your actual IT estate — not last year's spreadsheet |
| Changes cause unplanned outages because dependencies are unknown | Service mapping shows exactly what will be impacted before any change is made |
| Incidents take too long to resolve because context is missing | Every incident linked to the relevant CIs — giving IT teams instant context and reducing MTTR |
| CBN / NCC auditors require a current IT asset register | CMDB provides an accurate, auditable IT asset register — always current, always available |
| CMDB data quality degraded over time and no one maintains it | Auto-discovery and reconciliation rules keep CMDB data fresh automatically — with health monitoring to catch drift |
Your IT estate, mapped and understood
Visualise the relationships between every IT component and the business services they support — so IT teams understand impact before making any change.
ServiceNow platform · Illustrative dashboard
Build the foundation
every IT process depends on.
Talk to our CMDB specialist — we'll assess your current configuration data and design a structured build plan.
Proactive security
across your entire estate.
Consolidate security data from multiple sources for a holistic view of your security posture. Accelerate threat response and vulnerability management through intelligent workflow automation — on the same platform as ITSM.
| Challenge | Benefit with ServiceNow SecOps via SOH |
|---|---|
| Security incidents handled in isolation from IT operations — slow, manual coordination | Security and IT operations on one platform — automated handoffs, no duplicate data entry, faster response |
| Vulnerability backlog grows faster than the team can remediate | Risk-based prioritisation focuses remediation effort on vulnerabilities that pose the greatest business risk first |
| No single view of security posture — data scattered across multiple tools | Consolidated security dashboard giving leadership a real-time view of threat and compliance status |
| NDPR and ISO 27001 audits require manual evidence collection | Automated audit trails and compliance reporting built into every security workflow — evidence is always available |
Security operations consolidated on one platform
Security incidents, vulnerability backlog, threat intelligence, and SLA compliance — all in a single view, connected directly to the ITSM platform your IT team already uses.
ServiceNow platform · Illustrative dashboard
Strengthen your security
operations posture.
Talk to our SecOps specialist about consolidating your security operations on ServiceNow.
Real-time visibility
into business risk.
Transform policy and compliance management through continuous monitoring and process automation — critical for regulated Nigerian sectors operating under CBN, NCC, and NDPR frameworks.
Rather than point-in-time compliance assessments, ServiceNow GRC continuously monitors your control environment — automatically flagging deviations from policy before they become audit findings.
SOH configures GRC with control frameworks mapped directly to CBN prudential guidelines and NCC compliance requirements — so your compliance programme is built around Nigerian regulatory reality, not generic international frameworks.
GRC workflows include NDPR-specific controls — data subject access request management, breach notification workflows, consent tracking, and data retention policy enforcement — built in from implementation day one.
Translate qualitative risk assessments into quantified business impact — helping boards and executive teams understand risk exposure in financial terms and make informed risk appetite decisions.
| Challenge | Benefit with ServiceNow GRC via SOH |
|---|---|
| CBN and NCC audits require manual evidence collection from multiple systems | Automated audit trails and evidence packs — always available, always current, exportable on demand |
| Risk assessments done annually in spreadsheets — no real-time visibility | Continuous monitoring gives leadership a live risk dashboard — deviations flagged automatically before audit |
| NDPR obligations managed informally — data breach risk high | NDPR workflows built into the platform — consent management, breach notification, and data retention automated |
| Policy attestation tracked via email — no audit trail, low completion rates | Automated policy distribution and attestation tracking — completion rates visible in real time, overdue alerts automated |
| Third-party vendor risk assessed inconsistently or not at all | Structured vendor risk assessments with scoring, monitoring, and escalation workflows built into the GRC platform |
Risk and compliance at a glance
Executive dashboards give leadership a real-time view of risk exposure, compliance posture, and audit status — aligned to CBN, NCC, and NDPR frameworks for Nigerian enterprise.
Illustrative dashboard
Risk and compliance visibility for leadership
Executive dashboards give boards and General Counsel a real-time view of risk exposure, open audit findings, and compliance posture — aligned to CBN, NCC, and NDPR frameworks.
ServiceNow platform · Illustrative dashboard
Transform compliance from
a burden into a competitive edge.
Talk to our GRC specialist about building a continuous compliance programme aligned to CBN, NCC, and NDPR.
Optimise every project.
Every portfolio.
Standardise project management processes across your organisation. Optimise resource utilisation and reduce unnecessary costs through comprehensive project and portfolio visibility — all on the Now Platform.
| Challenge | Benefit with ServiceNow SPM via SOH |
|---|---|
| No single view of all active projects and their status across the organisation | Portfolio dashboard giving leadership real-time visibility into every project — status, spend, resource utilisation, and risk |
| Resources over-allocated on some projects, under-utilised on others | Resource management module balances workloads across projects automatically — with conflict alerts before they cause delivery problems |
| Project costs tracked in spreadsheets — budget overruns discovered late | Real-time financial tracking with automated alerts when projects trend over budget — enabling early corrective action |
| New project demand accepted without understanding available capacity | Demand management gates new work through a capacity assessment — preventing overcommitment before it happens |
Portfolio and financial visibility
Real-time portfolio dashboards give leadership full visibility into project spend, resource utilisation, and delivery status — so investment decisions are driven by data, not spreadsheets.
Illustrative dashboard
Portfolio and delivery visibility
Real-time portfolio dashboards tracking every project, every resource, and every spend line — so leadership makes investment decisions based on live data, not last month's report.
ServiceNow platform · Illustrative dashboard
Deliver every project
on time, on budget.
Talk to our SPM specialist about standardising project and portfolio management across your organisation.
Streamline legal operations.
Reduce risk and delays.
Transform how your organisation manages legal requests, contracts, and matters. Replace email chains and manual tracking with a structured, auditable legal service portal — so your legal team focuses on law, not administration.
Legal operations at enterprise scale.
Leverage Now Assist to summarise contracts, flag key clauses, and identify deviations from standard templates — reducing time spent on routine document review and freeing capacity for complex legal work.
Legal requests often span Finance, HR, Procurement, and Compliance. ServiceNow connects legal workflows across departments automatically — vendor contracts trigger procurement checks, employment matters trigger HR workflows, all without manual handoffs.
Track external legal spend, manage instruction letters, and monitor outside counsel performance — giving your General Counsel full visibility into both internal and external legal costs from one platform.
Real-time dashboards for General Counsel and board reporting — open matters by type, resolution time, SLA compliance, legal team workload, and cost per matter — all in one consolidated view.
| Challenge | Benefit with ServiceNow Legal via SOH |
|---|---|
| Legal requests arrive via email with no structure, context, or priority | Structured intake portal captures all required information upfront — reducing back-and-forth and improving first-response quality |
| No visibility into legal matter status — business units chase lawyers by phone | Self-service matter tracking gives requesters real-time status without involving the legal team |
| Contract review backlogs delay business operations | AI-assisted review and structured approval workflows significantly reduce contract turnaround time |
| CBN, SEC, NCC deadlines managed in spreadsheets — high compliance risk | Regulatory obligation tracking with automated alerts before deadlines and full audit trail for regulators |
| No data on legal team workload, costs, or performance | Legal analytics dashboard gives General Counsel and leadership real-time operational visibility |
Legal matter management at your fingertips
From intake to resolution, every legal matter tracked with full audit trail — and real-time dashboards giving General Counsel visibility into team workload and regulatory deadlines.
ServiceNow platform · Illustrative dashboard
Transform your
legal operations.
Talk to our specialist about building a structured legal service delivery model on ServiceNow.
Digitise procurement.
Control spend. Enforce compliance.
Replace manual purchase request processes with structured digital workflows. From purchase request through approval, vendor selection, and fulfilment — ServiceNow gives procurement teams full visibility, speed, and control.
End-to-end procurement on one platform.
Assess and monitor the risk profile of every vendor — financial stability, compliance status, geographic risk, and performance history — with automated reassessment triggered by contract renewal or spend threshold breaches.
Manage vendor contracts end-to-end — from initial drafting through negotiation, execution, and renewal. Automated alerts before contract expiry prevent unintended auto-renewals and missed renegotiation windows.
Embed procurement policies — preferred vendor lists, spend limits, approval thresholds — directly into workflows. Policy compliance is enforced automatically, not relied upon manually, reducing maverick spend and audit risk.
Pre-approved product and service catalogues allow employees to order from approved vendors at pre-negotiated prices — removing procurement team involvement from routine, low-risk purchases while maintaining full spend visibility.
| Challenge | Benefit with ServiceNow Procurement via SOH |
|---|---|
| Purchase requests submitted via email with incomplete information — teams spend time chasing requesters | Structured portal captures all required information at submission — eliminating back-and-forth before processing begins |
| Approval chains are manual, slow, and not enforced consistently | Automated multi-level approval workflows routed by spend threshold and department — consistent, fast, and fully auditable |
| No visibility into vendor performance or contract expiry dates | Centralised vendor registry with performance scoring and automated contract renewal alerts |
| Spend data scattered across email, spreadsheets, and ERP — no consolidated view | Real-time spend analytics dashboard across all departments, vendors, and categories |
| Maverick spend undermines negotiated vendor agreements | Catalogue-based ordering and policy enforcement workflows prevent unauthorised purchases automatically |
Procurement from request to fulfilment
Structured purchase requests, automated approvals, vendor performance scores, and real-time spend analytics — all in one platform with full audit trail.
ServiceNow platform · Illustrative dashboard
Take control of
enterprise procurement.
Talk to our specialist about digitising your procurement workflows on ServiceNow.
A better workplace
experience for everyone.
Manage facilities requests, maintenance work orders, and space management from a single platform. Give employees a seamless way to report workplace issues and request facilities support — with full visibility and SLA accountability.
Seamless workplace services on one platform.
Schedule and automate recurring maintenance tasks — generator servicing, HVAC checks, fire safety inspections, lift maintenance — with automatic work order creation and technician assignment at the right time, every time.
Connect Facilities with HR Service Delivery — when a new employee joins, facilities tasks (desk assignment, access card, parking) are automatically triggered and tracked alongside IT and HR onboarding tasks in one unified workflow.
Integrate with building management systems and IoT sensors — enabling automatic incident creation when environmental thresholds are breached (temperature, power, access), before employees are even impacted.
Manage facilities across multiple locations — Lagos, Abuja, Port Harcourt, and beyond — from a single platform instance. Site-specific SLAs, contractors, and space configurations managed centrally with local visibility for each site team.
| Challenge | Benefit with ServiceNow Facilities via SOH |
|---|---|
| Facilities requests come via WhatsApp, email, and phone — no structured tracking | Single self-service portal captures all requests with full tracking — employees know exactly where their request stands |
| Maintenance is reactive — equipment fails before it is serviced | Planned preventive maintenance schedules eliminate unexpected failures through automated, scheduled work orders |
| No visibility into facilities costs, contractor performance, or SLA compliance | Real-time analytics dashboard covers all facilities KPIs — cost, performance, utilisation, and SLA compliance |
| New employee onboarding requires manual coordination with facilities team | Integrated onboarding workflows automatically trigger facilities tasks the moment HR confirms a new starter |
| Managing multiple offices with no centralised system | Single ServiceNow instance manages all sites with location-specific configurations and SLAs |
Workplace services, fully visible
Every facilities request, every maintenance work order, every contractor job — tracked and managed from a single platform. Preventive maintenance schedules running automatically.
ServiceNow platform · Illustrative dashboard
Deliver a better
workplace experience.
Talk to our specialist about modernising facilities management on ServiceNow.
