Pulse & Patterns is a ServiceNow Consulting & Implementation and Resell Partner and an Anthropic Claude Consulting & Implementation Partner, working with mid-market organizations in Germany, Austria, Switzerland and across Europe.
We implement it across commercial, customer and project operations, and we build the connections between them. That covers Marketing Automation powered by Tenon, Sales CRM with order management, CPQ, Customer Service Management, Field Service Management and Strategic Portfolio Management, plus the integrations to the systems you keep. AI works inside those processes, governed through AI Control Tower.
ServiceNow runs the workflow. Anthropic Claude brings the intelligence. One team designs both.
We run our own sales and order process on ServiceNow, so what we show you comes from our own instance, not a vendor demo. Bring us the process that is costing you the most, and we will show you what it looks like on the platform before anything goes near a design.
NOT SURE WHERE TO START?
Book a Discovery workshop on the process costing you the most.
Book a Discovery WorkshopServiceNow can run the processes behind your revenue and your customers on one platform and one customer record: the campaign, the opportunity, the quote, the order, the case, the field visit and the project that delivers it. We implement them as three operations, with AI and integrations across all of them, so work moves between teams without leaving the system.
From the first marketing touch to a signed order, and everything after acceptance.
Marketing Automation →
Campaigns and lead scoring on the record sales works from, powered by Tenon.
Sales CRM →
Opportunities, accounts and order management in one flow.
CPQ →
Configure, price and quote, then carry the quote into the order.
Every case opens with the entitlement, contract and history attached. When the case needs a visit, the right technician arrives with the right parts and the case behind the job.
Customer Service Management
Cases with the contract, entitlement and install base attached.
Field Service Management →
Scheduling, parts and the case history on every job.
What gets funded, whether the right people exist to deliver it, and what it cost against what was sold.
Strategic Portfolio Management →
Professional services automation and idea to product, on one platform.
AI AND INTEGRATIONS, ACROSS ALL THREE
Agents work inside the processes, not next to them. Every AI system sits on one governed inventory with an owner. The systems you keep stay connected.
Agents and agentic workflows inside your processes.
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One governed inventory for every AI system and agent.
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Connections to the systems you keep.
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The expensive moments in a revenue process are usually between teams. A project is delivered with no link to what was sold. Each of these crosses two teams, and often two systems. We design both ends of the handover together, so the work arrives complete instead of being rebuilt on the other side.
A won opportunity carries its configured quote into an order.
A case opens with the contract, the entitlement and the install base attached.
A field job arrives with the case history.
You get one operational picture instead of four. The lead, the quote, the order, the case, the field visit and the project sit on the same platform and the same customer record, so a handover becomes a status change rather than an export. Your teams stop reconciling systems and start working from one record.
A won opportunity carries its configured quote into an order. A case opens with the contract, the entitlement and the install base attached. A field job arrives with the case history. That is time back in every team that touches a customer, and it is the part your teams notice first.
Pipeline, committed orders, open cases, scheduled field work and funded projects report together, because they already sit together. Nobody assembles the picture by hand before a board meeting.
Processes spread across point tools and spreadsheets move onto a platform you already run, and access control, audit and security are inherited rather than bolted onto each tool.
That is Value Multiplied™ in practice: business strategy × people × processes × technology × data × AI. Get the foundations right and they multiply what the AI on top of them is worth.
Those are the gains worth measuring, and they get measured on your own numbers, in your own business.
AI on ServiceNow creates value when agents work inside designed processes, on data with an owner, under rules someone can enforce. We build all three together: ServiceNow AI and agentic workflows inside the process, AI Control Tower as the inventory and approval chain for every AI system, and Claude connected to your records for the work that needs judgment.
Agents summarize the case, prepare the follow-up and route the work, and a person approves the step before the agent proceeds. That is how we design them, whichever operation they sit in.
ServiceNow AI →
AI Control Tower lists the AI systems, models and agents across ServiceNow and external platforms, each with a business owner, a risk classification, an approval route that fits the risk, and a way to stop an agent when it matters.
AI Control Tower →
ServiceNow runs the workflow, the data and the governance. Claude does the reasoning, through approved, permission-scoped actions on your records. We are a partner for both, so you get one design instead of two projects.
Company Second Brain →
WE LIVE WITH WHAT WE BUILD
Pulse & Patterns is a BornAI company. We build and run AI agents on ServiceNow and Claude in our own operations and in client environments, so the governance we design for you is governance we use ourselves.
Related: ServiceNow AI, AI Control Tower, Company Second Brain on Claude, EU AI Act Readiness.
Every platform decision starts with one process.
Pick yours, and we will build it with you in the workshop.
Ask us about any capability on this page and you will get a straight answer: what we have delivered, how it works on the platform, and how it applies to your scope. We scope to evidence, not ambition, so the plan you get is one we know we can deliver.
Our consultants have the most platform experience here, and most of our current delivery work is here. That means Customer Service Management, Sales CRM, and the order path through to fulfillment.
We model these, build them and run them through full test cycles with real data. We will walk you through exactly how each one works before you commit.
We build and run AI agents in our own operations and in client environments, so our advice on AI comes with a working example and a clear view of how to govern it.
Ask any partner to show you the evidence behind each capability they sell. The answer tells you more than the case studies.
The people who scope your work are the people who build it. There is no account layer and no bench. The person who understands your process in week one is still on it at go-live, and still looking for more value once the configuration is done.
Pulse & Patterns was founded in 2025, and our two founders bring 20+ and 18+ years of experience in IT consulting, ServiceNow implementation and business operations.
Our consultants hold ServiceNow certifications across administration, customer service and portfolio management. From previous roles, they bring program experience in service management, customer service, portfolio management, integration, configuration management and Sales CRM. Every project we deliver has certified lead consultants on it.
Both come from the same person, in the same room. That is a deliberate choice: fewer layers between a problem and a decision.
We design before we build, and design is its own engagement with its own deliverables. This is how we run every ServiceNow implementation, and you always know what the next two weeks will produce.
Its own engagement, with its own deliverables.
Environment, backlog, standards and the blueprint for each module and integration, agreed on before anyone configures anything.
A review at the end of each one and a monthly report against budget, so you can steer the spend while there is still time.
Unit testing per story, integration testing per interface, three test cycles per endpoint, and acceptance testing run by your team.
Wherever your organization allows it. Your first go-live is the smallest one we can make useful.
Contracted, with a named team and a defect buffer.
Clean core, testing against real data, acceptance criteria and decision logs: how we build on ServiceNow.
ServiceNow is the system of action for your operations, and it performs best when every business object has a named owner. We call that the system of record for each object.
Which system is authoritative
Who may create and update it
Who consumes it
Where duplication is deliberately accepted
ServiceNow is our primary platform, which is exactly what makes that decision easy for us: we know what the platform should own and what it should orchestrate. Different objects have different authoritative systems, and naming the owner for each one is what keeps your data trustworthy as the platform grows.
USUALLY STAY WHERE THEY ARE, INTEGRATED IN REAL TIME
Finance actuals · Product and price masters · Identity · High-volume event brokering · Trading documents
On design work we document the recommended system of record and the integration boundary for each capability, with the rationale, including where a system you already own is the better place for a record. That is how you end up with a platform you can extend for years rather than one you have to untangle.
ServiceNow Integrations →
Related: Business Process Consulting and Design decides which system should own each record. ServiceNow Integrations builds the interface once that is decided. Enterprise Architecture holds the decisions that apply across the whole estate.
ServiceNow packaging and licensing change regularly, and the detail matters more than the headline.
What your tier allows you to build differs from what it allows you to use.
AI usage is metered against a pool that belongs to the whole instance.
Integration transactions are not automatically included.
Some capabilities are partner-built applications with their own commercial terms, and connectors and add-ons sit outside the base subscription.
Decide what you intend to build before you choose a tier, and give the consumption a named owner before the first workflow goes live.
The product pages carry the specifics for each area. What we give you is the mechanics: how entitlement, metering and add-ons actually work, so you can plan the cost of what you intend to build instead of working from the estimates in circulation.
For organizations under 1,000 employees
Where ServiceNow licenses are sold indirectly, we are a resell partner, so the subscription and the build sit in one conversation, one plan and one set of hands.
We implement the operations your revenue runs through, we run our own sales and order process on ServiceNow, and we connect the platform to Claude as an Anthropic Partner. The senior practitioners who scope your program are the ones who design and build it.
Commercial, customer and project operations are where we go deepest, because that is where the business case usually sits. We deliver IT service management too, and we connect it to those operations rather than letting it define the platform.
Our own sales and order process runs on ServiceNow, so a demonstration comes from our own instance, not a vendor demo environment. We can show you why we configured something the way we did, and what we changed once we used it.
ServiceNow runs the workflow, the data and the governance. Claude brings the intelligence on top. You get both designed by one team, instead of an AI project bolted onto a platform project later.
Marketing, sales, quoting, service, field, portfolio, integrations and AI governance. When we design one, we already know what the receiving end looks like.
If the process is not defined, the data is not ready to act on, or you already own something that solves the problem, we say so in the first conversation and tell you what we would fix first.
Consulting, implementation and, for organizations under 1,000 employees, the ServiceNow licenses themselves.
Go to the page for it and book a workshop with the people who will build it with you.
See what we build →
Book a Discovery workshop on the process that is costing you the most. If the process itself is the problem, Business Process Consulting and Design takes it from there.
Book a Discovery workshop →
Start with AI Use Case Discovery to decide which opportunities are worth building. If AI is already running and nobody can list all of it, start with AI Control Tower.
AI Use Case Discovery →
That is Managed Services: platform ownership, support and governance.
Managed Services →
The first meeting is a working session, not a pitch deck. Bring the quote that takes too long, the case that arrives without the contract, the project nobody can price, or the AI nobody can account for. We will tell you what we would build, what it depends on, and what to do first.
A ServiceNow implementation partner designs and builds the processes a business runs on the platform, then hands over something the client's own team can operate. In practice that means agreeing on the target process, deciding which system is authoritative for each type of data, configuring the modules, building the integrations to the systems that stay where they are, migrating data, testing, and supporting the go-live. The platform license comes from ServiceNow. The design decisions, the build and the knowledge transfer come from the partner, and the quality of those decisions is what separates one partner from another.
Ask three things most partners find uncomfortable. First: show me the delivery evidence behind each capability you are selling me, and be specific about what you have taken live. Second: are the people in this room the people on my project, or does a different team show up on day one? Third: when did you last tell a client not to buy something? We publish our own answers to all three on this page, because the willingness to answer them plainly tells you more about how a partner behaves when your program gets difficult than any tier or badge.
We are built for work that crosses sales, quoting, service, field and delivery, where there is a business sponsor who can make decisions alongside the platform owner, and where you want the reasoning recorded as well as the configuration delivered. That is where a select team of senior experts beats a large one. Some engagements suit someone else better: a rate card filled with bodies rather than design decisions, or a fixed-price response to a specification nobody is allowed to question. And if IT service management is genuinely your entire requirement, a firm that does nothing else will serve you well. Where it sits alongside commercial, customer and project operations, which is usually the case, we are the right partner for all of it.
You can, and some organizations should. Self-implementation works when the scope is contained, the process is already designed and agreed on, and you have a platform owner with capacity rather than a busy administrator. It goes wrong when the real work is cross-functional design rather than configuration, because that requires someone with authority to settle arguments between departments. A useful test: if the blocker is deciding what should happen rather than how to build it, external help pays for itself. Our recommendation: start the implementation together, and we hand over as fast as your team can take ownership. Platform governance is the part most teams underestimate, so we build it with you rather than leave it behind us.
No, though most implementations start there. The platform also runs processes such as customer service, field service, sales and order management, quoting, portfolio and project delivery, and it connects them to the systems a business already has. The reason it is associated with IT is historical: IT service management was the original product and remains the most common entry point. We deliver it, and we lead with commercial, customer and project operations, where the business case is usually larger.
Yes. ServiceNow supports connected AI clients through the Model Context Protocol (MCP), the open standard Anthropic created for connecting AI to business systems, and names Claude as one example. How the two work together is set out on Anthropic.
Any partner who answers that before seeing your process is guessing. How we scope and run an implementation is covered on Implementation.
Yes. Our consultants are mostly native German speakers, and we deliver workshops, documentation and training in German for organizations in Germany, Austria and Switzerland. Product and technical terms often stay in English, because that is how the platform is documented and how German platform teams speak about it. In the early stages of platform design especially, requirements should be discussed in your own language rather than translated as you go.
We are a ServiceNow Consulting & Implementation and Resell Partner, and an Anthropic Claude Consulting & Implementation Partner. For organizations under 1,000 employees, where ServiceNow licenses are sold indirectly, you can get your ServiceNow licenses and your implementation through us, so the subscription and the build sit with one partner. For larger organizations, licensing comes to you directly from ServiceNow. If partner tier is a procurement requirement, tell us early and we will be straight with you about it. How licensing fits your wider plan is covered in Roadmapping.
