NEXUS ServiceNow instance analysis

Your ServiceNow instance, scored and explained.

NEXUS connects to your ServiceNow instances and works out what has been built, how healthy it is, how the work gets done, what could be automated and what each product is worth to you. Every score comes with the records behind it.

Book a walkthrough See the five modules
Health checks
580+
Artifact types
15
Installed on the instance
Nothing
NEXUS Health / acme.service-now.com SimulatedComplete
  • Support Group AssignmentCMDB
  • Software Version CurrencyProcess Management
  • Certificate Based Authentication Not EnforcedSecurity
  • Change CI RelationshipsProcess Management
  • CI StalenessData Quality
  • Disable Legacy JQuery BehaviorSecurity
  • ATF Test CoverageApplication Health
68Health
Critical 16
Warning 101
OK 285
Checks61
Licensing74
Performance91
Checks run492 / 492
Simulated and sped up, using sample data. Not a live scan.

Five modules, one connection

Each module answers one question about the instance. They share the same connections, schedules and history, so a Health scan on Monday and a Value assessment on Friday describe the same platform.

  1. ExploreWhat has been built, and what breaks if we change it?
  2. HealthIs the platform configured, secured and run properly?
  3. ProductivityWho is carrying the work, and who needs support?
  4. OptimizeWhich manual work should be automated first?
  5. ValueWhich products are earning their renewal?

ExploreDocumentation

What has been built here, and what breaks if we change it?

Explore catalogs every customization across 15 artifact types and marks each one as custom, modified out-of-box, or untouched. Every script is scored for complexity and checked for deprecated APIs, inefficient queries, naming drift and risky patterns such as hardcoded credentials.

Debt grade
A to F, broken down by security, deprecated APIs, query patterns, complexity, documentation and inactive scripts
Search
Find any script or reference across the instance
Compare
Two snapshots side by side, down to a script diff
More about Explore
NEXUS Explorer / acme-prod snapshot #14

Customizations3,725 found

New 2,418 Modified OOB 1,307 Untouched 81,940
  • Tables 142
  • Business rules 311
  • Client scripts 204
  • Script includes 188
  • UI actions 151
  • ACLs 1,102
  • Flows 96
  • REST messages 27

Tech debt

C
Deprecated
Queries
Docs
Complexity
Security
Findings
Warning

current.update() called in a 'before' business rule

Business rule · Set variance on budget line

(function executeRule(current, previous) {
    var actual = current.getValue('u_actual');
    var budget = current.getValue('u_budget');
    current.u_variance = actual - budget;
    current.update();
})(current, previous);

Fix Remove current.update() from before rules - changes are automatically saved.

Sample data.

HealthMonitoring

Is the platform configured, secured and run the way it should be?

Health runs more than 580 checks across security settings, CMDB quality, process performance, integrations and system performance, and rolls them into one score with license use. Checks for CSM, HRSD, ITOM and the other products only run when the product is in use, so you aren't marked down for what you don't own.

Score
One number for checks, license use and performance, tracked over time
Evidence
Every finding shows what was found and what it should be
Licensing
Inactive users, approvers without a license, subscriptions about to expire
More about Health
NEXUS Health / acme-prod 492 checks

Health by module6 modules

  • Core352 7 crit
  • CMDB47 6 crit
  • ITSM45 2 crit
  • SPM18 1 crit
  • CSM15 0 crit
  • HRSD15 0 crit

Overall

68/ 100
Checks
61
Licensing
74
Performance
91
CriticalSecurity · Core

Custom Tables without ACLs

Found 6 custom tables (from a sample of 100) without any ACLs.

WarningSecurity · Core

Apply Domain Separation on Dot Walked Fields

Property
glide.sys.domain.include_domain_condition_on_join
Configured
(not set)
Expected
true
Licensed users2,140
Stale, 90 days412 19%
Over-allocated1 type
Expiring ≤ 90 days2 of 17
Sample data.

ProductivityAnalytics

Who is carrying the work, and who needs support?

Fulfillers are scored on volume, quality, consistency, engagement and collaboration. Developers are scored on output, code quality, efficiency and engagement, with code findings traced to their author. People are compared within cohorts built from assignment groups and roles, so an analyst is measured against other analysts.

Quality
First response, resolution time, SLA compliance, reopens and bounces
Flags
Workload imbalance, sustained after-hours work, unused licenses
Scope
All task-based work, including your own custom tables
More about Productivity
NEXUS Productivity / acme-prod fulfillers 30-day period
Overall 71 Good
  • 64Volume
  • 78Quality
  • 70Consistency
  • 66Engagement
  • 74Collaboration

305 usersby band

  • Excellent48
  • Good121
  • Fair92
  • Poor44

Cohorts38 groups

  • Service Desk L124 members79
  • Network Operations9 members76
  • Change Management7 members72
WarningWorkload imbalance in Service Desk L2

Cohort 'Service Desk L2' has 4.2x imbalance ratio. 3 overloaded users, 5 underutilized users.

Action Redistribute work assignments to balance workload across team members.

Sample data.

OptimizeAutomation

Which manual work should be automated first?

Optimize reads ticket history and looks for seven patterns of avoidable work: tickets that always land with the same group, reassignment loops, long waits, slow handoffs, tickets that could close themselves, approvals nobody rejects and SLA risk. Each opportunity is scored, estimated in hours per month and paired with the fix that removes it.

Priority
Every opportunity scored for impact and confidence
Fixes
Assignment rules, routing fixes, auto-close rules, reminders, Flow Designer flows
Coverage
Incidents, requests, changes, HR and customer cases, plus your own task tables
More about Optimize
NEXUS Optimize / acme-prod 43,513 records · 30 days
Opportunities
24
High priority
11
Hours / month
318.4
Avg confidence
48%
Critical High Medium 0 100 Confidence Impact
Opportunity

Critical auto assignment

Auto-assign sc_req_item to Facilities Desk

Impact
70
Confidence
95
Effort
low
Hours / mo
38.5

Fix Assignment rule

  1. 14 Detected
  2. 4 Validated
  3. 3 In progress
  4. 2 Implemented
  5. 1 Monitoring
Sample data.

ValueROI

Which ServiceNow products are earning their renewal?

Value measures how widely each licensed product is used and how deeply it is embedded, then gives it a posture: invest, defend, fix, reduce or replace. Add your contract dates and SKU costs and the assessment becomes a renewal position, with a leverage score and the points to raise.

Adoption
Utilization, feature depth, activity and configuration maturity
Stickiness
Integrations, automation, custom apps, data volume and user breadth
Forecast
License exhaustion against your renewal date
More about Value
NEXUS Value / acme-prod renewal in 214 days
Value score
52
Leverage
47
Adoption
53
Stickiness
55
Fix Fix Invest / Defend Reduce Fix Defend / Replace Reduce Reduce Fix / Replace Adoption Stickiness ITSM HRSD CSM SecOps WSD SPM ITOM
  • Invest1
  • Defend1
  • Fix3
  • Reduce2
  • Replace0
  • WarningSPM recommended for reduction
  • WarningCSM needs improvement
  • InfoNegotiation Recommendation
Sample data.

How it works

NEXUS only reads from ServiceNow. Nothing is installed on your instances, and nothing in them is changed.

  1. Connect

    Give NEXUS a read-only account on each instance. Credentials are stored encrypted, and nothing is installed in ServiceNow.

  2. Schedule

    Run any module on demand or on a regular schedule, or set several to run one after another.

  3. Analyze

    NEXUS works through the instance and scores what it finds. If an instance only accepts traffic from your own network, a small worker can run there on its behalf.

  4. Act

    Each run keeps its scores, findings and trend. Share reports as PDF or spreadsheet, get an email when a run finishes, and add a written AI summary if you want one.

Hosted for you, or inside your network

Most customers use NEXUS as a hosted service that we run and keep up to date. Each customer's data is kept separate and visible only to the people it has been shared with. If everything has to stay on your own infrastructure, a dedicated deployment is available.

Hosted
We run, monitor and update the platform. Each customer has its own account, and its users only see what has been shared with them.
Self-hosted
Optional. A dedicated deployment for your organization, inside your own network.
Your instances
Nothing installed. NEXUS uses a read-only account and never changes your data.
Data protection
Credentials and other sensitive data are encrypted, and built-in access controls keep each customer's data separate.
Sign-in
Two-factor authentication, account lockout and detection of unusual sign-in activity.
Permissions
Admin, user and viewer roles, with access set per account, instance, module and AI use.
Audit trail
A record of who did what, kept according to your retention policy.
Sensitive instances
Flag an instance as sensitive to keep it out of AI processing and email attachments.
AI
Optional written summaries from OpenAI, Anthropic Claude or Google Gemini, using your own keys.

Questions it answers, by role

The same snapshot serves the platform owner, the developers, the admins and whoever signs the renewal.

  • Is the platform in better shape than it was last quarter?Health
  • Which products should we expand, and which should we cut back?Value
  • Where are the team's hours going to manual rework?Optimize
  • Is work spread fairly across the groups?Productivity

See NEXUS against one of your own instances.

Point it at a sub-production clone. We'll run the modules with you and go through what they find, starting with the findings that matter most.

Book a walkthrough