# Semaphore Partners — Full Content > ServiceNow consultancy. 7 Validated Practices. 9 Product Line Achievements. 100% client retention. 2026 Partner Award winner, Americas. --- ## About Semaphore Partners Semaphore Partners is a ServiceNow consultancy founded in 2019 by Jonathan Jacob and Toby Comer. We are 20 people. Every engagement is led by a partner. We hold 7 Validated Practice designations and 9 Product Line Achievements from ServiceNow. We deliver ServiceNow implementations using an AI-augmented methodology — faster scoping, better documentation, and more consistent delivery across every engagement. Anchor clients include BlackRock, Princeton University, Harvard University, NBA Properties, Insmed, Tradeweb, StepStone Group. --- ## Selected credentials - App Engine Validated Practice - Customer Service Management Validated Practice - Hardware Asset Management Validated Practice - Human Resources Validated Practice - ITSM Pro Validated Practice - ITSM Standard Validated Practice - Now Assist for ITSM Validated Practice - Financial Services Operations, Banking Product Line Achievement - Workflow Data Fabric Product Line Achievement - 2026 Partner Award winner, Americas --- ## Services ### Discovery & CMDB (DISCOVERY) Most CMDBs fail the same way: discovery populates them once and nobody maintains the reconciliation rules. We fix that. Discovery, Service Graph Connectors, and CMDB Health checks combine into a configuration database your teams use for change and incident resolution. **Practices:** Discovery Pro, ITOM Visibility, Service Graph Connectors, CMDB Health **Duration:** 10-16 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-2: Discovery scoping, credential inventory, CI class design - Weeks 3-6: Discovery installation, initial runs, deduplication rules - Weeks 7-10: Service mapping and application CIs - Weeks 11-14: CMDB Health dashboard, runbook, handoff training - Weeks 15-16: Hypercare and sign-off More: https://semaphorepartners.com/services/discovery --- ### IT Service Management (ITSM) We design ITSM processes your analysts will adopt. That starts with understanding how your organization handles a P1 before we configure a single workflow. **Practices:** ITSM Pro, Change Management, Request Management, Service Catalog **Duration:** 8-14 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-2: Process workshops, gap analysis, requirements documentation - Weeks 3-6: Core incident and request workflows, service catalog design - Weeks 7-10: Change management, problem management, integrations - Weeks 11-12: UAT support, training delivery - Weeks 13-14: Go-live support and hypercare More: https://semaphorepartners.com/services/itsm --- ### Now Assist & AI (NOW ASSIST) Now Assist pays off when agents use it and end users trust its answers. We find the workflows where AI does the most, configure Now Assist against your knowledge base, and build the guardrails that keep its answers accurate and in your voice. **Practices:** Now Assist for ITSM, Now Assist for HRSD, AI Search, Skill Kit **Duration:** 6-10 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-2: AI readiness assessment, use case prioritization - Weeks 3-5: Knowledge base audit and remediation, Now Assist configuration - Weeks 6-8: Testing, tone calibration, agent training - Weeks 9-10: Go-live, adoption monitoring, hypercare More: https://semaphorepartners.com/services/now-assist --- ### HR Service Delivery (HRSD) HR teams spend too much time routing questions that should answer themselves. We implement HR Service Delivery with a catalog built around the questions your employees ask, routing that keeps sensitive matters in the right hands, and onboarding that scales with headcount. **Practices:** HR Service Delivery, Employee Center Pro, Lifecycle Events, Case Management **Duration:** 10-16 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-3: HR process discovery, data mapping, integration inventory - Weeks 4-8: Case management configuration, service catalog build - Weeks 9-12: Lifecycle events, onboarding workflows, HRIS integration - Weeks 13-14: UAT, HR admin training - Weeks 15-16: Go-live and hypercare More: https://semaphorepartners.com/services/hrsd --- ### Employee Center Pro (EC PRO) Employee Center Pro is the front door for enterprise services. We configure it to show each employee the catalog items that apply to them, connect it to your ITSM and HRSD, and build the taxonomy that makes it findable, not just searchable. **Practices:** Employee Center Pro, Service Portal, Unified Taxonomy **Duration:** 6-10 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-2: Taxonomy design, persona mapping, catalog audit - Weeks 3-6: Portal configuration, catalog migration, integrations - Weeks 7-8: UAT, content review, launch communications support - Weeks 9-10: Go-live, adoption tracking setup More: https://semaphorepartners.com/services/ec-pro --- ### Software Asset Management (SAM PRO) SAM programs fail when entitlements and consumption don't reconcile. We build SAM Pro with the publisher normalization, entitlement imports, and reclamation workflows that produce a position you can defend in an audit. **Practices:** SAM Pro, Software Asset Management, License Reclamation **Duration:** 12-18 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-3: Publisher inventory, entitlement data collection, discovery scope - Weeks 4-8: SAM Pro configuration, publisher normalization, entitlement import - Weeks 9-12: Consumption reconciliation, gap analysis, reclamation workflows - Weeks 13-16: Reporting dashboards, administrator training - Weeks 17-18: Handoff and hypercare More: https://semaphorepartners.com/services/sam-pro --- ### CMDB health & remediation (CMDB) This is not a new CMDB deployment. You already have data. It's stale, duplicated, or incomplete. We assess the CMDB, find the root causes, and put in the reconciliation rules and governance that stop them coming back. **Practices:** CMDB Health, Discovery Pro, Data Governance **Duration:** 8-12 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-2: CMDB health assessment, CI class audit, discovery configuration review - Weeks 3-6: Deduplication and reconciliation rule implementation - Weeks 7-9: Data quality improvement, relationship mapping - Weeks 10-12: Health dashboard, governance documentation, handoff More: https://semaphorepartners.com/services/cmdb --- ### Sustaining Engineering (SUSTAINING) After a major implementation, what most organizations need is a senior ServiceNow engineer on retainer. Not a managed service with an offshore queue and five-day SLAs. Sustaining gives you one Semaphore engineer who knows your instance, a fixed monthly scope, and no markup for after-hours requests. **Practices:** ITSM Pro, Platform Administration, Upgrade Management **Duration:** Ongoing monthly **Lead Partner:** Jonathan Jacob **How the retainer runs:** - Month 1: Onboarding: instance review, access, roadmap alignment with your team - Every month: Scope set from your roadmap, with capacity held for reactive work - Twice a year: Upgrade planning and execution for each ServiceNow release - Ongoing: Direct access to your engineer for development, configuration, and platform advice More: https://semaphorepartners.com/services/sustaining --- ### Customer Service Management (CSM) We implement CSM for organizations moving customer interactions out of email and into trackable workflows, visible from first contact to resolution. **Practices:** Customer Service Management, Case Management, Self-Service Portal, Fulfillment Workflows **Duration:** 8-14 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-2: Service model design, channel strategy, requirements documentation - Weeks 3-6: Case management, routing rules, SLA configuration - Weeks 7-10: Self-service portal, knowledge base, agent workspace - Weeks 11-12: Integrations, UAT support, training delivery - Weeks 13-14: Go-live support and hypercare More: https://semaphorepartners.com/services/csm --- ### App Engine (APP ENGINE) We design and build scoped applications on App Engine, from a departmental tool to an enterprise portal, using the platform's native capabilities so upgrades land clean. **Practices:** App Engine, Scoped Application Development, Service Portal, Flow Designer **Duration:** 6-16 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-2: Requirements, data model design, UX wireframes - Weeks 3-8: Core application build, Flow Designer automation - Weeks 9-12: Integrations, testing, user acceptance - Weeks 13-16: Deployment, training, documentation handoff More: https://semaphorepartners.com/services/app-engine --- ### Hardware Asset Management (HAM PRO) We implement HAM Pro for organizations that need an accurate, auditable hardware inventory with business context behind every record. Not a spreadsheet in ServiceNow's clothing. **Practices:** Hardware Asset Management, Asset Lifecycle, CMDB Integration, Financial Tracking **Duration:** 6-12 weeks **Lead Partner:** Jonathan Jacob **Typical engagement:** - Weeks 1-2: Asset model design, lifecycle policy workshops - Weeks 3-6: Core HAM configuration, intake and lifecycle workflows - Weeks 7-9: CMDB integration, Discovery reconciliation rules - Weeks 10-11: Financial tracking, disposal workflows, UAT - Week 12: Go-live support and admin training More: https://semaphorepartners.com/services/ham --- ## Industries ### Financial services Asset managers, broker-dealers, and fintechs, where every ServiceNow deployment carries a compliance overlay. More: https://semaphorepartners.com/industries/financial-services --- ### Life sciences Biotech, pharma, and medical device companies where GxP validation and 21 CFR Part 11 compliance shape every platform decision. More: https://semaphorepartners.com/industries/life-sciences --- ### Higher education Research universities and liberal arts colleges with IT organizations that serve students, faculty, staff, and researchers, each with different service expectations. More: https://semaphorepartners.com/industries/higher-education --- ### Media & entertainment Sports organizations, media companies, and entertainment platforms running global operations on lean IT teams. More: https://semaphorepartners.com/industries/media-entertainment --- ### Professional services Investment management, legal, and advisory firms where billable time is the product and every IT failure is a client-facing risk. More: https://semaphorepartners.com/industries/professional-services --- ## Case Studies ### COVID-secure bubble workflows for a major sports league **Client:** Major professional sports league (anonymized) **Year:** 2020 | **Duration:** 6 months **Practices:** Safe Workplace, HR Service Delivery, Customer Service Management Helped a major professional sports league restart its 2020 seasons inside two secure campuses, with digital screening and access workflows covering 2,600 people, 13,000 documents, and 172 games. More: https://semaphorepartners.com/work/sports-league-bubble --- ### Student lockout workflows for an Ivy League university **Client:** Ivy League university (anonymized) **Year:** 2025 | **Duration:** 12 weeks **Practices:** Case Management, Mobile Agent, API Integrations Built the university's first end-to-end campus operations solution on ServiceNow: walk-up kiosks, a mobile solution for public safety officers, loaner key workflows, and real-time student billing. Around 10,000 lockouts processed in the first 18 months, with zero customizations. More: https://semaphorepartners.com/work/student-lockout --- ### Faculty computer program for an Ivy League university **Client:** Ivy League university (anonymized) **Year:** 2024 | **Duration:** 12 weeks **Practices:** Hardware Asset Management, Service Catalog, API Integrations Rebuilt a faculty computer purchase program as a closed-loop lifecycle on ServiceNow: catalog ordering, API-driven fulfillment through SHI, and pre-registered assets delivered ready to use in under two weeks. More: https://semaphorepartners.com/work/faculty-computer-program --- ### Customer project management for a global fintech platform **Client:** Global fintech platform provider (anonymized) **Year:** 2025 | **Duration:** 18 weeks **Practices:** CSM, SPM, API Integrations Standardized client onboarding and delivery on ServiceNow customer project management, replacing email-driven project communication with portal intake, staffing-aware routing, and one platform from kickoff to steady-state support. More: https://semaphorepartners.com/work/fintech-customer-projects --- ### CMDB rebuild for a global asset manager **Client:** Global asset manager (anonymized) **Year:** 2023 | **Duration:** 14 weeks **Practices:** Discovery Pro, CMDB Health, Service Mapping Rebuilt a stale CMDB covering 40,000+ CIs across on-prem and AWS, increasing the data quality score from 34% to 91% in 14 weeks. More: https://semaphorepartners.com/work/cmdb-asset-manager --- ### HRSD launch for a specialty pharma company **Client:** Specialty pharma company (anonymized) **Year:** 2024 | **Duration:** 16 weeks **Practices:** HR Service Delivery, Employee Center Pro, Lifecycle Events Replaced three legacy HR ticketing tools with a single HRSD platform, reducing HR case resolution time by 40% and eliminating a $280k/year software cost. More: https://semaphorepartners.com/work/hrsd-pharma --- ### ITSM modernization for a research university **Client:** Ivy League university (anonymized) **Year:** 2024 | **Duration:** 20 weeks **Practices:** ITSM Pro, Service Catalog, Now Assist Modernized a 10-year-old ITSM deployment for a 25,000-seat university, consolidating 4 departments onto a shared instance with department-specific service catalogs. More: https://semaphorepartners.com/work/itsm-university --- ## Careers ### Business Development Specialist **Team:** Growth | **Location:** Remote (US) | **Type:** Full-time Drive new business through networking, RFP responses, and client relationship management. Help tell the Semaphore story to the right audiences. More: https://semaphorepartners.com/careers/business-development-specialist --- ### Senior ServiceNow Engineer **Team:** Delivery | **Location:** Remote (US) | **Type:** Full-time Design and deliver ServiceNow implementations for clients in financial services, life sciences, and higher education. Work directly with partners on every engagement. More: https://semaphorepartners.com/careers/sr-servicenow-engineer --- ## Contact - Email: hello@semaphorepartners.com - Phone: +1 646-579-9505 - Web: https://semaphorepartners.com/contact - Blog (Relay): https://semaphorepartners.com/blog