Human-led agentic engineering for ServiceNow teams
A supervised team of specialist AI agents that builds on the Now Platform to the ServiceNow best practice.
*Observed across Tidewing build trials. Results vary with scope and instance complexity.
6 Specialist AI agents
80+ ServiceNow experts behind them
15 Years of partner expertise, built into Tidewing
The Agent Team
A specialist team of AI agents, working alongside your developers
Each agent owns one discipline and hands off to the next. A senior engineer on your side supervises the whole team and owns whatever ships.
Each agent has a personality, just like the Aussie birds that characterise them. They are team players who support and complement each other, and collaborate with you as an extension of your team.
Tidewing draws inspiration from the Brahminy Kite. ♡
Native to both Australia and Southeast Asia
Thrives where land meets tide
Soars high, hunts with focus and looks after its young
A senior ServiceNow engineer supervises every run
Strategic
Disciplined
Decisive
Osprey, the Architect
Decides where the work belongs before anyone builds it. Scoped or global, extend a table or create one. Checks it against CSDM and the patterns already in your instance.
Inquisitive
Communicative
Connective
Lori, the BA
Turns half a sentence in a ticket into stories a developer and a tester can both work from, with the edge cases nobody mentioned and the questions that go back to the requester.
Inventive
Persistent
Craft-focused
Cocky, the Coder
Reads the instance before it writes. Naming, scoping, error handling, logging. Output should look like your team built it, not like it arrived from someone else's project.
Exploratory
Methodical
Dependable
Little Penguin, the Tester
Writes ATF cases as the build happens, not as a phase at the end. Tests assert the acceptance criteria and have already run before your reviewer sees anything.
Composed
Exacting
Risk-aware
Swan, the QA Specialist
Same checklist on every change, whoever built it. Update set hygiene, no hard-coded sys_ids, no orphaned records. Removes variance so quality is not personality dependent.
Vigilant
Outspoken
Protective
Burra, the Security Guru
Every change through the access lens. ACLs and roles, what a portal user can suddenly see, what got written to a log that should not be there, whether an integration widens surface.
Choose Your Coding Agent
Accelerate delivery with your choice of coding platform
Tidewing wraps governance, quality gates and a specialist agent team around the coding agent of your choice. Two supported paths, same delivery discipline.
Accelerate development using Build Agent
Build Agent does the coding inside the platform you already own. Tidewing supervises it with architecture, testing, QA and security specialists, so output arrives review-ready rather than review-heavy. No new vendor, no new contract, no new data pathway to argue through your security team.
Data Residency
Within your ServiceNow tenancy, under your existing ServiceNow terms.
Anthropic Claude Code
Already running Claude Code? It is a ready integration. The same agent team, the same quality gates, the same supervision model. Sysintegra is an Anthropic partner, so the integration is supported rather than improvised.
Data Residency
Within your own AWS account
Hosting and Data Residency
Hosted in-country, in the AWS region of your choice
Tidewing is built for ServiceNow platform owners who have to answer for where their data sits. It supports your obligations under the Australian Privacy Principles and the New Zealand Privacy Act 2020.
You decide where Tidewing runs, and with it where your transaction data, API keys and credentials sit. Deployed in your own AWS account, they never leave environments you control.
Data Residency
Sovereignty
Your contract, your environment
New data pathways
None introduced
Coding agent, option 1
ServiceNow Build Agent
Your ServiceNow tenancy, under your existing ServiceNow terms
Coding agent, option 2
Anthropic Claude Code
Your own AWS account
Assurance
Sysintegra Expert Services Team
Or your in-house team
Use Cases
Problem statement to working application,
or anything in between
Start anywhere in the delivery cycle. Agents do the work and stage it.
A senior engineer approves before anything lands.
Featured
The nine we would point a first conversation at. They span four of the five categories — Plan and build, Optimise, Assure and Upgrade — and each is self-contained enough to run as a first workload.
Build an agentic AI workflow from your raw thoughts
From outcome to design, build and test, ending in a review-ready solution.
Build Employee Center pages and widgets
Turn UX requirements into polished Employee Center experiences.
Integration design and build
Define mappings, APIs, error handling and orchestration, then build and test the integration.
Catalog review and optimisation
Find dead, duplicated or poorly designed catalogue items and improve them.
UI/UX audit and remediation
Find inconsistent, confusing or slow experiences and implement approved fixes.
Performance analysis and optimisation
Find slow scripts, queries, integrations and configuration, then recommend fixes.
Code review and refactoring
Review human-written scripts for maintainability, security and ServiceNow standards, then propose or implement fixes.
Upgrade readiness and skipped-item remediation
Find customisations likely to interfere with an upgrade, analyse skipped records and prepare fixes.
Legacy workflow modernisation
Find legacy workflows and migrate them to current platform patterns in stages.
Plan and build
Move from rough intent to designs, applications, experiences and documentation. Ten ways in when the work has not been specified yet, from a one-line outcome through to a scoped application with its data model, UX, logic and tests.
Build an agentic AI workflow from your raw thoughts
From outcome to design, build and test, ending in a review-ready solution.
Prompt to requirements and user stories
Turn rough ideas into specifications, acceptance criteria and stories.
Solution design creation and peer review
Create technical designs from requirements, or review human-written designs before build starts.
Test strategy and test-plan creation
Create or peer-review test strategy, test plans, test cases and ATF coverage.
Build Employee Center pages and widgets
Turn UX requirements into polished Employee Center experiences.
Create beautiful Workspaces without the hard work
Design and build role-focused Workspaces quickly.
Custom application development
Go from business problem to scoped application, including data model, UX, logic and tests.
Integration design and build
Define mappings, APIs, error handling and orchestration, then build and test the integration.
Virtual Agent and conversational experience build
Design topics and conversations, then build the supporting workflows and integrations.
Documentation that stays current
Generate and maintain technical, configuration and support documentation from the live instance.
Optimise the platform
Find avoidable cost, friction and technical debt, then stage improvements. Ten sweeps across the catalogue, the CMDB, the access model, automation and performance — each ending in changes staged for review rather than a report nobody actions.
Catalog review and optimisation
Find dead, duplicated or poorly designed catalogue items and improve them.
CMDB gap analysis and remediation
Identify CSDM gaps, duplicates and orphans, then stage corrections.
Instance health analysis and remediation
Find what is pulling down instance health and resolve it step by step.
Enhancement backlog value analysis
Assess cost, effort and expected benefit, then recommend backlog priorities.
UI/UX audit and remediation
Find inconsistent, confusing or slow experiences and implement approved fixes.
Workflow and Flow Designer optimisation
Analyse bloated or duplicated automation and simplify or rebuild it.
ACL and role-model rationalisation
Untangle complex access models and remove excessive or conflicting permissions.
Technical-debt reduction
Find old customisations, duplicate logic and unnecessary configuration, then build a remediation backlog.
Data model and CSDM architecture review
Review tables, relationships and extension decisions before poor architecture becomes embedded.
Performance analysis and optimisation
Find slow scripts, queries, integrations and configuration, then recommend fixes.
Assure and protect
Strengthen testing, security, release quality and AI governance. Six checks that keep running as the platform changes, including a review of your AI Skills, Agents and Agentic Workflows against your own acceptable use policy.
Continuous ATF test coverage
Create and maintain automated test coverage as the platform changes.
Security posture assessment and hardening
Review ACLs, roles, exposed data and configuration weaknesses, then stage improvements.
Code review and refactoring
Review human-written scripts for maintainability, security and ServiceNow standards, then propose or implement fixes.
Release and deployment assurance
Inspect changes, dependencies, update sets and release contents before they move forward.
Defect triage and root-cause analysis
Analyse incidents or failed tests, isolate likely causes and generate review-ready fixes.
AI workflow governance and acceptable use review
Review AI Skills, AI Agents and Agentic Workflows against your AI acceptable use policy, governance standards and approval requirements, then fix the gaps before production.
Upgrade and modernise
Reduce upgrade risk and retire legacy patterns. Two pieces of work aimed at the two things that make upgrades expensive: customisations likely to interfere, and legacy workflows still running on patterns the platform has moved past.
Upgrade readiness and skipped-item remediation
Find customisations likely to interfere with an upgrade, analyse skipped records and prepare fixes.
Legacy workflow modernisation
Find legacy workflows and migrate them to current platform patterns in stages.
Otto and agentic AI
Build and govern AI Skills, AI Agents and Agentic Workflows. Five ways to put ServiceNow's own AI to work, from a single custom Skill through to end-to-end agentic workflows — including an honest read on which are worth the Assist consumption.
Build a custom Otto AI Skill
Turn a business requirement into a production-ready custom AI Skill, including prompts, inputs, outputs, testing and deployment.
Build or customise AI Agents
Create purpose-built AI Agents, or adapt ServiceNow's out-of-the-box agents, to fit your processes, data and controls.
Build Agentic Workflows
Combine AI Agents, skills, flows and tools into end-to-end workflows, autonomous or human-supervised.
AI opportunity and cost-benefit analysis
Assess out-of-the-box skills, AI Agents and Agentic Workflows against expected value, implementation effort and Assist consumption, then prioritise what is worth deploying.
Extend Otto with enterprise actions and integrations
Connect agents to ServiceNow workflows, records, Integration Hub actions, knowledge and external systems so Otto can act as well as answer questions.
What You Get
Faster delivery, without loosening control
The productivity case only works if governance holds. Tidewing is built so both are true at once.
Accelerated development
Specialist agents working in parallel across the build cycle.
Tight security controls
Security review runs on every change, not on a sample.
Repeatable QA framework
Already built and applied consistently, engagement to engagement.
Time saving
Less rework, shorter review cycles, fewer defects reaching UAT.
Overall cost saving
More output per engineer across the delivery lifecycle.
Get in Touch
See it run on a real backlog item
Book a 45 minute demo. We will step you through how Tidewing changes the way ServiceNow teams work through their backlog, and their more ambitious projects.