ServiceNow ITSM Modules Configuration

I need my ServiceNow instance fully configured for Incident, Problem, and Change Management. The base tables are already in place, but the forms, data flows, and access controls remain untouched. I want the setup aligned with ITIL best practices yet adapted to how our teams actually work, so I expect a mix of out-of-the-box features and tailored elements.

At minimum, I will require custom workflows where the standard flow falls short—for example, additional approval gates on high-impact changes and a streamlined major-incident path that auto-notifies specific resolver groups. I’m open to your recommendations once you review our current processes; the final level of customization will depend on that analysis.

Deliverables I will use to sign-off:
• Incident, Problem, and Change modules configured, tested, and promoted to production
• Custom workflows built and documented (flow designer or workflow editor—your choice, but keep it maintainable)
• Knowledge transfer session plus concise runbook outlining key configuration items and rollback steps

I’ll provide admin access to our sub-production instance and sample data. Please outline your proposed approach, estimated timeline, and any past ServiceNow ITSM rollouts that show you can hit the ground running.