APEX® Service-now Platform

APEX® Service-now Platform

Full ITIL aligned IT service-management with additional capabilities

Improve efficiency

Reduce operational costs

Increase control and governance

Improve visibility into operations

Wavex has used ServiceNow™ (the global leader in Service Management) as the platform to develop APEX®, providing a range of unique capabilities only a click away. We believe that investing in the right people and best tools leads to the best service. However, despite all our technology, we are a staff-centric business fundamentally focusing on empowering people with the right tools to perform their jobs efficiently without interruption.

What APEX® does

APEX® is unique to the Wavex service offering, it is a designed to deliver a number of client focused benefits. A few examples of these are:

  • New Starter / Leaver processes – Manage complex new starter process.
  • Incident Management – Ability to review every detail with regard to incident management.
  • Change Management – Used to ensure all changes are approved and carefully considered to minimise business disruption. Wavex have developed a number of change workflows within Apex® and can extend access to this functionality to internal IT teams.
  • Strategy – Ability to manage IT strategy, providing clear graphical representation of the organisation’s IT strategy.
  • Procurement Portal – This is available to clients to request training and IT equipment and is supported by appropriate approval workflows.
  • Cyber-Awareness – Wavex has developed applications to help raise awareness of ransomware.
  • Reporting – Dashboards and custom reports can be created using any of the data available within APEX®
  • Problem Management – A function dedicated to researching recurring incidents.
  • APEX® App – Continuous, context aware, communications to staff to ensure they are informed as to progress of their request. Asset Management (continually reviewing all PCs, Laptops and software). Feedback mechanisms (asking for feedback after work is completed).
  • Asset Management – Providing up to date view of their IT assets and which staff member is using them. Assets are queried via the APEX® app and then update the asset registry.
  • Invoicing – All invoices are available online.
  • Warranty Management – Providing contractual warranty positions on all assets
  • Certificate Management – Providing certificate currency information
  • Knowledge Management – A range of knowledge articles designed for both staff and also engineers. This shared repository ensures all IT staff can collaborate around documentation.
  • Governance – ability to review risks and remediations.
  • Change Control – A range of bespoke change control processes. These minimise the risk of performing changes through a range of review and approval processes.
  • Broadcast SMS – An ability to SMS all staff should an emergency occur which limits network access.

There are other interfaces to APEX® which have been customised for specific user-groups:

APEX® Customer Portal

The APEX® portal is an end-user facing interface accessible via the web. This provides end-users a range of IT services from raising issues, buying equipment, starting cyber-response processes, testing security, or instigating a new-user or leaver process.

This can also be accessed via a mobile device providing enhanced accessibility to users who are out and about.

APEX® Customer Portal

The APEX® IT portal provides clients with in-house IT staff access to a fully functional instance of ServiceNow™. This facilitates information flows between Wavex’s engineers and client’s IT team. The purpose of this is to provide a truly seamless IT engagement for staff.

In-house IT engineers have access to extensive ITIL aligned capabilities from incident, problem and change management, to security, monitoring and notification systems.

For in-house IT executives, a full array of ITIL aligned dashboards help demonstrate trends and associated commercials.

Apex® deliver services that amaze your end-users, increase productivity, and achieve new insights by consolidating to the most innovative ITSM solution.

Jonathan Gill, Lead Technical Architect: Wavex Technology

Did you know that Wavex can deploy a fully functional and configured instance of ServiceNow™ for your in-house IT team in a few days?

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How we deliver this

Take your first step towards reimagining your IT with Apex®

  • Discuss requirements

  • Demonstration of Capabilities

  • Initial Technical Survey

  • High-Level Proposal

  • Financial Business Case / Sign-Off

  • Implementation / Deployment

  • Training

  • User-Acceptance Training & Go-Live

FAQs about Join the AI Revolution

Businesses today have access to a wide variety of AI technologies, each designed to solve specific challenges and drive efficiency, insight, and innovation. The key is selecting the right combination of AI tools that aligns with operational goals, available data, and the workflows that need enhancement. Not every AI solution fits every business, success depends on understanding the use case, potential impact, and how the AI integrates with existing systems.

Common types of AI suitable for businesses include:

  • Generative AI: Produces content, summarises documents, drafts emails, and generates reports, helping teams save time on routine writing or creative tasks.
  • Predictive analytics: Uses historical data to forecast trends, optimise inventory, predict customer behaviour, and guide strategic decision-making.
  • Natural Language Processing (NLP): Enables machines to understand and respond to human language, powering chatbots, summarisation tools, sentiment analysis, and advanced search.
  • Machine Learning: Detects patterns in large datasets to optimise processes, improve product recommendations, identify risks, or uncover hidden opportunities.
  • Robotic Process Automation (RPA): Automates repetitive, rule-based tasks across multiple systems, such as data entry, transaction processing, and workflow management.
  • Computer Vision: Analyses images and videos for applications such as quality control, security monitoring, or visual inspection in manufacturing or retail.

By working with a trusted partner like Wavex, organisations can identify the AI technologies that provide the most value, integrate them seamlessly into workflows, and scale solutions as business needs grow. With structured selection, pilot deployment, and ongoing optimisation, AI becomes a strategic enabler, delivering measurable results while maintaining security, compliance, and operational stability.

AI, today, has become a practical tool that can transform how businesses operate. By combining data analysis, automation, and machine learning, AI allows organisations to work smarter, make faster decisions, and respond to challenges more effectively. Its impact is felt across every department, from finance and HR to customer service and operations, helping teams focus on strategic priorities rather than repetitive tasks.

Beyond internal efficiency, AI helps companies enhance their competitiveness in the market. It enables better customer experiences, uncovers insights that drive innovation, and supports the adoption of data-driven strategies that can lead to measurable growth. The key to success is identifying where AI can add the most value and implementing it in a structured, well-governed way.

Practical ways AI can help businesses include:

  • Automating routine work: AI can process invoices, organise files, draft summaries, and handle repetitive administrative tasks, freeing staff to focus on higher-value projects.
  • Data-driven decision-making: By analysing large volumes of data, AI identifies patterns, predicts trends, and provides actionable insights to improve strategic planning.
  • Enhanced team collaboration: Tools like AI-driven summarisation or virtual assistants help teams access critical information faster and stay aligned across projects.
  • Smarter customer interactions: AI-powered chatbots, recommendation engines, and sentiment analysis deliver faster, personalised, and more accurate customer support.
  • Innovation and opportunity identification: AI can detect inefficiencies, predict market changes, and reveal new opportunities for products, services, or process improvements.
  • Scalability and flexibility: AI solutions can grow alongside the organisation, handling increased data volumes, expanding users, and adapting to new business needs without major infrastructure changes.

Wavex supports organisations in leveraging AI strategically, helping identify the right applications, integrate solutions with existing workflows, and monitor adoption. This ensures AI delivers measurable business outcomes while maintaining security, compliance, and operational stability.

  • Understand business objectives and challenges: Before exploring AI tools, it’s crucial to define what your organisation is trying to achieve. AI works best when it aligns with strategic priorities, whether that’s improving customer service, streamlining operations, accelerating decision-making, or uncovering new business opportunities. Taking the time to clearly map goals ensures any AI solution addresses a real business need rather than being a technology experiment.
  • Assess existing workflows and processes: Evaluate current operations to identify repetitive, manual, or error-prone tasks that can benefit from automation or AI-driven insights. Understanding the full workflow, including dependencies between teams and systems, helps highlight where AI can add the most value, and ensures that implementation won’t disrupt critical processes.
  • Evaluate data quality and readiness: AI relies heavily on data, so it’s essential to assess whether your organisation’s data is accurate, structured, and accessible. Poor-quality data can lead to inaccurate results or unreliable recommendations, so preparing and cleaning data is a foundational step before deploying any AI solution.
  • Define specific AI objectives and use cases: Narrowing down what you want AI to achieve is key to a successful deployment. Examples include summarising emails to save time, automating reporting, predicting sales trends, or assisting customer support teams. Clear objectives allow you to measure impact, prioritise resources, and ensure that AI adoption translates directly into tangible benefits.
  • Address risks and governance considerations: AI adoption comes with challenges, including data privacy, security, regulatory compliance, and change management. Planning for these early ensures the organisation can maintain control, prevent misuse, and build trust among employees while safeguarding sensitive information.
  • Develop a phased adoption roadmap: Implement AI incrementally, starting with high-priority use cases. By deploying AI in stages, your organisation can learn from each phase, adapt processes, and expand the solution progressively. This approach reduces disruption, manages investment risk, and allows teams to gain confidence in the technology.
  • Continuous monitoring and optimisation: AI adoption is an ongoing process. Regularly measuring performance, tracking ROI, and refining algorithms or workflows ensures that the solutions remain effective, relevant, and aligned with evolving business objectives. Over time, this allows AI to deliver increasing value and supports long-term digital transformation.

Wavex works closely with organisations to guide every stage of this process, from readiness assessments and pilot deployments to phased adoption and ongoing optimisation. This structured approach ensures AI is integrated securely, adopted effectively, and aligned with business priorities, ultimately delivering measurable results and sustainable value.