[ FAQ ]

Every engagement starts with a 30-minute discovery call focused on your requirement, constraints, and current platform context. If we're the right fit, delivery follows a governed workflow: one AI Architect uses 8 specialised AI Agents across discovery, solutioning, build, test, and documentation, with human approval at every gate. Contracts run on a rolling 30-day basis with no long-term lock-in.

It depends on scope, but our goal is transformation in weeks, not many months. A focused ITSM or CMDB engagement typically runs 8 to 16 weeks. Larger programmes covering multiple modules (ITOM, CSM, AI readiness) are phased into structured increments with clear milestones. We don't do open-ended engagements with no visible end date.

The Operator Model is our delivery methodology: one AI Architect using 8 AI Agents owns the engagement from assessment through build. The same person who scoped the problem builds the solution. There's no relay race between pre-sales and delivery teams. AI agents handle the volume (documentation, coordination, testing) while the AI Architect retains full decision authority at every gate. The result is faster delivery with better governance and no handoff gaps.

Yes. The majority of our work is on established instances, not greenfield builds. Platform remediation, CMDB health restoration, backlog clearance, upgrade readiness, and performance hardening are all common starting points. We assess what's there, identify the highest-leverage fixes, and deliver a prioritised roadmap before any hands-on work begins.

Our core areas are: ITSM, CSM, CMDB/CSDM, ITOM (Discovery, Service Mapping, HAM/SAM), Now Assist rollouts and GenAI readiness, AI Control Tower and AI governance (EU AI Act, ISO 42001), TPSM/Service Bridge, S2P, H2R, CRM/FSM, Service Catalogue, and Platform Architecture. We also deliver across App Engine and integration patterns (SCIM, Workday, HR/ERP connectors). If it runs on ServiceNow, we've likely built it.

Knowledge transfer is built into every engagement, not an add-on. Our operator model embeds capability directly into your team so they grow stronger with every sprint. We deliver architecture coaching, code reviews, live-environment training, and documented playbooks. Creating dependency on MainStack is never the goal.

We operate on rolling 30-day contracts with no long-term lock-in. If we're not delivering value in a given month, you shouldn't be paying for the next one. For larger programmes, we agree on phased milestones up front so you always know what you're getting and when. No annual retainers, no exit fees.

Yes. MainStack is a ServiceNow Consulting & Implementation partner. Our team holds active ServiceNow certifications across ITSM, CSM, ITOM, CMDB, App Engine, and Platform Administration. We stay current with each ServiceNow release cycle and maintain our partner standing through ongoing project delivery and certification.