Blitzz: Secure Visual Assistance Integrated into ServiceNow

The Challenge

Blitzz needed to bring their visual assistance platform—including live video, AR annotations, and AI-powered tools—into ServiceNow for enterprise support teams. The integration had to work across three distinct ServiceNow modules (CSM, ITSM, and FSM), each with different workflows and requirements. Security was critical: the solution required JWT token authentication and a no-download experience for end users.

The Solution

XpertApps built three separate certified ServiceNow applications, each tailored to its target module:

• Custom apps for Customer Service Management, IT Service Management, and Field Service Management
• JWT token authentication for secure session handling across all three apps
• No-download experience with optimised bandwidth for seamless end-user adoption
• Full security compliance with ServiceNow certification standards

The Results

All three applications passed ServiceNow certification on the first attempt. Application performance improved by 30%, and Blitzz gained a secure, scalable presence across ServiceNow’s core service management modules.

“XpertApps provided exactly the expertise and attention to detail we needed to launch our advanced visual support tools on ServiceNow.” — Keyur Patel, CTO, Blitzz