ITFM - Continuous Improvement & Optimization​

Business Problem

Once the system is live, many organizations stagnate—they do not revisit or improve their ITFM processes, missing chances to enhance forecast accuracy, refine data quality, or expand usage. This leads to diminishing returns over time.​​​

Pre-Conditions

• A functioning ITFM solution that end-users and management are actively using.​
• Organizational appetite for incremental refinements rather than “big bang” overhauls.​
• Commitment to review performance metrics (e.g., forecast accuracy, budget variance) regularly.​​​

Common Pitfalls

• Lack of formal improvement cycles: Relying on ad-hoc changes or reacting only to crises.​
• Not investing in advanced features: Missing out on AI, scenario planning tools, or new ServiceNow releases.​
• Strategy misalignment: Not adapting ITFM processes as the organization’s strategy or structure changes.​​​​

Value Journey

• SmartStart: Simple metrics tracking: cost entry consistency, data completeness -> Minor adjustments to data models or workflows -> Informal user feedback loops
• Walk: Scheduled process reviews: ensure new governance structures are followed -> Identify gaps in monthly close or approval workflows ​
  -> Mid-range improvements to optimize efficiency​​
• Run: Forecast Accuracy Reviews: Evaluate actual vs. forecast systematically -> AI/ML Tuning: refine predictive models as data volume grows -> Emphasis on cross-functional performance dialogues​​
• Fly: Value Realization Tracking: Evaluate ROI on major IT initiatives, see if planned benefits were achieved -> Dynamic Strategy Alignment: Regularly adjust cost priorities with business shifts -> Encourage constant innovation around new tools or data sets​

Service Offering

SmartStart:

• Metric Tracking: Simple KPIs such as data completeness or cost entry timeliness​
• Minor Tuning: Adjust data fields, correct obvious inaccuracies​
• Regular Feedback Sessions: Gather input from key users in pilot areas

Walk:

• Process Reviews: Periodic checks that governance roles/process steps are followed​
• Improvement Backlog: Track user requests, small enhancements, and short sprints to implement them​
• Governance Refinements: Updates to RACI or policies if real-world usage deviates from design​

Run:

• Forecast Accuracy Evaluations: Identify root causes of variance, refine models​
• Scenario Optimization: Introduce or enhance “what-if” tools, advanced analytics​
• Automation Gaps: Spot areas still done manually and propose further automation to speed up planning and forecasting

Fly:

• Value Realization Reviews: Consistently check if ROI or TCO improvements are aligning with strategic goals​
• Innovation Pipeline: Evaluate new ServiceNow releases, AI capabilities, or cost-modeling approaches that could yield strategic advantage​
• Evolutionary Governance: Keep policies and frameworks dynamic as the business changes

Why Capture?

• Data-Driven Optimization: We base improvements on real metrics—forecast accuracy, user adoption, ROI metrics—not guesswork.​
• Structured Review Processes: We schedule routine check-ins to prevent stagnation and address issues early.​
• Culture of Continuous Enhancement: Our goal is to help you build an internal habit of process refinement, not just one-off improvements.​​​