ITFM - Managed Services​

Business Problem

Post-implementation, your ITFM environment still needs regular maintenance, new feature adoption, upgrades, and strategic guidance. Organizations may fall behind on ServiceNow releases without an ongoing partner, face performance issues, or fail to align ITFM with evolving business strategies continuously.​​​

Pre-Conditions

• ServiceNow ITFM is at least partially rolled out.​
• Organizational acknowledgment that ongoing evolution is critical, not just a one-time install.​
• Need reliable external expertise to handle platform changes, new releases, or deeper analytics expansions.​​​

Common Pitfalls

• Reactive support: Waiting for issues to arise rather than prevention​
• Under-resourced internal teams: Relying on staff who lack specialized ITFM or ServiceNow knowledge.​
• No strategic roadmap: Letting the system stagnate, ignoring best practices or new ServiceNow features.​
• Limited integration expansions: Not updating or adding additional modules as the business grows.​​​​​

Value Journey

• SmartStart: Provide basic technical support for the newly established cost data environment -> Handle minimal patches and upgrades -> Offer help desk for users
• Walk: Proactive Monitoring: Ensure monthly/quarterly closings go smoothly -> Provide consultative guidance as governance evolves -> Assist with incremental updates or expansions​​
• Run: Forecast & Analytics Support: Help refine modeling, address performance or data quality issues -> Co-develop future enhancements: advanced scenario planning or new data integrations -> Support cyclical review of forecasting cycles and refinements​​
• Fly: Full Partnership: Ongoing advisory to keep ITFM aligned with business transformations -> Innovation Integration: Evaluate and adopt new AI modules, integrate big data, or incorporate advanced cost modeling -> Provide executive-level counsel for strategic roadmapping​

Service Offering

SmartStart:

• Basic Support Desk: Troubleshoot cost entry/approval workflows, simple errors​
• Patching & Upgrades: Ensure minimal downtime for minor updates​
• Scheduled Health Checks: Verify data consistency and performance at a simple scale

Walk:

• Proactive Monitoring: Identify potential governance process breaks, unapproved cost entries, or data sync failures​
• Minor System Enhancements: Incorporate new features in line with evolving governance or user requests​
• Regular Advisory: Provide periodic check-ins to gauge process compliance​

Run:

• Analytics & Forecasting Support: Continual improvement of predictive models, handle data volume expansions​
• Strategic Roadmap Co-Creation: Outline upcoming enhancements or expansions to scenario planning​
• Performance Tuning: Ensure the platform can handle real-time data streams and deeper analytics workloads

Fly:

• Fully Integrated Partnership: Align ITFM system enhancements with broad business transformations (M&A, new product)​
• Innovation Pipeline: Evaluate and adopt advanced AI, big data, or cost modeling solutions​
• Executive Consultancy: Strategic guidance to keep ITFM in lockstep with corporate objectives and emerging market trends

Why Capture?

• Long-Term Partnership: We serve as a trusted ally, supporting you through every phase of EA maturity.​
• Proactive Monitoring & Enhancement: We keep pace with ServiceNow upgrades and business changes, preventing stagnation.​
• Strategy & Execution Expertise: Beyond technical upkeep, we help shape and guide your architectural vision over time.​​​