CSM - Managed Services

Business Problem

Organizations frequently encounter difficulties maintaining their CSM platforms post-implementation, resulting in system degradation, security vulnerabilities, reduced performance, and, ultimately, declining customer satisfaction. Without structured, long-term support, the initial success of a ServiceNow CSM implementation often fades over time.

Pre-Conditions

Defined Service Level Agreements (SLAs) for ongoing support.
Governance model that includes clear roles and responsibilities for continuous service delivery.
Allocated resources for continuous CSM platform management.

Common Pitfalls

Lack of proactive monitoring leading to service disruptions.
Insufficient security oversight causing vulnerabilities.
Poor management of upgrades and system patches, risking stability and compliance.

Value Journey

Proactive Monitoring & Issue Resolution: Continuous oversight and rapid identification of potential issues before impacting operations.
Regular Updates & Upgrades: Systematically manage ServiceNow updates and upgrades, ensuring seamless platform evolution without disruption.
Security & Compliance Management: Maintain adherence to security standards, manage risks, and perform compliance audits regularly.
AI and Automation Enhancement: Regularly enhance workflows and customer interactions through advanced AI capabilities and further automation opportunities.
Strategic Platform Evolution: Provide long-term guidance on platform scalability, introducing new ServiceNow features to meet evolving customer service demands.

Service Offering

24/7 Platform Monitoring and Incident Management: Continuous monitoring with immediate incident detection and response services, ensuring optimal platform availability and reliability.
Regular System Maintenance & Updates: Scheduled platform updates, feature upgrades, and system optimizations to maintain peak performance and usability.
Security Audits & Compliance Management: Regular security assessments, compliance checks, and ongoing risk mitigation actions to safeguard data and maintain customer trust.
AI-Enhanced Automation & Predictive Support: Continuous refinement of workflows and processes with AI-driven automation, predictive insights, and enhanced self-service capabilities.
Dedicated Support & User Assistance: Ongoing access to ServiceNow-certified experts, offering personalized advice, training refreshers, and proactive guidance to ensure full platform utilization.
Strategic Advisory & Roadmap Management: Long-term strategic guidance and regular roadmap updates to align your CSM capabilities with evolving business objectives and customer service strategies.

Why Capture?

Capture combines deep ServiceNow expertise with agile, personalized managed services. Our proactive approach ensures long-term success, ongoing system integrity, optimal performance, and continuous evolution of your CSM platform. Our commitment to direct client relationships and strategic partnerships makes us uniquely equipped to support your evolving customer service landscape sustainably and effectively.

CSM - Managed Services​