ITOM - Governance & Process Framework Setup

Business Problem

Lack of structured operational governance results in fragmented processes, inefficiencies, compliance risks, and inconsistent service delivery.

Pre-Conditions

Clear roles and ownership responsibilities
Leadership commitment to governance

Common Pitfalls

Resistance to standardized procedures
Overly complex or rigid governance structures

Value Journey

Governance Definition: Establish clear roles, responsibilities, and compliance requirements.
Standardization: Create repeatable frameworks and standardized procedures.
Alignment & Best Practices: Ensure processes reflect business objectives and standards.
Performance Management: Implement KPIs and monitoring for governance effectiveness.
Continuous Improvement: Regularly refine governance based on operational insights.

Service Offering

Governance Structure Definition: Establish clear governance with defined roles, responsibilities, escalation paths, and accountability for ITOM processes.
Standardized Process Framework: Design consistent, repeatable operational processes aligned with ITIL and ISO20000 best practices.
Compliance Management: Integrate compliance checks and audit readiness into routine operations, ensuring adherence to regulatory standards.
Integration of Governance into ServiceNow: Implement process workflows, approvals, and decision-making structures directly within ServiceNow.
Continuous Monitoring & KPI Tracking: Set up ongoing governance monitoring, automated compliance reports, and dashboards for tracking performance against defined metrics.
Governance Optimization Workshops: Regular stakeholder workshops and sessions for continuous refinement, ensuring the framework remains relevant and practical.

Why Capture?

Our experts have direct hands-on experience in operational governance, ensuring practical, realistic processes that enhance compliance, efficiency, and accountability across your IT operations.

ITOM - Governance & Process Framework Setup​