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.​​​​