IKC ITOM Value-Up
Turn Your ServiceNow ITOM into a Living System
Transform your dormant ITOM investment into a fully functional, outcome-driven system with
predictable monthly pricing and guaranteed SLA targets.
Is Your ServiceNow ITOM Underperforming?
You’ve invested in ServiceNow ITOM (IT Operations Management) – a powerful tool designed to bring clarity and efficiency to your IT landscape. But if you’re like many organizations, you might be facing challenges such as inaccurate data, low utilization, and a lack of tangible return on investment (ROI). Your ITOM system shouldn't be a dormant asset; it should be a dynamic engine driving your IT operations.
That’s where the IKC ITOM Value-Up Package comes in. We transform your underutilized ServiceNow ITOM into a thriving, "living system" that delivers real value.
Who Can Benefit?
This package is specifically designed for organizations that:
-
Have already purchased ServiceNow ITOM modules (Discovery, Service Mapping).
-
Have implemented ITOM over a year ago but haven't seen a clear ROI.
-
Struggle with low CMDB data accuracy (completeness, correctness, compliance).
-
Experience low Discovery success rates or improperly configured Service Mapping, making root cause analysis (RCA) during incidents difficult.
-
Lack internal expertise for ITOM operations or face operational continuity issues due to frequent staff changes.
-
Want predictable operational costs and are wary of unpredictable, personnel-based contracts.
Are These Your Pain Points?
Many of our clients express similar frustrations before partnering with us. Do any of these sound familiar?
Low ROI & Utilization
"We spent a fortune on ITOM, but honestly, I don't know if we're truly using it. The reports are inaccurate, so no one trusts them."
Inaccurate CMDB Data
"Even after running Discovery, so much CI information is missing or wrong. I can't even think about automating other processes based on this."
Lack of Experts & Delays
"When we have pattern errors or credential issues, there's no one internally to fix them. And getting support from ServiceNow takes forever."
Unpredictable Costs
"Calling in external experts or hiring senior staff every time a problem arises is incredibly expensive. It's impossible to budget for."
Our Solution: Your ITOM, Maximized.
Focus on your core business. Let IKC's experts handle your complex ITOM operations
Remote Troubleshooting & Expert Advisory
Our remote experts respond faster and go deeper than in-house support. A team of ServiceNow specialists delivers consistent, high-quality support without the cost of full-time staff.
Focused Discovery & Service Mapping Improvements
We don't just monitor. We actively raise Discovery success rates and service map accuracy to meet SLA targets. We fix pattern errors, resolve credential issues, and advise on new integrations.
Fixed Monthly Pricing (SLA-Based)
Our value isn't measured by "how many people worked for how many hours," but by "did we achieve the promised service levels?" This isn't just staff augmentation; it's a partnership where we take responsibility for results.
Our Commitment
We stand by our service with concrete, measurable targets.
While these can be adjusted based on your environment and agreement, here's what you can typically expect:
1
Discovery Success Rate
Target (Example):
95%+ of managed IPs
How It's Measured:
Success/failure ratio in ServiceNow Discovery dashboard
2
CMDB Health Score
Target (Example):
90+
How It's Measured:
Monitored via ServiceNow CMDB Health widgets
3
Technical Support Response Time
Target (Example):
Urgent: within 2 business hours
General: within 8 business hours
How It's Measured:
IKC ticketing system logs
4
Key Service Map Correctness
Target (Example):
Ongoing maintenance of accuracy and completeness for customer-designated critical business service maps.
How It's Measured:
Submitted in quarterly performance reports Customer reviews and signs off
Service Scope: What's Included
Our package focuses on the most specialized and frequently problematic Level 2 and Level 3 ITOM operations,
where our expertise delivers the most value.
Included:
-
Level 2 (Routine Exception Handling): Comprehensive troubleshooting support, including pattern error correction, performance issue analysis, and resolution guidance.
-
Level 2 (Knowledge Sharing): Provision of customized guides and knowledge articles for Discovery and Service Mapping issue resolution.
-
Level 3 (Change Response Advisory): Guidance on preparation work for new Discovery/Service Mapping configurations, as well as advice on modifying and optimizing existing patterns.
Not Included:
-
Level 1 (Simple Daily Management): Daily dashboard checks, simple CI creation/modification requests (recommended for client's direct execution).
-
License management and platform upgrade support.
-
Level 3 (Large-Scale New Development): Development of entirely new custom applications/catalogs, large-scale new pattern development, API integration development, etc.
Core Scope
Separate Agreement Required
Ready to transform your ServiceNow ITOM into
a powerful asset?
Contact us today to learn more about the IKC ITOM Value-Up Package!