Consultancy and process design
ITIL-aligned operating model design, service definitions, governance, roadmap development and target-state architecture.
Practical ITSM, ITOM and ITAM delivery for complex enterprises.
SCAK IT Services Ltd helps organisations implement, optimise and govern Service Management platforms on OpenText Service Management and ServiceNow with an ITIL-aligned, out-of-box-first approach.
ITSMService Management process design and implementation
ITOMCMDB, discovery, Service Modeling and operations workflows
ITAMAsset lifecycle, governance and platform integration
SACMIncludes CMS, Discovery and Service Modeling using CSDM principles.
Out-of-box firstWe look for native capability before considering custom build.
Architecture disciplineDesign choices are evaluated against scale, operability and supportability.
Delivery focusConsultancy, health checks, troubleshooting, upgrades and implementation.
Decision principle“Should it be done?” comes before “Can it be done?”
23+ yearsDirector-led industry experience across enterprise Service Management delivery.
Independent advisoryCommercially neutral consulting with an out-of-box-first design philosophy.
UK consultancyRegistered company serving public and private sector organisations.
On-prem and cloudDelivery coverage spanning platform implementation, recovery and operational refinement.
Leadership
Director-led consulting with hands-on platform experience.
SG
Shishir Gupta
Director, SCAK IT Services Ltd
Shishir Gupta leads SCAK IT Services Ltd with 23+ years of IT industry experience centred on enterprise IT Service Management, platform implementation and Service Operations improvement across OpenText Service Management and ServiceNow.
His profile reflects senior consulting and delivery leadership across complex enterprise environments, with hands-on experience spanning ITSM, ITOM, ITAM, SACM, CMDB, Discovery, integrations and platform transformation.
What we do
Service Management consulting built for long-term platform value.
We support greenfield programmes, inherited implementations and strategic improvement initiatives where the goal is not just to deploy features, but to create a supportable operating model.
Implementation and optimisation
End-to-end delivery, workflow configuration, service catalogue design, upgrades, improvement backlogs and remediation plans.
CMDB, discovery and integrations
Configuration management architecture, Service Modeling, discovery alignment, data quality controls and enterprise integration design.
Platform coverage
Separate expertise for OpenText SMAX and ServiceNow.
SCAK IT Services Ltd provides similar core consulting services across both platforms while respecting the design patterns, module behaviour and operational constraints unique to each ecosystem.
OpenText Service Management SMAX
Implementation, on-prem and cloud deployment advisory, Kubernetes-based architecture, disaster recovery planning, health checks, upgrades, CMDB and Service Modeling.
ServiceNow Independent
Implementation, optimisation, ITSM, ITOM, ITAM, CMDB, discovery and integrations delivered without training services or partner-led sales positioning.
Delivery philosophy
Keep the platform close to product standard wherever possible.
Native capability usually makes upgrades faster, operational support simpler and new product features easier to adopt. That discipline is central to how we design solutions.
- Use built-in platform capability first and justify every deviation from standard.
- Minimise custom code that increases technical debt or upgrade friction.
- Align process design to product behaviour instead of forcing brittle workarounds.
- Balance customer requirements with maintainability, supportability and compliance.
Working principle
“Should it be done?” instead of “Can it be done?”
This principle helps control scope, reduce unnecessary customisation and keep the platform aligned to best practice and future product evolution.
Assess
Understand the business outcome, policy requirement and operational impact.
Challenge
Test whether native features already satisfy the need, wholly or partially.
Design
Implement the lightest viable solution that remains supportable over time.
Core service areas
Capability coverage across the Service Management stack.
Process consultancy
Incident, request, change, problem, knowledge, service catalogue and governance design.
Tool implementation
Platform configuration, workflow design, forms, portals, fulfilment patterns and reporting.
Health checks
Assessment of inherited implementations, operational issues, design debt and remediation priorities.
Troubleshooting
Targeted support for configuration defects, performance concerns, failed integrations and platform instability.
CMDB and discovery
Model design, governance, discovery strategy, service mapping and data quality improvement.
Integrations
Connections with monitoring, identity, cloud, HR, DevOps and enterprise line-of-business systems.
Security and compliance
Access model review, operational controls, audit support and alignment to governance expectations.
Upgrades and improvements
Release planning, regression awareness, optimisation backlog development and phased enhancements.
Industry experience
Experience across public and private sector organisations.
Public sector
- Healthcare
- Local council
- Defence
Private sector
- Banking
- Consumer goods and retail
- Telecommunications
- Oil and gas
Next step
Need an implementation partner, health check or platform improvement plan?
SCAK IT Services Ltd can support discrete consulting engagements as well as broader platform transformation work across OpenText Service Management and ServiceNow.