From Portfolio Thinking to Platform Velocity

Series: ServiceNow Resource Services by Capture — Part 1

The Story

There’s a point in every company’s story when the next step stops feeling like a choice and starts feeling inevitable.

For Capture, the launch of ServiceNow Resource Services is that moment, an outcome written by a decade of hard‑won experience, early bets that aged well, and a consistent belief that delivery quality is as much about people and cadence as it is about tools.

What brought us here

2014: A practical answer to a real‑world constraint.

The idea took shape in 2014, during a period when our customers were asking for a very specific kind of help: subject‑matter expert project managers who could parachute into unconventional initiatives—cross‑border programs, regulated environments, aggressive change scenarios—without being hired permanently. The market didn’t need headcount; it needed expertise on tap.

We responded by formalizing Resource Services. What started as “find the right expert, right now” quickly became a systematic capability. The engagements opened doors, first to our Project Manager community, then to confidence in our testers and developers and our near-shore orientation allowed us to extend this model across Europe. Over time, the engine evolved from a clever tactic into a core competency, and by 2025, we were coordinating well over 100 parallel expert allocations at any given time.

It wasn’t simply that we “knew people”; it was that we built a repeatable process for turning business need → expert capacity → measurable outcomes.

2020: ServiceNow becomes the platform for our way of thinking. 

If 2014 was about access to expertise, 2020 was about amplifying impact. We became a ServiceNow partner and began with ITBM, then SPM, drawing on our long history in Project Portfolio Management. That lens mattered. We didn’t view implementations as module checklists; we treated them as portfolio decisions, how investments support strategy, how dependencies in initiatives change sequencing, and where governance lives in day‑to‑day work.

As delivery expanded, so did our coverage: ITSM, ITOM, ITAM, and Enterprise Architecture grew around the portfolio backbone. We developed the architectural muscle to connect siloed elements and make the platform behave like a cohesive ecosystem, less “a stack of modules,” more “a living system” that the business can steer.

The result was a shift in the questions customers asked us: not “can you configure X?” but “can you help us realize the platform’s promise?”

2025 → 2026: When demand outgrows supply.

By 2025, ServiceNow adoption had pulled ahead of the talent pool. Partners and customers were competing for vetted experts at sustainable rates. We were in a rare position: our Resource Services engine was mature, and our ServiceNow practice ran deep across modules and architecture. So we did what we’ve always done, we put structure around the need.

We trained recruiters specifically for the ServiceNow market and built a Europe‑based pool of more than 150 ready‑to‑deploy ServiceNow professionals, from administrators to architects. This expert pool is now available to partners and enterprise customers, with clear delivery models and SLA‑supported engagement options that make scaling predictable rather than risky.

Explore ServiceNow Resource Services

Why now and Why us?

Platforms don’t pause because your requisitions are in flight. ServiceNow Resource Services gives you precisely the skills you need within weeks, helping you reduce backlog, accelerate delivery, and stabilize operations without disrupting your hiring philosophy or team culture.

• For partners, it offers hybrid or white‑label flexibility to scale for large projects, cover niche modules, and protect margins.
• For customers, it offers predictable capacity that works within your standards and cadence.

This is not a detour for Capture. It’s the straightest line from where we began to where the market needs us now.

What's next? Stay tuned for the next episode of the series, in which we take a deep dive into the engine revealing how we match, onboard, and deliver ServiceNow expertise in days, not months.