Run-versus-change capacity split
EnterpriseExplicitly categorising effort and cost as 'run' (keeping the lights on) versus 'change' (project and improvement work), and reporting the ratio over time.
This ratio is a headline governance metric.
10 capabilities
Run work competes for the same people as change work
Service requests, SLAs, recurring maintenance and operational tickets sit on the same resource pool as projects, so capacity plans reflect what the team is actually doing.
One capacity view shows run versus change per person — the number that explains why the project is late.
Service / work request intake
ProfessionalA single governed channel for operational work requests - support, maintenance, small changes - distinct from project demand, with categorisation, routing and prioritisation.
Operational requests compete for the same people as project work.
SLA management & escalation
EnterpriseDefining service-level targets against request types, measuring response and resolution against them with business-hours calendars, and escalating automatically on breach or approaching breach.
Directly relevant to an SLA-aligned governance framework.
Multi-level approval workflows
ProfessionalConfigurable approval chains with sequential and parallel steps, conditional routing on value or type, delegation, and full approval audit trail.
Approval is where governance is enforced or lost.
Workflow automation engine
ProfessionalA configurable rules engine - when this happens, do that - covering assignment, notification, status change, approval routing, escalation and integration calls.
Automation is what removes the PMO's administrative burden.
ITSM / service desk
EnterpriseFull IT service management capability - incident, problem, change and request fulfilment aligned to ITIL - with a service catalogue and knowledge base.
Matters only if the PMO platform is also intended to carry IT operations.
Ticketing & incident management
ProfessionalCapture, triage, assignment, tracking and closure of individual operational tickets, with queues, ownership and resolution recording.
The granular layer beneath service management.
Recurring / BAU work management
ProfessionalManaging repeating operational work - preventive maintenance, monthly reporting cycles, periodic compliance activity - on schedules rather than as one-off tasks.
BAU consumes real capacity that is invisible if only projects are tracked.
Asset or CMDB linkage
EnterpriseLinking projects, requests and operational work to the assets, applications or configuration items they affect, with an impact view in both directions.
For a metering business, connecting work to the affected product, firmware version or deployed asset base is what makes impact analysis possible before a change rather than after an incident.
Operational KPI dashboards
ProfessionalDashboards covering operational performance - SLA compliance, throughput, backlog, ageing, resolution time, utilisation - distinct from project delivery reporting.
Operations and delivery need different metrics.
Every capability above states the lowest plan that includes it. Nothing here is an add-on and nothing is metered.
See how these 10 sit against the other 61
The full matrix shows all 71 capabilities and the lowest plan that includes each one.