Data is the Master – Govern It or It Governs You
This week’s learning journey really drove home a powerful truth: data is the lifeline of ServiceNow, but without governance, it can easily become your greatest challenge.
We often hear “data is king,” but after this week, I’ve realised it’s more like the queen on a chessboard. It can move in every direction, influence every part of the game, and create opportunities across the board. Yet, like a queen, if you don’t use it strategically, it loses power. Mismanaged data can block progress, create blind spots, and even undermine decisions you thought were solid.
The Tug-of-War with Data Ownership
One of the recurring challenges is that data stewards or owners often work in silos. They can be fiercely protective of “their” data. Bringing this into a platform like ServiceNow is a cultural shift. Suddenly, data isn’t locked within departmental boundaries- it’s part of a bigger ecosystem with governance and shared responsibility.
It’s not about stripping control away from owners. Instead, it’s about helping them focus on quality and completeness. Because when data is accurate, processes become sharper, faster, and more effective.
No “One-Size-Fits-All” Architecture
There isn’t a universal blueprint for data architecture. Every organisation’s strategy should start with one simple question: What business outcome are we driving towards?
And yet, legal, compliance, or security teams can completely derail a well-thought-out plan. I’ve learned that the best defence is preparation knowing the business outcomes inside out, being ready to defend your design, and having alternative options in your back pocket.
The Legacy Data Dilemma
Legacy data often comes tied to legacy processes. If we carry it blindly into ServiceNow, it becomes baggage that slows down transformation.
The smarter approach? Archive old, closed data into a warehouse or lake for reporting, and only bring active or open records into ServiceNow. Some organisations even run a dual process-closing legacy records in the old system while starting fresh in the new. It’s about striking the balance between compliance, continuity, and future-readiness.
Whenever there’s push back, I’ve found it useful to ask the “Whys.” Why do we really need this data in ServiceNow? What value does it create? Often, the answers reshape the conversation entirely.
Data Governance Isn’t “Set and Forget”
One line from my facilitator stuck with me: “Data governance is not a set and forget exercise.” It’s something I keep coming back to in every discussion and decision.
Policies that made sense today may be outdated tomorrow. Processes evolve, regulations change, and new business requirements emerge. Continuous monitoring and improvement are non-negotiable. Data strategy and governance must evolve together, hand in hand. Treating governance as a one-time project is one of the fastest ways to let your data lose its “queen-like” power.
Integrations and the Cost of Connections
Large enterprises love patterns. Standard adapters, Integration HUB, store-based connectors - these reduce technical debt and accelerate integration. But there’s always a catch: licensing is tied to transaction volumes. Every design choice comes with cost implications, which makes architectural discipline crucial.
Instance Data Replication (IDR) and Multi-Instance Choices
When it comes to multi-instance decisions, IDR is often the bridge. But IDR is ServiceNow to ServiceNow only, and it’s not always the most efficient path. Sometimes, simple point-to-point integrations or even third-party sync tools can be more effective.
Single instance gives the cleanest consolidation, but may struggle with performance and compliance (think GDPR or data residency).
Multi-instance offers flexibility for local regulations but adds complexity in data synchronisation.
Domain Separation – Handle with Care
One of the most heated discussions this week was around domain separation. On paper, it feels like the perfect solution: clean partitions of data, easier compliance with regional or business rules, and the ability to apply consistent processes while still respecting boundaries.
The pros are tempting:
Strong data segregation without the overhead of multiple instances.
Faster adoption in environments where business units or geographies have similar processes but different data rules.
Reduced need for complex ACL customisations when customer, HR, or regional data needs strict separation.
But the cons are just as serious:
Once you switch it on, there’s no going back - domain separation is irreversible.
It introduces a heavy maintenance overhead that grows as the organisation scales.
Customisation and governance become more complex, often slowing down transformation rather than accelerating it.
The biggest insight for me was this: domain separation is not a technical decision, it’s a strategic one. It should never be chosen just because it “sounds secure” or because a single stakeholder is worried about data visibility. It should be chosen only when it aligns with the organisation’s long-term business outcomes.
Whenever domain separation comes up, It is always better to ask:
Could a multi-instance setup handle data residency laws more effectively?
Could carefully designed ACLs in a single instance provide the required control without locking us into complexity?
Do we truly need partitions, or is this fear of change disguised as a technical requirement?
The takeaway: domain separation can solve problems, but it can just as easily create them. Handle it with care, and only after weighing both the short-term benefits and the long-term costs.
My Biggest Takeaway
At the end of the day, data is not a by-product - it is the product. If we don’t govern it, secure it, and model it well, our processes will always under deliver.
ServiceNow gives us a platform to centralise, harmonise, and elevate data, but it demands discipline. Governance is not “set and forget.”
Continuous attention keeps data powerful, accurate, and relevant - like a queen on a chessboard, influencing every move in the game.
The 8 types of Data in ServiceNow Governance:
Understanding these categories helps us tailor governance strategies more effectively, ensuring each type is treated with the right level of control, visibility, and value.
Because in this era, the true winners aren’t the ones who collect the most data, but the ones who manage it best.
