Architect Role / ServiceNow

[kathymorris]

Hi,

Question -We have an organization that is trying to set up ServiceNow governance with a Service Desk person who has no experience with software development, very little to no knowledge of ServiceNow (i.e. knows how to submit a request and struggles with how to even run a report). There is an Architect consultant on site who has strong ServiceNow experience. The company is asking their Service Desk person to write up all the documents and have the Architect train/edit everything. (which is never going to happen).

What is standard practice / best practice when it comes to setting up ServiceNow governance. 

[palanikumar]

Hi,

Service Desk person cannot be trained to Architect role. They can think only from Functional perspective, but cannot be technical.

A technical governance should :

1. Clarifies the decision makers on how and what outcomes can be delivered
2. Define how the strategic decisions can be achieved
3. Continuously evaluate and improve

This cannot be handled by a Service Desk person. It is suggested to have a person with CTA (Certified Technical Architect)

[Dr Atul G- LNG]

Hi @kathymorris 

When you say SD person is writing a document, what type of document is it mostly? Is it an SOP mainly used by SD, or is it used across the organization? Is it a functional or a technical document?

[kathymorris]

Hi Dr Atul,

The paragraphs that she copied off of Google looks more like an unorganized KB article. I wish I could say it's functional at least. However, 99% of the functional and technical info is missing. This SD person has no concept of how ServiceNow works and would not know how to engage the stakeholders (and that's probably a good thing not to lead more people on this Titanic towards this glacial iceberg). 

Kathy

[CharanpreetK]

Governance covers below areas - 

• What type of decisions
• Who has the authority to make them
• What is the process of making them

Governance can be breakdown into three below areas-

Data governance - ServiceNow data governance defines the standards and practices for owning and managing
data assets created, stored, and/or processed on the Now Platform. It’s a key part of
ServiceNow technical governance, so be sure to develop and/or approve it in collaboration
with your ServiceNow technical governance board. 

ServiceNow environment governance defines the standards and practices for how to right-size
environments, replicate instances correctly, and ensure proper ServiceNow environment
maintenance

More importantly, there should be methods for continuously improve governance like defining metrics, removing bottlenecks and triage decisions.