Executive Steering Boards for Large Enterprises

[Chris Pearson]

A successful ServiceNow implementation is not just about deploying technology; it’s about establishing a solid governance framework to guide decision-making and ensure alignment with business goals. We must remember to think strategically as we begin our ServiceNow journey and not just tactically by focusing only on our phase 1 project goals and outcomes. By designing and implementing an effective governance program, organizations can unlock the full potential of ServiceNow while managing risks and driving long-term success.

In previous posts, I've covered the demand and technical governance boards. Now we tackle the executive steering board.

Strategy governance involves aligning ServiceNow functionality with your business outcomes. An executive steering board plays a critical role in this process by defining your strategic decision-making process and ensuring that your organization's ServiceNow roadmap aligns with your business objectives. Here’s how to establish this board:

• Recruit an Executive Sponsor: Appoint an executive sponsor to chair the steering board, providing leadership and accountability for the program’s success.
• Create a Charter: The charter should define the board’s mission, such as aligning investments with business goals, monitoring progress, and managing risks. This ensures that the board has a clear purpose and direction.
• Recruit Stakeholders: Carefully select key stakeholders, including the CIO/CTO, business unit representatives, and vendor managers. Keep the board small and focused for effective decision-making.
• Define Responsibilities: Outline the decisions the board will manage, such as aligning the ServiceNow roadmap with business objectives and overseeing partner management.
• Establish a Meeting Cadence: Schedule meetings every 3-6 months to review and update the ServiceNow strategy and ensure your ServiceNow roadmap continues to look a few years into the future as your organization continues to add ServiceNow capabilities.
• Define Decision-Making Processes: Decide how the board will make governance decisions, whether through majority voting, consensus, or another method.
• Support Decision-Making: Prepare relevant information, such as performance reports and project updates, to support informed decision-making.

With your ServiceNow roadmap defined for the next 1 to X years, large enterprises are able to map out their IT programs and plan for great digital transformations, putting ServiceNow at the center of their future.