Jakob Anker's Governance Cheat Sheet

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The Governance Sheet

A compiled reference of
ServiceNow governance
resources

Official governance and policy resources from ServiceNow — covering strategic, portfolio, and technical governance. Use this as your one-stop reference to drive a well-governed, secure, and optimised platform.

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—  Reading notes

Welcome to my latest blog post, where I’ve gathered a treasure trove of official governance and policy resources from ServiceNow. Whether you’re a seasoned Service Management professional or just starting your journey, these resources will guide you through best practices and help you drive success with the platform.

→  Start with the Get started with ServiceNow governance worksheet from the Customer Success Center.

→  Complement with The Governance Topology — a framework making governance conversations more explicit and tangible.

→  Then explore The Adaptive Governance Framework V.1 — guiding enterprises on when to use which governance functions, authorities, and processes.

—  Getting started

Get Started with ServiceNow FAQ Frequently asked questions on governance, process, and team policies.

Get started with ServiceNow governance Core structure for the governance starter template, with additional descriptions and collateral.

What is IT governance? Introduction to IT Governance from ServiceNow.

Strategic Governance

Strategic Direction

State your transformation vision and outcomes Many organizations have digital transformation as a strategic imperative but few state a vision that translates into tangible and realistic measures of success.

Beyond Technical — Setting Sails for an Unsiloed Future Embrace the challenges of the ‘us’ vs ‘them’ mentality in IT, and help breach the gap.

Portfolio Governance

Idea and Demand Management

How to gather and evaluate requirements User stories in practice — pitfalls and how to overcome them.

Build your business case A persuasive business case to get approval and funding for your ServiceNow investment.

Technical Governance

Architecture

Plan your architecture, instances, integrations, and data flows Technical lens and business-context-driven decisions for your Now Platform architecture and data strategy.	Architecture & Technical Questionnaire Get an overview of your current technical architecture.
Instance Definition Assessment Cover important facets of platform governance and usage through a guided questionnaire.	Should you Self-Host? Decision tree and resources for determining if on-premises installation is right for your organisation.

Solution Design

Design an engaging self-service experience Build a shared understanding of your vision for improving employee and customer experience.	What is an experience architect? An individual who uses human-centred design thinking to identify and deliver innovation opportunities.
ServiceNow Platform Questionnaire Supports your platform strategy and maintenance; informs solution design and ongoing management.

Technical Design

Get away from the ‘out-of-the-box’ box A rant on the buzzword of ‘OOB’ and its practical implications.

Best practices for customization What criteria should I use to determine whether to customise?

Data

Define ServiceNow data governance Get inspiration for data policies.	What are data governance frameworks? Collections of rules, roles, and processes to ensure an organisation properly manages its data.
CSDM with Charles the Baker — Part 1 Understand the foundation and crawl stage of CSDM.	CSDM with Charles the Baker — Part 2 Understand the walk stage of CSDM.

Security

ServiceNow security best practice guide Key considerations for securing your instance.

Privacy Management — Process Guide Security measures that can be taken within the ServiceNow platform.

Testing Standards

User Acceptance Test Plan Template Get inspired on planning and executing UATs.	Process Guide: UAT Scenarios & Scripts Leading practices for UAT management.
UAT Preparation Checklist Template Checks ensuring your UAT is on the right track.

Technical Governance Assessment

Technical Governance Assessment Assess the technical governance of your platform.

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