Good morning, ServiceNow Community!
I’m conducting research on how organizations are actually staffing and managing their ServiceNow platforms, and I’d love to hear your insights.
I’ve managed ServiceNow implementations at five companies since 2012. In each case, there was a centralized ServiceNow team responsible for administration, development, and operations. Individual cost centers—like HR or Facilities—did not have embedded ServiceNow resources.
However, ServiceNow’s guidance now emphasizes a hybrid model: a centralized platform team paired with embedded analysts, admins, or even developers in business units.
I’m curious to know what’s happening on the ground. Specifically:
- How common is the centralized model versus a decentralized or hybrid model in your organization?
- Are these models working effectively?
- Would you stick with your current model or change it if you could?
- What lessons have you learned—good or bad—from your chosen approach?
All perspectives are welcome—whether you’re in IT, HR, Facilities, Security, or beyond. I appreciate any input you’re willing to share. Let’s learn from each other!
Thanks in advance,
Matthew Wollman
