What was the turning point that moved your organization from reactive support to roadmap ownership?
I feel that our organization has hit a fork in the road: Stay reactive — or become strategic.
Our past has looked like:
• A constant backlog of enhancements
• Sprint cycles driven entirely by incoming demand
• Success measured by ticket closure rates
But in the past year or so it has started trending more strategic:
• A visible 12–24 month roadmap
• Governance principles around customization
• Clear executive alignment
• Intentional capability expansion
We've been working hard on building our "culture" around ServiceNow, but it took us asking leaders to have the mindset of “How should we evolve the platform?” instead of “Can you build this?”
Is anyone at a similar juncture in their journey? Always interested to hear what ServiceNow means to different organizations outside the technical footprint.
