New SN Product Owner - Replatform vs Refactor Highly Customized Global Instance?

[AES Skaggs]

I recently started as the Global ServiceNow Product Owner at a large global company after our instance has been in place for 4 years. I've spent 6 years between two organizations as a ServiceNow Admin team lead and the other 5 years in the ServiceNow Partner ecosystem as a Technical Consultant, Presales Solution Architect and Client Architect.

We are facing some key challenges:

Multiple Portals Causing Fragmented Experiences

• Operating 3 separate portals (1 global, 1 regional)
• Inconsistent and disjointed user experience
• Looking to consolidate into a single Employee Center

Language Issues Due to Lack of Dynamic Translation

• No dynamic translation currently enabled
• Duplicating KB articles and forms in multiple languages
• In process of implementing dynamic translation

Poor Data Quality and Limited Reporting

• Core data issues exist (users, locations, CIs, etc.)
• No CMDB or adherence to CSDM
• Minimal asset management capabilities
• Severely limits reporting and visibility into operations

Excessive Customizations and Technical Debt

• 400+ skipped upgrades identified in latest release
• But need to analyze all upgrades over lifetime of instance
• Numerous customizations done for regional use cases
• Lack of governance has led to deviations from best practices

Current Focus on Ticketing But Desire for Broader Transformation

• Primary current use is for ticketing capabilities
• But want to elevate ServiceNow to be central digital transformation platform
• Improved EX, operational efficiency, and data-driven decisions

The Big Dilemma: Replatform vs. Refactor?

I'm debating whether we need a full replatform or can remediate our existing instance.

Replatform Pros:

• Clean slate with latest SN features
• Avoid accumulated technical debt and customizations
• Implement best practices from the start

Replatform Cons:

• Data migration and transition disruption
• Significant upfront costs
• Time to stabilize new environment

Refactor Pros:

• Iteratively improve existing instance
• Lower upfront costs
• No data migration needed

Refactor Cons:

• Extent of technical debt unknown
• Customizations can impede progress
• Upgrades likely still required

Approach Considerations:

• Use a SN partner for replatforming
• Hire additional internal resources for refactoring:
  • Senior Developer
  • CMDB/ITOM Lead

I welcome any advice or insights from the community on:

• How do you determine when replatform vs. refactor is best?
• What are the key thresholds or decision criteria you consider?
• For other highly customized global instances, what path did you take and why?

I appreciate any guidance as I determine the right strategic direction in my first few months as SN product owner. This is a critical decision for transforming our ServiceNow maturity over the next 3 years. Please let me know if I can provide any other helpful context!

[Jodi Hartman1]

I have some of the same challenges and questions as AES Skaggs. It would be great to have a space for platform owners, process owners, etc. to exchange information with.

[AES Skaggs]

How would we go about getting a forum or area of community for folks like us? Product owners, process owners. I end up having to settle on the SysAdmin section when this really belongs elsewhere. Seems Product Owner related questions go next to nowhere.

[TeresaGunn]

Can anyone offer if this community or space has been created for product owners?  Thanks