Build a dedicated, dynamic governance process, policies, and team

What's in this Success Playbook

This Success Playbook will teach you how to establish governance so you can be certain that the way you’re using ServiceNow® achieves your business objectives. You’ll learn to: 

  • Assign the people who need to be involved and responsible for setting up ServiceNow governance authorities, processes, activities, and policies
  • Define how key decisions are made with respect to how you define—and adhere to—your ServiceNow roadmap, your platform management, and how you manage your portfolio of ServiceNow capabilities
  • Plan to continually improve your ServiceNow governance over time

Key takeaways

The most important things to know

Governance is the set of policies, processes and organizational capabilities that define how decisions are made and who is responsible for outcomes. You need good governance to realize value and transform your vision with ServiceNow.

The problem is that many organizations under invest in getting governance right. To avoid limiting what you can achieve with ServiceNow: 

  • Take the time to involve the right people in governance decisions.
  • Define value-adding process and policies so you have the direction and guidelines you need to get work done.

The payoff of getting this right

Governance provides the foundational guidelines and operating structure you need to:

  • Maintain the integrity of your ServiceNow implementation
  • Expand the value you can deliver using ServiceNow
  • Support business objectives and transformation in how work gets done at your organization
  • Delegate development and administration across multiple parts of the organization and its partners, which helps you evolve faster and see more value

Steps covered

Step 1: Prepare to set up ServiceNow governance

  • Involve people who are adept in both technology and business skills when you set up your governance program.
  • Create a stakeholder map that shows who needs to be involved in setting up ServiceNow governance and what they can contribute.

Step 2: Define governance authorities, a process, and policies for strategy, technical, and portfolio governance

  • Don’t just focus on decision-making bodies—also define how decisions get made.
  • Get to know your organizational context before you define policies.
  • Start with a minimum viable set of governance policies.

Step 3: Continuous improvement 

  • Plan ahead how you’ll continuously improve governance.
  • Focus on maintaining the “right amount” of governance over time.

What you need to get started

A leader to define the scope, direction, and goals or your governance program, designing a plan or roadmap for how you’ll set up ServiceNow governance, and identifying who will need to be involved in the setup process
An understanding of why ServiceNow governance is needed in your organization and what you hope to achieve with it
A list of people and groups who should be involved in building and managing ServiceNow governance

When you should start this activity

  • Start considering governance requirements when you build your business case for ServiceNow.
  • Develop your governance plan in parallel with your ServiceNow roadmap and implementation plan to make sure you can support your vision and roadmap and that the end-state governance framework can be in place to guide work on the platform.

Related resources

Success Checklist

Build a dedicated, dynamic governance process, policies, and team

Access our ready-made action plan for implementing effective governance for ServiceNow.

Gain insights, get custom action plans, and achieve your goals faster.

Our Success Navigator will assess where you are in your implementation and guide you, step by step, from vision to value.

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