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Why this is important

Strong governance can give you the assurance that you’re using ServiceNow in ways that achieves your business objectives. Start by involving the right people to set up governance authorities, processes, activities, and policies. Then, define how key decisions will be made based on your ServiceNow roadmap, platform management, and management of your portfolio of ServiceNow capabilities. Then plan to continually improve your governance over time.

Steps covered

1. Prepare to set up ServiceNow governance
2. Define governance authorities, a process, and policies for strategy, technical, and portfolio governance
3. Continuous improvement

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

What you need to get started

LEADERSHIP SUPPORT
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
PREREQUISITES
An understanding of why ServiceNow governance is needed in your organization and what you hope to achieve with it
STAKEHOLDERS
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.

More resources to check out

Success Playbook

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

Learn how to build governance that accelerates the value you capture from ServiceNow.

Success Checklist

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

Download our step-by-step action plan for building the right governance model for ServiceNow.

Success Video

Establish ServiceNow Governance

Watch our five-minute video about establishing ServiceNow governance at your organization.

Executive Briefing Deck

Establish ServiceNow Governance

Get a quick overview of how to establish ServiceNow governance at your organization.

Success Playbook

Stand up a ServiceNow Center of Excellence and Innovation

Learn how to create a COEI that will help you reach your vision for digitizing workflows with ServiceNow.

Success Video

Stand up a ServiceNow Center of Excellence and Innovation

Watch our six-minute video about standing up a ServiceNow Center of Excellence and Innovation.

Executive Briefing Deck

Stand up a ServiceNow Center of Excellence and Innovation

Get a quick overview of how to stand up a ServiceNow Center of Excellence and Innovation.

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