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The Platform Operating Manual

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The Platform Operating Manual is a field manual for the people running ServiceNow at scale.

EST. 2025 · LONDON, UK

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COMPILED 02/06/2026

Home›Issues›Delivery & Risk

/ISSUES · DELIVERY & RISK

Every edition on delivery & risk.

Long-form dispatches on delivery & risk, frameworks, decision trees, and the operating models we have watched survive contact with real programmes.

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All · 22 Governance & Org Structure · 4 Platform Strategy · 3 Finance & ROI · 2 Delivery & Risk · 2 Adoption & Change · 1 Team & Roles · 2 Stakeholder & Comms · 2 Security & Compliance · 1 Demand & Intake · 1 Vendor & Partner · 1 Experience & Adoption · 1 Innovation & Funding · 1 Support & Enablement · 1

№1322 SEPT 2025

SLA Breach Management in ServiceNow: Frameworks for Fast Recovery

Breach is not failure, it is signal. The recovery framework that turns every breach into institutional learning.

№13 · 22 SEPT 2025 · Delivery & Risk

Delivery & Risk

№0901 SEPT 2025

ServiceNow OCM Project Plan: The Framework That Determines Whether Your Implementation Succeeds or Stalls

Synchronising technical and human readiness, a resource allocation framework and the risk-mitigation decision tree field-tested across six programmes.

№09 · 01 SEPT 2025 · Delivery & Risk

Delivery & Risk

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The frameworks your steering committee will actually use.

Every edition is a working artefact: demand board scoring models, CoE charter structures, RACI matrices, decision rights across every tier, cost benchmarks. Written by practitioners running some of the largest, most complex ServiceNow programmes in the UK. Read in over a dozen countries.

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