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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›Team & Roles

/ISSUES · TEAM & ROLES

Every edition on team & roles.

Long-form dispatches on team & roles, 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

№0721 AUG 2025

ServiceNow Platform Team Charters: The Strategy That Determines Whether Your Platform Thrives or Dies

A charter is not a mission statement. It is the document that ends the three most common arguments on every platform team.

№07 · 21 AUG 2025 · Team & Roles

№0318 AUG 2025

ServiceNow RACI Matrix: Clarify Roles, Boost Efficiency, Drive Results

RACI goes wrong in the same three places every time. A technical-governance-specific matrix that survives first contact with a platform upgrade.

№03 · 18 AUG 2025 · Team & Roles

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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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