A PERIODICAL FOR PLATFORM OPERATORSEST. 2025LONDON · UK

/ISSUES · THE ARCHIVE

Every edition, filed by topic.

22 long-form dispatches, each a working artefact rather than a hot take: demand board scoring models, CoE charters, RACI matrices, cost benchmarks, the decision rights nobody ever wrote down. Every edition is the framework that holds under scrutiny, filed by topic and ready before the next steering meeting.

SORT

FILTER BY TOPIC

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

№1005 SEPT 2025

Empower Users with Self-Service Support in ServiceNow: Best Practices

Deflection metrics lie. Friction maps tell the truth. A self-service architecture audit in four diagnostic passes.

№10 · 05 SEPT 2025 · Experience & Adoption

Experience & Adoption

№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

№0822 AUG 2025

ServiceNow Vendor Performance Monitoring: KPI Governance Best Practices

The vendor business review is the most under-engineered meeting in most platform operations. A cycle, a scorecard, and the KPIs that actually predict risk.

№08 · 22 AUG 2025 · Vendor & Partner

Vendor & Partner

№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

Team & Roles

PAGE 2 OF 2 · SHOWING 10 OF 22

← PREV 01 02NEXT →

Every edition, filed by topic.

Empower Users with Self-Service Support in ServiceNow: Best Practices

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

ServiceNow Vendor Performance Monitoring: KPI Governance Best Practices

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

Every edition, filed by topic.

Empower Users with Self-Service Support in ServiceNow: Best Practices

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

ServiceNow Vendor Performance Monitoring: KPI Governance Best Practices

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

ServiceNow Demand Board Best Practices for Strategic Alignment

ServiceNow Governance: Documentation Standards for Compliance Success

ServiceNow Multi-Level Governance: Building Aligned Platforms Through Strategic Structure

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

ServiceNow Change Management: Why 70% of Platform Implementations Fail (And How to Be in the 30% That Don't)

5 Essential Roles for Successful ServiceNow Executive Steering Committees

Every edition, filed by topic.

Empower Users with Self-Service Support in ServiceNow: Best Practices

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

ServiceNow Vendor Performance Monitoring: KPI Governance Best Practices

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

The frameworks your steering committee will actually use.

Every edition, filed by topic.

Empower Users with Self-Service Support in ServiceNow: Best Practices

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

ServiceNow Vendor Performance Monitoring: KPI Governance Best Practices

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

The frameworks your steering committee will actually use.

ServiceNow Demand Board Best Practices for Strategic Alignment

ServiceNow Governance: Documentation Standards for Compliance Success

ServiceNow Multi-Level Governance: Building Aligned Platforms Through Strategic Structure

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

ServiceNow Change Management: Why 70% of Platform Implementations Fail (And How to Be in the 30% That Don't)

5 Essential Roles for Successful ServiceNow Executive Steering Committees