/INSIGHTS · EDITOR'S CUT
The archive holds everything, in the order it was written. Insights is the shortcut: themed selections that point you straight at the editions that matter, so you can skip the scroll. A short, curated list that gets you to the framework you need without the hunt.
01 · START HERE
The foundation reading for anyone stepping into an operator seat: setting platform vision, earning board influence, and drawing the role boundaries that keep delivery from quietly seizing up.
You do not win the board in the room. The decision is settled beforehand, in the one-to-ones and the pre-reads, and a board paper that needs the meeting to explain it has already lost.
Most platform visions inspire and decide nothing. The real test is whether yours can decline a request without it landing on your desk.
Everyone argues over who is Responsible. The column that actually moves a decision is the one most matrices quietly get wrong.
02 · GOVERNANCE
Three editions on building governance that won’t fold under pressure: who sits on the steering committee, how decision rights cascade, and the records that keep the structure honest months later.
Five seats around the table, but only one job that matters: choosing what the platform will not do.
Every governance layer should own a decision the layer below cannot make. The rest is latency with a quorum.
A document becomes audit evidence only once it clears an owned review gate and sits on a review clock with a named owner. Standardise the pipeline every document runs, not the templates.
03 · DEEP DIVE
Long-form dispatches for the problems you cannot Google your way out of: the data model as the platform’s foundation, configuration standards as building codes, and the access controls that keep the platform trustworthy under audit.
A service model earns its keep only when a business owner will defend it out loud. Here is how to stand one up as an owned, dated agreement in five moves, not a mapping project that never finishes.
A configuration record nobody owns is a liability, not an asset. Put a name and a review date against every class, and the data starts to earn its trust.
Granting a privilege is a decision your platform records. Keeping it is a default nobody signs. The fix: a named owner and an expiry date on every access.
KEEP READING
Two other ways into the archive, browse by topic cluster, or scroll every edition in reverse-chronological order.
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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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