/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.
Turn governance board meetings from obligation into opportunity with proven tactics that position platform owners as strategic advisors, not order-takers.
Build a platform vision that aligns IT with business strategy, inspires stakeholders, and delivers measurable outcomes, not just another corporate statement gathering dust.
Maximise the value of your ServiceNow teams by mastering the RACI matrix. Streamline roles, enhance accountability, and align platform initiatives with strategic business objectives, transforming chaos into clarity.
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.
Master the art of platform governance by understanding the five critical roles that transform your Executive Steering Committee from bureaucratic overhead into a strategic powerhouse driving measurable business value.
Transform platform chaos into coordinated success with a proven three-tier governance model that clarifies decision rights, accelerates delivery, and aligns every initiative with business strategy
Establish documentation standards that transform compliance from a burden into a strategic advantage. Discover how structured governance frameworks reduce audit cycles, mitigate operational risks, and align platform activities with organisational objectives.
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.
Discover how CSDM 5 transforms complex ServiceNow data models into an intuitive framework using the city infrastructure analogy, complete with practical adoption strategies and measurable business outcomes.
Prevent configuration drift and accelerate deployments with proven naming conventions, rigorous documentation, and automated governance frameworks that scale with your platform
Master role-based access design, eliminate privilege creep, and achieve continuous compliance through automated governance frameworks that protect your organisation whilst enabling operational agility
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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