/INSIGHTS · EDITOR'S CUT
The archive is long and honest. Insights is short and opinionated, themed selections for when you want the editor's map, not the full reading list.
Three themes, hand-picked from the archive. No ranking, no best-of, just the editions that answer the questions a platform team is actually asking right now. Keep an eye on this page; it rotates as priorities shift.
01 · START HERE
The foundation reading for anyone stepping into an operator seat, governance, vision and the org-chart failures that make the platform feel broken.
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 · THIS QUARTER
Three editions on the governance structures that hold when the room pushes back, steering committees, multi-level decision rights and the documentation layer that keeps everyone honest.
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, data models as urban planning, 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.
JOIN THE BRIEFING
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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EDITIONS SHIPPED