Board Influence Is a Pre-Meeting Discipline, Not a Presentation Skill
You do not win the board in the room. The outcome is settled in the pre-reads, the private objections, and the sponsor conversations before anyone sits down.
10 min read
A PERIODICAL FOR PLATFORM OPERATORSEST. 2025LONDON · UK
/INSIGHTS · EDITOR'S CUT
What to read, and in what order.
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
Running ServiceNow at scale
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.
How to Craft a ServiceNow Platform Vision That Drives Transformation
A vision drives transformation through its connections, not its wording. The three-wire test: measures, sponsor, queue.
10 min read
ServiceNow RACI Matrix: Two People Accountable Is The Same As Nobody
Your programme is not stuck on the work, it is stuck on the calls nobody owns. One name in the accountable slot settles more than any workshop will.
10 min read
02 · GOVERNANCE
Governance that holds under pressure
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.
Build your steering committee around decisions, not job titles
A committee steers when every member carries decision authority. The three tests that qualify a seat, and the thresholds that route real choices into the room.
10 min read
ServiceNow Multi-Level Governance: Building Aligned Platforms Through Strategic Structure
Tiers align through what they publish, not who they seat. Every board owes the layer below a written envelope, and the layer above exceptions rather than updates.
10 min read
ServiceNow Governance: Documentation Standards for Compliance Success
An audit is a retrieval test. Six stages that turn platform documentation into evidence you can produce in minutes, with named owners, lifecycles and review clocks.
10 min read
03 · DEEP DIVE
The architecture of the platform itself
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.
CSDM 5: Building Your Digital City - A Blueprint for ServiceNow Success
No city is built all at once. The staged route through CSDM 5, foundations first, one district at a time, with each stage earning the trust that funds the next.
10 min read
Scalable Configuration Management Standards for ServiceNow Success
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.
10 min read
ServiceNow Access Sprawl Is a Pricing Problem, Not a Discipline Problem
Nobody chooses broad access because they are careless. They choose it because it is the cheapest option on the menu. Reprice the grants and the sprawl stops.
10 min read
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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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EDITIONS SHIPPED
- Frameworks ready for Monday’s steering meeting
- Written by practitioners, not analysts
- Read in 14 countries
- Free