# The Platform Operating Manual

> A field manual for ServiceNow platform teams, governance frameworks, staffing models and operating structures written anonymously by practitioners still inside the work.

The Manual is written anonymously by practitioners working inside ServiceNow platform teams. Articles are published on the newsletter subdomain (https://newsletter.platformoperatingmanual.com); the sections below link to the canonical source for each.

## Key pages
- [Article archive](https://www.platformoperatingmanual.com/articles)
- [Topics](https://www.platformoperatingmanual.com/topics)
- [Insights](https://www.platformoperatingmanual.com/insights)
- [About](https://www.platformoperatingmanual.com/about)
- [Subscribe](https://www.platformoperatingmanual.com/subscribe)

## Topics
- [Governance & Org Structure](https://www.platformoperatingmanual.com/topics/governance-and-org-structure)
- [Platform Strategy](https://www.platformoperatingmanual.com/topics/platform-strategy)
- [Finance & ROI](https://www.platformoperatingmanual.com/topics/finance-and-roi)
- [Delivery & Risk](https://www.platformoperatingmanual.com/topics/delivery-and-risk)
- [Adoption & Change](https://www.platformoperatingmanual.com/topics/adoption-and-change)
- [Team & Roles](https://www.platformoperatingmanual.com/topics/team-and-roles)
- [Stakeholder & Comms](https://www.platformoperatingmanual.com/topics/stakeholder-and-comms)
- [Security & Compliance](https://www.platformoperatingmanual.com/topics/security-and-compliance)
- [Demand & Intake](https://www.platformoperatingmanual.com/topics/demand-and-intake)
- [Vendor & Partner](https://www.platformoperatingmanual.com/topics/vendor-and-partner)
- [Experience & Adoption](https://www.platformoperatingmanual.com/topics/experience-and-adoption)
- [Innovation & Funding](https://www.platformoperatingmanual.com/topics/innovation-and-funding)
- [Support & Enablement](https://www.platformoperatingmanual.com/topics/support-and-enablement)

## Articles
- [Hybrid Support Models: The Strategic Framework for ServiceNow Excellence](https://newsletter.platformoperatingmanual.com/p/hybrid-support-model-for-optimising-servicenow-platform-performance)
- [ServiceNow Cost Optimisation: Strategies for Sustainable ROI](https://newsletter.platformoperatingmanual.com/p/servicenow-cost-optimisation-strategies-for-sustainable-roi)
- [Maximise ServiceNow ROI with Optimisation Frameworks and CoE Strategies](https://newsletter.platformoperatingmanual.com/p/maximise-servicenow-roi-with-optimisation-frameworks-and-coe-strategies)
- [CSDM 5: Building Your Digital City - A Blueprint for ServiceNow Success](https://newsletter.platformoperatingmanual.com/p/csdm-building-your-digital-city-a-blueprint-for-servicenow-success)
- [ServiceNow Roadmap Communication: Building Strategic Partnerships Through Stakeholder Engagement](https://newsletter.platformoperatingmanual.com/p/servicenow-roadmap-communication-stakeholder-engagement-for-success)
- [Mastering ServiceNow Governance: How Platform Owners Can Transform Board Influence from Reactive to Strategic](https://newsletter.platformoperatingmanual.com/p/mastering-servicenow-governance-strategies-for-effective-board-influence)
- [ServiceNow Innovation: Funding Models, Investment, and Governance Guide](https://newsletter.platformoperatingmanual.com/p/servicenow-innovation-funding-models-investment-and-governance-guide)
- [How to Craft a ServiceNow Platform Vision That Actually Drives Transformation](https://newsletter.platformoperatingmanual.com/p/how-to-craft-a-servicenow-platform-vision-that-drives-transformation)
- [Stakeholder Mapping for ServiceNow Transformations: The Strategy That Determines Whether Your Platform Thrives or Dies](https://newsletter.platformoperatingmanual.com/p/stakeholder-mapping-strategies-for-successful-servicenow-transformations)
- [SLA Breach Management in ServiceNow: Frameworks for Fast Recovery](https://newsletter.platformoperatingmanual.com/p/sla-breach-management-in-servicenow-frameworks-for-fast-recovery)
- [ServiceNow Access Control Governance: The Strategy That Determines Whether Your Platform Remains Secure or Becomes Your Biggest Liability](https://newsletter.platformoperatingmanual.com/p/servicenow-access-control-governance-boost-security-and-compliance)
- [Scalable Configuration Management Standards for ServiceNow Success](https://newsletter.platformoperatingmanual.com/p/scalable-configuration-management-standards-for-servicenow-success)
- [Empower Users with Self-Service Support in ServiceNow: Best Practices](https://newsletter.platformoperatingmanual.com/p/empower-users-with-self-service-support-in-servicenow-best-practices)
- [ServiceNow OCM Project Plan: The Framework That Determines Whether Your Implementation Succeeds or Stalls](https://newsletter.platformoperatingmanual.com/p/servicenow-ocm-project-plan-structure-resources-and-risk-tips)
- [ServiceNow Vendor Performance Monitoring: KPI Governance Best Practices](https://newsletter.platformoperatingmanual.com/p/servicenow-vendor-performance-monitoring-kpi-governance-best-practices)
- [ServiceNow Platform Team Charters: The Strategy That Determines Whether Your Platform Thrives or Dies](https://newsletter.platformoperatingmanual.com/p/servicenow-platform-team-charters-boost-clarity-alignment-value)
- [ServiceNow Demand Board Best Practices for Strategic Alignment](https://newsletter.platformoperatingmanual.com/p/servicenow-demand-board-best-practices-for-strategic-alignment)
- [ServiceNow Governance: Documentation Standards for Compliance Success](https://newsletter.platformoperatingmanual.com/p/servicenow-governance-documentation-standards-for-compliance-success)
- [ServiceNow Multi-Level Governance: Building Aligned Platforms Through Strategic Structure](https://newsletter.platformoperatingmanual.com/p/servicenow-multi-level-governance-structure-for-aligned-success)
- [ServiceNow RACI Matrix: Clarify Roles, Boost Efficiency, Drive Results](https://newsletter.platformoperatingmanual.com/p/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)](https://newsletter.platformoperatingmanual.com/p/servicenow-change-management-strategy-for-successful-adoption)
- [5 Essential Roles for Successful ServiceNow Executive Steering Committees](https://newsletter.platformoperatingmanual.com/p/5-essential-roles-for-successful-servicenow-executive-steering-committees)