Introduction
In the ServiceNow ecosystem, organisations often encounter significant challenges with multi-level governance. Decision bottlenecks emerge when governance boards lack established protocols for decision-making, leading to confusion over who has the authority to make specific decisions. This ambiguity can result in delayed decisions or, conversely, decisions being made in isolation, increasing technical debt and compromising project outcomes. Moreover, unclear accountability further complicates governance. When roles and responsibilities are not clearly defined across governance boards, it can lead to misunderstandings and a lack of coordination among teams, ultimately impacting the successful delivery of projects.
Ineffective oversight is another critical challenge. Without a structured governance framework, the oversight of projects can become fragmented, leading to siloed decision-making where governance boards operate independently without sufficient communication and collaboration. This can result in a misalignment of priorities and goals, where decisions made by one board might not align with the overall strategic direction of the organisation.
To address these challenges, a three-tier governance structure is essential for ServiceNow success. This model incorporates strategic, architectural, and operational levels, ensuring that decision-making is streamlined and that there is clear accountability at each level. The strategic level, often represented by an Executive Steering Committee, sets the overall direction and priorities. The architectural level, typically managed by a Technical Governance Board, focuses on making informed architectural decisions and enforcing standards. Meanwhile, the operational level, governed by a Demand Management Board, handles the prioritisation of tasks and resource allocation. This structured approach helps prevent the pitfalls of decision bottlenecks, unclear accountability, and ineffective oversight, fostering a more cohesive and efficient governance process within the ServiceNow environment.
Executive Steering Committee
The Executive Steering Committee plays a pivotal role in the multi-level governance framework of the ServiceNow ecosystem, providing strategic oversight and ensuring alignment between the organisation's goals and the platform's capabilities. This committee is tasked with setting the strategic direction for ServiceNow initiatives, aligning them with broader organisational priorities, and approving necessary budgets to facilitate these initiatives. By establishing clear strategic directives, the Executive Steering Committee ensures that all governance activities are underpinned by well-defined objectives, thereby minimising the risk of divergent goals that could potentially derail the governance process.