Operating Model Design

Strategic design of demand management, delivery organization, and support structures that optimize resource allocation and enable scalable ServiceNow operations across the enterprise.

Support Structure

Hybrid Support Models: The Strategic Framework for ServiceNow Excellence

Nov 20, 2025

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15 min read

Hybrid Support Models: The Strategic Framework for ServiceNow Excellence

Combine internal platform knowledge with external expertise to accelerate innovation, eliminate bottlenecks, and transform ServiceNow from operational burden into strategic advantage.

Platform Operating Manual Team

Support Structure

Empower Users with Self-Service Support in ServiceNow: Best Practices

Sep 5, 2025

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15 min read

Empower Users with Self-Service Support in ServiceNow: Best Practices

Build a self-service model that reduces ticket volume by 40% whilst empowering users to resolve issues independently through Knowledge Management, Service Portal, and Virtual Agent

Platform Operating Manual Team

Delivery Organization

ServiceNow Platform Team Charters: The Strategy That Determines Whether Your Platform Thrives or Dies

Aug 21, 2025

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16 min read

ServiceNow Platform Team Charters: The Strategy That Determines Whether Your Platform Thrives or Dies

Eliminate role confusion and accelerate platform performance with a clear ServiceNow team charter. Discover how structured governance, role clarity, and strategic alignment deliver measurable business value.

Platform Operating Manual Team

Operating Model Design

ServiceNow Demand Board Best Practices for Strategic Alignment

Aug 19, 2025

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16 min read

ServiceNow Demand Board Best Practices for Strategic Alignment

Transform your demand board from a bottleneck into a strategic asset. Discover how structured governance, diverse expertise, and ServiceNow's native capabilities drive alignment, accelerate decisions, and build stakeholder trust.

Platform Operating Manual Team