ServiceNow Governance - Product Documentation: Vancouver

ServiceNow Governance

Guidance on building ServiceNow Governance boards and policies.

Overview ServiceNow Governance provides Impact Customers with a framework that streamlines the decision-making required to define how your organization should use and manage the ServiceNow Platform. This includes setting up governance across strategy, portfolio, and technical domains. This Impact Accelerator aims to assist Customers in driving their transformation vision, delivering the right work at the right time, and maintaining the technical integrity of their ServiceNow implementation.

What You Get Introductory Customer Session

Set expectations on process and depth of deliverable Communicate expectation for Customer participation Review educational material on ServiceNow governance across strategy, portfolio and technical domains Request data and any other inputs from Customer

Discovery Sessions

Assess current governance model across strategy, portfolio, and technical domains, including: Customer’s vision and strategy roadmap decisions Customer’s demand management Customer’s environment, platform, data, and development management Discuss leading practice content Propose action plan items for Customer to execute

Customer Workshops

Dedicated workshop(s) on setting up strategy governance and the executive steering board Dedicated workshop(s) on setting up portfolio governance and the demand board Dedicated workshop(s) on setting up technical governance and the technical governance board Dedicated workshop(s) on how the three main domains of governance work together

Note: Each workshop includes educational material and interactive activities that will help the Customer design their governance boards and ServiceNow Governance policies.

Governance Deliverables

Workshop slides Action planning notes Action planning templates Draft designs for governance model & processes

Follow-Up Customer Session

Opportunity for Q&A related to governance deliverables Opportunity to run through additional governance simulations to test the Customer’s new governance structure Provide additional guidance on leading practice

Requested Customer Resources Table 1. Customer resource and responsibilities Customer Resource Responsibilities ServiceNow Executive Sponsor- Required Primary strategic contact for ServiceNow. Platform Owner- Required Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.

Requested Information / Access Strategy Governance:

Organization chart for consumers and delivery in the platform Defined vision & strategy for ServiceNow Strategy roadmap and technical roadmap for ServiceNow Documented OKRs, themes and epics Business outcomes aligned to the platform Business case or business case templates relating to the platform IT governance documents relating to the platform Steering board documents, for example charters board participants lists and roles steering board agendas

Portfolio Governance:

Details of any enterprise-level demand forums Any existing ServiceNow demand processes and forums- e.g.: process, intake forms, assessment scorecards, etc. Existing Demand board documents, for example: charters, board participant lists, agendas A view of any in-flight or upcoming platform demand including Project plans & timelines Organization chart- specifically aimed at highlighting where demand can originate CoE Charter (if in place) EA process workbook Development methodology and process (agile and/or waterfall) Demand scoring & weighting criteria

Technical Governance:

Technology governance documents (charters, agendas) - specifically Any enterprise-wide technology governance which may need alignment with Any enterprise-wide technology architecture standards to be observed Any existing platform technical governance boards Architecture blueprint Project backlog IT strategic plan Pain points, business drivers, and desired business outcomes

Exceptions ServiceNow is not responsible for execution of the strategy governance policy or process.