Governance Models in ServiceNow

Steer to Success > Governance That Delivers in ServiceNow!

ServiceNow Governance Models are frameworks designed to ensure the effective and compliant use of the ServiceNow platform within an organization. By establishing clear roles, policies, and processes, these models help organizations manage platform changes, maintain data integrity, and align ServiceNow usage with business goals. Effective governance ensures that the platform remains secure, efficient, and capable of supporting the organization's long-term objectives.

1. Establish Clear Ownership and Roles

Best Practice: Define clear roles and responsibilities for ServiceNow governance, including platform owners, process owners, and governance committees. This ensures accountability and effective decision-making.

Implementation Example: Create a RACI matrix that outlines who is Responsible, Accountable, Consulted, and Informed for each major ServiceNow process. For instance, in Change Management, the IT Change Manager could be responsible for overseeing the process, while the Change Advisory Board (CAB) is consulted on significant changes.

Pro Tip: Regularly review and update the RACI matrix as your organization evolves, ensuring that all stakeholders remain aligned with their roles.

2. Develop and Enforce Governance Policies

Best Practice: Implement and enforce governance policies that dictate how ServiceNow is used across the organization. This includes policies for data management, security, change management, and customization.

Implementation Example: Establish a policy that restricts customizations in ServiceNow to those that follow a strict review process, ensuring that they don’t disrupt future platform upgrades. You can create a governance board to approve any deviations from out-of-the-box functionalities.

Pro Tip: Incorporate automated compliance checks within ServiceNow to ensure that governance policies are consistently followed.

3. Implement a Change Management Framework

Best Practice: Use a structured change management framework within ServiceNow to manage platform updates, enhancements, and integrations. This minimizes risks and ensures that changes align with organizational objectives.

Implementation Example: Utilize ServiceNow’s Change Management module to track and approve all changes to the platform. For instance, set up a workflow where minor updates are automatically approved, while major changes require CAB approval.

Pro Tip: Leverage ServiceNow’s Change Advisory Board (CAB) Workbench to facilitate transparent and efficient decision-making for all significant changes.

4. Regularly Monitor and Review Platform Performance

Best Practice: Establish regular monitoring and reporting processes to track ServiceNow’s performance and adherence to governance policies. This helps in identifying areas for improvement and maintaining the platform’s health.

Implementation Example: Set up Performance Analytics dashboards to monitor key metrics like incident resolution times, system performance, and compliance with SLAs. Review these metrics regularly with your governance board to identify trends and take corrective action as needed.

Pro Tip: Use automated alerts to notify platform owners of any deviations from expected performance metrics, enabling quick resolution.

5. Promote Continuous Improvement and Training

Best Practice: Foster a culture of continuous improvement by regularly reviewing governance practices and providing ongoing training for ServiceNow users. This ensures that your governance model remains effective and that users are well-versed in platform best practices.

Implementation Example: Schedule quarterly governance reviews where stakeholders assess the effectiveness of current policies and procedures. Additionally, provide regular training sessions for users, focusing on new features and compliance requirements.

Pro Tip: Create a feedback loop where users can suggest improvements to governance policies, ensuring that the model evolves to meet the organization's needs.

Implementing a robust ServiceNow governance model is essential for maintaining platform stability, ensuring compliance, and driving continuous improvement. By establishing clear ownership, enforcing policies, managing changes effectively, and promoting ongoing training, organizations can optimize their use of ServiceNow and achieve their strategic objectives. A well-governed ServiceNow environment not only enhances operational efficiency but also fosters innovation and agility in responding to changing business needs.