Platform management and technical standards

At the risk of sounding like a broken record, management, governance, and standardization are frequently the missing ingredients for realizing long-term value in ServiceNow (or leveraging any other technology). When it comes to the technical integrity of the platform, standardization, management, and governance should consider multiple dimensions.

Setting standards to manage platform maintenance and risk

Any configuration change on the platform, from adjusting the font on the service portal to creating a scoped application to manage travel bookings, will increase the effort to maintain the platform going forward. More generally, any change in the configuration on the platform will bring risk to the platform in a variety of ways, from the risk of security breaches to the risk of impacting platform performance, to the risk of affecting the customer experience.

Because any change to the platform brings risk, any change on the platform...