Establishing a platform strategy

The first step in determining how your organization’s ServiceNow platform will be effectively operationalized is to determine what your platform strategy will be. ServiceNow, when used at its fullest extent, can be an enterprise platform that acts as the source of truth for several types of operational data in different process areas, a platform that supports multiple applications used by different teams, and a significant (if not the only) point of entry to engage business services and customer services. With so many capabilities, having a platform strategy will help focus your efforts so that the organization’s limited resources can be directed against the platform in focused ways that drive business value.

But what even is a platform strategy? You will often see a platform strategy or technology strategy being summarized in a single statement, such as Automate customer service or Decrease the cost of IT. While these strategic statements...