Establishing a platform operating model

The best and most ambitious strategies will still fail miserably if the enterprise is not organized or resourced enough to successfully execute that strategy. Decisions on how the ServiceNow platform is governed can often affect the ultimate direction it takes during operations, regardless of the strategy it is attempting to follow. Therefore, it is important to consider the operating model when the platform strategy is being developed. Leaders must recognize cases where the ideal operating model is not supported and adapt accordingly. Given existing organizational realities, it may be prudent to shift the strategy accordingly to achieve more realistic goals. On the other hand, it may be that success in achieving a particular strategic goal is imperative for the organization, so leaders will need to put in the work to build support and governance to execute on that strategy.

While there is no one-size-fits-all approach, like strategy, there...