Technical Governance

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Guidance on technical governance management of the ServiceNow AI Platform

    Overview

    Technical Governance provides Impact Customers with a framework that defines how to govern and manage the stability of the ServiceNow platform. This Impact Accelerator aims to assist Customers in establishing technical decision-making processes, and governance policies and processes that can facilitate faster implementations and upgrades, smoother development, and greater value from enhanced feature adoption.

    Note:
    This Accelerator is available in Advanced and Total packages.

    What you get

    Introductory Customer Session (up to 60 min)
    • Set expectations on process and depth of deliverable
    • Communicate expectation for Customer participation
    • Request data and any other inputs from Customer
    Customer Workshop (up to 4 hrs)
    • Review current state of technical decision making and governance
    • Discuss leading practice content
    • Propose action plan items for Customer to execute
    Technical Governance Deliverables
    • Workshop slides
    • Action planning notes
    • Action planning templates
    Follow-up Customer Session (optional upon Customer request – up to 60 min)
    • Opportunity for Q&A related to Technical Governance Deliverables
    • Provide additional guidance on leading practices

    Requested customer resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    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.
    Platform Architect Provides a holistic view of the ServiceNnow platform, processes, and other systems, including any necessary policy or organizational requirements.
    Executive Sponsor Primary strategic contact for ServiceNow

    Requested information/access

    • ServiceNow governance structure documents – charters, board participant lists, etc.
    • Strategy Governance, Portfolio Governance, and Architecture Blueprint Impact Accelerators are prerequisites for Technical Governance Accelerator CoE Charter
    • Organization chart
    • IT governance documents
    • Current state architecture blueprint
    • Platform team roles & responsibilities
    • Technical policy documentation (e.g. platform management policies, integrations overview, cloning process, SLAs)

    Exceptions

    ServiceNow is not responsible for development or execution of the technical governance process or policy.