Platform Teams & Capability

ServiceNow platforms rarely become hard to manage overnight. It usually happens slowly. Forms take a little longer to load.Lists feel heavier than they used to.Reports take more effort to run.Scheduled jobs start running longer.Logs grow without much review.Old data stays active long after it is useful. At first, these signs may not feel urgent. The […]

Most ITSM platforms have reports. They can show how many tickets were raised.How many requests were completed.How many incidents breached SLA.How much work is sitting in the backlog. Those reports are useful. But they do not always answer the more important question: What should we improve next? That is where reporting often falls short. A

Testing in ServiceNow often starts informally. A change is made.Someone checks the main form.Someone tests the approval.A few known scenarios are clicked through. If nothing obvious breaks, the change moves forward. That may work when the platform is simple. But as ServiceNow grows, this approach becomes harder to trust. More modules are added. More workflows

A ServiceNow platform can be online and still be unhealthy. Users can log in.Tickets can be raised.Approvals can move.Reports can load. But underneath that, the platform may be getting harder to change, harder to measure, and harder to maintain. That is why platform health should not only be viewed through uptime or availability. Those things

When I talk to organisations (often around the 2,000 employee mark) about their ITSM platform setup, one of the most common questions I get is:“What roles do we actually need?” It’s a fair question, and one without a single right answer. The right team structure depends on where you are in your platform journey and