Platform Governance Framework

Thank you for participating in the Cask Platform Governance survey.

Immature platform governance continues to be one of the primary causes of low value realization of the ServiceNow platform.  Cask has been working with customers to improve their platform management capabilities and has developed an operating model to increase platform value and improve throughput and quality of the demand to delivery process.

Speak to an Expert to assess your Platform Governance.

Figure 1 is an illustration of the platform governance framework that Cask has developed.  The framework links business needs with platform management capabilities through the use of a governance model that incorporates enterprise prioritization with a streamlined demand to delivery process that provides significant benefits for the organization: 

  • Supports alignment of business strategies and priorities
  • Ensures the appropriate level of information is available to decision makers
  • Improves customer and end-user perception
  • Provides consistent delivery and support of ServiceNow enabled capabilities

Using the Cask Maturity Model to get better clarity on your Platform Governance capabilities

The survey questions are designed to inform and guide you on improvement opportunities based on the Cask Maturity Model. The maturity model includes seven dimensions of maturity with indicators of behaviors and competencies based on a scale of “Initial (1)” to “Managed (4).”

The Seven Dimensions of Platform Governance Maturity

  1. Business Alignment and Governance: The visibility of platform capabilities and value at the enterprise level and the extent of integration with enterprise strategies and governance.
  2. Platform Management Process: The level to which the demand-to- delivery platform work is managed in a cohesive (end-to-end) manner.  Alignment to business priorities is necessary to mature in this dimension.
  3. Vision and Strategy: The platform vision and strategy used to support business needs. This includes a capability roadmap that is used to plan and drive outcomes. Alignment to business needs and priorities is necessary to mature in this dimension.
  4. Organization: Roles and responsibilities necessary to effectively manage and govern the platform. This includes organizational accountabilities and responsibilities that fall outside the core platform management organization. Alignment to the platform management process and enterprise governance is necessary to mature in this dimension.
  5. Business Value: Communication and demonstration of the value proposition of the platform.  High performing enterprises actively promote platform value have defined cost models and ROI. This dimension also includes customer and end-user perception. User experience and customer perception go a long way in demonstrating value.
  6. Data Governance: The ServiceNow platform relies on data in the CMDB to enable automation and support digital strategies. Formal data governance is necessary to ensure that data-driven capabilities and the associated value is realized.
  7. Platform Architecture and Standards: Architectural oversight and platform standards are necessary to maintain the integrity of the underlying platform technology.

Figure 2: Cask Platform Governance Maturity Model

Assess Your Survey Questions Using Cask’s Maturity Model

How you scored on the questions provides insight into your strengths and weaknesses.  Use the table below to match the survey questions to the associated maturity model dimensions.  For example; if you scored low on question 3 of the survey, you can review the maturity model dimensions associated with that question (e.g.; Business Alignment & Platform Management Process) to get more insight into opportunities in those dimensions.

Figure 3: Survey Question w/ 7 Dimensions of Platform Governance

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