EDITION No. 25UNCATEGORISED
The operating model decides whether ServiceNow pays back. This is the manual for getting it right.
Most platforms launch fine. Then demand outruns the team, governance quietly breaks, and the people who made the early calls move on. Each edition hands you the framework to get ahead of it.
- Editions shipped
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Uncategorised
How to Build a ServiceNow OCM Plan That Actually Runs
A five-stage playbook for structuring change as a real workstream inside the delivery plan, staffed with named owners and carrying its own adoption risk.
Platform leaders from enterprise ServiceNow teams
WRITTEN BY
Most ServiceNow content comes from the vendor or the analyst. This comes from someone who has sat in the room with every role on the programme, from the board sponsor to the admin, across hundreds of engagements. The patterns are real. The frameworks are what the best teams actually built.
“Finally, a ServiceNow newsletter that gets what the platform owner’s job is actually like.”
01 · LATEST EDITION
PUBLISHED 1 SEPTEMBER 2026EDITION No. 25UNCATEGORISED12 MIN READ
How to Build a ServiceNow OCM Plan That Actually Runs
A five-stage playbook for structuring change as a real workstream inside the delivery plan, staffed with named owners and carrying its own adoption risk.
02 · THE ARCHIVE
The complete set, filed by topic.
Every framework we’ve published: demand, governance, staffing, ROI, accountability, filed so you can find the one Monday needs before Monday arrives.
03 · WHERE DO YOU START
Every reader’s manual is different. Start building yours.
Six ways in, each a short stack of editions chosen for the seat you sit in. Start with the stack that matches yours and build the manual you’ll actually keep.
FOR PLATFORM OWNERS
“The mandate doubled, the headcount did not.”
How to keep a platform coherent as it scales: the governance tiers, support model and ROI levers that hold up when the mandate doubles and the headcount doesn't. Solid enough to hand to your successor and have them up to speed on day one.
Read the ROI editionsFOR PLATFORM OWNERS
“The mandate doubled, the headcount did not.”
How to keep a platform coherent as it scales: the governance tiers, support model and ROI levers that hold up when the mandate doubles and the headcount doesn't. Solid enough to hand to your successor and have them up to speed on day one.
Read the ROI editions04 · JOIN THE BRIEFING
The frameworks your steering committee will actually use.
Every edition is a working artefact: demand board scoring models, CoE charter structures, RACI matrices, decision rights across every tier, cost benchmarks. Written by practitioners running some of the largest, most complex ServiceNow programmes in the UK. Read in over a dozen countries.
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25
EDITIONS SHIPPED
- Frameworks ready for Monday’s steering meeting
- Written by practitioners, not analysts
- Read in 14 countries
- Free
05 · A MESSAGE FROM THE POM TEAM
Why we picked up this baton.
Running a ServiceNow platform at scale is one of the hardest jobs in enterprise IT. Demand outruns capacity. The board asks for certainty the work can’t give. And the easiest thing to buy, more product, is rarely the thing that’s missing.
We’ve spent two decades on these programmes, watching the same failures repeat. The frameworks that actually hold up under scrutiny are rare, and the people who’ve built them are too busy running platforms to write them down. So we’re writing them down.
Every edition is one of those frameworks, ready to use. If you are running a platform, or trying to, start here.
Subscribe to get the next edition
THE POM TEAM