Reduce Risk and Increase Innovation on ServiceNow Platform

ServiceNow Platform Governance

The single greatest barrier to realising ServiceNow’s full potential lies in the lack of effective DevOps governance. Novabridge, leveraging the transformative power of GuardRails, has built a groundbreaking Governance practice that shifts customer focus from operational overhead to innovation and growth. This strategic approach accelerates development, reduces risk, and drives measurable business outcomes. Governance isn’t just foundational—it’s the key to unlocking ServiceNow’s immense power.

Dyna Software’s GuardRails solution focuses on proactive governance, risk management, and performance optimisation for ServiceNow customers.

Our goal is to help you get the most out of the ServiceNow platform by providing the support you need to ensure its success. Our comprehensive Platform Governance Managed Service offering includes a range of services to help you realise the full potential of the ServiceNow Platform.

Simply put - Novabridge will ensure that your ServiceNow platform remains healthy and fit for purpose, allowing your organisation to focus on the more critical aspects of enterprise service delivery.

As an experienced ServiceNow partner working with some of the most complex ServiceNow implementations in the ANZ region, the Novabridge team repeatedly faced messy implementations, and significant customisation. This accumulated technical debt makes it extremely expensive to upgrade and prevents ServiceNow customers from taking advantage of new functionality released by ServiceNow.

Our Platform Governance offering, underpinned by GuardRails, is delivered in two distinct stages.

Stage 1 – Setup and configure the Governance solution

We will install and configure GuardRails within your ServiceNow environment to ensure that you will maintain a robust and compliant ServiceNow environment, minimising reliance on external support and promoting long-term sustainability.

Part of our service offering during this first stage is to collaborate with our customers to understand their specific governance and operational needs.  We will facilitate the design of an appropriate governance structure and the required operating model to manage and support the governance structure.

During this stage we will also ensure that the GuardRails solution is installed and configured to meet the governance and operating model goals as designed.

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Stage 2 – Ongoing management of the platform

Based on our experience with several customers we have identified a list of critical services required for the management of the ServiceNow platform, as well as specific focus areas for continual improvement of enterprise service delivery leveraging the power of ServiceNow.

Our approach to Platform Managed Services is designed to minimise downtime and ensure that your ServiceNow platform is operating optimally. We achieve this through a proactive approach that includes the following key services:

• ‍Monitoring of ServiceNow: Continuous monitoring of the ServiceNow environment to detect potential issues early, minimising downtime and ensuring service availability.
• ‍Platform architecture and governance: Our team will support your business to ensure that all new solutions and components deployed on the ServiceNow platform will be in strategic and tactical alignment with ServiceNow. We will also work with your organisation to implement and maintain a knowledge base with standard operating procedures, policies and other relevant components of your platform governance.
• ‍Design efficiency: Our team will assist your organisation to analyse business requirements and determine the best ServiceNow solution that will address these requirements. We can assist with the development of proof-of-concepts and pilot projects where required and ensure that the final selected solution will comply with your governance, and enterprise architecture needs.
• ‍Functional & technical support of your ServiceNow platform: Provision of functional and technical support for ServiceNow, including incident/problem management with Level 2 and Level 3 support.
• ‍Proactive maintenance and upgrades: Regular upgrades and security patches for ServiceNow to maintain security and performance, with increased proactive focus as adoption grows.
• ‍Regular reporting: Provision of regular performance reports, offering insights into system metrics and usage, and areas for improvement to aid in informed decision-making.
• ‍Proactive strategic collaboration: Strategic planning in partnership with various stakeholders to align ServiceNow’s roadmap with organisational goals, accommodating evolving functionalities and releases.
• ‍Continuous Improvement: Ongoing collaboration to enhance ServiceNow’s value across technology, people, and processes for better service delivery.
• ‍Enhancements and Features Backlog: Maintain a list of ServiceNow enhancement and feature requests, with optional support for scoping, designing, planning, and implementing major enhancements through separate agreements.
• ‍Change and Release Management: Provide platform governance services, including testing support for new features, along with change and release management processes.

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Benefits to Our Customers

Our Platform Managed Service provides value to our customers in several specific areas:

• ‍Access to Expertise: ServiceNow platforms can be complex and require specialised skills. We employ experienced ServiceNow professionals who stay up-to-date with best practices, platform updates, and new features, ensuring your platform benefits from the latest capabilities and remains optimised.
• ‍Robust platform architecture oversight and governance: You can rest assured that your platform will remain aligned with ServiceNow’s best practices and that you will limit the introduction of technical debt and ongoing platform maintenance costs.
• ‍Cost efficiency: Outsourcing platform health management can be more cost-effective than building an in-house team. We can help reduce unexpected costs related to downtime, performance issues, or troubleshooting by preventing these issues from arising in the first place.
• ‍Delivery against agreed service levels: We will provide platform governance services, such as testing support for new feature releases, the change and release management processes for new features.  We also have a separate platform architecture and governance offering that will further expand the change and release management offering as part of a full managed service.
• ‍Improved security and compliance: Our team will enforce regular security updates, vulnerability assessments, and compliance checks to ensure that the ServiceNow environment is protected against potential threats and aligned with regulatory requirements. This is especially valuable for organisations in highly regulated industries.
• ‍Peace of mind that platform is always up to date: We will provide platform governance services, such as testing support for new feature releases, the change and release management processes for new features.  We also have a separate platform architecture and governance offering that will further expand the change and release management offering as part of a full managed service.
• ‍Change and release management: We will provide platform governance services, such as testing support for new feature releases, the change and release management processes for new features.  We also have a separate platform architecture and governance offering that will further expand the change and release management offering as part of a full managed service.
• ‍Scalability: As your organisation grows, your ServiceNow platform may need to scale or adapt to changing needs. Our Platform Managed Service can help facilitate seamless scaling, ensuring that the platform grows alongside your business without compromising performance or stability.
• ‍Focus on core business: Offloading the management of ServiceNow platform health allows your in-house IT team to focus on strategic initiatives rather than platform maintenance and troubleshooting. This shift can improve productivity and focus within your team.

In essence, a managed service offering for ServiceNow ensures the platform is optimised, secure, and cost-effective, freeing up your team’s time and enhancing the overall performance and reliability of the platform.