Looking beyond the ARB 3 A strategy governance board for ServiceNow Governance is essential for ensuring that your implementation continues to deliver value over time against your business objectives. At a baseline level, you need governance to use the Now Platform to deliver value with minimal technical risk. At more advanced levels, the right governance model can: • Make sure that your ServiceNow roadmap rapidly identifies and supports changes in business priorities • Accelerate your ability to deliver value by providing front-line teams with the tools to self-govern development and service delivery ServiceNow recommends establishing three levels of governance: 1. Strategy governance, which defines how strategy roadmap decisions are made to align ServiceNow functionality to business outcomes 2. Technical governance, which governs the management and stability of the ServiceNow support model 3. Portfolio governance, which articulates how ServiceNow portfolio decisions are made and captured in policy Assign a small, core group of people to coordinate establishing governance and start with basic strategy and technical governance to enable safe, quick value delivery with the platform. Then proceed to establishing portfolio governance. Do not refine any one area of governance before initiating development across all areas (strategy, technical, and portfolio governance)4your organization must co-develop and refine them over time so they can appropriately inform one another. For details on how to establish the governance boards, refer to our best practice guidance on how to build a dedicated, dynamic governance process, policies, and team. Define standards for instance management Similar to architectural guidelines, support Now Platform implementation by developing and communicating processes for instance management, including: • Managing security controls such as access management • Managing performance and operations to include guidance for IT infrastructure and help desk staff • Defining and overseeing SLAs and OLAs with business stakeholders 19 © 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.