Platform Strategy

ServiceNow for Smarter Organizations

A practitioner's guide to structuring people, process, and platform on ServiceNow — and putting AI capabilities like Now Assist to work inside real organizational design, not just IT tickets.

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Inside the book

Four ways to make the org chart and the platform agree with each other

Written for architects, platform owners, and operations leaders who are past the "what is ServiceNow" stage and into the harder question: how do you structure it so it reflects — and improves — how the organization actually works.

Foundations

Organizational Data as a Foundation

Modeling business units, roles, and reporting lines inside CMDB and CSDM so downstream automation, reporting, and AI agents are working from the truth — not a spreadsheet from three reorgs ago.

Automation

AI Capabilities, Applied

Where Now Assist and AI Agents genuinely reduce manual work in organizational management — approvals, reclassification, workforce changes — and where human judgment still has to lead.

Governance

Strategic Portfolio Management

Connecting org structure to the portfolio layer, so investment, capacity, and prioritization decisions are made against real organizational constraints, not assumed ones.

Change

Making It Stick

A practical approach to rolling out organizational changes on the platform without breaking the workflows, dashboards, and integrations already built on top of the old structure.

Michael J. Murphy

Principal Platform Technical Architect

Michael has spent close to three decades in IT, including seven years as a Principal Technical Consultant at ServiceNow, working platform architecture across ITSM, CMDB, integrations, and portal development. His consulting work spans engagements with high-profile federal and defense organizations, including the Pentagon, NASA, Northrop Grumman, the DoD, and DHS.

ServiceNow for Smarter Organizations is a field guide to the practical realities of running organizations — and platforms — well.