What a ServiceNow Instance Health Audit Actually Finds in Ten Days
A new CIO at a mid-market insurer inherited a ServiceNow instance last February. Three years of implementation under a Big 4 partner, two go-lives, one half-finished HRSD rollout, and a renewal invoice sitting on her desk for a licence tier she could not justify. She asked her ServiceNow account manager what state the platform was in. He said "healthy, you're on Washington." That was the answer. On a half-million-euro-a-year platform. She called us the following week. Ten business days later she had a 42-page report, a dashboard with 46 scored items across six dimensions, and a conversation to have with her account manager that was no longer symmetric. The instance was not broken. It also was not healthy. It was the normal condition of a ServiceNow instance that has had three years of change, two partner handovers, and nobody specifically paid to look after it.
