About This Website

This website is a growing library of research-driven case studies and insights for organisations using ServiceNow. It’s built for platform owners, sponsors, product leaders, architects, and CFOs who want to make informed decisions about how to shape, govern, and grow their ServiceNow estate.

Our aim is to offer grounded, experience-based insights that help you answer questions like:

• What does readiness actually look like?

• Where are other organisations seeing friction, and how did they respond?

• What value was expected, and what was actually realised?

• What role did process, politics, and ownership play in the outcome?

The content here is based on real-world inputs, including interviews, project artefacts, public case studies, and analysis of patterns across organisations. Every insight is tagged, categorised, and mapped to common scenarios to help you find what’s most relevant to your situation.

Who this is for
This site is for people who are responsible for making ServiceNow work in the real world. If you’re writing a business case, preparing for rollout, unpicking a failed implementation, or simply trying to make a platform investment more coherent, this content is here to help.

How to contribute
You can contribute by submitting anonymised case studies, sharing lessons learned, or participating in practitioner interviews. If you’ve experienced a challenge, solved a problem, or learned something along the way, your story could help others avoid unnecessary pain. Use the contribution page to get in touch.

Our ethos is simple: be useful, be truthful, and centre the practitioner perspective. This is a place for honest insights, not hype.

About Me

Hi, I’m Laila Edge. I work at the intersection of platform governance, technology transformation, and service management, with a focus on helping organisations get real value from their ServiceNow investment.

I’ve spent the better part of two decades immersed in IT service management, platform architecture, and digital transformation, supporting both public and private sector organisations. I’ve been in the room for technical deep dives, stakeholder stand-offs, and those moments when everything either clicks—or nearly collapses. I’ve delivered major ServiceNow programmes as both internal lead and external partner, across modules like ITOM, HAM Pro, SAM Pro, CMDB, and custom app development. But more than that, I’ve seen what actually happens when a platform meets process, politics, and people.

I come from a systems thinking mindset - always looking for patterns, tensions, and blind spots. I know how hard it is to navigate the gap between strategy and delivery. My background combines hands-on delivery with architectural governance, service design, and a keen eye for emotional undercurrents that shape outcomes. I’ve worked with C-level sponsors, frustrated process owners, overworked platform teams, and brilliant devs stuck in the wrong meetings. All of that shapes the way I think, and the reason I built this site.

This site reflects what I’ve seen first-hand. It’s here to capture lessons, make sense of patterns, and support others navigating similar journeys. My goal is to be useful, to be honest, and to offer something that helps.