Why This Work Matters

Enterprise systems are meant to create clarity, alignment, and efficiency. But too often, they generate confusion, missed expectations, and a lot of expensive noise. I’ve worked on both sides - within client organisations and as part of implementation partner teams - and what I see is a pattern of misalignment that no one seems to be addressing directly.

Inside organisations, decisions are made by different departments with different priorities. Procurement wants value, finance wants clarity, operations want usability, and IT just wants something stable. Meanwhile, implementation partners are often working to tight commercial models that reward technical delivery more than long-term outcomes.

That’s the space this site exists to explore.

The case studies here are not personal blogs. They’re research-based and follow a consistent methodology. We look at real examples, gather evidence, map themes, and present insights in a way that is structured, independent, and useful. These are not marketing success stories. They are working examples of what goes right, what goes wrong, and what can be done about it.

The goal is to give people a clear, credible view of what it really takes to realise value from systems like ServiceNow. Whether you're responsible for governance, strategy, architecture, delivery, or adoption, these insights are designed to help you navigate the complexity with a bit more confidence and context.

I’ll be sharing what I’ve seen, but this work is also open to contributions. Anonymous or credited, formal or informal. If you have lessons that could help others, you're welcome to be part of this. Contact me via LinkedIn: Laila Edge | LinkedIn

Insights That Help You Deliver

Independent insights, real-world case studies, and lessons from ServiceNow implementations. Practical, research-backed content to help you build readiness, align stakeholders, and drive adoption.

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