At one of Canada’s leading financial firms, the ServiceNow implementation encountered opportunities for improvement. These included addressing backlogs, enhancing KPI tracking, refining prioritization processes, and customizing the platform. To tackle these challenges, the firm established a governance model based on ServiceNow best practices. This model involved creating governance boards for strategy, portfolio, and technical decisions. As a result, operations were streamlined, risks reduced, and alignment with enterprise goals achieved. Backlog prioritization improved, allowing the firm to expand ServiceNow usage across departments. The team, known as the SNAP Warriors, played a pivotal role as trusted advisors, focusing on value-add outcomes, automation, and cost reduction, which ultimately enhanced engagement and trust within the organization.