Host Andy Whiteside is joined by Fred Reynolds and Kristen McDonald to unpack how to get real outcomes from ServiceNow, not just another go-live. The crew recaps Gartner’s recognition across six tech workflow segments, then dives into where AI delivers value today and what foundations you need in place first.
In this episode:
- Why many ServiceNow orgs stall: it’s not the code, it’s the implementation
- The fix: start with strategic goals, then a focused micro assessment
- AI in IT Operations: cut noise, correlate faster, resolve quicker
- ITSM with agents: when to use automation vs true AI
- Help desk uplift: one agent operating like many through assistive AI
- Software Asset Management: audit readiness, license savings, Now Assist
- SPM for AI delivery: track ideas to outcomes inside the same platform
- Security use cases: AI-powered vulnerability exposure and proactive defense
- CSDM v5 and why strong CMDB hygiene still matters
Takeaway: ServiceNow is a platform, not a point tool. Nail the basics, then layer AI to move from reactive support to proactive, measurable value.
Want a reality check on where you stand? Ask us about a free ServiceNow or CMDB micro assessment.
