You’ve made it to the end of the alphabet.  When were you first introduced to ServiceNow?  For me it was Dublin.  Over the years, the technology and ServiceNow platform has changed dramatically.  However, if you are also a long-time user of ServiceNow, you know that echoes of its origins persist today.

The Zurich release creates a framework that allows your organization to recognize value from the AI capability built into the platform. Realizing the value requires a deliberate and unified effort from the enterprise. So, as the platform owner, the first step is to determine what you want to achieve from the AI capabilities on the platform, whether it’s

Maybe you don’t know where to start.  ServiceNow’s AI tools can also help you identify high-volume & high-cost manual processes to prioritize solutions for quick wins.

Do you have a never-ending backlog of requests?  The “Build Agent” process allows the business or citizen-developers to describe an app request or workflow using natural language to allow the ServiceNow platform to create the solution.  It can build the UI, logic, testing, and governance.

Make use of “Agentic Playbooks” and “Autonomous Workflows”.  Let embedded AI-agents execute tasks, interact across multiple systems, and escalate issues when necessary.  These new processes don’t just automate repetitive tasks; they extend your team’s capability through a combination of tasks that once relied on team members to gather the information.

If you are a long-time user of ServiceNow, you struggle with accessing all the information you need to make better decisions and understand what’s happening in your organization.  ServiceNow’s “Workflow Data Fabric” provides real-time access to structured, unstructured, or streaming data from across the organization.  This allows you to connect both internal and external data sources to allow workflows, AI agents, and analytics to act on data without the need to replicate that data or create complex integrations.

Zurich introduces tools like the ServiceNow “Vault Console” to discover and classify sensitive data.  Manage ever-increasing risk from data exposure and rogue agents. It consolidates all Vault security components into a single dashboard for streamlined control over features, configurations, and compliance management, allowing you to coordinate with security and risk teams for oversight and compliance.

Zurich embeds tools for process and task mining that help you understand how work really flows, helps you identify bottlenecks, and targets where automation should be applied.  Additionally, as an AI automation platform, ServiceNow supports multiple model providers and multiple agents to collaborate, which gives you flexibility, rather than locking you into a single AI stack.

Realizing value from this transformation requires effort and commitment from the organization.  Work with the business to prioritize and communicate as you plan your implementation.  Let Synergy help with your journey in creating value through AI.  Feel free to contact me directly: BayBryan@SynergyCGI.com

Here are some overarching considerations as you move forward:

Here are some helpful links to learn more: