We attended the ServiceNow put AI to work summit: here’s what you need to know

AI, ITSM, and automation 

Conversations at the event kept circling back to the idea that AI isn’t here to replace people, it’s here to make them more effective. Rather than spending time tackling issues, IT teams can now utilise predictive intelligence to stop problems before they start.  

There was also a strong focus on automation. We’ve all heard the promise that AI will take away repetitive admin tasks, but what became evident at the summit is that it’s already happening at scale. Service desks powered by AI are resolving incidents faster, while AI-driven workflows are changing the way organisations provide services.  

The future of AI in business is closer than we think 

AI is moving beyond ITSM into every aspect of organisations. ServiceNow’s roadmap shows that AI-powered workflows are streamlining operations, enhancing decision-making, and redefining the employee experience. 

Another standout theme was the focus on cyber security. Many organisations can no longer manage cyber security entirely in-house. AI is proving to be valuable in detecting and mitigating risks in real-time, allowing security teams to focus on strategy. 

Reflections from the event 

Walking away from the summit, one thing was clear: AI adoption is accelerating faster than most anticipated. Organisations aren’t just experimenting with AI anymore, they’re utilising it in highly beneficial ways.   

But what really stood out was the realisation that AI is only as effective as the data behind it. Organisations need to get their data in order if they want to get the most out of AI.  

Another key takeaway was the urgency behind AI adoption. Organisations need to move quick to prevent falling behind, and many employees are already experimenting with AI in their own time. It’s no longer about whether AI should be integrated, but about how quickly and effectively organisations can make it happen in a coordinated way working with their key strategic partners and developing a culture that will allow AI in all its forms to flourish.”