The debate about AI in the ServiceNow ecosystem is no longer limited to ticket automation. A structural shift is emerging: from fragmented application portals to a single, agent-driven enterprise service layer. That shift is not purely technical. Many vendors, departments, and product teams currently earn their living by owning and customizing their own front end — their own portals, their own UX, their own workflows. Consolidating those front ends into a single enterprise-wide ServiceNow layer implies technical integration, but also political and economic redistribution. [...]

Employees of an Enterprise typically consume Enterprise-wide capabilities that Fulfillers and AI Agents enable. The FullFillers and AI-Agents are platform-agnostic and consume data from Systems of Record (SoR), and interact with Systems of Engagement (SoE).Agentic AI itself does not employ a hard-coded process flow; instead, it reasons and determines its next steps/actions based on real-time triggers, responses, data, and events. This makes Agentic AI for the Enterprise less predictable but more flexible and capable than its predecessors (machine learning and hard-coded workflows). That said, [...]

As you may have noticed, things are rapidly changing in IT. The biggest change is the automation of tasks that used to be done manually. New frameworks such as DevSecOps and new Technologies such as AI are emerging, It probably is not discussed publicly that billions of Euros investments in legacy technologies/practices will vaporize in the next five to ten years. It is time to discuss the elephant in the room. During research on IT Tools that are used to manage IT, I [...]

At the end of the year, some look back and—more importantly—some look forward. I did both. When looking backward, I noticed many people complaining about getting value for money from their IT4IT investments. After two decades, Gartner stopped publishing the Magic Quadrant for ITSM tools. Configuration Management (as a process to maintain CMDB content) is now rarely done manually or governed by Change Management. Instead, CMDB content is increasingly maintained via discovery and federation—zero-touch CMDB has become the norm. When code is now automatically [...]

The landscape of IT management is undergoing a seismic shift. Traditional IT service management (ITSM) tools, once the backbone of IT operations, are no longer sufficient to meet the growing demands of modern organizations. Technologies such as Enterprise Architecture (EA) tools, Observability platforms, Artificial Intelligence (AI), Continuous Delivery as a Service (CDAAS), SecOps, and DevOps are not just supporting IT operations. Still, they are gradually overtaking the roles traditionally played by ITSM platforms like ServiceNow. The ITSM platforms are making a shift toward Enterprise [...]

Here’s an integrated overview of how your enterprise will handle the Joiner, Mover, and Leaver (JML) processes, utilising Workday, Azure AD, Saviynt, Intune, JAMF, Ariba, ADP, and ServiceNow while addressing all requested elements. 1. Joiner Process (Onboarding) 1.1 Triggering the Process Permanent Staff: Workday acts as the source of truth for HR master data. A new hire record is created in Workday, including role, location, and job classification. Saviynt picks up user details from Workday for Identity Governance and Access Management (IGA). Azure AD provisions basic identity accounts (email, [...]

Enterprise Service Management (ESM) is the practice of applying service management principles—traditionally used in IT Service Management (ITSM)—to other areas of an organization, such as HR, finance, facilities, legal, or customer service. Essentially, it extends ITSM's structured approach to managing and delivering services across the entire enterprise. Key Features of ESM Unified Service Delivery: ESM centralizes support requests and workflows across various departments through shared tools, such as service portals or ticketing systems. Process Standardization: It enforces consistency in how services are managed and [...]