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This chapter provides IT managers with a practical roadmap for leading the successful implementation of ServiceNow’s AI capabilities in IT Service Management (ITSM). It explores the shift from technical deployment to strategic leadership, emphasizing the importance of business alignment, data quality, change management, and governance. Through actionable frameworks, real-world scenarios, and step-by-step guidance, it demonstrates how to assess platform readiness, build a strong business case, pilot AI-driven solutions, and scale them responsibly. By the end of this chapter, IT leaders will be equipped to transform AI from a promising tool into a measurable driver of operational efficiency, user experience, and enterprise value.

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Leading Your ServiceNow AI Journey for IT Service Management

  • 章节

  • 发表日期：

    2025年

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  • Saaniya Chugh

摘要

This chapter provides IT managers with a practical roadmap for leading the successful implementation of ServiceNow’s AI capabilities in IT Service Management (ITSM). It explores the shift from technical deployment to strategic leadership, emphasizing the importance of business alignment, data quality, change management, and governance. Through actionable frameworks, real-world scenarios, and step-by-step guidance, it demonstrates how to assess platform readiness, build a strong business case, pilot AI-driven solutions, and scale them responsibly. By the end of this chapter, IT leaders will be equipped to transform AI from a promising tool into a measurable driver of operational efficiency, user experience, and enterprise value.