SERVICENOW
“ We are AI native, not AI added on”
Damien Davis, Senior Director, Customer Excellence Group, ServiceNow
The future of humans and AI working together In the future, Damien expects companies to stop talking about AI strategies as separate initiatives.
Instead, AI will become embedded across every workflow and revenue stream. Corporate boards will shift from asking“ what’ s our AI strategy?” to“ how is AI supporting our core business functions?”
Three trends are emerging that business leaders need to watch: ethics, governance and trust frameworks; AI disaster recovery( AIDR) planning similar to IT continuity protocols; and the evolution from task automation to AI-enabled decision making.
AI disaster recovery is something that some companies are going through, some are close to and some can avoid.
Damien uses change management as an example – traditionally, IT teams require human approval for system changes based on risk assessment. As AI agents become capable of making autonomous decisions, he says:“ At what stage do we want a check gate where a human needs to make a decision?
“ If this system goes down, what’ s the impact of the business? If the payroll system goes down, is it catastrophic?,” Damien asks.
“ We’ ve put that same analogy into AI. At what stage do we want AI to make the decisions that are going to maintain business continuity and make sure that technology is safe and secure?
“ Wrapping that all up like an emerging AI trend is this concept of human and AI collaboration. We refer to it as the bionic enterprise where people and AI augment each other.”
“ What’ s the difference between humans and AI?” he asks,“ curiosity, adaptability and trust building, because AI transformation is a journey.
16 servicenow. com