SERVICENOW
“ Almost every customer I talk to says they have an AI strategy,” Damien says.“ But you don’ t need to have an AI strategy, you need a business strategy.
“ A lot of companies see AI as exciting, but unless they’ ve got a clear roadmap, adoption just slows down.” This is where Damien comes in, at the intersection of where strategy meets reality – managing analyst briefings, running customer advisory boards and translating between what the market wants to hear and what actually works.
He gets to see the gap between how companies talk about AI and what they’ re doing with it – then closes it with ServiceNow’ s winning strategies.
“ My goal is to ensure that ServiceNow customers, partners and analysts don’ t just see the best of ServiceNow – they feel it,” he says.
“ You don’ t need to have an AI strategy, you need a business strategy”
Damien Davis, Senior Director, Customer Excellence Group, ServiceNow
ServiceNow’ s AI strategy: native, not bolted on As the world has adapted with AI, so has ServiceNow.
“ ServiceNow has grown as an organisation and with the evolution of AI,” Damien says.
“ It hasn’ t really shifted what I do in terms of customer and people engagement, but what it has done is shifted the focus that I deliver from features to outcomes.
“ So the question today isn’ t‘ what can ServiceNow do?’ It’ s‘ how quickly can AI help us turn potential into performance?’”
What started as an IT service management platform has morphed into something much more ambitious. Today, the company is the AI platform for business transformation, with branches reaching into HR, customer relationship management, security workflows and anywhere a business process exists.
Yet while half the enterprise software world has been scrambling to apply AI capabilities onto existing platforms, ServiceNow has been embedding AI directly into its core workflows since 2017.
That timing matters – because the company started using machine learning( ML) to predict incident categories and assignment groups for IT support tickets well before ChatGPT had influence.
Then, by the time other companies were having boardroom discussions about being left behind, ServiceNow was already on its third generation of AI capabilities.
6 servicenow. com