Knowledge 24' - Pulsar's Focus

Knowledge 24: Key Takeaways

Attending Knowledge for the eighth time was nothing short of incredible. With over 20,000 attendees, the event was a testament to the growing influence and importance of ServiceNow in the enterprise space. Here are the three major themes that left a lasting impression for Pulsar:

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AI: Transformative Potential with Realistic Expectations

Artificial Intelligence continues to be a game-changer, but we need to approach its integration with a clear and realistic mindset. The real value of AI in modern enterprises hinges on addressing foundational data challenges. Many organisations struggle with the quality and consistency of the data required to drive efficiencies.

To unlock AI’s full potential, robust data rationalisation is crucial. This means that enterprises need a solid governance and compliance framework to ensure that AI implementations are responsible and secure. A strong governance model, integrated across IT and cyber estates, can pave the way for effective support of business lines. Only then can the real productivity gains and ROI from AI be fully realised. – The natural and immediate opportunities should include EI (Emotional intelligence). We know what is coming, so let's prepare our workforce adequately; more on this to follow from Dierdre Hardy

Microsoft Co-Pilot Integration: Immediate Business Gains

The integration of Microsoft Co-Pilot with ServiceNow is poised to deliver immediate business benefits. The automation capabilities of Co-Pilot can significantly reduce the manual effort involved in traditional office applications. For many of us, tweaking office apps is a time-consuming task. Co-Pilot, with ServiceNow as the governance layer, simplifies this process, making it a game-changer for enterprise efficiency.

Enterprises should prioritise this functionality to harness its immense power. The combination of Co-Pilot's automation and ServiceNow's governance capabilities can streamline workflows and enhance productivity across the board.

Breaking New Ground in Procurement: Keynote from Marc Jones at HSBC

One of the most exciting developments at Knowledge 24 for me personally was Marc Jones's keynote address at HSBC. For a long time, I’ve anticipated ServiceNow’s breakthrough into procurement functions, and that moment has finally arrived. HSBC is significantly transforming its procurement processes, choosing ServiceNow as the data aggregator and experience layer.

This move signals a shift towards challenging market giants with ServiceNow's agile and integrated platform. The ability to quickly create integrated apps means legacy, clunky, on-premise solutions can be left behind. HSBC's journey promises to be a landmark case in demonstrating ServiceNow’s potential in procurement, and I’m eager to see the outcomes of this venture.

Conclusion

Knowledge 24 highlighted the dynamic evolution of ServiceNow and its expanding role in enterprise transformation. From AI and automation to breaking new ground in procurement, the event underscored the platform’s growing impact and potential. As we move forward, it’s clear that robust governance, strategic integrations, innovative applications and a robust operating model will be key to realising the full benefits of ServiceNow.