Navigating the future: Innovations in ServiceNow and Generative AI

In this Fail Faster episode, we catch up with Derek Nohr, Director of Corporate Solutions (ServiceNow and Atlassian) at Avalara once again.

We discuss his team’s remarkable growth and also explore the impactful role of generative AI and Now Assist in revolutionizing ITSM. Derek shares insights on the importance of data quality for AI success and his vision for enhancing employee experiences in 2025. Tune in to discover future trends, challenges in adapting new technologies, and Derek’s personal and professional resolutions for the year ahead.

In a snapshot

Takeaways

• Growth is important, but Derek emphasizes the need to mature existing systems to extract maximum value before scaling further.
• AI is transforming service management through predictive analytics and personalized user experiences, making ITSM more efficient and proactive.
• ITSM must evolve beyond IT, integrating with HR and facilities to enhance the entire employee experience.
• Poor data quality can hinder AI effectiveness, making structured data management a key priority.
• AI adoption requires new development practices, including structured inputs and defined fields for better AI performance.
• With a strong roadmap and engaged community, ServiceNow is well-positioned to meet the needs of hybrid work environments.

Key insights

Maturity over growth: Rather than solely focusing on expansion, Derek highlights the importance of maturing existing systems and processes to maximize value, indicating a strategic shift from rapid deployment to optimization.

Generative AI as a game changer: Derek identifies Generative AI as a crucial tool for improving ITSM efficiency, including its role in predictive analytics and user experience personalization, signifying a transformative approach to service delivery.

Cross-functional collaboration: Recognizing the interconnectedness of IT and other operational areas (e.g., HR and facilities), Derek stresses the need for ITSM to evolve in a way that addresses the complete employee journey.

Focus on data quality: Acknowledge the critical role of high-quality data in leveraging Generative AI effectively. Poor data quality can hinder AI performance, necessitating a systematic approach to data management.

Evolving development practices: The adoption of AI requires adjustments in development practices, pushing teams to define structured fields and manage inputs to ensure effective AI utilization.

Future-proofing service delivery: Derek expresses confidence in ServiceNow’s roadmap and community engagement, which will help the platform adapt to the evolving demands of hybrid work environments.