Businesses didn't wake up one day and find themselves surrounded by AI. It crept in. A model here, a pilot there, a proof-of-concept running under someone's desk, or a chatbot built by a curious manager. For many organisations, they are using AI everywhere, but they can't actually see it. We were having this exact same conversation in our internal AI Practice the other day. We know people have started using AI in many creative and impactful ways, but we can't really see it, l

Process mining has been sitting in the ServiceNow platform for a while, but you’d be forgiven for not noticing. It has quietly evolved from an optional add-on into one of the most underrated sources of insight available to any organisation running workflows on the platform. As of the Yokohama release, it’s installed by default. Even better: you can start mining your processes without purchasing anything extra, thanks to built-in “projects” that analyse up to 3,600 records fro

What AIOps Is (in Simple Terms) AIOps on ServiceNow isn’t a single product, it’s a maturity level that organisations reach when their IT operations become increasingly intelligent, automated, and proactive. At its core, AIOps helps IT teams detect, diagnose, and resolve issues automatically, using data from monitoring tools, contextual service maps, and automation workflows. It evolv es from: Reactive alert management → Predictive insights → Self-diagnosing and self-remediati

ServiceNow have been talking a lot about AIx in the last few weeks, but what actually is it? AIx, or AI Experience, marks a major shift in the platform’s direction, from standard workflow automation to full scale agentic interaction and execution . It's a snapshot into the future. It introduces a unified, conversational interface where users interact with the platform through language, vision, or voice, and where AI agents act autonomously to complete tasks across application

When it comes to AI, memory is one of the most essential, and least understood, ingredients of intelligent applications. Most people imagine memory as a static database: information goes in, and later, if you’re lucky, it comes back out. But inside ServiceNow, memory isn’t a bolt-on. It’s a dynamic system embedded into the AI framework, enabling agents to learn, recall, and personalise interactions across time. Memory is what transforms a chat into a relationship. The Anatomy

When it comes to AI, Retrieval-Augmented Generation (RAG) is one of the most fundamental building blocks of any intelligent application....

As enterprise data becomes increasingly distributed across cloud platforms, systems of action like ServiceNow need real-time access to...

If you thought Generative AI has been transformational, you’re going to realise pretty fast in 2025 that it was just the support act.  ...

Low-code development isn't a novel idea, it can be traced back to the early days of computing, when programmers began to develop tools...

As I have mentioned many times, in today's rapidly changing world, digital transformation is no longer a choice for businesses. It is an...

In the ServiceNow space we talk a lot about digital transformation. But why are we interested in digital transformation? We care about...

If you were to ask your CEO what their top 5 priorities are, do you think they would name data as one of them? In my experience, some do...

If I had to choose one word to describe effective service delivery it would be visibility. Can you confidently say you have visibility?...

There’s still a place for brick-and-mortar stores in our lives but no one can deny that they are facing fiercer competition and a more...

Today’s businesses are full of digital-savvy employees who aren’t just used to using digital services but demand them. As a result,...

Vendor Management is often not given the air time it deserves. As consumers, we walk into the shop, pick up the product we’re after and...

In today’s cashless, contact-free society any customer-facing business, be that across retail, leisure or hospitality has traded in their...

Adopting new processes and investing a large amount in technology has often seemed a nice-to-have rather than a must-have, especially...

As a company moves to the cloud it needs to consider three things: Applications, Data and Infrastructure. Organisations want best of...

It is clear that many FSIs want to leverage digital capabilities to become market leaders in customer experience. But how much attention...

Challenges facing Financial Services Organisations The Financial Services sector, like every sector, is at a pivotal point: embracing the...

1. Business Leader first, Technology Leader second A leader needs to fully understand the wider company vision first before giving...

It's impossible to put my finger on the single cause of the push for digital transformation in the financial services sector. It's a...

The competitive landscape has changed. Today’s financial services organisations are fighting a battle on multiple fronts. Non-traditional...

Futurist Ray Kurzweil predicts that the technological singularity, the crucial moment when machines become smarter than humans, will...

The Bank of England’s Prudential Regulation Authority defines an operationally resilient firm as one that should be able to prevent...

As technology continues to permeate more and more of what we do, more and more of our physical reality is being downloaded into the...

Today, utility leaders are not just business leaders, but they are also technology leaders. Business and technological objectives and...

Today, anywhere we look technology has permeated the way we live our lives. We have seen the full democratisation of technology. In fact,...

Assess Digital Readiness Business Impact Change Readiness For a business to digitally transform it relies on three components: culture,...

The Operational Challenge Every day, across England and Wales, 50 million consumers receive quality drinking water, sanitation, and...

Changing Customer Expectations Digital channels are fast becoming the most popular way for consumers to interact with brands. They want...

Adoption of digital transformation in the construction industry is on a very different growth path to that of other similar sectors. For...

The engineering and construction (E&C) sector is well-known as being one of the world’s least digitised sectors, but why? Taking a closer...

To truly understand the meaning of Industry 4.0, I thought it was important to dig into history for in the words of Terry Pratchett: “If...

When the pandemic hit two years ago, the phrase ‘new-normal’ wasn’t far from anyone’s lips. For a while it just seemed like the latest...

Over the last few decades, the commentary across the retail industry has indicated the demise of brick-and-mortar retail stores. With the...

What is the current state of play? The Covid-19 pandemic has hit each and every one of us hard, that’s undeniable. But the specific...

As companies around the world look to become more agile and shorten development cycles, it has become essential for organisations to...