Video | Modernising with Governance in Mind: ServiceNow and GenAI

SaaS-based modernisation: Reducing technical debt

Wisniewski emphasises that the need for modernisation has reached a pivotal point. As enterprise platforms continue to evolve, companies must modernise their technology stack to keep pace with competition and changing market demands. Modernisation is not just about upgrading systems; it’s about finding ways to reduce technical debt while enabling scalability, flexibility and innovation. For most organisations, technical debt accumulates when older, legacy systems are patched and extended beyond their original capacity. This often leads to inefficiencies, increased maintenance costs and slower decision-making processes. ServiceNow, as a leading SaaS-based enterprise platform, plays a pivotal role in reducing this debt by consolidating workflows, automating tasks and improving the overall agility of the organisation.

ServiceNow’s delivery of workflows to every element of the C-suite can create a unified delivery experience for organisations’ employees. This unified approach allows companies to streamline processes across various departments, reducing silos and improving operational efficiency. With ServiceNow, companies can modernise their IT infrastructure while delivering more value to the business without carrying the burden of outdated systems.

Unified service-delivery experience

A significant challenge for organisations in today’s complex digital environment is creating a cohesive and unified service-delivery experience. As businesses become more matrixed, with multiple layers of reporting and interdependent functions, delivering seamless experiences to employees and customers alike becomes increasingly difficult. Wisniewski points out that ServiceNow offers a solution by providing integrated workflows across all aspects of the organisation.

“How do we create a unified service-delivery experience for our employees?” he asks, highlighting the complexity of the modern workplace, where multiple systems and stakeholders are involved in every transaction. ServiceNow’s comprehensive suite of solutions integrates processes across departments, giving organisations the ability to deliver consistent, high-quality service to their employees and customers. This seamless integration is particularly valuable for C-suite executives, who rely on consistent data and workflows to make informed decisions.

ServiceNow’s ability to automate workflows and centralise data allows for smoother service delivery, ensuring that key business processes are aligned with organisational goals. By providing a unified experience, ServiceNow helps improve employee satisfaction, reduce errors and increase operational transparency.

Generative AI: Governance and opportunity

In addition to modernising legacy systems and creating a unified delivery experience, Wisniewski emphasises the importance of incorporating generative AI (GenAI) into modernisation efforts. GenAI, with its ability to generate new content, solutions and insights based on existing data, has enormous potential to revolutionise service delivery. However, most organisations are just beginning to understand how to govern this technology effectively.

Wisniewski describes a recent project where Protiviti helped a global client analyse its IT ticketing system to identify opportunities for GenAI integration. By applying GenAI, the client was able to introduce self-service options that dramatically reduced its service-level agreements (SLAs) and improved response times.

Despite the potential of GenAI, Wisniewski cautions that governance is a key issue. As AI technology continues to evolve, organisations must prioritise building frameworks to ensure its responsible and ethical use. ServiceNow offers powerful tools for operationalising AI use cases, from automating routine tasks to analysing complex data sets. But without proper governance, organisations risk falling behind or, worse, exposing themselves to data security and privacy concerns.

How Protiviti helps

Protiviti, in partnership with ServiceNow, helps clients tackle these modernisation challenges while maintaining a governance-first approach. We help clients analyse IT ticket information, govern their capabilities and monitor their applications.

We work closely with clients to modernise their service-delivery systems using ServiceNow. By analysing IT ticketing data, Protiviti can identify areas for AI-driven enhancements, streamline processes and reduce inefficiencies. Furthermore, we ensure that modernisation efforts are aligned with the organisation’s governance policies to maximise AI to its full effect and maintain compliance as well as data security throughout the process.

We help establish strong governance frameworks to manage AI responsibly, which includes setting up guidelines for AI use, monitoring its impact and ensuring that AI applications comply with both internal policies and external regulations.

Thriving in the modern enterprise

As organisations embark on their modernisation journeys, ServiceNow and GenAI provide powerful tools for transforming service delivery, reducing technical debt and driving business performance. However, the success of these initiatives depends on careful planning, execution and governance. By partnering with Protiviti, organisations can ensure that their modernisation efforts are not only technologically sound but also strategically aligned with their long-term goals.

Learn more from Scott Wisniewski on how Protiviti can help you modernise with ServiceNow and GenAI while ensuring proper governance and maximising value. We can also help you modernise your applications on SaaS-based offerings, reduce technical debt and create a unified service-delivery experience for your employees, stakeholders and business.