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Video | Modernizing with Governance in Mind: ServiceNow and GenAI

In today’s rapidly evolving business landscape, modernizing enterprise applications has never been more critical. Leaders are tasked with finding ways to deliver more value to their organizations while reducing technical debt. Scott Wisniewski, managing director of business-platform transformation at Protiviti, outlines the essential considerations for organizations looking to modernize their operations using ServiceNow while incorporating governance and the potential of generative AI (GenAI).

SaaS-based modernization: Reducing technical debt

Wisniewski emphasizes that the need for modernization has reached a pivotal point. As enterprise platforms continue to evolve, companies must modernize their technology stack to keep pace with competition and changing market demands. Modernization is not just about upgrading systems; it’s about finding ways to reduce technical debt while enabling scalability, flexibility and innovation. For most organizations, 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 organization.

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can modernize their IT infrastructure while delivering more value to the business without carrying the burden of outdated systems.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

“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 organizations 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 centralize data allows for smoother service delivery, ensuring that key business processes are aligned with organizational 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 modernizing legacy systems and creating a unified delivery experience, Wisniewski emphasizes the importance of incorporating generative AI (GenAI) into modernization efforts. GenAI, with its ability to generate new content, solutions and insights based on existing data, has enormous potential to revolutionize service delivery. However, most organizations are just beginning to understand how to govern this technology effectively.

Wisniewski describes a recent project where Protiviti helped a global client analyze 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, organizations must prioritize building frameworks to ensure its responsible and ethical use. ServiceNow offers powerful tools for operationalizing AI use cases, from automating routine tasks to analyzing complex data sets. But without proper governance, organizations 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 modernization challenges while maintaining a governance-first approach. We help clients analyze IT ticket information, govern their capabilities and monitor their applications.

We work closely with clients to modernize their service-delivery systems using ServiceNow. By analyzing IT ticketing data, Protiviti can identify areas for AI-driven enhancements, streamline processes and reduce inefficiencies. Furthermore, we ensure that modernization efforts are aligned with the organization’s governance policies to maximize 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 organizations embark on their modernization 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, organizations can ensure that their modernization 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 modernize with ServiceNow and GenAI while ensuring proper governance and maximizing value. We can also help you modernize your applications on SaaS-based offerings, reduce technical debt and create a unified service-delivery experience for your employees, stakeholders and business. 

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