According to industry analysts Gartner, over 40% of agentic AI projects will be cancelled by the end of 2027, due to escalating costs, unclear business value or inadequate risk controls. It’s a reminder of how many businesses are still in the experimental phase of their AI development – and how many are struggling to prove the benefits of their investments.
At UP3, one message we hear from organisations loud and clear is that they want to see proof of AI’s impact fast. In other words – don’t tell me, show me. Prove how AI will benefit my organisation, my systems, my employees and customers.
That’s prompted us to develop three new ServiceNow service offerings that deliver AI-led change quickly and then embed it for the long term:
Our industry leading AI-centric offering - AI Unlocked gets you live with your first AI agent in as little as three weeks, instantly realising ROI.
And our Target Operating Model and Business Change Excellence offerings complement this further, ensuring on-going expansion, adoption and value realisation across the ServiceNow platform.
In our final post of our AI series, we’ll explore each one in more detail, how they work together but also how they individually stand on their own merit. We always work with our customers to ascertain what combination is the most appropriate for their needs.
We’ve taken customer feedback on board and created an approach to AI development that prioritises rapid innovation. In fact, we set ourselves the goal of building an AI agent that solves a customer’s business problem within just three weeks. We call it AI Unlocked.
This offering follows a four-step process: discovery, in which we define problems and desired outcomes by actually going to see the work and the people doing it. We plan and build appropriate agents before getting them live and entering into a period of monitoring and refinement. Nothing ever stands still with AI and we are ready to optimise as the technology and processes develop. (Check out the diagram below for more detail.)
This process of discover, build, iterate gets ROI fast. And getting one AI Agent live is the gateway; it proves that AI can work for anyone and subsequent use cases and demand snowballs. To capitalise on this, we build an actionable roadmap tailored for our customer to support further delivery and long-term success on their AI journey.
Above: Our AI Unlocked process
Building an AI Agent and roadmap is one thing. A further challenge is ensuring that this new technology is coordinated, managed and enhanced in the right way, and that the items in the roadmap continue to be delivered fast over the longer term.
That’s where our Target Operating Model comes in. If you’re going all in on AI, then this will help you ensure the implementation is constantly refined and expanded.
Above: The Target Operating Model visualised
This offering has been designed for a very specific kind of customer – those who are ready to put ServiceNow at the heart of their business and get real results from it. Crucially, though, we focus on the desired business outcome, not the technology.
For businesses taking their first steps with ServiceNow, this offering helps build their confidence through regular checkpoints, clear allocation of responsibilities, and expert round-the-clock support. Our tailored implementation plan is guaranteed to give results fast.
Meanwhile, our Business Change Excellence offering embeds a mindset of ongoing improvements through regular AI optimisation and gets the whole organisation to embrace change and advancement.
The best way for organisations to identify AI use cases is to speak to the people doing the work every day. But for that process to be successful, they need to win over hearts and minds, so that everyone is committed to the AI journey and are willing to build upon it as a team. Business Change Excellence provides a way to manage that and support the organisation’s transition.
Above: The Business Change Excellence process
Just as waterfall methodologies gave way to agile delivery, now AI is speeding up IT projects even further. These new tools are giving rise to a different way of thinking and exciting possibilities for ROI. We believe that making business change an ongoing commitment is the future of enterprise technology.
From talking to our customers, we know that every board is having the conversation about the benefits of AI. But they’re often struggling to translate this technology into action and clear ROI. There’s a lot of uncertainty and confusion out there.
The good news is that ServiceNow is already embedded in many of these businesses, bringing data and systems together. With AI we can augment ServiceNow’s capabilities even further.
The new service offerings that we’re developing are part of our ongoing investment in AI as the breakthrough technology of our era, capable of adding immense value to organisations in every sector.
Visit our AI page to learn more about how we can help you get started with AI. And get in touch if you’d like to learn more about any of these offerings.
And watch this space for more updates – we’re just getting started.
Written by:
Director of Professional Services
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