Operational Efficiency Advisor

Reduce Manual Work.Improve Productivity.Scale Operations.

I help organizations get more done with less manual work, using ServiceNow, AI, and process design.

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ServiceNow instructor · 10,000+ students taught

Lukasz Szumilas

The AI reality check

Most companies don'tneed more AI tools.

They need better processes, automation, and the right AI use cases.

Most AI projects underwhelm because they start with the model. The results come from fixing the work first, in order:

  1. Fix the process.
  2. Automate the repetitive parts.
  3. Improve how people find knowledge.
  4. Then apply AI where it creates real value.

That's the order I work in with every client.

The multiplier problem

Add AI to a broken process and you just get faster chaos

AI multiplies whatever it runs on. Fix the process first, and the same AI creates real business impact.

A broken process AI Faster chaos
A good process AI Business impact

My methodology

The Operations Improvement Loop

A repeatable system, not a one-off project. Every engagement runs the loop.

The loop Operations
Improvement
Step 1 Find Bottlenecks Identify where work gets stuck and where time is lost.
Step 2 Improve Process Simplify and redesign the workflow for clarity and scale.
Step 3 Automate Workflow Remove the repetitive tasks and handoffs with automation.
Step 4 Apply AI Introduce AI only where it creates meaningful business value.
Step 5 Measure Impact Track outcomes, then optimize and scale what works.

Symptoms → Outcomes

Does any of this look familiar?

Every symptom on the left has a fix on the right. The method in between is always the same.

Too much manual workYour team spends hours on repetitive, low-value tasks.Very Common
Automated workflows
Growing ticket volumesMore requests, the same resources, rising pressure.Very Common
AI-assisted resolution
Slow processesBottlenecks and handoffs delay the outcomes the business needs.Common
Faster fulfillment
Underused ServiceNowYou're not getting the full value from the platform you pay for.Common
Platform at full value
Poor knowledge accessInformation is scattered and hard to find the moment someone needs it.Common
Knowledge on demand
Unclear AI strategyYou're not sure where AI creates real value, or where it's just noise.Emerging
A prioritized AI roadmap

This isn't six features — it's one method shown six times: every symptom resolves into an outcome the loop produces.

See how I turn these into outcomes

How I help

Services

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Systems Processes AI opportunities

AI Opportunity Assessment

Find the repetitive work worth automating, and the order to do it in.

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ServiceNow AI layer Automation

AI & ServiceNow Implementations

Practical AI on the platform, built to pass a security review.

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Requirements Clean build Upgrade-safe

ServiceNow Development

Extend and improve the platform without piling on technical debt.

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Current state Analysis Target state

Architecture & Code Reviews

A focused second opinion before you commit to a direction.

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Learn Apply Run it independently

Training & Workshops

Bring your team up to speed on ServiceNow, automation, and AI adoption.

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Selected work

From symptom to outcome

All case studies →
BankingIT Service Manager

AI-assisted ticket classification

Problem

Ticket volumes were rising and manual triage was eating fulfiller time.

Approach

Redesigned the intake, automated the repetitive steps, then added AI-assisted routing and classification — governed end to end.

Result

Less manual effort, more consistent routing, and faster handling.

InsuranceProcess Owner

Streamlined request management

Problem

A request process had drifted over the years and handoffs had become slow.

Approach

Mapped the flow, standardized it, and automated the repetitive steps and approvals.

Result

Fewer handoffs, and SLA targets that are realistic to hit again.

ManufacturingHR & IT operations

Automated employee onboarding

Problem

Onboarding new starters meant chasing access and equipment by email.

Approach

Automated the onboarding workflow end to end on ServiceNow, with the right approvals built in.

Result

New starters get the access and equipment they need without manual chasing.

Latest insights

Writing on ServiceNow & AI

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Ready to find the AI opportunities inside your ServiceNow environment?

Book a free consultation. You'll leave with a clear view of where a better process and the right AI move the needle — whether or not we build it together.

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