ServiceNow depth
4+ years across banking, insurance and manufacturing — ITSM, Service Portal and Employee Center, workflow automation and integrations built to survive a security review.
About
Lukasz Szumilas
Operational Efficiency Advisor. I help organizations reduce manual work and improve how they run, using ServiceNow, AI, and process design.
I'm a self-taught generalist who learned to build, automate, write, and teach by refusing to outsource my own education. ServiceNow is where that curiosity turned into a career.
For 4+ years I've worked on ServiceNow in banking, insurance, and manufacturing: ITSM, Service Portal and Employee Center, workflow automation, and integrations. Demanding environments where a build has to hold up to a security review. That shaped how I think about operations, and about AI.
The thing I'm actually good at is making complicated things simple. It's what made my courses work, with more than 10,000 students on Udemy through Lucky X, and it’s what enterprises pay for: someone who can look at a tangle of process and tools and explain the path to less manual work.
My bias is process first, AI second. The biggest wins usually come from fixing the workflow and automating the repetitive parts, then applying AI where it creates measurable value. Most "AI projects" skip that first step. I don’t.
What makes me different
ServiceNow depth × AI × governance
AI that ships
Process first, AI second. MCP and Now Assist done with real governance — and I’m in the Anthropic Claude Partner Network on the consulting track.
Governance built in
GDPR- and EU AI Act-aware by default. AI you can put in front of an auditor, not just a slide — the part most “AI projects” skip.
- 10,000+ students taught
- 4+ years on ServiceNow
- Banking · Insurance · Manufacturing
How I think
I work in diagrams, not walls of text
Process maps, value streams, and AI opportunity maps. When I explain where work gets stuck or where AI actually helps, I draw it. That clarity is the same thing that makes a project land: everyone can see the plan before we build it.
What I do
- Consulting. Operational improvement with ServiceNow, AI, and process design.
- Teaching. Lucky X certification courses on Udemy, 10,000+ students.
- Writing. ServiceNow and AI on the platform, here and on LinkedIn.