CIO / IT Director
“AI is a board-level expectation, but the platform can’t be put at risk.”
GetsA governed path to value — AI that survives a security review.
AI & ServiceNow
Governed AI on ServiceNow
Anyone can bolt a chatbot onto an instance. The hard part is AI a bank's security team will sign off on. That's the work I do.
Most AI on ServiceNow stops at the demo. Connecting a model to an instance is easy. Making it safe enough for production is the real job: data that stays where it belongs, and agents that do only what they're allowed to. That takes ServiceNow knowledge, not just an API key.
I treat the model as the easy part and the governance as the work — concrete use cases, scoped to your data and your platform, that you can put in front of an auditor.
Who it's for
Three people usually bring me in
IT Service Manager
“Ticket volumes climb, the team doesn’t, and SLAs start to slip.”
GetsAI triage and automation that cut the manual load, not the control.
Process Owner
“Manual steps and handoffs slow down every request.”
GetsRedesigned, automated workflows with AI where it genuinely helps.
Where it pays off
ServiceNow + AI use cases that earn their place
Concrete starting points — each scoped to your data, your platform, and a clear outcome.
AI incident triage
Classifies, prioritizes and routes incidents the moment they arrive.
Employee & HR assistant
Answers common employee questions from your own policies and catalog.
Predictive IT operations
Spots patterns in events and logs before they turn into outages.
Service catalog automation
Guides requests and auto-fulfils the routine, rule-based ones.
Knowledge recommendations
Surfaces the right article at the moment of need — with sources to check.
Security incident automation
Enriches and triages security incidents, with a human on the sign-off.
Not sure which fits? That's exactly what an AI Opportunity Assessment is for.
What I build
The pieces that make AI safe on the platform
MCP integration
One governed surface for AI to act through, instead of a dozen brittle scripts that each reinvent auth and error handling.
Now Assist & AI Agent Studio
ServiceNow's native AI, configured with scopes and audit, not left wide open because it shipped that way.
Knowledge assistants
Answers grounded in your own ServiceNow data, with sources a user can actually check.
How AI fits
The AI Operating System
AI shouldn't sit in isolation. It works on top of your people, systems, knowledge, and processes — turning them into decisions, automation, and insight.
- People
- Systems
- Knowledge
- Processes
AI Layer
- Decisions
- Automation
- Insights
Governance
AI your security team will sign off on
The reason most AI stops at the demo is governance. For European teams it's not optional — so it's where I start.
GDPR by design
Personal data stays where it belongs — consent or anonymization, never quietly shipped off to a model.
EU AI Act ready
AI in HR or security can count as “high-risk.” I build in documented risk assessments, transparency, and human oversight.
Human in the loop
AI proposes; people approve where it matters. Clear escalation paths, not a black box.
Real platform controls
Scopes, ACLs that still apply, audit logs, and a blast radius you can name before anything goes live.
The Claude tilt
Why I lean toward Claude
The durable bet is the capability: MCP and a controlled surface that holds regardless of which model wins. The near-term bet is Claude, after ServiceNow made it a default model for its Build Agent and shipped a supported MCP server. I'm in the Anthropic Claude Partner Network on the consulting track, with a public MCP reference repo to back the approach.
Thinking about AI on your ServiceNow instance?
Start with an assessment. We map where AI actually pays off before anyone writes code.