“Simplify, modernize, and rethink processes”: Inetum leverages ServiceNow to drive business transformation

The short-term gains can be very tangible, if you structure your approach the right way. Starting with processes that involve highly repetitive, well known and time-consuming activities is a great choice to achieve quick value. Provides opportunity to leverage ServiceNow Agentic AI capabilities to gain further efficiencies, too. Centralizing and automating these processes in ServiceNow allows them to be completed more quickly, with less effort and fewer errors. This directly translates to lower operating costs and improved execution quality. The more the platform is extended to include more use cases the more these benefits accumulate.

“Avoid long-term projects where you invest upfront without seeing results for several months.”

It’s true that ServiceNow first made its mark in the IT sector, and it remains the leader in transforming it. CIOs use it to structure IT management and move towards autonomous models driving exceptional levels of IT service quality with high efficiency. However, ServiceNow is much more than an IT management platform today: functionality is expanding rapidly in risk, security and compliance management, CRM, and Core Business Services, such as human resources, finance, procurement. In fact, more than half of ServiceNow new business in first quarter of 2026, was based on non-IT solutions. If you are a company already invested in ServiceNow to manage IT, expanding it to the rest of enterprise represents huge opportunity for further optimization, because it is a single platform with a single data model, which allows you to drive adoption much faster.

We distinguish between two main types of metrics. The first relates to “time to value,” that is, the speed at which a process produces a result. The most telling example is that of a financial institution, where we helped reduce the time to produce compliance reports from months to a few days. The second relates to operational efficiency. This involves for example measuring the reduction in manual tasks, allowing teams to focus on more strategic activities, such as developing new services or gaining market share. Within these two areas, there are then more specific KPIs depending on the field, whether it’s IT, CRM, or other functions.

ServiceNow embeds AI across the platform, so it is important to approach deployments with deep understanding how it works. Let’s take the example of automation in IT. On some projects, we’re achieving self-service resolution rates of up to 96%. Users can interact with agents, report an issue, and then watch as those agents diagnose the situation, propose a solution, and sometimes apply it directly. However, this rise in agent-based AI means we need to gradually structure its uses and oversight mechanisms. That’s why we’re starting with limited scopes, keeping a human in the loop. Initially, the agent can suggest actions, but their execution is still done by the human. Later, execution is carried by the agent, but only after human approval. Further, as trust builds, the level of automation can be increased, and some actions can be allowed to be fully autonomous. It is essential that businesses use well-structured approach to scale AI, and that’s why we came with Coborg™, our methodology for scaling AI across the enterprise we use across all Inetum Solutions practices.