How ServiceNow uses internal AI pilots to launch successful customer tools (www.businessinsider.com)

ServiceNow has adopted an internal-first strategy for AI development, successfully launching over 240 AI use cases between 2023 and December 2025. This approach, discussed by Chief Digital Information Officer Kellie Romack, prioritizes internal testing of generative AI applications before they are made available to external clients. By focusing on automating repetitive tasks, particularly within IT help desks, ServiceNow aims to enhance operational efficiency through employee feedback, ensuring the tools meet real-world needs. This internal experimentation has led to significant product developments, including the Workflow Data Fabric, which connects disparate systems using machine learning, and the AI Control Tower, designed for governance and tracking AI use. The insights gained from internal pilots have been crucial for optimizing these offerings, allowing ServiceNow to create reliable and scalable AI solutions that resonate with their customer base. With nearly 3,000 customers utilizing their AI technologies, ServiceNow’s method underscores the importance of iterative testing, adaptation, and feedback to drive successful AI deployment in business environments.