The Secret Weapon No One Talks About How ServiceNow ITSM Scales AI Everywhere
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It’s well known that ServiceNow is integrating GenAI features into ITSM to help IT teams solve issues faster, more intuitively, and even automate some tasks.  

But what about the opposite? The essential role that ITSM plays in sustaining the requirements of AI and allowing us to scale GenAI to every corner of our business. In this article, we will explore the 7 reasons why ITSM is the nucleus for scaling AI in enterprises. 

But first, a bit of context. 

What Is ITSM? 

IT Service Management (ITSM) is all about how you manage and deliver IT services within your organization to meet the needs of your business and your users. Think of ITSM as the framework that helps your IT department run smoothly and efficiently, ensuring that all your IT services are aligned with your business goals

Imagine you’re running a business where the IT systems are crucial for day-to-day operations. One day, your server crashes, halting your operations. With ITSM in place, there’s a structured process to log this incident, investigate the cause, fix the problem, and prevent it from happening again. This process ensures that your business experiences minimal downtime and your IT services are reliable. 

What Is the Difference Between ITSM vs. ITIL vs. DevOps? 

Understanding the differences between ITSM, ITIL, and DevOps is crucial for optimizing your IT operations and service delivery.  

These terms are often used interchangeably, leading to confusion. However, each serves a different purpose in IT management and service delivery. By distinguishing them, you can implement the right strategies for your specific needs. 


  • Scope: ITSM provides a broad framework for managing all aspects of IT services to meet your business needs. 

  • Focus: It centers on service delivery and support, including incident, problem, change, and service request management. 

  • Approach: ITSM is process-oriented, encompassing a wide range of practices and methodologies. 


  • Scope: ITIL is a specific set of best practices within ITSM. 

  • Focus: It offers detailed guidelines for implementing ITSM processes effectively. 

  • Approach: ITIL follows a structured lifecycle model covering strategy, design, transition, operation, and improvement. 


  • Scope: DevOps focuses on the collaboration between development and operations teams. 

  • Focus: It enhances software development and delivery through continuous integration and continuous delivery (CI/CD). 

  • Approach: DevOps is agile, iterative, and automation-driven, promoting cultural shifts towards greater collaboration. 

Differences Between ITOM and ITSM 

As we delve deeper into these distinctions, it’s also important to understand the relationship between ITOM and ITSM. While these frameworks often intersect, they serve different functions

While ITSM focuses on managing and delivering IT services to meet your business needs, IT Operations Management (ITOM) is concerned with the administration of the IT infrastructure that supports these services

By understanding these distinctions, you can choose and combine the right approaches for your IT needs.  

ServiceNow ITSM

Why ServiceNow ITSM Is Key for Scaling AI in an Organization 

Let’s go back to the core of the article. 

Usually, IT teams are the low-key heroes of an organization. Imagine a star quarterback leading his team to victory in the Super Bowl. Maybe he could capture all the headlines, but behind him stands a dedicated team of coaches, assistant coaches, strategists, and support staff who ensure he performs at his best and only must think about the next play.  

In the same way, your IT team works tirelessly behind the scenes to ensure that all systems run seamlessly, issues are resolved promptly, and the technology infrastructure remains robust and efficient. Their efforts are crucial for the smooth operation of the entire organization, allowing everyone else to perform their roles without interruption. 

ServiceNow ITSM is a key piece for scaling AI in an organization because it provides a structured framework for managing IT services and processes. This not only streamlines operations but also empowers the people in your IT teams, enhancing their ability to support and sustain AI initiatives across the organization. Here’s why: 

1. Seamless Integration with Your Existing Systems 

A structured framework allows you to smoothly integrate AI technologies within your current IT infrastructure, ensuring deployment is seamless with minimal disruptions to maintain your operational continuity. 

2. Effective Change Management 

Scaling AI responsibly demands a robust change management process. You can track changes, approvals, and rollbacks through this platform, acting as a safety net for large-scale AI adoption and ensuring controlled implementation across your departments. 

3. Simplified Processes 

The ability to streamline IT processes, offering you a unified platform for incident management, problem resolution, and change management, is crucial for maintaining the stability and performance of AI systems. 

4. Standardized Data Foundation 

A unified source of truth for IT data is established, which is vital for effectively training AI models. This ensures that your AI has access to structured, consistent information, avoiding the pitfalls of messy, inconsistent data. 

5. Let Automation Do the Soul Crushing Work 

Automation within the platform enables your IT staff to focus on more strategic activities such as developing and integrating AI solutions throughout your business. This effectively puts AI development on fast-forward. 

6. Faster Knowledge Democratization 

The platform captures essential details about incidents, including resolution steps. This rich data trains chatbots, virtual assistants, and other AI tools, enabling them to handle similar issues more effectively, learning from documented successful solutions. 

7. Performance Benchmarking and Analytics 

Built-in analytics are provided to monitor the performance of AI-powered solutions, offering you essential data to identify areas for improvement and optimize AI deployment for enhanced business value. This helps you measure the success of your AI investments. 

How Can Inclusion Cloud Help You? 

We’re ServiceNow partners and our certified experts bridge the gap between ITSM and AI initiatives, ensuring seamless integration. We offer comprehensive support – from infrastructure design to ongoing optimization. Partner with us and turn ServiceNow ITSM into your secret weapon for effortless AI adoption everywhere. 


The world of work can’t wait for IT. When you start to deploy AI across every corner of your business, you can’t afford to generate delays, disruptions, and various problems across different company areas. Solutions need to be faster

That’s why ServiceNow ITSM is an essential piece in scaling AI in your organization. It’s not just about the technology; it demands a robust framework for implementation, management, and optimization. With this platform, you can equip your business with a powerful tool to ensure that every workflow runs effectively, and every employee can perform their best with the astonishing capabilities of AI to multiply productivity. 

Are you thinking of scaling AI in your company? We can help you leverage the ServiceNow platform to cut costs and drive efficiency in every task and workflow. Contact us! 

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