Generative AI (GenAI) use has seen incredible growth with companies across industries in only a few short years. With the ability to create content, automate tasks, and enhance decision-making, GenAI has the potential to change the way people work. A 2024 Deloitte survey found that, as a whole, businesses are increasing their adoption and use of GenAI, with 78 percent reporting they would be increasing their spending on the technology in the next year. Even as GenAI adoption rapidly grows, many organizations may still find it difficult to know how to begin, what to expect, and how to find real value in the technology.
In an episode of The Distillery Podcast, Christine Morris and Megan Harter shared practical insights on getting started with generative artificial intelligence on the ServiceNow platform. Christine and Megan have several years of experience with ServiceNow, both as users and leaders in the industry. Christine is the senior director of Cask NX, leading the ITX practice, including ITSM, ITAM, ITOM, and security and risk. Megan is senior director of transformations at Cask NX, working with transformational consulting, app services, and solutions branches.
With their combined knowledge and expertise about ServiceNow and GenAI, Christine and Megan offered their unique perspective about getting started on the GenAI journey. Here are some insights they provided about best practices and misconceptions about GenAI.
Common GenAI misconceptions
There is plenty of hype surrounding GenAI, and much of it is justified. “For the first time, we have AI that can create content, automate tasks, and assist with decision-making in ways that feel humanlike,” Christine says. Along with all that hype, however, are some misconceptions that can set unrealistic expectations and even hinder adoption. Some of the most common GenAI myths Christine and Megan have seen include the following:
- “AI will replace my job.” Megan says this is one myth that can be a big problem for businesses. In reality, she says that artificial intelligence is here to assist, not replace, human workers. It’s meant to take on repetitive tasks so teams can focus on more strategic and creative work.
- “AI works right out of the box.” AI relies on training and gets better and better with use. Its value depends heavily on the quality of the data it is given.
- “We don’t need governance.” GenAI is not a “set it and forget it” system. It needs rules and oversight. Proper guardrails — including security, compliance, and ethical AI practices — are critical as it learns.
- “One model fits all.” Every organization is different. AI solutions should be tailored to each business’s needs to be truly effective.
Companies need to embark on their AI journey with open eyes and a solid plan to ensure that the technology is used appropriately and meets reasonable expectations. “AI isn’t magic,” Megan says. “If companies expect instant results without any effort, they’re really going to be disappointed. The real power comes when AI is paired with strategy and human expertise together.”
Start small, with good data
Megan and Christine advise businesses that are just getting started with GenAI to remember that it is a marathon, not a sprint. It is important to start small and identify areas that can benefit from AI, then run pilots. When it is clear what works and what doesn’t, the technology can be expanded into more uses.
“You don’t want to just adopt AI because it’s trending or the current business keyword that’s buzzing around,” Megan says. “You want to find places where it really will actually help you save time, reduce errors, and improve service.”
Starting with one or two AI-driven automations allows companies to accurately assess the success of the program before scaling up. It also helps people become comfortable with AI and understand how it will benefit them in their jobs.
Another vital component for companies getting started with AI is ensuring that they are using good, accurate data. If data is inconsistent or disorganized, it will affect how well AI performs. Using GenAI that is embedded on the ServiceNow platform helps bring in more accurate, real-time data and reduces the amount of time needed to train the model. “AI is really only as useful as the data it has access to,” Christine says. “When AI’s inside ServiceNow, it can work directly with your IT, HR, and customer service data in real time, meaning more accurate, relevant results.”
Measuring and maximizing value
For companies that are already using GenAI, Megan and Christine say that now is not the time to sit back and forget about it. Processes should be continually evaluated to see how well they are working and whether they bring value to the organization and employees alike.
“Now is the time to ask yourself some critical questions to see if you’re getting the value out of your implementation that you’re looking for,” Megan says. “Are we actually solving problems or just using AI for the sake of it? If it’s not improving processes, maybe you want to refine your approach.”
With each AI process that is put in place, it is vital that businesses are tracking outcomes. Efficiency gains, cost savings, user satisfaction, and other metrics provide valuable insights into whether AI goals are being met.
GenAI isn’t just another overhyped technology fad that businesses will implement, then forget about and move on to the next big thing. With proper planning and governance, GenAI has the power to deliver real value for businesses.
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Global dynamics, AI advancements, heavy competition–the only certainty is change.
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We’re with you for what comes next
You're working in a rapidly shifting environment.
Global dynamics, AI advancements, heavy competition–the only certainty is change.
We get it. And we’re here to help you harness the full potential of ServiceNow to simplify transformation.
Let's navigate the future together.
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