Discover Engaging Insights

Insights on digital transformation, AI, ServiceNow, and technology trends from the MJB team.

How to Measure ServiceNow ROI — The Metrics CIOs Actually Care About

ServiceNow generates enormous amounts of operational data. Ticket volumes. Resolution times. SLA compliance rates. Portal adoption metrics. It’s all there, buried in Performance Analytics dashboards that your IT team checks weekly and your C-suite has never opened.

Why ServiceNow Adoption Fails After Go-Live — And the Change Management Model That Fixes It

Most ServiceNow projects hit every technical milestone and still fail. Here is what causes adoption to collapse — and what a real change management programme looks like.

Claude, Copilot, Cursor — Are These AI Tools Actually Making Developers Faster?

The promise was bold, almost audacious: AI would write your code for you. Not someday, not in a science-fiction future, but right now, in your IDE, as you type. And with that promise came a wave of tools — GitHub Copilot, Anthropic's Claude, Cursor, Tabnine, and more — each claiming to be the developer's new best friend.

ServiceNow Performance Is Not a Platform Problem — It’s a Design Failure: A Ground-Level Fix Guide

Enterprise teams invest heavily in ServiceNow. They licence it, implement it, and automate with it. But somewhere between the pilot and production, something quietly breaks. Tickets start duplicating. Response times slow. Workflows stall. Alert volumes spike.

Shadow AI: The Enterprise Risk No CIO Has Fully Under Control

Enterprise AI adoption is now advancing faster than most governance models can track. According to Microsoft’s 2024 Work Trend Index, 75% of global knowledge workers already use AI at work, and 78% of those users are bringing their own AI tools rather than relying solely on enterprise-approved systems.

10 ServiceNow Tricks Every IT Leader Should Know

As businesses evolve, IT leaders must ensure that their IT service management (ITSM) strategies are efficient, scalable, and secure. ServiceNow is a game-changer, but most organizations only scratch the surface of its capabilities.

Decision Trust: How Enterprises Can Govern AI-Driven Decisions at Scale

A practical operating model to make AI decisions safe, explainable, auditable, and aligned to enterprise policy — inside your ServiceNow ecosystem.

AI Control Tower for the Enterprise: How to Govern Agentic Work Without Slowing It Down.

A practical governance layer to keep agentic decisions owned, bounded, explainable, auditable, and intervenable — inside a ServiceNow-centered enterprise.

From Visibility to Accountability - Why Enterprises Need Decision Ownership in the Age of AI ?

Artificial intelligence has crossed a critical threshold inside the enterprise. It no longer merely supports human decision-making. It increasingly makes decisions on its own.

Why Enterprises Must Design Decision Ownership Before Scaling AI in ServiceNow

Enterprise IT didn’t “break.” It crossed a threshold. Decisions that once waited for meetings, approvals, and people now happen continuously—at machine speed—inside platforms like ServiceNow.

Who Owns the Decision When AI Is Wrong?

Enterprises today are surrounded by intelligence. Dashboards update in real time. Alerts fire automatically. AI systems score risks, prioritize incidents, recommend actions, and increasingly influence outcomes without human intervention.

When ServiceNow Makes the Call — Who Owns the Risk?

ServiceNow is no longer only executing workflows — it is increasingly influencing and making operational decisions.

The 7 Step Model - Enterprises Must Build Before Scaling AI on ServiceNow

Modern ServiceNow environments already automate incident triage, change approvals, remediation, prioritization, and risk handling.

Why Enterprise Resilience — Not Automation — Will Define AI Success on ServiceNow

Enterprise automation is no longer the differentiator. Most large organizations already automate incident handling, approvals, provisioning, and remediation through platforms like ServiceNow.

ServiceNow Decision Governance: Who Owns the Risk When AI Acts?

Not a failure. Not a bug. A decision — made automatically, at machine speed, inside ServiceNow — with no human owner attached to it.