Bridging the gap between ServiceNow potential and reality

ServiceNow promises to transform enterprise productivity, yet many organisations still struggle to convert platform investment into measurable value.

This point of view examines the strategic, operational, and technical barriers that keep ServiceNow deployed tactically rather than embraced as an enterprise-wide innovation platform. It highlights how fragmented governance, legacy complexity, limited adoption, and skills gaps constrain progress, while AI, automation, connected data, and adaptive workflows create a compelling path forward.

Discover how a dedicated ServiceNow Centre of Excellence and Innovation can align strategy with execution, accelerate value realisation, reduce complexity, and build an agile, intelligent, experience-led enterprise ready for the future.

Download our PoV

Meet our expert

Szymon Rutkowski is an offer owner within ESM portfolio, helping enterprises modernize service operations across complex, multi supplier environments. He leads market strategy, product roadmap, and value realization for platform enabled enterprise service management solutions, aligning governance, delivery, and customer outcomes. Szymon partners with cross functional teams to streamline processes, enhance user experience, and accelerate digital transformation, bringing a pragmatic, data driven approach that turns strategy into measurable impact for clients across industries and geographies.