Kill your legacy ServiceNow services model before agentic AI does it for you

If you’re leading a ServiceNow transformation, know that more than two-thirds of implementations stall after the first wave of use cases, not because the platform lacks capability, but because delivery models are stuck in a pre-AI era. Stop buying labor. Start demanding AI-first specialists who deliver reusable intellectual property (IP), engineer for trust, and drive real adoption. These capabilities—designed for scale and speed—unlock ServiceNow’s potential as an AI-native orchestration engine.

This paper, developed in partnership with NewRocket and based on interviews with executives leading ServiceNow transformations, outlines why enterprises are moving away from generic service models, how agentic AI is rewriting the rules of transformation, and what a results-first, trust-embedded delivery framework looks like in practice.

The Bottom Line: Stop blaming the platform for stalled ServiceNow ROI. The problem is the service model. Change the model, and the results will follow.

To read the complete report, click the download button below.