Unlocking AI Potential in ITSM

In this episode, Fred Reynolds and Kristin McDonald discuss the advancements and implications of AI in IT service management, particularly focusing on ServiceNow's leadership in the field. They explore how AI is being integrated into workflows, the importance of knowledge management, and the role of AI as a complement to human workers rather than a replacement. The conversation also highlights real-world examples of AI applications and the future of digital transformation in organizations.

Takeaways:

• ServiceNow is recognized as a leader in AI applications for ITSM.
• AI should be viewed as a complement to human workers, not a replacement.
• ServiceNow's approach to AI focuses on targeted deployments for specific applications.
• The integration of AI into ITSM workflows enhances efficiency and effectiveness.
• Organizations are beginning to leverage AI for analytics and decision-making at the executive level.
• AI can help automate routine tasks, allowing IT teams to focus on more complex issues.
• ServiceNow's AI capabilities are built on a foundation of existing knowledge and data.
• The importance of knowledge management in leveraging AI effectively is crucial.
• AI can provide predictive insights to improve uptime and service delivery.
• ServiceNow is continuously evolving its AI capabilities across various domains beyond ITSM.

Chapters:

00:00 Introduction and Holiday Greetings
01:09 ServiceNow Support Contracts and Flexibility
02:28 ServiceNow's Leadership in AI Applications
02:46 AI Implementation Challenges and ServiceNow's Approach
05:18 AI as a Complement, Not a Replacement
08:48 The New Reality in the Age of AI
13:43 Authentic AI: Simplifying Complexity
17:53 ServiceNow's Transformation Outcomes
22:54 Conclusion and Key Takeaways

Transcript

Fred Reynolds (00:01.636)
Hello everyone and welcome back to another Syncing with ServiceNow Now. This is going to be episode 53. I will be your host Fred Reynolds, the president of Modern Apps here at XenTegra And with me, I have my trusted sidekick, Kristen McDonald, a Senior Solution Architect. Kristen, how are you?

Kristin McDonald (00:16.814)
I am doing fantastic. Thank you.

Fred Reynolds (00:20.25)
Perfect. You know, it's been a hot minute since I think we've done one of these. So I'm glad we're back. We'll be consistent in doing these every other week. So hopefully we can get some more content out for everyone who likes listening to our podcast. So do you have a good holiday?

Kristin McDonald (00:33.568)
I did, how about you?

Fred Reynolds (00:35.276)
I did, I did. I'm ready for some more snow this come of weekend. We're expected to get five to 45 inches. Who knows? They can't never get it right. So, that is awesome. Awesome. We're perfect. Well, listen, let me, I guess, do a little quick commercial before we get going. So thank you guys for listening to our podcast. If you do have any ServiceNow needs around implementation, consulting, roadmap generation, just know here at XenTegra we are

Kristin McDonald (00:44.45)
Makes me happy to be in San Francisco.

Fred Reynolds (01:04.12)
certified on 80 % of the platform and we are ready to help serve you guys and work alongside of you. We've been doing a lot recently, Chris, and I think you know we've put a lot of support contracts in place, kind of a hybrid, a support contract along with a schedule engagement so people don't lose money on the table each month if they didn't have issues. We want to make sure to get the true value out of working with us so we don't have issues and things to fix for them in that particular month, we'll use that to do projects or help them with their backlog. So if anyone's listening, these help.

with any type of support contracts or just a monthly allowance of hours to work on things, please reach out and let us know as well. All right. Yeah.

Kristin McDonald (01:42.926)
Yeah, have to say I love the new model, Fred. It's so useful for customers. I've seen so many customers sign up for a support contract and then they just never use it because they don't have tickets. But I love the flexibility that you built into ours. Yep.

Fred Reynolds (01:55.354)
It is one of the things we talked about a lot. kept seeing the hesitancy in some of our clients saying, know, we want to enter into this support contract. But, you know, I don't want to leave anything. I'm like, we don't have to, you know, that's the point of XenTegra being a privately owned company and the fact that we run our own business and we're able to be flexible and, and really we're here to help serve our clients and get the most, let them really see the value and a value at a reselling. So as Andy Whiteside would say, if he was here, we're VAR 2.0. We want to make sure you get the value truly in what we do for them.

Kristen, you have brought a blog to us this week and the blog is entitled, let me find it back here, hold on.

Ha! I'm on the wrong window. Hold on.

Kristin McDonald (02:37.428)
Fred Reynolds (02:38.98)
Let go to our chat and pull the right one up here.

Kristin McDonald (02:41.42)
it's the first one there on the right. Users confirm. No, I'm sorry. It's the third one on the right. ServiceNow is the only vendor.

Fred Reynolds (02:48.94)
I have, let me go back and stop sharing the new screen. Hold on, I think I just shared my wrong screen, so sorry for the technical difficulties here.

Kristin McDonald (02:58.87)
Even IT has tech difficulties sometimes.

Fred Reynolds (03:02.554)
Great.

Fred Reynolds (03:11.45)
that is still not showing up okay which one did you say it was?

Kristin McDonald (03:15.766)
It's the third one on the right side. ServiceNow is the only vendor.

Fred Reynolds (03:18.554)
Okay, good, perfect, because it's not coming up out of the window, so this works fine. Perfect, okay, thank you for that. So the blog you brought forward is ServiceNow is the only vendor named a leader in the Gartner Magic Quadrent of AI applications in ITSM. So I think it was that way last year, and it still holds being the number one leader and the only one in that quarter. So thank you for bringing that. What made you want to talk about this today?

Kristin McDonald (03:43.15)
you

So we see so many customers who are trying to implement AI and they either don't know where to start or their projects are failing because they just don't have a lot of clarity around them. They're not picking projects that are really giving them the bang for their buck. So I love how ServiceNow has approached AI because they are so focused on different applications. They have product teams for each of their applications. So they're really going into targeted deployments for AI. So it's not just gen...

generic AI agents and you can do whatever you want with them, although they do have that too. But especially for ITSM, which has certainly always been one of their focus areas, they've built AI agents around ITSM workflows. So it's not customers guessing about what they might need or taking chances on things that may or may not deliver value. ServiceNow has identified those areas where AI can provide value within ITSM. They've implemented those features in

core platform. So really it's just a matter of implementing those pieces and configuring them just like any other area of the platform. So I love their approach in this area.

Fred Reynolds (04:53.818)
Yeah, I love to see that. It's been three years, a lot of, I guess, education, knowledge sharing at the, no, I had to say knowledge twice, but knowledge. Then when you go to the big conference of knowledge, it's been a big focus of AI for the last three years. All the summits, all the forums, it's really all been around AI. And at times I was like, wow, you're just kind of AI, AI, AI. But the truth is going back three years ago, four years ago, maybe when they started that journey, they talked about how they were approaching AI, just as you said, Chris, they're approaching AI across the platform.

Kristin McDonald (05:03.309)
you

Fred Reynolds (05:22.998)
know, ServiceNow was not really built originally to be an ITSM specific tool. It was not. It's not a tool. It's a platform, enterprise level. So they had all these applications they wanted to stack onto it to make it go across to organizations which we see live and true today. Same approach with AI, like you said. AI is across the whole platform and every application now they're having very specific agents to work on those workflows for whether it be manufacturing, healthcare, finances. It's just wherever it sits.

Kristin McDonald (05:37.133)
Mm-hmm.

Kristin McDonald (05:51.616)
you

Fred Reynolds (05:51.918)
I know today's really looks like it's more focused on ITSM, which is IT service management, which is bread and butter. And most people start there with it. Although, Chris, we've seen several clients in last two years start in different places, which I was like, wow. But it's nice. It's good to see. It's refreshing. So in this place, one of the biggest concerns, and I think it's still a big concern, when I talk to people in my community, church, whatever, just friends hanging out, they always think, OK, AI is going to replace people.

All the time right so when AI is there it's gonna replace it so here it says put AI to work for people not replace them So let's talk about this first section

Kristin McDonald (06:28.877)
Yeah, absolutely. So I think anybody who's really been hands on with AI definitely recognizes we are not there yet. I'm sure that will.

We'll come to that point at some point. And there's different arguments, different points of view on when we'll get there, but we're definitely not there at this time. However, AI is still an incredibly useful tool, which is why there's so much buzz around it. It's a different kind of tool than what we've ever seen before. So it really goes alongside people well versus replacing them in every scenario. There are some very specific use cases where it can replace people, but again, it's

great copilot which is why Microsoft named it copilot.

Fred Reynolds (07:12.858)
That, yeah, I think that's what we're starting to see. think as we started to see people, especially in the ServiceNow space, starting to use some of the AI capabilities that are there, they're seeing how it's really a compliment. It's not a replacement. It is how do you take the work that you're doing, an individual, let's say somebody is an IT worker and they're constantly working through incidents and requests or cases, how do they use the AI capabilities to speed up their work? How does it make it more efficient?

In the same way, think all of us are starting, everyone's starting to use chat gbt in some way to do things. It's pretty powerful a lot of times when you say, hey, give it all these things, hey, spit me back that. Same way it started to be in this space as well, you're relative to this data, like here's your situation, give me, summarize the case, or help me practically figure out what I need to do next. So we're starting to see it being more practical use cases of it.

Kristin McDonald (08:04.974)
Absolutely. And just to add a little more context there.

I really, again, love how ServiceNow is approaching AI within their tool sets. In the tools specifically around ITSM, they really acknowledge both the strengths and the limitations of AI as we have it today. And in things like knowledge-based article generation and resolution notes generation, they're really taking the approach of let's partner with the person on the other side of the screen. And we're going to create this summary. We're going to draft this article based on the information, but then we're going to present it

to the user so we can have human feedback in that QA loop, which is really important right now with things like hallucinations and the limitations that we know are there with AI. But it definitely helps. It saves time. It leverages the best parts of AI along with the best parts of the human on the other side of the screen. Yeah.

Fred Reynolds (08:58.222)
Perfect. think the last thing in this section here is talking about, you know, some of the best in class large language models, native AI and third party tools. And it also talks about multi-channel communication like Slack and Teams. So we're starting to see a little bit more integration with some things like Slack and Teams and then using some of its native AI capabilities as well.

Kristin McDonald (09:17.9)
Yep, absolutely. And take some of those AI search capabilities. ServiceNow, for the longest time, has had natural language processing. And the features of Gen.AI have really taken it to the next level. So now you're taking that information and that tool set and feature and pulling that into Teams and Slack for your users as well. So kind of meeting people where they are. Yep.

Fred Reynolds (09:39.012)
Yeah, it's definitely you look at the new wave of how we do work. It's so different from from years ago. It seems archaic now looking back at seeing how we used to do some of the work and so longhand so much typing so much documentation and now it's almost like you can have that kind of fed to you and you cut and paste and you could have done with it. So it's really cool to see it come to life. The next section talks about it's a new reality in the age of AI. So I'm not sure if I'm advancing in our slides there so.

Kristin McDonald (10:00.353)
Absolutely.

Kristin McDonald (10:09.002)
It's not. It's still on put AI to work for people.

Fred Reynolds (10:11.95)
So I'm still having a little technical difficulties there, maybe, let me see. I don't understand where that's coming from, but let me see if that's it. Let me see if that's it.

Fred Reynolds (10:27.514)
Don't feel like that's me that's sharing. don't have, oh, I know, is this it? Aha, I got a lot of things going on. There we go. All right, so there. We could have a new tool, but it opened up in a different window, so this is cool. We're getting used to a new tool, and I like that. That's pretty nice here. Okay, sorry about that little delay. So, Kristen, as we move to this section, it's a new reality of the age of AI. So, let's talk a little bit about this section.

Kristin McDonald (10:32.738)
There we go.

We have a new tool, we're just getting used to it.

Kristin McDonald (10:50.286)
Mm-hmm.

Kristin McDonald (10:54.86)
Yeah, absolutely. So this one really talks about the different roles within an organization and how AI can be leveraged for each of those roles. So you've got executives and board members who have that higher level view. They're really looking at analytics and AI finding patterns and reporting that up to them so that they can make informed decisions. So that's AI use cases that are really focused around that executive and managerial level. Then you get into the teams as a whole who are looking for collaboration.

and automation, leveraging things like AI agents to take some of the workload off of the teams, help with things like triaging so that you're making sure things are getting routed to the appropriate team at the appropriate time. And then finally, you get down to the individual employees. And that's where we were talking about things like the summarization, the generation of your resolution notes, and new knowledge-based articles based on your tickets. So there's several different ways that AI can support IT teams.

really is aimed at those different roles and their visibility and their individual needs as a team.

Fred Reynolds (12:02.042)
So I think with all of this, we're seeing the progression and things kind of starting to build on top of each other. kind of starting bottom up and I've seen how this helps employees. I've seen how it's helping IT teams. What I haven't personally seen yet, maybe you have and can speak to is like, I haven't seen the executive and the board members. I haven't seen the AI use of taking a lot of this information and rolling it up. Have you started to see that, use cases around that?

Kristin McDonald (12:09.71)
Thank

Kristin McDonald (12:21.774)
I've seen some of it. I think the boots on the ground is really the first place where people go look for AI features because that's where you get the biggest ROI with things like automation and helping employees do their jobs more efficiently. But I think we're definitely starting to see some of that bubble up. AI is fantastic at identifying patterns. So it really can be a useful tool for executives and making those decisions. Yep.

Fred Reynolds (12:48.602)
And one of the quotes is here, ServiceNow IT service management is very advanced in AI feature which helps us intelligently resolve IT issues. And I think we have certainly talked a lot throughout our podcasts and webinars and other things we've done, Chris, about, know, really when you build a foundation of ServiceNow with the CMDB, you start with ServiceMap and when you start building it together, how you start to help, how you start getting into a place where you're starting to be more proactive and preventative. Now with AI, I think it's taken it to a different level because it can compute so fast.

absorb all this information. again, intelligently resolving IT issues. I think, are you starting to see more of that through the use of AI?

Kristin McDonald (13:25.226)
Absolutely. again, ServiceNow really has taken the approach of we know IT, we know what our customers need, we're in communication with our customers, so we're going to just bake it into the platform. So event management is one area where, I mean, you and I know the volumes of data coming in through event management can be insane and overwhelming for teams, for sure. So yeah, with AI's pattern recognition and the ability to correlate data, it's a great use case and it's something that

now has definitely baked into the platform.

Fred Reynolds (13:57.69)
Yeah, I think thinking about the past of where we used to be and what we did and obviously we're not at that company anymore doing that. But I mean, I'll tell you, I would be drooling just to get some of this working because of how much we had to deal with. The thing is, I think the same challenge would exist today as it existed back then when we tried to do some things like spending extra money on getting the CMBB and the foundation correct or trying to top the sea levels about the impacts and the benefit of doing service mapping, right? Those are things you don't see all the time. I think this

Kristin McDonald (14:19.183)
Okay.

Fred Reynolds (14:26.266)
goes down the same lines, because how would you convince your C-levels that, we really need to use the ProPlus packages and use the AI capabilities. And at the same time, it's not going to be out of the box. You have to teach it some of the things you needed to know what to do. the cost benefits, especially for what we used to do, I mean, we had gigabytes of data to try to screen scrape and do things with, and was a very long process through RPA and stuff. This right here, I think, would make it so quick.

Kristin McDonald (14:34.521)
Mm-hmm.

Fred Reynolds (14:55.802)
and showed the ROI fairly quickly. So any thoughts around that?

Kristin McDonald (15:00.695)
Yeah, absolutely. So it certainly can help with that and increase efficiency, reduce the volumes coming in with the correlations and whatnot. But also when you're in an environment where uptime is important, where you've got risk factors if you're down, could be in a healthcare environment, could be in a high security environment or where you're supporting external customers, that uptime is incredibly valuable. So ServiceNow has actually implemented predictive features

in their AIOps tools where it can actually go out and say, okay, every time the server CPU utilization goes above this point, we get an outage. So let's go ahead and be proactive with that, right? And I know a lot of monitoring tools have implemented some of those features as well. So there are more predictive things that we can do today that again, are just baked out of the box now. Yep.

Fred Reynolds (15:51.544)
That's so important, especially with everything that we use and deliver these days is all based on this being uptime. So that's really important. Okay, so let's go to the next section, Authentic AI, Authentic AI turns complexity into simplicity.

Kristin McDonald (15:57.198)
Yep, absolutely.

Kristin McDonald (16:06.287)
Mm-hmm.

Yep, absolutely. So everybody is talking about agentic AI and it's a pretty powerful tool set. ServiceNow does have the ability to create AI agents. We've supported some customers in creating their own AI agents. But actually what we're finding with a lot of customers is that the AI agents that ServiceNow has already built are doing a lot of the things they already want. that is, again, I love their approach to this because they are IT experts and they're taking that expertise and they're

leveraging it in the AI space so customers don't have to go build all of these crazy AI agents. ServiceNow is handling that for them.

Fred Reynolds (16:45.434)
Yeah. And that makes speed the deployment so much quicker. It means that when I say out of the box and there's some things you have to teach them, I for the, for the basic blocking the talent, tackling what people need. I almost look back to just when you go and implement ServiceNow, ITSM and you know, there's, there's the, there's ticket, there's incident and problem and change and people don't always go out the gate with all of those. They kind of start incident and implement change. I think it's the same thing here. Do you have to start understanding where the biggest pain points, where do they need that automation? Where do they need some of that speed and agility?

and then start introducing those agents that way. And today, after three, four years of them really working on that, like you said, they're tacking on more and more of those agents. So really it's pick and choose which ones you wanna do and get it implemented and out quickly.

Kristin McDonald (17:28.119)
Absolutely. And one other thing I really love is that our customers who've been on ServiceNow for some time, they've taken the time to build up their knowledge base. They've got their incidents and problems and they're seem to be established in the platform and it's been there for several years. Now AI is just layering on top of that. You know, if you buy an external chat bot, you have to go train it. You have to build the database systems behind it, the rag based systems behind it. But with ServiceNow, the data is there and they've already linked it into the search features.

to the knowledge capabilities to the workspace views. So you don't have to do all of that under the scenes building to get your chat bot working correctly because you've already got the data there. It's been there. You've got your history built up and you're just turning on those AI features. Yep.

Fred Reynolds (18:14.33)
Now know you've done a lot in different things we've done with clients, especially trying to educate them on different parts of AI. So now we're talking about agentic AI too, but so correct me if I'm wrong, but I've been learning from you for some of the things we've been doing in your consulting efforts. But it talks about here about workflow data fabric and connecting things together. Now for agentic AI, I think that becomes very important because the more information it has available, more things it's consuming, the more connectors, the more integrations you have with ServiceNow.

to build out this framework, I mean, that's extremely important. So I see they do a call out that is connected. How important is that to the AI efforts around energetic AI?

Kristin McDonald (18:48.847)
Oh, it's incredibly important. As you mentioned, the data is important and ServiceNow is even with Workflow Data Fabric extending its access to data beyond the core platform. So it can actually connect with external systems. You don't have to have the data in ServiceNow for it to utilize that. But also I do want to call out just from a technical standpoint and I won't get into the weeds with this, but ServiceNow really is working.

on top of the new industry standards for AI. So what Anthropic is building out with their MCP features some of Google's foundational building blocks for these AI agents. So they really are using industry standards, which is facilitating that ability for agents to integrate and to speak to each other. So I love that they're doing that as well. Yep.

Fred Reynolds (19:36.098)
Okay. That's awesome. Very good. Very good. All right. So let me read out this quote. It's a robust and comprehensive product that excels at streamlining IT operation, enhanced efficiency and assurance, seamless service delivery. So I think that's a great way to kind of sum that up. The reason why we're doing these agents is really to really to, to, to really more efficiently and streamline a lot of the activities and make it a lot quicker for things to get done. Bring awareness to us as well.

Kristin McDonald (20:02.415)
Absolutely.

Fred Reynolds (20:05.428)
I think we just have a couple more sections here. ServiceNow delivers transformation outcomes. So I think this goes section by section, IT leaders, teams, and employees. So maybe we can pick off a couple of these and just speak to them.

Kristin McDonald (20:17.167)
you

Yep, absolutely. So this section, they're bringing in some real time examples of what some of their clients have seen. And we've seen this with some of our clients as well. But for the IT leaders, know, that goes into some of the reporting that we've discussed. You know, they've got Griffith University, who's built that continuous improvement loop there with feedback and insights from their employees. We've talked to customers who are even doing things like sentiment analysis on incoming tickets to see

where they need escalations and things like that. So there's quite a bit that you can actually do with the AI features in ServiceNow for IT leaders. I'm really excited about reporting. don't think, as you mentioned, I don't think we've seen as much of the reporting and pattern recognition that it's capable of, but I'm really excited to see some of that coming. Absolutely.

Fred Reynolds (21:07.534)
Yeah, me too. Glad to see that.

Kristin McDonald (21:11.619)
And then of course we get into the IT teams. So we've got customers like the city of Raleigh that's local to you there.

Fred Reynolds (21:18.17)
There he is.

Kristin McDonald (21:19.371)
Absolutely. And they're using things like summarization, the resolution notes, the knowledge base generation. What I love about that, these are tools that you really just have to turn them on. There's really not a lot of configuration unless you have something custom like custom knowledge base templates. If you want to use just standard knowledge base templates, you literally just turn these features on and they're there and they're available. Now there are other things like the AI agents that it talks about next, which definitely needs some additional configuration

but there's a lot of value you can get just out of box with the platform. Mm-hmm.

Fred Reynolds (21:52.826)
I'll tell you Christian, like the city of Raleigh, I know they've been using the ServiceNow for a long time. I actually met them at a couple of the summits that were here locally, but I've also used their portal. So that's the funny thing is I see that. I've used the portal. They use the portal for many things across the city, from permitting to water issues, anything like that. if you look at the volume at which they're dealing with, it's pretty incredible.

So I mean, for them to be able to use tools like this to actually do case summarizations, mean, this has got to save them a lot of time. Because know, the city funded, city workers, so I know that time is not on their side. So I think it's really neat to see that. And for you, Cache, to think about, because I was thinking when I think a lot about ServiceNow and using that, I I come back from the enterprise and large enterprise companies. So I think about just, you know, the monitoring of the things we did. But going outside of that, a city, I mean, this is very valuable, a town. I mean, they still get lots of requests. So really,

city-state type things is a big deal for being able use this AI within the platform to help create those efficiencies.

Kristin McDonald (22:52.141)
Yeah, absolutely. And I'm really excited for customers who haven't used all of the platform either, who've used some features of it. We actually have a customer right now who they've used quite a bit of incident management and they've got their portal pretty well on lock, but they really don't have a lot of knowledge-based articles. So that's what they're looking to utilize the AI for because they've got their work notes, they've got their incidents, but they need the KB articles. So they're really using it to leverage the data.

they already have to advance and to provide more value and benefit to their end users.

Fred Reynolds (23:28.41)
You know, Chris, and I want to take a moment here too, because I think what I do love about this and so happy years ago I made the transition to do this role. And I know you and I have been working together for years, but the more clients that we work with and we don't just have a normal, we don't just go work with a client and do a project and leave. We're kind of with them. So we've got clients now for, you know, three plus years consistent with this integral probably 15 years consistent. But, but with ours, we're working with them hand by hand, year over year. And we're starting to understand more to your point.

the more clients we pick up, we're seeing them start in some of the same places others are. The lack of knowledge base articles, not that they don't have it, it's just not there. And if it's not there, you're not using it in these things. And then they have plans that they're working on roadmaps where they say, we do that here, we do that here. We really start educating them that you have ServiceNow, you have a workflow engine, you have a way to connect these and utilize these tools. So it really gets to be fun, exciting, you know, week over week to start working different projects and seeing how we really do help the clients in that way.

Kristin McDonald (24:24.469)
Absolutely. And something a lot of customers don't really consider with AI, know, things like knowledge-based articles are kind of the foundation of instructions for your future AI agents. So if you don't have those things in place, you're going to have to get them in place before you really progress with some of that agentic workflow pieces. So being able to use AI to generate the knowledge-based articles that you're missing so that you can continue to use AI is a really interesting.

use case.

Fred Reynolds (24:55.684)
And a very good segue into this next section, which I didn't know was coming up there. So like building the future together, but this really has a, if you guys can see, know, it has an illustration of the one platform ready for anything with AI on top, the industry, the data, the workflow. So really it's really, like you said, they're really doing a good job of building a platform to really instrument these things.

Kristin McDonald (25:18.255)
Yeah, absolutely.

Fred Reynolds (25:21.722)
What else do we have? I think that's really the end of this. So I guess we can kind of summarize a little of this, Christian. So what's the main topics from this blog we want to articulate to our listeners here?

Kristin McDonald (25:37.414)
gosh, there's so much we covered. I just, I think I really want to reiterate.

Fred Reynolds (25:38.871)
You

Kristin McDonald (25:44.011)
that ServiceNow has that spot in the top right of the Gardner quadrant because they know AI and they're building the workflows for you. So you don't have to go in guessing, you don't have to go in taking chances on expensive AI projects that may or may not produce an ROI. ServiceNow has already identified those features and they've built them out and it may require some configuration, but they've done the hard work. Yeah.

Fred Reynolds (25:49.124)
Yes.

Fred Reynolds (26:09.08)
Yeah, and I think I want to go a step beyond this blog was around ITSM and AI with ITSM and now it's to market the market the quadrant leader in ITSM for IT. Well, if you look at all the other leader carders that are out there, mean, ServiceDow has moved into many of those. I think there are probably like nine different market leaders in these spaces. so AI is just going to follow behind that because to Chris's point, they've been invested in each one of these.

The investors, they're making ITSM, AI is the same they're doing in HRSD, know, finances and stuff because they're separate teams in the R &D and they're really pouring into making sure all those workflows are there automatically out of the box, but then also the AI agents to go with it.

Kristin McDonald (26:51.855)
Absolutely. Yep.

Fred Reynolds (26:53.498)
All right, Kristen, well, thank you so much for the time today. I know that we'll keep these coming along. So thank you for everyone listening and we'll talk to you soon.

Kristin McDonald (27:01.327)
you

Thank you.