Technovation with Peter High (CIO, CTO, CDO, CXO Interviews) Kellie Romack on How ServiceNow Generated $355M in AI Value
9 snips
Mar 12, 2026 Kellie Romack, Chief Digital Information Officer at ServiceNow who runs the company on its own platform, discusses scaling AI to drive measurable value. She describes Customer Zero practices, AI resolving up to 90% of some IT requests, governance and oversight at scale, workforce transformation through automation, and lessons for CIOs seeking ROI from AI investments.
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AI First Touch Cuts IT Tickets And Reallocates Talent
- ServiceNow ran its IT service desk so AI resolved 90% of IT service requests on first touch.
- That shift let the company reassign 85% of service desk staff to higher-value roles and retrain the remaining 15% to manage and partner with AI.
Quantifying AI Value With An AI Control Tower
- ServiceNow tracked $355 million of internal AI value by measuring people, processes, and math behind each use case.
- They use an AI control tower and clear metrics to quantify impact and link automation to business outcomes.
Agents Cut Performance Issue Resolution Time By Half
- AI agents gather diagnostics and customer-context to reduce performance-issue resolution time by 50%.
- The agents pull proprietary customer data and run checks so support engineers get everything needed to fix the ticket faster.
