5 Things Customers Should Take Away from The ServiceNow World Forum

By LaDarius Jackson, VP of ServiceNow Delivery

Organizations are no longer asking whether they should invest in AI. The question today is how to turn AI investments into measurable business outcomes. Across the ServiceNow platform, organizations now have access to AI-powered capabilities that can summarize work, generate content, improve self-service, assist agents, automate processes, and increasingly act through AI agents.

But access to AI and adoption of AI are two very different things.

As the ServiceNow World Forum comes to Chicago on October 6, customers will have an opportunity to see the latest innovations across AI, automation, data, and the ServiceNow platform. The event will undoubtedly generate new ideas about what is possible.

The bigger opportunity, however, is to leave the World Forum with a better understanding of how to turn those possibilities into measurable value.

Here are five things every attendee should look to gain from World Forum Chicago.

1. Define What AI Adoption Actually Means

Turning on an AI capability does not mean it has been adopted. True adoption happens when employees incorporate AI into how they work and consistently find enough value in the experience to continue using it.

That means organizations need to look beyond implementation milestones and begin measuring indicators such as active users, frequency of use, adoption across departments, utilization of specific capabilities, user feedback, and where users abandon or bypass AI-enabled experiences.

ServiceNow provides capabilities for measuring usage and adoption across Now Assist experiences, giving organizations an opportunity to move from assumptions about adoption to actual data.

2. Connect Adoption to Business Outcomes

High utilization alone does not guarantee value. The next level of AI measurement is connecting adoption to an outcome the business cares about.

Depending on the use case, that could mean reducing average resolution time, increasing self-service, improving employee productivity, reducing repetitive work, decreasing cost per interaction, improving customer or employee experience, or allowing teams to spend more time on higher-value activities.

Organizations should establish these outcomes before scaling AI capability.

3. Determine Whether Your Data Is Ready for AI

AI strategy and data strategy are increasingly becoming the same conversation.

ServiceNow World Forum Chicago includes discussions around CMDB and CSDM foundations, Workflow Data Fabric, AI governance, and the data required to support intelligent workflows. These topics matter because AI cannot consistently deliver trusted outcomes when the underlying information is incomplete, fragmented, duplicated, or poorly governed.

4. Identify Two or Three Use Cases People Will Actually Use

The World Forum will expose customers to a significant number of capabilities. The temptation will be to return home with a long list of ideas. A better outcome is to return with two or three.

Look for workflows where AI can solve a recognizable business problem, where users will immediately understand the benefit, and where success can be measured within a reasonable period.

That might be improving employee self-service, helping agents resolve incidents faster, summarizing cases, generating knowledge, accelerating common requests, or introducing AI agents into a well-defined workflow.

The objective should not be to deploy AI everywhere. It should be to identify a few opportunities where the organization can prove adoption, demonstrate value, learn from the experience, and then scale.

5. Leave With an AI Adoption Roadmap

Perhaps the most important outcome from the World Forum should be what happens after October 6.

Customers should leave with more than notes, learnings from demonstrations, and ideas. They should have a clearer path forward for AI adoption—one that addresses key questions around which use cases to prioritize, whether their data is ready, who owns adoption, how employees will be enabled, what governance is needed, how success will be measured, and when an AI capability is ready to scale.

From AI Possibility to Measurable Value

The AI conversation is changing.

For the last several years, much of the discussion has centered on what artificial intelligence could potentially do. The next phase will increasingly focus on what organizations are actually accomplishing with it. That makes adoption one of the most important measures of AI success.

ServiceNow World Forum Chicago provides an opportunity to see where the platform is headed, learn from other organizations, explore new capabilities, and rethink how AI can improve work. But the greatest value may come from returning to your organization with greater clarity about what happens next.

If you are attending ServiceNow World Forum Chicago on October 6, consider setting one goal: Don't leave with just five new AI ideas. Leave knowing which two you are going to pursue, who will use them, how you will measure adoption, and what business outcome you expect them to improve.

Turning AI possibilities into measurable outcomes starts with a clear adoption strategy, trusted data, and the right use cases. Contact SDI Presence to explore how your organization can turn ServiceNow AI capabilities into measurable business value.