The ServiceNow World Forum Toronto, held on November 13, 2024, brought together IT leaders, ServiceNow experts, and solution providers to explore the platform’s transformative potential across enterprise-wide workflows. From ITSM and IT Operations to customer service, HR, and risk management, the event served as a hub for innovative ideas and conversations about how organizations can leverage AI to address today’s challenges.
As a Gold Sponsor, Coreio engaged with clients and prospects throughout the conference, sharing insights and conducting an AI survey designed to help attendees uncover the “hidden treasures” in their organizations—those untapped opportunities for efficiency and innovation.
To delve deeper into the key takeaways from the event, we sat down with Gary Collins, Coreio’s Director of Service Delivery. With over 20 years of experience in Financial Services and IT—and more than 15 years working hands-on with the ServiceNow platform—Gary specializes in helping organizations optimize ITIL processes and CMDB to drive operational efficiency. Here, he shares his reflections on the conference, the challenges organizations are facing, and actionable steps for embracing AI effectively.
Q: What were some of the recurring themes and challenges you heard from customers at the World Forum?
Gary: A lot of the conversations circled around the same pain points: IT talent shortages, increasing workloads, and the frustration of manual processes. These are issues everyone seems to be grappling with.
Organizations are under enormous pressure to do more with less—whether that’s handling an explosion of incidents, meeting growing service demands, or dealing with budget constraints. Add to that the lack of AI expertise in many teams, and you have a recipe for stalled progress.
But there’s also a sense of optimism. Many IT leaders recognize the potential of AI to transform these challenges into opportunities. They’re just trying to figure out how to get there.
Q: Speaking of AI, the results of the AI survey we did at the conference were quite interesting. What stood out to you from the results?
Gary: The survey gave us some really interesting insights. Here are a few that caught my attention:
AI Adoption is Growing
About 73% of respondents said they’re already using AI in some capacity. Tools like ChatGPT, Microsoft CoPilot, and ServiceNow Virtual Agent were mentioned frequently. These are being used to streamline everything from service desk workflows to chat-based employee support.
Key Challenges Persist
Despite the growing interest in AI, implementation isn’t smooth sailing for most organizations. The biggest hurdles? Data accuracy, integration issues with existing systems, and—no surprise here—a lack of AI expertise. Only 45% of respondents said they have internal data science or machine learning capabilities. That’s a huge gap.
Strategic Objectives for AI
Over half of the organizations that completed the survey indicated they have plans for AI in 2025. Priorities include automating repetitive tasks, improving incident resolution, and enabling predictive analytics in ITOM. However, 22% of respondents weren’t sure what their specific AI use cases would be, highlighting the need for clearer planning.
Q: With these challenges in mind, what’s the impact on organizations? How are they being affected?
Gary: It’s a mix of frustration and missed potential. Without the right expertise or integrations, many organizations are left with incomplete incident records, stalled remediations, and overwhelmed IT teams. You see agents bogged down with repetitive tasks while larger strategic initiatives take a backseat.
On the flip side, the organizations that do get AI right are seeing major wins—faster resolutions, improved employee experiences, and more time for IT teams to focus on innovation instead of firefighting.
Q: What practical advice would you give to organizations looking to tackle these AI challenges?
Gary: Here are a few steps I recommend:
Start Small, Think Big:
Don’t try to overhaul everything at once. Focus on one or two high-impact use cases—like automating incident management or enabling self-service through virtual agents. These quick wins will build momentum and help you demonstrate ROI.
Upskill Your Teams:
The talent gap is real, but it’s also something organizations can address. Invest in training your existing team on AI and machine learning tools, or partner with vendors who can fill those gaps.
Integrate Smartly:
AI solutions need to work seamlessly with your existing systems to deliver value. This is where platforms like ServiceNow shine—they’re designed to scale with your needs and integrate with your current workflows.
Prioritize Governance:
AI isn’t just a technology challenge; it’s also a cultural and ethical one. Have clear policies in place for how AI is used, monitored, and improved. This builds trust and ensures accountability.
The ServiceNow World Forum Toronto made it clear that AI is no longer a “nice to have”—it’s a critical tool for modern ITSM. While challenges like talent gaps and integration hurdles persist, organizations that take a strategic approach to AI adoption will position themselves for long-term success.
At Coreio, we’re passionate about helping our clients navigate this journey. Whether it’s simplifying asset management, improving IT operations, or addressing risk, we’re here to help organizations turn their IT challenges into operational excellence.