ServiceNow Saudi Summit 2025: Key Insights

The ServiceNow Put AI to Work Summit held at the JW Marriott in Riyadh on Monday, 8th September 2025, marked a pivotal moment for digital transformation in Saudi Arabia. This comprehensive recap provides valuable insights for both job seekers and organisations considering ServiceNow solutions in the Kingdom.

Event Overview and Strategic Focus

The summit brought together over 500 distinguished guests, including representatives from prominent Saudi organisations such as NEOM, SDAIA, and Aramco. The event centred on ServiceNow’s vision of “putting AI to work for people,” showcasing how the platform can drive exponential productivity across business operations.

Saif Mashat, Area Vice President for ServiceNow Saudi Arabia, emphasised the company’s commitment to the Kingdom, stating that their team continues to grow whilst working closely with local and global partners to deliver tangible results that drive the country’s tech ecosystem.

Major Announcements and Platform Innovations

AI Agents and Platform Capabilities

The summit highlighted ServiceNow’s latest AI innovations, particularly the AI Agent platform designed to create “a new digital workforce”.

Key announcements included:

RaptorDB Performance Database: ServiceNow unveiled RaptorDB, their next-generation database designed for speed and scale. This high-performance database improves transaction times by up to 53%, runs analytics and loads dashboards up to 27 times faster, and delivers three times more transactional throughput.

AI Control Tower: A centralised command centre for governing, managing, and securing AI agents, models, and workflows across the enterprise. This solution addresses critical governance challenges in deploying autonomous AI systems.

Enhanced CRM Capabilities: The summit showcased ServiceNow’s AI-powered CRM platform that unifies selling, fulfilment, and service on one platform, enabling businesses to transform from reactive support to proactive customer engagement.

Customer Success Stories

Pure Storage was highlighted as a customer success story, demonstrating how ServiceNow CRM enables them to deliver smarter, proactive, and connected experiences at scale while reducing costs. BT was also mentioned as a customer benefiting from ServiceNow’s AI agents.

Strategic Partnerships and Local Investment

Partnership Ecosystem Expansion

The summit reinforced ServiceNow’s commitment to building a robust partner ecosystem in Saudi Arabia. Two significant partnerships were highlighted:

Solutions by STC Partnership: This collaboration focuses on delivering AI solutions and services to organisations across Saudi Arabia, transforming business outcomes by infusing AI intelligence across every business process.

Customizo Partnership: The global systems integrator has expanded into Saudi Arabia as a strategic consulting and implementation partner, bringing decades of expertise to power regional innovation with a strong commitment to localising services.

Investment and Infrastructure Development

ServiceNow’s presence in Saudi Arabia builds upon its substantial $500 million investment in the Kingdom announced previously. Key infrastructure developments include:

Regional Data Centres: ServiceNow confirmed plans to launch data centres in Saudi Arabia by 2026, which will meet the country’s data residency and high-speed latency standards whilst adhering to strict data privacy frameworks.

Arabic Platform Support: The Now Platform is now available in Arabic, providing end-users with a comprehensive mobile experience, from customer and employee interactions to IT support and risk management.

Opportunities for Candidates

Growing Demand for ServiceNow Skills

The Saudi market presents tremendous opportunities for ServiceNow professionals. Industry analysis reveals:

High Demand, Limited Supply: There is significant demand for ServiceNow experts but a shortage of qualified professionals in the Middle East, particularly in Saudi Arabia. Professionals with certifications and practical experience can command premium positions.

Key Skill Areas: The most sought-after expertise includes:

• IT Operations Management (ITOM)

• Strategic Portfolio Management (SPM)

• Governance, Risk, and Compliance (GRC)

• Integrated Risk Management (IRM)

• Arabic-speaking capabilities (highly valued)

Career Growth Trajectory: ServiceNow’s expanding presence in the Kingdom, including its growing Riyadh team and upcoming data centres, creates substantial career advancement opportunities.

Client Value Propositions

Digital Transformation Acceleration

The summit demonstrated how ServiceNow’s AI platform enables organisations to:

Operational Excellence: Companies implementing ServiceNow solutions have achieved 40-60% reduction in resolution times, 30% reduction in ticket volume through intelligent self-service, and 20-25% reduction in operational costs.

Scalability and Performance: With RaptorDB, organisations can handle billions of complex transactions supporting both operational and analytical workloads in real-time.

Unified Platform Benefits: Unlike traditional fragmented systems, ServiceNow provides one platform for end-to-end business transformation, eliminating inefficiencies tied together by spreadsheets and human middleware.

Industry-Specific Solutions

ServiceNow showcased tailored solutions for key Saudi sectors:

• Financial services with Now Assist for Financial Service Operations

• Healthcare with unified patient support operations

• Telecommunications with network inventory and performance management

• Public sector digital services aligned with Vision 2030 objectives

Compliance and Governance

The platform addresses critical Saudi requirements, including:

• Data residency compliance through local data centres

• Arabic language support for local workforce integration

• Robust security and privacy frameworks meeting regional standards

Vision 2030 Alignment

The summit reinforced ServiceNow’s role in supporting Saudi Vision 2030. H.E. Eng. Abdullah Alswaha, Minister of Communications and Information Technology, highlighted the Kingdom’s strengthened position as a leader in digital transformation through partnerships with global leaders like ServiceNow.

ServiceNow’s AI-integrated solutions are fundamentally transforming the enterprise software industry across businesses in the Kingdom, contributing to the ambitious goals of creating a global innovation hub.

Future Outlook

The ServiceNow Saudi Summit 2025 clearly demonstrated that the Kingdom is no longer just catching up in technology but is leading transformation initiatives. With ServiceNow’s continued investment, expanding partner ecosystem, and commitment to local talent development, the platform offers substantial opportunities for both career advancement and business transformation.

The combination of AI-powered automation, robust governance capabilities, and local infrastructure positions ServiceNow as a strategic partner for organisations embarking on their digital transformation journeys in Saudi Arabia. For professionals in the ServiceNow ecosystem, the Kingdom presents an exciting frontier with significant growth potential and competitive opportunities.

The summit’s focus on practical AI implementation, customer success stories, and strategic partnerships provides a clear roadmap for how ServiceNow will continue to “put AI to work” in supporting Saudi Arabia’s ambitious technological transformation goals.

ServiceNow Knowledge 2025 Recap: AI, Automation, and the Future of Work

ServiceNow Knowledge 2025 delivered a wave of innovation, practical AI solutions, and new platform capabilities that are already shaping the future of digital transformation, workflow automation, and customer experience. Here’s a comprehensive recap of the top announcements and trends from this year’s event- essential reading for anyone searching for the latest on ServiceNow AI, enterprise automation, and next-generation CRM.

ServiceNow AI Platform: Unified Intelligence for Enterprise Transformation

A headline announcement was the launch of the reimagined ServiceNow AI Platform. Designed for the agentic and open era, this platform brings together any AI, any agent, and any workflow on a single foundation. Organisations can now unify intelligence, data, and orchestration across all business functions, moving from fragmented pilots to enterprise-scale AI execution.

• AI Control Tower: This central command centre allows businesses to govern, manage, and secure every AI agent, model, and workflow in one place. It streamlines AI operations and ensures seamless, responsible integration into enterprise strategies, helping organisations realise the full value of their AI investments

• AI Agent Fabric: ServiceNow’s new AI Agent Fabric enables agent-to-agent and multi-model communication, making it easier for AI systems and tools to collaborate and automate complex, cross-platform workflows

• Workflow Data Network: By uniting data platforms, applications, and open-source tools, this network eliminates silos and delivers real-time intelligence to power AI-driven workflows and decision-making

AI-Powered CRM: Redefining Customer Experience

ServiceNow unveiled a next-generation, AI-powered CRM platform designed to unify sales, fulfilment, and service. This CRM orchestrates work across departments, enabling fast, seamless experiences throughout the customer lifecycle. New AI agents can now autonomously complete tasks, scale contact centres, and deliver true self-service-transforming how organisations approach customer engagement and retention.

• Personalised and proactive experiences across the entire customer journey

• End-to-end automation that reduces manual effort and improves productivity

• Integration with existing systems to break down barriers between teams and data

Core Business Suite: Transforming Essential Functions

The new Core Business Suite, powered by AI, connects employees, suppliers, systems, and data in one place. It streamlines HR, procurement, finance, facilities, and legal processes, driving efficiency and faster time to value for organisations of all sizes. The Finance Case Management solution, for example, uses AI-driven workflows to automate requests and eliminate manual work across back-office teams.

• Accelerated digital transformation across business operations

• Improved service experiences and reduced operational costs

• Scalable for enterprises and fast-growing businesses alike

Deeper Integrations and Strategic Partnerships

Knowledge 2025 also featured expanded integrations with leading technology partners, including Microsoft, NVIDIA, Google Cloud, Oracle, Accenture, Adobe, Cisco, and Zoom. These partnerships enable seamless workflows, improved data orchestration, and faster business outcomes for global enterprises.

Autonomous IT and Enhanced Employee Experience

ServiceNow continues to drive the shift from IT support to IT strategy with autonomous operations powered by AI. Solutions like Lenovo’s Care of One, deeply integrated with ServiceNow, showcased how automation and personalisation can modernise IT operations, reduce onboarding time, and deliver better employee experiences.

• Real-time case deflection and reduced manual workloads

• Hyper-personalised support for employees worldwide

• Measurable improvements in efficiency and satisfaction

The Takeaway: ServiceNow Leads the AI-Driven Enterprise Revolution

Knowledge 2025 confirmed ServiceNow’s position as a leader in enterprise AI, automation, and digital workflow transformation. The new platform capabilities, AI-powered CRM, and Core Business Suite are set to help organisations:

• Accelerate digital transformation and workflow automation

• Improve customer experiences and retention

• Optimise core business functions with AI-driven insights

• Strengthen IT operations and employee engagement

Why ServiceNow Knowledge 2025 Matters to You: Candidates and Clients

ServiceNow Knowledge 2025 brings exciting opportunities for both candidates and clients in the ServiceNow ecosystem. For candidates, the event’s focus on AI-driven automation, next-generation CRM, and the launch of ServiceNow University means there is a growing demand for skilled professionals who can navigate these new technologies and lead digital transformation projects. Upskilling through tailored learning paths and certifications is now more important than ever to stay competitive in the evolving job market.

For clients, Knowledge 2025 highlights how ServiceNow’s expanded AI capabilities and integrated workflows can drive efficiency, improve customer experience, and enhance security across business functions. Finding the right talent with expertise in these cutting-edge ServiceNow solutions is critical to maximising the platform’s value and accelerating business outcomes.

If you are a ServiceNow professional looking to advance your career or a company seeking top-tier ServiceNow talent, we can help. Get in touch with us today to explore the latest job opportunities or to find skilled candidates tailored to your business needs. Together, we can unlock the full potential of ServiceNow for your organisation.

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ServiceNow Knowledge 2025: Tips for Getting the Most Out of the Event Without Attending

ServiceNow Knowledge 2025, scheduled for May 6-8, 2025, at The Venetian Resort in Las Vegas, promises to be a landmark event for the ServiceNow community. Being marketed as “The AI event of 2025,” it will focus on digital transformation, workflow automation, and AI implementation across businesses. While attending in person offers unique benefits, those unable to make the trip can still extract tremendous value from this event with the right approach. This guide outlines strategies to maximise your virtual participation in Knowledge 2025, ensuring you don’t miss out on the latest innovations, insights, and networking opportunities.

What to Expect from Knowledge 2025

Knowledge 2025 brings together ServiceNow professionals, developers, business leaders, and enthusiasts from around the globe. The agenda is packed with:

• Keynote sessions: Insights from ServiceNow executives, industry leaders, and special guests on the future of digital transformation and AI-powered workflows.

• Hands-on labs: Interactive sessions designed to help you deepen your technical skills and explore new features under expert guidance.

• Breakout sessions: Covering a wide range of topics, from IT service management and HR to customer service and cross-platform integrations.

• Networking opportunities: Even virtually, there are ways to connect with peers, experts, and partners to exchange ideas and build your professional network.

Key themes for this year include the integration of generative AI (such as Now Assist), cross-platform workflow automation, scalable governance, and the expansion of ServiceNow’s CRM capabilities.

Strategies for Virtual Participants

1. Plan Your Agenda in Advance

Review the published agenda and prioritise sessions that align with your professional interests or organisational goals. Many sessions are recorded, so you can catch up later if you have scheduling conflicts.

2. Engage with Keynotes and Live Streams

ServiceNow typically offers livestreams of major keynotes and selected sessions. Block out time to watch these live, as they provide the latest announcements and strategic direction from ServiceNow leadership.

3. Take Advantage of On-Demand Content

Most breakout sessions and labs are made available on demand after the event. Create a shortlist of must-watch sessions and set aside time post-event to work through them at your own pace.

4. Participate in the Community

Join ServiceNow user groups and participate in online forums before, during, and after the event. These communities are invaluable for sharing insights, discussing new features, and networking with peers globally.

5. Follow Social Media and Event Hashtags

Monitor the official event hashtag (such as #Knowledge25) on LinkedIn for real-time updates, session highlights, and discussions. Many attendees and ServiceNow experts share their key takeaways and resources in real time.

6. Connect with Partners and Experts

Many ServiceNow partners and sponsors host virtual booths, webinars, or Q&A sessions alongside the main event. Take advantage of these to ask questions, see product demos, and learn about the latest ecosystem innovations.

7. Organise a Virtual Debrief

After the event, summarise your key learnings and share them with your team. Consider hosting a virtual lunch-and-learn or roundtable to discuss how new insights can be applied within your organisation.

Key Takeaways for Remote Attendees

• Stay proactive: Register for updates and check the official ServiceNow Knowledge website for the latest on virtual access and session availability.

• Leverage community resources: User groups, forums, and social media can fill the gap left by not being physically present.

• Focus on actionable insights: Prioritise sessions and labs that offer practical knowledge you can implement in your role or organisation.

• Build your network: Engage with other virtual attendees, speakers, and partners to expand your professional connections.

Conclusion

While attending ServiceNow Knowledge 2025 in person offers a unique experience, virtual participants can still access a wealth of knowledge, inspiration, and networking opportunities with the right approach. By planning, engaging actively online, and sharing your learnings, you can ensure you and your organisation benefit fully from the event’s innovations matter where you are.

Stay connected with the ServiceNow community and keep an eye out for further updates on virtual participation options as the event approaches.

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How to Prepare for ServiceNow Knowledge 2025: Expert Tips for Attendees 

ServiceNow Knowledge 2025 is just around the corner, and whether you’re a first-timer or a seasoned attendee, preparing well can make all the difference to your experience. This blog will guide you on organising yourself, maximising your learning, and getting the most from this premier event.

1. Plan Your Schedule Early

• Register and book sessions as soon as possible. Popular sessions fill up quickly, so secure your spot early to avoid disappointment.

• Review the event agenda and identify key sessions that align with your role and goals. Whether you’re a developer, tech leader, or business user, tailor your schedule to focus on relevant tracks and topics.

• Consider attending the Pre-Conference Training day on May 5th, which offers customised sessions and certification vouchers to boost your skills before the main event.

2. Set Clear Learning Objectives

• Define what you want to achieve: Is it certification, networking, or mastering new features like GenAI and platform administration?

• Focus on trending topics such as CMDB, CSDM, AI integration, and workflow automation to stay ahead in the evolving ServiceNow ecosystem.

3. Organise Your Logistics

• Prepare your travel and accommodation early to avoid last-minute stress

• Pack essentials, including your device chargers, business cards, and comfortable shoes for walking between sessions

• Familiarise yourself with the venue layout and event app to navigate efficiently

4. Network Strategically

• Use your ServiceNow representative to connect with peers in your industry before and during the event

• Attend networking sessions, parties, and developer meetups to build relationships that extend beyond the conference

• Engage actively in community forums and social media to enhance your presence and learn from others

5. Maximise Your Event Experience

• Take notes during sessions and collect resources for later reference

• Participate in hands-on labs and workshops to deepen your understanding

• Avoid common pitfalls such as overbooking your schedule; leave time for breaks and spontaneous learning opportunities

6. Post-Event Follow-Up

• Review your notes and share key insights with your team to maximise organisational impact

• Reach out to new contacts and continue conversations to build your professional network

• Plan how to apply new knowledge and certifications to your projects and career development

By following these tips, you’ll be well-prepared to make the most of ServiceNow Knowledge 2025, gaining valuable skills and connections that will benefit your career worldwide.

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How to Nail Your Presentation at ServiceNow Knowledge 2025: A Guide for Success

ServiceNow Knowledge 2025 is one of the most anticipated events in the tech industry, offering a platform for professionals to share insights, learn from peers, and showcase innovations. If you’re preparing to present at this event, this guide will help you deliver a compelling and impactful presentation.

How to Nail Your Presentation at ServiceNow Knowledge 2025: A Guide for Success

ServiceNow Knowledge 2025 is centred around innovation, collaboration, and digital transformation. Key themes include artificial intelligence integration, workflow automation, and strategies for organisational change. Tailor your presentation to align with these themes to ensure relevance and engagement.

Craft a Compelling Story

A successful presentation starts with a strong narrative. Focus on these elements:

• Your Story: Share real-world experiences where ServiceNow solutions made a significant impact. Highlight challenges, solutions, and measurable outcomes.

• Industry Trends: Discuss how your work aligns with current trends such as AI-powered workflows or digital transformation.

• Lessons Learned: Be honest about struggles and successes—audiences appreciate authenticity.

Plan Your Content Strategically

When planning your session:

1. Identify Your Audience: Tailor your message to developers, IT leaders, or business strategists based on the session type.

2. Highlight Innovation: Showcase unique use cases of ServiceNow products or solutions that attendees can apply in their organisations.

3. Engage with Visuals: Use charts, videos, or live demos to make your presentation visually appealing and interactive.

Leverage Pre-Conference Opportunities

Take advantage of pre-conference training on 5th May to refine your skills or gain certifications through ServiceNow University. This can add credibility to your presentation and boost your confidence.

Avoid Common Pitfalls

Even seasoned presenters can fall into traps. Here’s how to avoid them:

• Overloading Slides: Keep slides clean and concise—focus on key points rather than overwhelming details.

• Neglecting Rehearsals: Practice extensively to ensure smooth delivery and timing.

• Ignoring Audience Interaction: Plan moments for Q&A or interactive discussions to keep attendees engaged.

Maximise Networking Opportunities

Knowledge 2025 is not just about presenting; it’s about connecting. Use these tips:

• Attend breakout sessions and hands-on labs to meet peers and exchange ideas.

• Explore new tools and network with industry leaders.

Post-Presentation Follow-Up

After your session:

• Share contact information or resources for attendees who want to learn more.

• Participate in discussions or forums related to your topic to maintain engagement.

• Capitalise on connections made during the event by following up via email or LinkedIn.

Final Tips for Success

• Be Authentic: Speak from experience and let your passion shine through.

• Focus on Value: Ensure attendees leave with actionable insights they can implement immediately.

• Stay Updated: Familiarise yourself with trending topics at Knowledge 2025, such as AI integration and workflow automation.

By following these steps, you’ll be well-prepared to deliver a standout presentation at ServiceNow Knowledge 2025. Remember, this is your chance to inspire others while showcasing your expertise—own the stage!

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The ServiceNow Talent Crisis: Global Challenges and Strategic Responses

The Growing Demand for ServiceNow Professionals

The demand for ServiceNow-certified professionals has surged as organisations increasingly rely on the platform for workflow automation, IT service management (ITSM), AI-driven operations, and digital transformation.

According to recent reports, 85% of Fortune 500 companies use ServiceNow, highlighting its critical role in digital transformation efforts.

As ServiceNow expands its capabilities into AIOps, HR service delivery (HRSD), customer workflows, and industry-specific solutions, the need for skilled developers, architects, business analysts, and consultants continues to grow. However, the supply of experienced professionals is failing to keep pace with demand, creating a global talent shortage.

Challenges in Meeting Demand

Despite the high demand, organisations face significant challenges in sourcing qualified ServiceNow professionals:

Skills Gap

A key issue is the skills gap between workforce capabilities and industry needs. While IT professionals express interest in ServiceNow careers, employers struggle to find job-ready candidates.

• 90% of organisations will face digital skills shortages by 2025, potentially leading to $6.5 trillion in losses due to delayed product launches and reduced customer satisfaction.
• 51% of hiring managers cite difficulties in finding ServiceNow specialists who can contribute immediately to complex implementations.

Certification vs Practical Experience

While ServiceNow provides multiple certification pathways, certification alone does not always equate to hands-on expertise.

• Over 300,000 professionals hold a ServiceNow certification, yet a significant proportion lack real-world experience in enterprise-scale implementations.
• Employers now prioritise candidates with practical experience over certifications, making it harder for newly certified professionals to secure roles.

Addressing this issue requires structured mentoring, apprenticeships, and employer-led training programmes.

Impact on Organisations

The shortage of skilled ServiceNow professionals has several knock-on effects:

• Project Delays: Organisations experience slower implementation timelines, affecting digital transformation goals.
• Increased Costs: The scarcity of talent has led to higher salaries and contracting fees, putting pressure on IT budgets.
• Service Delivery Challenges: A lack of available professionals hinders workflow automation and efficiency, leading to delays in service delivery and customer dissatisfaction.

Initiatives to Bridge the Talent Gap

To tackle these challenges, ServiceNow and its partners have launched several initiatives:

RiseUp with ServiceNow

Launched in 2022, this global programme aimed to train one million individuals in ServiceNow skills by 2022. It provides free digital training pathways for job seekers from non-traditional tech backgrounds and helps businesses upskill existing employees rather than relying solely on external hiring.

ServiceNow University

Building on the success of RiseUp, ServiceNow University now offers over 600 free courses and 18 job-related certification pathways. This initiative enables professionals to gain practical expertise, bridging the gap between certification and enterprise-level experience.

Conclusion

The ServiceNow talent shortage is not just a hiring challenge—it is a systemic workforce development issue. As demand for skilled professionals continues to rise, organisations must shift from reactive recruitment to proactive skills development. Prioritising internal upskilling through AI-powered learning modules, mentorship programmes, and structured apprenticeships can help bridge the experience gap. Diversifying talent pipelines by partnering with universities and training providers will attract fresh talent, while embracing AI-driven automation can reduce reliance on manual workflows and free up specialists for strategic projects. Additionally, businesses must globalise their talent strategies by blending nearshore and offshore teams to balance cost, quality, and availability.

However, even with these efforts, securing top-tier ServiceNow professionals remains a challenge, making it essential to partner with a specialised ServiceNow recruiter like Linking Humans. With deep industry expertise and an extensive network of certified ServiceNow professionals, Linking Humans connects businesses with the right talent—whether for permanent, contract, or freelance roles—ensuring organisations can implement and scale their ServiceNow solutions efficiently. By combining internal workforce strategies with the expertise of a dedicated recruitment partner, organisations can future-proof their ServiceNow capabilities and maintain a competitive edge in the evolving digital landscape.

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Elevating Women in ServiceNow: Pioneers Driving Global Digital Transformation

As we commemorate International Women’s Day 2025, the ServiceNow ecosystem exemplifies how diverse leadership accelerates technological innovation and equitable growth. This blog highlights visionary women shaping enterprise digital strategies while advancing gender parity—from platform architects to C-suite executives. Their stories reveal how intentional mentorship, cross-functional collaboration, and ecosystem partnerships create pathways for women in ServiceNow.

Rasha Moursy: Breaking Barriers in ServiceNow and Beyond

At the helm of Customizo, Rasha Moursy has transformed the Premier ServiceNow Partner into a hub for cross-industry innovation. As Managing Partner, she leverages her ITIL expertise and Scrum Master experience to deliver exceptional value through intelligent ServiceNow solutions

Moursy firmly believes that “digital transformation is about more than just technology—it’s about people, ambition, and unlocking potential.” This philosophy drives Customizo’s expansion, particularly in regions like Saudi Arabia, where they collaborate with ServiceNow to support businesses in achieving their digital goals.

Her impact has not gone unnoticed—Moursy was recently named a finalist in the Journey Awards 2024, a testament to her influence and dedication as a leader in the ServiceNow industry.

Leah Smith: Driving Operational Excellence at FlyForm

At FlyForm, Leah Smith has played a pivotal role in driving operational excellence and strategic growth as Chief of Staff. With a background in ServiceNow sales and delivery, she leverages her expertise to streamline internal processes, enhance collaboration, and support FlyForm’s leadership in delivering top-tier ServiceNow solutions.

Smith believes in the power of innovation and teamwork to drive meaningful change, both within FlyForm and across the ServiceNow ecosystem. Her passion extends beyond business, actively engaging in social impact initiatives, including partnerships with the Royal National Institute of Blind People (RNIB).

A driven leader and advocate for workplace excellence, Smith plays a key role in shaping FlyForm’s future, reinforcing its position as a top-tier Elite ServiceNow Partner.

Nerys Mutlow: Scaling ServiceNow Adoption Through Strategic Leadership

As Accenture’s Managing Director leading the UK&I ServiceNow Business Group, Nerys Mutlow oversees one of Europe’s largest ServiceNow practices. Her journey from enterprise architecture to executive leadership mirrors ServiceNow’s evolution from IT service management to enterprise workflow platform.

In a Women in ServiceNow podcast, Mutlow emphasised “the criticality of continuous learning in maintaining platform relevance.” She advocates for mentorship programs that pair emerging talent with seasoned practitioners, noting that “ServiceNow’s community-driven ethos creates unparalleled opportunities for collaborative growth.”  Under her guidance, Accenture has developed accelerator solutions that reduce time-to-value for CSM and HR Service Delivery implementations by 40%.

Jenny Lister: Driving Enterprise Transformation at Fujitsu

Jenny Lister’s transition from Fujitsu Graduate Trainee to Head of UK ServiceNow Practice exemplifies career growth within the ecosystem.

She leads a 90-member team focused on delivering ServiceNow-driven digital transformation at Fujitsu UK. With a background in IT consulting and project management, she is dedicated to creating inclusive and high-performing work environments where employees can thrive.

Gina Mastantuono: Redefining Corporate Leadership at ServiceNow

As ServiceNow’s President and Chief Financial Officer, Gina Mastantuono has played a pivotal role in the company’s rapid growth and success.

Mastantuono’s leadership extends beyond traditional CFO responsibilities. She spearheads ServiceNow’s global impact strategy, focusing on environmental, social, and governance (ESG) initiatives across the enterprise. This approach aligns with her belief that success means having a positive impact not just on  “customers and employees, but on society at large.”  Under Mastantuono’s financial stewardship, ServiceNow has seen remarkable growth, surpassing $10 billion in annual revenue.

Her commitment to diversity and inclusion is evident in her career journey and current role. Mastantuono has been recognised for her achievements, being named CFO of the Year by the San Francisco Business Times in September 2023 and listed on the National Diversity Council’s Top 50 Most Powerful Women in Technology.

Charlotte Kirby: Advocacy for Equitable Tech Ecosystems

Charlotte Kirby, ServiceNow’s Global Head of External Affairs, builds partnerships to drive change. Recognised as one of the most influential women in technology, she advocates for responsible business practices and societal impact through technology, supporting ServiceNow’s mission to positively affect communities.

Cathy Mauzaize: Championing Diversity and Digital Transformation

As Vice President of Middle East and Africa (MEA) at ServiceNow, Cathy Mauzaize drives regional growth while championing diversity. She emphasises that digital transformation is a “business output discussion” focused on delivering value.

Mauzaize actively promotes women in tech, advocating for a flexible, inclusive environment. She states, “as a woman, my goal is to make sure we get this message across louder than ever before.” Through public speaking and ServiceNow’s initiatives, she strives to expand the talent pool and ensure equal respect, fostering innovation and progress in the MEA region.

Heather Stockton: Deloitte’s Blueprint for Intersectional Inclusion

Deloitte Global’s Technology & Transformation Lead Heather Stockton co-architected the Five Accelerators for Gender Equity framework with ServiceNow.

Against the backdrop of ServiceNow’s Knowledge 2024 conference in Las Vegas, Deloitte Global hosted a powerful gathering of female technology leaders from client companies and ServiceNow. This event aimed to connect, recharge, and chart a path toward advancing gender equity across the technology industry.

During the session, participants identified five key strategies organisations can implement to harness the power of female leadership in technology. These strategies focused on fostering mentorship opportunities, creating inclusive work environments, and promoting equitable access to leadership roles.

Lauren McManamon: Advocating Innovation Through Developer Advocacy

As a Senior Developer Advocate at ServiceNow, Lauren McManamon champions platform innovation and community engagement. She began her ServiceNow journey as a customer in 2015 and joined the company in 2017. McManamon is known for her expertise in low-code development and her role in promoting the ServiceNow Developer Program.

McManamon emphasises the importance of “being your authentic self” in the workplace, which she believes opens up career opportunities. Her advice to newcomers includes leveraging networking opportunities at events like the ServiceNow World Forum to connect with peers and industry leaders.

Celebrating Women Driving ServiceNow’s Future

The remarkable women shaping the ServiceNow ecosystem exemplify how diversity fuels innovation, leadership, and digital transformation. From C-suite executives to technical experts, these leaders are not only advancing the ServiceNow platform but also advocating for greater inclusion, mentorship, and equity within the tech industry.

Their collective impact—whether through strategic partnerships, community-driven mentorship, or technical innovation—reinforces the importance of women’s voices in shaping the future of enterprise technology. As ServiceNow continues to evolve, the contributions of these trailblazers will inspire the next generation of women in tech to push boundaries, challenge norms, and lead with confidence.

This International Women’s Day 2025, let’s celebrate their achievements and continue fostering an inclusive and diverse tech ecosystem—one where every woman has the opportunity to thrive, innovate, and lead.

Here at Linking Humans, we have been helping companies deliver permanent and freelance experts to ServiceNow partners and End Users across the UK, Europe, the Middle East and North America. We take pride in providing the best possible people to take your business forward. We’re also dedicated to supporting candidates and helping them find the perfect roles to advance their careers.

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Key Takeaways from the ServiceNow Sales Kickoff 2025

The ServiceNow Sales Kickoff 2025 (SKO25) was a defining event that set the direction for the future of AI-driven enterprise solutions. Following the event, ServiceNow has rolled out new features and updates that reinforce its vision for AI-powered business transformation. Here’s what has been announced since the event:

1. AI Agent Studio Enhancements

ServiceNow has expanded the capabilities of AI Agent Studio, allowing businesses to create more sophisticated, industry-specific AI agents. These enhancements improve the ability of AI agents to understand contextual workflows, automate decision-making, and provide personalised user experiences across industries like finance, healthcare, and retail.

2. AI Control Tower Now Live

The much-anticipated AI Control Tower has been officially launched, providing enterprises with real-time governance, monitoring, and orchestration of AI agents. This centralised dashboard ensures compliance, security, and efficiency in AI-driven automation, making it easier for organisations to scale AI use cases with confidence.

3. ServiceNow Expands CRM Capabilities

In a bold move beyond IT service management (ITSM), ServiceNow has further solidified its presence in the Customer Relationship Management (CRM) space. New updates focus on integrating AI-driven insights within customer workflows, automating service operations, and improving engagement strategies to deliver seamless customer experiences.

4. Workflow Data Fabric Enhancements

The newly released updates to Workflow Data Fabric allow for more efficient real-time data streaming and integration across platforms, enabling businesses to eliminate data silos. These improvements help organisations make faster, data-driven decisions, ultimately enhancing agility and productivity.

5. GenAI-Powered Risk and Security Solutions

ServiceNow has introduced AI-powered cybersecurity and risk management features, leveraging GenAI to detect potential threats, assess security risks, and automate compliance workflows. These solutions offer enterprises a proactive approach to cybersecurity, reducing the manual effort required for threat response and governance.

6. AI-Driven Employee and IT Workflows

Recent updates to Employee Experience GenAI and ServiceOps GenAI provide organisations with intelligent automation tools to streamline HR, IT, and operational workflows. These AI-driven enhancements allow for predictive issue resolution, optimised service delivery, and improved employee satisfaction.

7. Strengthened Cloud and Data Partnerships

ServiceNow has reinforced its collaborations with industry leaders like NVIDIA, Snowflake, Google Cloud, and Databricks, ensuring that its AI and workflow automation tools integrate seamlessly with leading cloud and data platforms. This strengthens enterprise-wide automation, making digital transformation even more efficient.

Looking Ahead: The Road to Knowledge 2025

With Knowledge 2025 approaching, ServiceNow’s latest updates underscore its commitment to AI-driven transformation across industries. Businesses that leverage these innovations will gain a competitive advantage, achieving greater efficiency, intelligence, and scalability.

If you’re looking to explore how these new ServiceNow features can impact your business, now is the time to dive into the latest ServiceNow AI innovations and take full advantage of AI-powered automation.

Here at Linking Humans, we have been helping companies deliver permanent and freelance experts to ServiceNow partners and End Users across the UK, Europe, the Middle East and North America. We take pride in providing the best possible people to take your business forward. We’re also dedicated to supporting candidates and helping them find the perfect roles to advance their careers.

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Everything You Need to Know About the ServiceNow Sales Kickoff 2025

What Is the ServiceNow Sales Kickoff?

The ServiceNow Sales Kickoff (SKO) is an annual event designed to energise, inform, and align ServiceNow professionals, partners, and sales teams. This event provides an opportunity to:

• Celebrate achievements: Recognise the success of the past year.
• Set goals: Establish the focus and priorities for 2025.
• Gain insights: Learn about ServiceNow’s latest innovations, product updates, and strategies for growth.
• Network: Connect with fellow ServiceNow professionals, partners, and leaders to exchange ideas and expand your network.

When and Where Is the ServiceNow Sales Kickoff 2025?

The ServiceNow Sales Kickoff 2025 will take place from Tuesday, 21st January to Thursday, 23rd January 2025. The event will be held at the MGM Grand in Las Vegas, Nevada. This event offers three days of immersive engagement with global peers, featuring a variety of keynotes, networking opportunities, and skill-building sessions.

What to Expect at the Sales Kickoff 2025

The agenda is packed with exciting opportunities to learn, network, and grow:

• Keynotes: Hear from ServiceNow executives, including Bill McDermott (Chairman & CEO) and Paul Smith (President, Global Customer and Field Operations), as they set the stage for putting AI to work in 2025.
• Sales Enablement: Participate in immersive simulations to tackle real-world challenges, champion AI, and deliver customer value.
• Partner Brilliance Bar: Connect with ServiceNow experts for personalised consultations and solutions.
• Networking Events: Build valuable connections with peers and strategic partners throughout the event.
• Role-Based Keynotes: Gain tailored insights specific to your role and objectives.

Highlights of the Agenda

Tuesday, 21st January 2025

• 11:00 AM – 12:30 PM: Partner Brilliance Bar
• 12:00 PM – 1:00 PM: Lunch
• 1:00 PM – 2:30 PM: Partner Kickoff Keynote
• 1:00 PM – 3:00 PM: Tech Summit
• 3:00 PM – 5:00 PM: Partner Breakout Sessions
• 4:00 PM – 5:30 PM: SKO Leadership Summit
• 6:00 PM – 9:00 PM: Welcome Reception

Wednesday, 22nd January 2025

• 6:30 AM – 9:00 AM: Breakfast
• 7:00 AM – 8:30 AM: Partner Brilliance Bar
• 9:00 AM – 10:30 AM: Opening Keynote with Paul Smith
• 11:00 AM – 1:30 PM: Partner Brilliance Bar
• 11:30 AM – 2:00 PM: Lunch
• 11:00 AM – 12:00 PM: Role-Based Keynotes
• 12:30 AM – 1:30 PM: Role-Based Keynotes
• 2:00 PM – 6:30 PM: NowWin Team Selling Simulation
• 7:00 PM – 10:00 PM: ‘I Did It My Way’ Evening

Thursday, 23rd January 2025

• 6:30 AM – 8:00 AM: Breakfast
• 7:00 AM – 8:30 AM: Partner Brilliance Bar
• 9:00 AM – 10:30 AM: Closing Keynote with Bill McDermott
• 11:00 AM – 12:30 PM: Lunch
• 11:00 AM – 11:30 AM: Selling Solutions
• 11:00 AM – 2:00 PM: Partner Brilliance Bar
• 11:45 AM – 12:15 PM: Selling Solutions
• 12:30 PM – 1:00 PM: Selling Solutions
• 1:15 PM – 1:45 PM: Selling Solutions
• 2:15 PM – 3:45 PM: GEO Meetings
• 1:00 PM – 5:00 PM: NOW on NOW Symposium
• 2:00 PM – 5:30 PM: Partner Meetings
• 4:15 PM – 5:45 PM: Area Action Planning Meetings
• 5:45 PM – 7:15 PM: Final Night Celebration
• 7:15 PM – 9:15 PM: Final Night Concert

Why Should You Know About the ServiceNow Sales Kickoff 2025?

Even if you’re not attending the SKO, knowing its significance and the insights it generates is important. Here’s why:

• Stay ahead of the curve: Follow updates and announcements about ServiceNow’s product roadmap and strategic priorities.
• Learn from the best: Access keynotes, summaries, and shared resources from those who attend.
• Enhance your knowledge: Understand the trends and focus areas shaping the ServiceNow ecosystem in 2025.

Tips for Making the Most of SKO Insights

• Stay Informed: Follow official ServiceNow channels and updates shared by attendees.
• Engage with Content: Read recaps, watch videos, and join discussions to absorb key takeaways.
• Apply What You Learn: Leverage the insights to align your goals and strategies for 2025.
• Connect with Peers: Reach out to colleagues or partners who attended for additional perspectives.

Final Thoughts

The ServiceNow Sales Kickoff 2025 is more than just an event—it’s an opportunity to ignite your passion for innovation, connect with like-minded professionals, and set the tone for the year ahead. Whether you’re attending in person or following the updates remotely, there’s a wealth of knowledge and inspiration to gain from this pivotal event.

Mark your calendars for 21st-23rd January 2025 at the MGM Grand in Las Vegas. Stay tuned for updates and insights starting today!

Here at Linking Humans, we have been helping companies deliver permanent and freelance experts to ServiceNow partners and End Users across the UK, Europe, the Middle East and North America. We take pride in providing the best possible people to take your business forward. We’re also dedicated to supporting candidates and helping them find the perfect roles to advance their careers.

If you would like to speak to us, then book a call with us here.

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