Reflections on ServiceNow Knowledge 2025

As reliably as the seasons change, another ServiceNow Knowledge event is in the books — and this year felt different in all the right ways.

AI was everywhere, but this year the conversation had matured. The buzz of Knowledge24 shifted into something more grounded: Agentic AI. Across keynotes, demos, and hallway chats, a few consistent themes stood out: how Agentic AI can help teams get more done, unlock deeper platform value, and clear those ever-growing backlogs. A good problem to have in tech.

And on a personal note, I had the incredible honour of participating in the final keynote, “Knowledge Unscripted”, more on that later.

Evolution, Not Revolution

Plenty of exciting product announcements landed this year, but the theme felt more evolutionary than revolutionary. Real progress still hinges on the basics: the right team, strong skills, clean data, automation, and staying current on releases.

Everyone I spoke to recognised the platform’s strength but echoed outcomes still depend on building the right foundations. At its core, ServiceNow is still a platform and that matters.

Keynotes, Demos, and Llamas

The keynotes were their usual blend of announcements, razzmatazz and new faces. Although this year we didn’t have llamas on stage, dropping laptops or ordering blackberries live on stage,  the message was clear: data control and quality management are critical for Agentic AI & driving workflows through automation, underscored by the acquisition of Data.World.

Announcements highlights:

• Autonomous IT Operations – A long-held ambition is now closer than ever. But success will hinge on process quality, trust in data, and how exceptions are handled and kick-outs to other solutions like SPM will be key to watch as they work with very different product owners and stakeholders.
• Core Business Suite (CBS) – A quiet shift toward the front office. ServiceNow has long been the place to log a ticket, but CBS changes that dynamic. It’s a subtle repositioning, reminiscent of the ESM era. How this lands alongside GBS will be worth watching.
• ServiceNow University – A much-needed addition. With the platform growing fast and talent in short supply, this is a smart way to close the skills gap. RiseUp is a great initiative, one I have supported in previous roles. It is a great way to bring in and nurture emerging talent.

People, Process, and Technology

One theme echoed across the entire event, from keynotes to coffee lines – it the classic trifecta: People, Process, and Technology. It came through loud and clear during the two Knowledge Exchange sessions I hosted, which were among my highlights from the week.

These were intimate, unfiltered conversations, with no slides, no pitches, just real talk with platform owners, developers, architects, and leaders who have a deep expertise and experience with ServiceNow. We delved into the day-to-day realities of working with ServiceNow, including testing at scale, implementing DevOps, adopting AI, and navigating the complexity of enterprise change. And while every organisation’s journey is unique, the core challenges people shared mapped back to these three pillars.

• People: many attendees shared frustrations about skilled teams being stretched too thin — their best people bogged down by repetitive testing cycles, documentation overhead, and manual handovers. The consensus? Teams want to focus on innovation and platform adoption. There was a clear appetite for smart automation that frees up talent to do what they do best.
• Process: came up repeatedly, not as bureaucracy, but as a path to confidence. There is a need for a clear definition of ‘done’ and stronger governance over how work is delivered. Attendees voiced concern over audit gaps, quality inconsistencies, and slow delivery — all symptoms of missing or immature process guardrails. There is a hunger for scalable, repeatable ways to inject quality earlier and more frequently.
• Technology: This is where the rubber meets the road. A lot of the conversation was about how to scale testing and DevOps on ServiceNow, without bolting on external, generic tools that don’t fit the platform. There is an understanding that the right “build-on” technology can dramatically change the game, but it must be embedded, ServiceNow-native, and designed for the ecosystem.

And through all this, one thing became crystal clear: Platform Owners are the unsung heroes. They’re holding the vision and connecting the dots. The Knowledge Exchange sessions were a powerful reminder that their voices matter — and we need to keep amplifying them if we want to turn ambition into action.

A Moment to Remember: Knowledge Unscripted

I am proud to serve on the Independent SNUG Board of Directors, a global group of experienced practitioners advocating for the ServiceNow community. At Knowledge, we had the privilege to meet directly with Bill, Amit, and Nick — not for staged sessions, but for real, candid conversations about the platform’s challenges and opportunities. A highlight was a “Design Thinking Workshop” focused on the Platform Owner role — imagine sticky notes everywhere and passionate debate about what success looks like.

But the unforgettable moment was being on stage for the final keynote, “Knowledge Unscripted”, with ServiceNow’s Vice Chairman Nick Tzitzon and entertainment icons Conan O’Brien and Jessica Williams. It was surreal for me, and for AutomatePro as a whole. To be represented on that stage, in front of a global audience, was a defining and special moment.

I can’t forget the AI-generated headshots.
This year’s swag took a techy turn, swapping out the usual giveaways for custom AI portraits. Some were uncannily good… others had pushed the boundaries of artistic interpretation. A fun memento from a standout event.

In short: a phenomenal event. Now the real work begins, follow-ups, conversations, and continuing the momentum until Knowledge 2026, with a few stops along the way at the World Forums.