From Hype to Reality: What ServiceNow Customers Should Take Away from Knowledge 2025
Fresh off the floor at Knowledge 2025, one message rang loud and clear: ServiceNow is putting its foot on the gas when it comes to AI and it’s not slowing down. But for existing customers, the excitement around new innovations came with an important reminder: don’t lose sight of the foundation. Here are the major takeaways that ServiceNow customers need to know from ServiceNow Knowledge this year.
AI Is Front and Center, and It’s Here to Stay
During the opening keynote, CEO Bill McDermott set the tone by introducing the new ServiceNow AI Platform. At the heart of this announcement was a simple, powerful formula: AI + Data + Workflows. This aligns with broader industry trends and clearly signals that ServiceNow intends to lead in the enterprise AI race.
The message? AI is not just a tool, but a requirement for survival. With promises of personal AI twins, augmented productivity, and faster time-to-value, the platform aims to make work more human by offloading the mundane and amplifying the meaningful. Use cases like AstraZeneca’s were front and center, showcasing real results and real people impacted by these innovations.
CRM Ambitions: Big Vision, but Customers Want Balance
Another major storyline was ServiceNow’s move from Customer Service Management (CSM) to Customer Relationship Management (CRM). The company is attempting to make the bold claim that there’s no other CRM platform on the market with AI baked in at the core. While that vision is compelling, many customers voiced a note of caution.
Across conversations with clients, analysts, and peers, there was a consistent refrain: We’re interested in the future, but don’t forget where we are today. Whether it’s ITSM, ITOM, HRSD, SPM, or SAM, customers have built mission-critical operations on ServiceNow’s core offerings. They want to see continued investment, roadmap clarity, and enhancements to the tools they’re already paying for. This is especially true for those customers in renewal cycles.
What This Means for ServiceNow Customers
If you’re a current ServiceNow customer, here’s what to take away from Knowledge 2025:
- Yes, AI is coming, and it’s coming fast. It’s worth exploring how the new AI platform can support your business but be realistic about timelines and readiness.
- CRM may be on the horizon, but it’s okay to stay focused on getting more value from what you already have.
- ServiceNow is listening. The company has a history of responding to customer feedback, but you need to be vocal. Make your priorities clear, especially during renewal discussions.
- Balance is key. Embrace innovation, but make sure it supports your current goals and platforms rather than distracting from them.
The Bottom Line
Knowledge 2025 was about bold moves, big ideas, and a clear direction toward AI-led enterprise transformation. But for the real impact to land, ServiceNow must keep one foot grounded in the present, even as it reaches for the future. Customers are ready to follow so long as they don’t feel left behind.
Need help navigating what this means for your ServiceNow roadmap or renewal? Explore our ServiceNow Advisory Practice to see how we help clients get more value, mitigate risk, and align on the right strategy moving forward.
