CORE Media, in collaboration with ServiceNow, recently organized an exclusive Executive Circle featuring Paul Fipps, President – Global Customer Operations; and Adrian Johnston, President – Asia Pacific at ServiceNow, who led an engaging and insightful session with digital business leaders.
The session explored the evolving concept of agentic AI, while highlighting India’s position as the fastest-growing ICT market globally. The speakers also emphasized the company’s strong customer-first approach, alongside its rapid advancements across CRM, technology workforce, and employee experience transformation.
A larger challenge with AI lies in moving beyond experimentation to real business execution. The C-suite is increasingly focused on how work gets done — driving the need to build Agentic AI and fundamentally reimagine enterprise processes.
For instance, one of the customers required AI-driven incident response capabilities and is currently leveraging approximately 2.8 lakh use cases per month.
Reflecting on India’s strategic importance a few years ago, the response highlighted that ServiceNow has had a longstanding presence in the country, supported by a strong workforce. Today, India represents a significant growth market for the company and stands out as one of the fastest-evolving economies globally. With AI adoption accelerating, customers and partners in the region are increasingly leveraging these capabilities, making it a particularly exciting phase. ServiceNow also continues to tap into the deep talent and capabilities within the country to drive its next phase of growth.
India is a strategic priority for ServiceNow, where the focus remains on enabling organizations to drive productivity at scale.
At the same time, key questions continue to emerge:
- How can security solutions be communicated to leadership in a simple, business-aligned manner?
- How can context-driven systems ensure data is meaningfully contextualized for better decision-making?
- And critically, how can organizations ensure that their data remains secure and does not move beyond intended boundaries?
ServiceNow positions itself as an end-to-end platform that manages the complete lifecycle of an AI asset from ideation to retirement — ensuring structure, governance, and measurable value at every stage.
The lifecycle begins with Registration, where ideas are submitted, evaluated, and refined before being converted into structured demands, with clear prioritization and detailed inputs. This is followed by Risk Management, which spans the core stages of data preparation, model development, evaluation, deployment, and alignment with business requirements, supported by a strong understanding of underlying data.
The next phase, Adoption, focuses on operationalizing AI initiatives by defining AI/ML artifacts and leveraging value calculators to quantify impact. Continuous monitoring ensures visibility into model performance, availability, and business outcomes, ultimately leading to a structured retirement phase when assets reach the end of their lifecycle.
Finally, Operational Metrics provide ongoing insights to track efficiency, performance, and value realization across the entire AI journey.
The AI Control Tower transforms visibility into actionable oversight, enabling enterprises to manage AI with clarity and confidence:
- AI Registry & Lifecycle – Seamlessly track and manage models from inception through to retirement.
- AI Adoption – Gain comprehensive visibility into enterprise AI/ML operations with minimal manual intervention.
- AI Value Management – Maximize business impact through value-driven configurations and continuous monitoring.
- AI Governance & Risk Management – Embed robust governance frameworks and controls across the entire AI lifecycle.
AI governance is inherently complex but without it, AI risks are becoming unpredictable, unmanageable, and difficult to trust.
A robust governance framework must address key pillars such as accountability & ownership, explainability & transparency, fairness & bias mitigation, privacy & data protection, risk & security management, regulatory compliance, and end-to-end lifecycle oversight.
