ServiceNow News: Sales Kick-off in Las Vegas

At the end of January, several colleagues from exccon had the privilege of taking part in ServiceNow's annual Sales Kickoff (SKO25) at MGM Grand in Las Vegas. We were able to talk to ServiceNow's internal sales teams about strategies, innovations and the future of AI-powered digital transformation. Perfect for keeping up with the times, getting news and trends first-hand and gaining deeper insights into ServiceNow's 2025 strategy!

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Always up-to-date for our customers!

The information we received at SKO25 directly benefits our customers — to achieve faster deployments, optimize platform adoption, and drive digital transformation with ServiceNow.

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Key topics and trends

In addition to the numerous lectures, the main topic was ”Put AI to work for people”. It became clear, how important the introduction of AI, automation, and workflow-driven efficiency has become so that companies can get the most out of their ServiceNow investments.

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TOP 1: Business transformation with ServiceNow: Automation redefined with AI Agents

One of the most important innovations presented at SKO25 were the AI Agents.

AI agents are intelligent programs that are able to autonomously interact with their environment to collect data, make decisions, and perform tasks. They can be used to independently execute repetitive work that would otherwise have to be done by a person.

They can determine the best course of action to achieve their goals and can incorporate new data to improve their performance over time. In contrast to conventional AI assistants, AI agents are intelligent AI that acts — and not just assists.

Select your personal “AI squad” from the AI agents provided by ServiceNow - in order to streamlin internal company processes and increas efficiency!

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TOP 2: Workflow data factory: seamless connectivity throughout the company

Let's put your data to work! Because: Data is the fuel for AI-controlled efficiency. In this context, the Workflow Data Factory (“Workflow Data Fabric”) was an exciting topic. It unifies corporate data and provides all workflows and AI agents with secure real-time access to data from any source. Zero-copy connectors optimize integration capabilities. This breakthrough ensures seamless real-time data exchange between different systems and enables companies to make more informed, data-driven decisions without the need to duplicate redundant data. Streamline all of your workflows, AI agents, and analytics with real-time access to data from any source—all without leaving the centralized, scalable Now Platform! The speed and scalability with which Workflow Data Factory works was only made possible by the introduction in 2024 of the high-performance RaptorDB Pro database, a powerful HTAP (Hybrid Transactional/Analytical Processing) database developed specifically for ServiceNow workloads.

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TOP 3: “ServiceNow beyond ITSM & ITOM” — ServiceNow as a CRM

In the Gartner Magic Quadrant for CRM Customer Engagement Center 2024, ServiceNow is listed as a leading provider. ServiceNow CSM — customer service management — bridges a critical gap between traditional CRM (customer relationship management), which is primarily about recording customer service requests, and processing these customer inquiries. It supports the provision of end-to-end customer service, from initial contact to fulfillment. Of course, the use of AI is also planned here. The AI-based, seamless approach leads to shorter resolution times for customer inquiries and thus to higher customer satisfaction.