OOTB-first does not mean OOTB-only.
Customization can be valid, but it should be justified, assessed and owned as a long-term platform decision.
This session will focus on a practical governance topic that appears in almost every ServiceNow implementation: when to stay out-of-the-box, when to configure and when customization is justified.

This matters because customization decisions made during implementation can directly impact how easy the platform is to maintain, upgrade, scale and evolve later. In many cases, the short-term benefit of customization can become long-term platform debt.

The session will explain why ServiceNow governance is not only about approvals or control. It is a platform engineering discipline that helps protect maintainability, upgradeability and future platform value.

Managing a supply chain by looking in the "rear-view mirror" of historical data is a recipe for crisis.

In this transparent session, we flip the traditional risk matrix on its head to expose the real, hidden bottlenecks of global deployment:

In our latest project, we tackled this head-on for an e-commerce giant. We realized that having data in ServiceNow and Google BigQuery wasn’t enough if those systems didn't talk to each other in real-time.

We built a central AI Control Tower that acts as a living ecosystem. When ServiceNow detects an unusual trend, it doesn’t just log a ticket—it pings Google AI to analyze external trends like localized disease outbreaks or market shifts before they hit the supply chain. The best part? Instead of forcing executives to dig through dashboards, the system generates a personalized AI audio podcast. It turns complex data silos into a clear narrative delivered straight to their chat. True innovation isn't just about the tech stack; it’s about making that tech anticipate business needs before they become fires to put out.