How ServiceNow uses internal AI pilots to launch successful customer tools

Sean Dong for BI ServiceNow's AI approach focuses on internal testing before external customer rollouts. The software company said it launched more than 240 AI uses between 2023 and December 2025. Kellie Romack, the company's CDIO, shared the timeline for these launches. When Chris Bedi joined ServiceNow as chief digital information officer in September 2015, he oversaw a small team of data scientists focused on AI and machine learning development. Fast forward to 2023, when ServiceNow was ...