The white paper argues IT service delivery is at a turning point: legacy, siloed ITSM tools and manual processes create tool sprawl, poor user experience, weak operational visibility, and unreliable CMDBs, leading to missed SLAs and higher costs. It proposes modernizing ITSM with AI and automation to reduce OpEx, accelerate resolution, improve employee and customer experience, and increase control through real-time dashboards and predictive analytics. It positions ServiceNow as the unified platform to consolidate workflows, with Microsoft Power Platform and Dynamics 365 extending low-code automation and connecting front- and back-office processes, and includes examples where re-implementation improved CMDB health and modernization improved incident and change management.

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