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ServiceNow’s AI capabilities, including Now Assist, automation, and intelligent workflows, are transforming how leading organisations operate. But for many, these tools remain out of reach. Not because of licensing, but because their platforms were never built to support them.Years of customization have created technical debt that limits upgradeability, slows performance, and introduces complexity that AI cannot easily work with. In many cases, it’s not obvious where the problems are or what should actually be fixed, leaving teams stuck between maintaining what they have and moving forward.In this session, NewRocket expert Kirk Hogan, VP, Strategy Consulting, will introduce a modern, AI-supported approach to 'Back-to-Box' that goes beyond traditional re-platforming. Using data-driven diagnostics and platform analysis, this approach quickly identifies what should be kept, what should be simplified, and what is actively blocking progress. Instead of broad, disruptive change, it enables a targeted path forward that reduces complexity while preserving what matters most.You’ll walk away with a clearer understanding of:
- Why over-customization blocks ServiceNow AI adoption
- Where technical debt shows up across your platform, beyond what standard health metrics reveal
- How an insight-driven, targeted Back-to-Box approach differs from traditional re-platforming
- How AI-powered diagnostics can accelerate platform understanding and reduce manual effort
- What an actionable, lower-risk path to an AI-ready platform actually looks like
This session is built for ServiceNow platform owners and IT leaders who want to move forward with clarity, focusing on outcomes rather than tactical repairs.
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