After 20 years in the ServiceNow ecosystem, one thing is clear: it’s not the platform that’s failing, it’s the outdated consulting model behind its delivery.
For over 20 years, I’ve been part of the ServiceNow ecosystem. In the early days, small expert teams focused on one thing: delivering real value, fast. Today, I see a different reality. Projects stall, roadmaps lose momentum, vendors point fingers, and the platform often gets blamed for problems that have little to do with the technology.
The real issue is the delivery model. An outdated consulting structure—where senior partners sell, junior consultants deliver, and architects step in only when things go wrong—is no longer fit for ServiceNow.
After two decades of experience and a year of reflecting on why so many transformations fall short, I’ve identified eight truths that challenge the status quo and explain why better outcomes require a different approach.
Because the right delivery model determines whether ServiceNow becomes a strategic advantage or just another IT platform.
Key insights into why ServiceNow transformations succeed, or fail, and what organizations can do differently.