Knowledge 2025 Recap: ServiceNow’s AI and CRM Push—What Customers Really Want

Insights for IT Negotiations

Fresh from Knowledge 2025, ServiceNow’s annual conference in Las Vegas, Adam Mansfield, Advisory Practice Leader at UpperEdge, shares his takeaways from the event, including customer sentiment and concerns, as well as his perspective on ServiceNow’s aggressive pivot toward AI and CRM.

While the ServiceNow keynote showcased big ambitions around becoming an AI and CRM leader, drawing comparisons to Salesforce, Adam reveals what customers are actually asking for: continued investment in core platforms like ITSM, ITOM, SAM, HRSD without the need for “AI enhancement.”

In this episode:

• What Bill McDermott didn’t say, but everyone heard
• Why customers are interested but still somewhat skeptical of the AI hype
• How to keep ServiceNow’s focus on existing investments during renewals
• The real talk behind ServiceNow’s CRM push

For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.