See real-world use cases, adoption challenges, and walk away with actionable insights to make your factory more efficient, agile, and competitive.
This webinar is a great fit for leaders, decision-makers, and anyone passionate about shaping the digital factory blueprint and applying AI in manufacturing.
From CIOs, CTOs, COOs, and Heads of IT/Transformation, to plant and operations leaders, business transformation executives, and AI leaders.
Join us and take the first step toward a smarter, connected factory.
Date: Wednesday, 1st October 2025 Time: 7:00 PM IST | 2:30 PM BST | 9:30 AM EST Where: Online
In 2025 and beyond, Agentic AI is poised to move from experimental novelty to core strategic capability in financial services. For C‑Suite leaders, understanding how this “AI that acts” paradigm works and how to deploy it wisely — is no longer optional. This playbook outlines what executives should know, where to start, and how to scale.
What Is Agentic AI — And Why It Matters
Traditional AI and generative AI (GenAI) often act as advisors, assistants, or tools that respond to prompts. Agentic AI represents the next step: autonomous agents that plan, execute multi‑step workflows, adapt to new data, and take actions.
These agents can interface with other systems, pull in external data, adjust strategies dynamically, and solve tasks with minimal human intervention.
In financial services, that means shifting from “AI suggests” to “AI executes” — whether for fraud detection, portfolio rebalancing, onboarding, or compliance.
Key Use Cases in Financial Services
Below are some high-impact areas where Agentic AI is already making inroads:
Also note: the Agentic AI market in financial services is projected to reach USD 5.51 billion in 2025, expanding to USD 33.26 billion by 2030 (CAGR ~43.3%).
Strategic Priorities for C‑Suite Leaders
To seize the opportunity while managing risk, here’s what leaders must focus on:
1. Identify high-impact pilots
Pick processes where automation will yield clear ROI or open strategic advantage (e.g. fraud, credit, KYC).
Track KPIs (cost savings, error reduction, time saved, decision quality).
Use feedback loops to refine agent behavior, governance, and scope.
Risks & Challenges
Regulatory ambiguity & liability — autonomous decisions may raise questions of legal liability and responsibility.
Explainability & transparency — black-box agents make it hard to audit decisions.
Technical debt & legacy systems — many institutions have fragmented data, outdated systems, and integration challenges.
Bias, fairness, and trust — agents trained on biased historical data can reproduce biases.
Over-automation & systemic risk — poorly supervised agents acting in concert may amplify errors.
Gartner warns that over 40% of agentic AI projects may be scrapped by 2027 due to cost or unclear value.
Future Trends to Watch
Multi‑agent orchestration — agents collaborating or negotiating with each other.
Pricing & liability models for agentic services — e.g. contract frameworks to manage QoS and risk.
Advances in grounded reasoning & hallucination mitigation (e.g. combining agentic AI with improved retrieval models).
Stronger regulation & AI governance standards globally — pushing institutions to adopt safer design.
Evolution in executive roles — new leadership positions like AI ethics officers, AI auditors, agent program sponsors.
Conclusion
Agentic AI offers a transformational leap for financial institutions: executing, adapting, and optimizing decisions autonomously. But the margin between benefit and peril is slim. For C‑Suite leaders, success lies in disciplined pilots, robust governance, data readiness, and continuous oversight. Begin now, scale carefully, and you’ll position your organization to lead in the next frontier of finance.
In a rapidly evolving digital landscape, businesses using legacy IT Service Management (ITSM) systems often struggle with slow workflows, maintenance burdens, and limited scalability. Migrating to ServiceNow ITSM offers an opportunity not only to modernize but to streamline, automate, and enhance user experience across the board. This guide walks you through the best practices, steps, and considerations to make that move smooth and successful.
1. Why It’s Time to Move from Legacy ITSM
Legacy tools tend to create technical debt — outdated customizations, duplicated work, and performance bottlenecks.
Time to market slows down, user dissatisfaction grows, and operational costs increase significantly.
Modern platforms like ServiceNow provide cloud‑based agility, integrated workflows, dashboards, and better maintenance.
2. Key Risks & Challenges to Plan For
Data migration: historical ticket data, custom fields, help‑desk workflows may not map directly.
Customizations: too many custom features can make upgrades difficult and costly.
Stakeholder resistance: change is difficult; needs strong communication & training.
Downtime & service continuity: ensure critical services are not disrupted during migration.
3. What ServiceNow ITSM Brings to the Table
Cloud‑based infrastructure, scalable with business growth.
Built‑in modules like incident, change, problem, request management.
AI / predictive intelligence, virtual agents, self‑service portals to reduce burden on support teams.
Better dashboards and analytics. Visibility into SLA breaches, time to resolution, help‑desk performance.
4. Measuring Success & ROI
Reduced average time to resolve incidents (MTTR)
Increase in self‑service usage / fewer routine tickets
Better SLA / support commitments compliance
Lower overhead maintenance cost
Higher end‑user satisfaction & reduced support tickets
Conclusion
Migrating from a legacy ITSM system to ServiceNow ITSM is a strategic move that when done right, delivers value in efficiency, cost, and user satisfaction. With a well‑thought out plan, phased implementation, minimal customization, and strong stakeholder buy‑in, you can make the transition with minimal disruption. If you want to ensure your migration is executed well, check out the detailed guide Migrating from Legacy ISM to ServiceNow ITSM by Aelum Consulting — it dives deep into these steps, challenges, and real‑world
In today’s technology-driven business world, IT service delivery isn’t just about fixing technical problems — it’s about delivering consistent, value-driven services that support business goals.
Two terms often heard in this space are ITSM and ITIL. While they’re closely related, they’re not the same — and understanding the difference can help your organization build stronger, more efficient IT systems.
So, what exactly are ITSM and ITIL, and which one leads to better IT service delivery? Let’s break it down in simple terms.
What is ITSM (IT Service Management)?
ITSM, or IT Service Management, is the practice of designing, delivering, managing, and improving IT services within an organization. It focuses on aligning IT processes with business objectives and user needs.
Think of ITSM as the big-picture approach to how IT teams manage their services — from handling support tickets to deploying updates and responding to outages.
Some of the key processes that fall under ITSM include:
Incident management (resolving user issues)
Change management (controlling updates)
Problem management (identifying root causes)
Service request fulfillment
Configuration and asset management
The goal of ITSM is simple: ensure IT services are reliable, efficient, and constantly improving.
What is ITIL (Information Technology Infrastructure Library)?
While ITSM is the “what”, ITIL is the “how.”
ITIL (Information Technology Infrastructure Library) is a framework of best practices that helps organizations implement ITSM effectively.
It provides structured guidelines on how to:
Design IT services
Transition them smoothly into operations
Support and improve them continuously
The most recent version, ITIL 4, also incorporates Agile, DevOps, and Lean principles — making it more adaptable to today’s dynamic business environments.
ITSM and ITIL: How Are They Connected?
Here’s an easy way to understand the relationship:
ITSM is the approach — the idea of managing IT as a service.
ITIL is the framework — the toolkit you use to do ITSM the right way.
You don’t have to use ITIL to do ITSM — but many organizations choose ITIL because it’s globally recognized, well-documented, and proven to improve service delivery and efficiency.
Which One Drives Better IT Service Delivery?
The real answer is: Both — when used together.
ITSM gives you the foundation to manage IT services strategically.
ITIL gives you the structure and practices to make that management effective.
Organizations that simply “do IT” without a strategy often fall into chaos — poor service, delays, and dissatisfied users. On the other hand, those who adopt ITSM with ITIL best practices often see:
Reduced downtime
Faster incident resolution
Better change management
Higher customer satisfaction
And clearer alignment between IT and business goals
So, rather than choosing between ITSM or ITIL, the smarter question is: How can you use ITIL to make your ITSM approach more effective?
This guide explains the real-world differences between ITSM and ITIL, with practical insights that can help you improve your service strategy.
Final Thoughts
In the end, ITSM is the goal — delivering high-quality IT services that meet business needs. ITIL is one of the best ways to get there — a trusted framework to guide your processes and decisions.
Together, they create a powerful system for smart, scalable, and sustainable IT service delivery.
Whether you’re just starting out or refining your current IT operations, adopting the right mix of ITSM practices with ITIL guidance can help your organization deliver more value, faster — and with less friction.
ServiceNow Virtual Agent is an AI-powered conversational platform designed to revolutionize enterprise support by automating routine interactions, offering 24/7 assistance, and integrating with business workflows for faster, smarter service delivery. Its advanced capabilities transform traditional help desks and support centers, empowering enterprises to deliver seamless, proactive, and scalable support across multiple channels.
What Is ServiceNow Virtual Agent?
ServiceNow Virtual Agent is more than just a chatbot — it’s a sophisticated AI-driven solution embedded within the ServiceNow platform. It utilizes Natural Language Understanding (NLU) and machine learning to interpret user queries and deliver contextual responses, automate workflows, and resolve issues in real-time without human intervention. By integrating with popular communication tools like Slack, Microsoft Teams, and portals, it provides multichannel accessibility for employees and customers.
Key Features and Capabilities
Automated Workflows: Initiates and completes tasks such as ticket creation, password resets, and data updates autonomously.
24/7 Support: Delivers instant resolutions and assistance anytime, reducing wait times and operational costs.
Multichannel Integration: Supports interactions via Slack, Teams, and ServiceNow’s portal, meeting users where they already work.
Pre-Built Conversations: Offers ready-to-use conversation templates for IT, HR, Customer Service, and other functions, speeding up deployment.
Advanced Analytics: Monitors performance and user interactions, enabling continuous improvement for service delivery.
Predictive Intelligence: Uses analytics to resolve issues and guide users to solutions proactively.
Enterprise Support Power and Impact
The Virtual Agent acts as a tier 1 support tool, deflecting routine queries, streamlining service desk operations, and allowing human agents to focus on complex problems. Enterprises experience:
Resolution times are cut from minutes to seconds.
Agent workloads reduced, freeing up time for strategic tasks.
Operational costs were lowered by up to 60% through automation.
Scalability to handle thousands of simultaneous interactions, ensuring no service bottlenecks.
ServiceNow Virtual Agent brings together AI, automation, and deep platform integration to redefine enterprise support. It empowers organizations to scale self‑service, reduce costs, and deliver intelligent, personalized interactions — all while grounded in the rich, secure Now Platform.
Whether you’re just starting with ITSM or looking to amplify service across HR, Customer Service, and beyond, this virtual agent is a strategic asset — capable, transformative, and future-ready.
The IT service management (ITSM) market is transforming quickly, and businesses relying on Cherwell Service Management must prepare for change. With Ivanti announcing the end of life for Cherwell by December 2026, the time to act is now. Here’s why moving to ServiceNow makes strong business sense — point by point.
1. Cherwell End of Life Is Approaching
Ivanti will stop supporting Cherwell by December 31, 2026.
Delaying migration risks security gaps, compliance issues, and higher costs.
Early movers get the advantage of smooth planning and execution.
2. ServiceNow Offers Cloud-Native Architecture
ServiceNow is cloud-native, modern, and continuously updated.
Provides higher availability, performance, and enterprise-grade security.
Future-ready foundation for AI, automation, and low-code applications.
3. Scalability and Flexibility
Cherwell struggles to scale large enterprises.
ServiceNow supports IT, HR, customer service, and security workflows in one platform.
Flexible design ensures businesses can grow without disruption.
Ensures seamless connectivity across your IT ecosystem.
5. Automation and AI for Efficiency
ServiceNow uses Predictive Intelligence, Virtual Agent, and workflow automation.
Reduces manual effort, speeds up ticket resolution, and improves service delivery.
Frees IT teams to focus on strategic priorities.
6. Modern User Experience
Cherwell’s interface is clunky and outdated.
ServiceNow provides intuitive self-service portals, mobile access, and dashboards.
Better UX drives user adoption and faster ROI.
7. Key Migration Considerations
Start early to avoid last-minute consulting bottlenecks.
Clean your data and optimize workflows before migration.
Train employees and manage change effectively for long-term success.
Conclusion
The clock is ticking on Cherwell. Waiting until the 2026 deadline creates unnecessary risks, while moving to ServiceNow today delivers scalability, automation, and a future-ready ITSM platform.
