As organizations modernize their IT Service Management (ITSM) landscape, many are moving away from legacy tools like Cherwell Service Management and adopting powerful platforms such as ServiceNow. However, a successful migration depends heavily on one critical step -exporting Cherwell data accurately and securely.
Without a proper export strategy, businesses risk data loss, broken relationships, or incomplete records in ServiceNow. In this article, we’ll explore why Cherwell data export is important and the best practices to follow before migrating.
Why Exporting Cherwell Data Is Critical
Cherwell stores complex ITSM data such as:
Incidents, Requests, Problems, and Changes
Configuration items (CMDB data)
Attachments and activity logs
Custom business objects and relationships
When migrating to ServiceNow, this data must be extracted in a structured and validated format to ensure a seamless import process.
A detailed technical overview of this process is explained in this guide on exporting Cherwell data to ServiceNow, which covers tools, methods, and common challenges involved in migration.
Common Methods to Export Cherwell Data
Depending on data volume and complexity, organizations typically use one or more of the following methods:
1. Cherwell Built-in Export Tools
Ideal for exporting standard business objects into CSV or Excel format. This method works well for small to medium datasets.
2. Grid-Based CSV/Excel Exports
Data can be exported directly from Cherwell grids, making it easier to clean and map fields before importing into ServiceNow.
3. Cherwell REST API
For large enterprises, APIs allow automated extraction of structured data, including linked records and attachments.
4. One-Step Actions
One-Step Actions automate scheduled exports and are useful during testing and phased migrations.
5. Database-Level Extraction
This advanced method provides full access to backend data but should only be used by experienced teams to avoid data inconsistencies.
To avoid post-migration issues, organizations should:
Remove outdated or duplicate records
Map Cherwell fields correctly to ServiceNow tables
Validate attachments and reference data
Use ServiceNow Import Sets and Transform Maps
Test migration in a staging environment
Following these best practices ensures data accuracy, performance optimization, and a smoother transition.
Final Thoughts
Migrating from Cherwell to ServiceNow is not just a platform change - it’s an opportunity to improve IT operations, automation, and service delivery. A successful migration begins with a well-planned Cherwell data export strategy.
In 2025, we made a major shift in our IT service management (ITSM) strategy: we migrated from Cherwell to ServiceNow. This decision came after evaluating risks, scalability needs, and the future direction of our IT operations.
Below is the complete breakdown of why we moved, supported with citations and practical recommendations.
1. Why We Could Not Stay on Cherwell
Cherwell Reached End-of-Life (EOL)
Industry sources have confirmed that Cherwell is entering its end-of-life stage, which means no new updates, patches, or long-term support. For any enterprise relying on stable, secure ITSM operations, this creates significant risk. Reference: https://aelumconsulting.com/blogs/cherwell-alternatives/
Slower Innovation After Acquisition
After Cherwell was acquired, the update cycles became slow, and the roadmap lost direction. This made it difficult to rely on for long-term digital growth.
Heavy Customization Turned Into Heavy Maintenance
Cherwell’s deep customization ability eventually became a burden. Each script, workflow, and dependency made the system fragile and upgrade-heavy.
This significantly reduced tool sprawl and increased visibility.
Future-Ready Architecture
ServiceNow’s strong roadmap with GenAI, process mining, predictive workflows, and powerful integration capabilities made it ideal for long-term planning.
3. Practical Use-Cases After Migrating
Use-Case 1: Intelligent Ticket Automation
ServiceNow’s AI automatically assigns, categorizes, and updates incidents -something we couldn’t achieve efficiently with Cherwell.
Use-Case 2: One Service Catalog for the Entire Company
Employees can now request IT assets, HR support, access approvals, and other services from a unified portal.
Use-Case 3: Auto-Generated Incident Tickets from Monitoring Tools
When a server fails or a threshold is breached, an incident is created instantly, reducing downtime and human error.
Use-Case 4: Real-Time Executive Dashboards
Leadership now gets accurate reporting, SLA tracking, and operational analytics through ServiceNow’s dashboards.
4. Recommendations for Organizations Evaluating Migration
1. If You Are Using Cherwell — Start Preparing for Migration
In today’s fast-paced digital workplace, Human Resource (HR) departments are no longer just administrative support functions — they are becoming strategic drivers of business success. With the growing need for agility, transparency, and efficiency, HR workflow automation has emerged as a game-changing solution for modern enterprises.
Traditional HR processes often involve repetitive manual tasks such as approving leave requests, managing onboarding, or processing payroll. These manual workflows are not only time-consuming but also prone to human error. That’s where automation steps in — streamlining repetitive tasks and allowing HR professionals to focus on more meaningful work, such as employee engagement, talent development, and organizational growth.
One of the most insightful resources on this topic is the HR Workflow Automation: A CHRO’s Guide by Aelum Consulting. This guide explains how Chief Human Resource Officers (CHROs) can leverage intelligent automation tools to enhance decision-making, ensure compliance, and improve employee experience. It also explores how automation integrates with platforms like ServiceNow to deliver end-to-end HR service delivery.
The benefits of HR automation are not limited to efficiency alone. It helps organizations create a data-driven culture by providing real-time insights into employee performance, engagement, and satisfaction. Automated workflows ensure consistency in HR processes, reduce turnaround time, and improve transparency across departments.
As businesses embrace hybrid and remote working models, automation will continue to play a critical role in ensuring seamless HR operations. From onboarding new employees to managing offboarding and feedback collection, digital workflows can handle complex processes with ease and accuracy.
In conclusion, the future of HR lies in automation, intelligence, and innovation. Companies that invest in HR workflow automation today are setting themselves up for long-term success — empowering HR teams to focus on people, not paperwork.
In today’s fast-paced business environment, employees and users expect solutions at the click of a button- whether it’s checking policy documents, submitting an IT ticket, or making an HR request. A self-service portal built on ServiceNow can be a game-changer.
1. The value of self-service A self-service portal empowers users to find answers, submit requests, and track status - all without calling or emailing support staff. This means fewer repetitive calls, happier users, and more time for your IT and HR teams to focus on strategic work.
2. Why ServiceNow fits the bill ServiceNow offers a unified, cloud-based platform with automation, one shared data model, and intuitive UI.
Using ServiceNow you can:
Automate request management and approval workflows.
Provide users with a clear portal interface: service catalog, knowledge base, virtual agent/chatbot.
Bring IT, HR and other departments together on a single platform — reducing tool-sprawl and increasing consistency.
3. How it drives value in IT & HR For HR, ServiceNow’s “Employee Center” gives employees access to time off, benefits information, payroll, and IT support — all from one portal. ServiceNow In IT, automated incident management, service catalog routing and self-help for users reduce operational burden and improve speed.
4. How to get started
Define which services users should self-serve: e.g., raise a ticket, change device, request access.
Design the portal: make navigation easy, use plain language, minimize jargon (a leading practice).
Add a smart service catalog and virtual agent/chatbot for common queries.
Ensure underlying workflows are efficient and automated rather than manual hand-offs.
Train employees and promote the portal so they know where to go.
5. Business outcomes By enabling self-service, you can:
Reduce volume of routine service requests
Increase employee autonomy
Free up service teams to focus on higher-value projects
Lower operational cost and improve time to resolution
Improve user satisfaction and adoption of support services
In today’s digital-enterprise environment, workflow automation, data visibility and smooth cross-department connectivity are essential. Two leading platforms — ServiceNow and SAP — address these needs in distinct ways. This article explores their differences, strengths and how they can work together to create a smarter enterprise.
Overview of the Platforms
ServiceNow ServiceNow is a cloud-based platform designed to unify workflows across people, processes and systems. It originated in IT-service management but has expanded into HR, customer service, security operations and more. Through features like its low-code App Engine and AI-driven automation, ServiceNow empowers organizations to build apps, automate routine tasks and speed up service delivery.
SAP SAP (with solutions like S/4HANA and its Business Technology Platform) is a well-established enterprise resource-planning suite that covers core business operations like finance, procurement, supply chain, manufacturing and human capital management. SAP’s strength is in providing deep, industry-specific capabilities, real-time analytics and deployment flexibility (on-premises, cloud or hybrid).
Key Differences
ServiceNow focuses on how work flows across teams and departments — automating service-delivery, improving employee and customer experience, and enabling rapid changes with low-code tools. SAP focuses on running core business operations consistently: financials, supply chain, manufacturing, global reporting and data governance.
ServiceNow tends to deploy faster, has a more modern and intuitive interface, and is built for integration with other systems via APIs. SAP typically involves a larger transformation effort, deeper customisation, and is oriented toward enterprises that need centralized control and a unified operational platform.
In cost-models, ServiceNow often works on a subscription basis and scales with usage, whereas SAP’s investment can be higher up front, with significant ongoing operational costs.
When to Choose Which
If your focus is on streamlining service delivery, elevating employee or customer experience, accelerating time-to-value and enabling cross-department workflows, ServiceNow is a natural fit. If your aim is to manage core enterprise functions — finance, supply chain, manufacturing, global operations — and you’re undertaking a broader digital-transformation, SAP is likely the foundation.
Integrating Both Platforms
For many organizations the answer is not “ServiceNow or SAP” but “ServiceNow and SAP”. Integrating both platforms enables the enterprise to combine the agility, user-experience and workflow automation of ServiceNow with the deep process-control, data integrity and global operational backbone of SAP. Example integrations include: using ServiceNow HR Service Delivery alongside SAP SuccessFactors for employee lifecycle workflows; connecting ServiceNow ITSM with SAP change-management capabilities; aligning ServiceNow strategic portfolio or project workflow with SAP financials.
With this hybrid approach you get unified data flow, reduced manual work, improved visibility across systems and faster actionable insights.
Conclusion
There is no one-size-fits-all answer when choosing between ServiceNow and SAP. The decision depends on your business priorities, budget, existing systems and transformation roadmap.
If speed, flexibility and improved service/workflow experience matter most → ServiceNow.
If deep operational control, global scale and standardized business processes matter most → SAP. And if possible, using both together often delivers the best of both worlds.
The healthcare industry is rapidly evolving, and with increasing patient loads, complex procedures, and administrative burdens, hospitals are under pressure to operate more efficiently than ever before. In 2025, technology is not just a support system — it’s a game-changer for hospital operations management.
Let’s explore how digital solutions are transforming hospital workflows, improving patient care, and helping administrators make smarter, faster decisions.
1. Streamlining Administrative Workflows
Hospital operations involve everything from patient admissions to discharge planning, bed management, scheduling, and inventory control. Traditionally, many of these tasks were manual, error-prone, and time-consuming.
Modern Hospital Operations Management Solutions now offer automation tools that reduce paperwork, speed up administrative tasks, and allow staff to focus more on patient care rather than repetitive documentation.
Digital platforms collect and analyze real-time data from various hospital departments. This gives hospital administrators a 360-degree view of operations — helping in resource allocation, staff scheduling, and performance tracking.
From bed occupancy rates to emergency room efficiency, data insights enable hospitals to reduce delays, improve patient flow, and ensure compliance with healthcare standards.
3. Enhancing Patient Experience
Patient satisfaction is a key performance indicator in any hospital. Technology helps improve patient experiences by:
Reducing waiting times
Enhancing communication with doctors and staff
Providing online portals for reports, appointments, and feedback
With automated alerts, mobile access, and smart dashboards, patients feel more in control of their healthcare journey.
4. Inventory and Asset Management
Managing medical supplies, drugs, and critical equipment is a challenging task. A centralized digital solution helps track inventory in real time, avoid stockouts or wastage, and manage equipment maintenance schedules efficiently.
5. Compliance & Reporting
Hospitals must adhere to strict regulations and reporting standards. Hospital operation systems simplify compliance by maintaining accurate records, automating audit trails, and generating reports with minimal human effort.
Conclusion
Hospital operations management is no longer just about managing beds and staff — it’s about creating a seamless, data-driven ecosystem that optimizes every aspect of healthcare delivery.
If your hospital is looking to upgrade its operational efficiency and improve patient satisfaction, now is the time to invest in a modern digital solution.
👉 Explore how Aelum Consulting’s Hospital Operations Management Solution can transform your healthcare operations: Visit Now
Artificial Intelligence is no longer just about generating content — it’s now also about autonomy, decision‑making, and accomplishing goals. Two terms you’ll often see are Generative AI and Agentic AI. While they’re related, they serve very different roles. Let’s break them down, compare them, and see how businesses can leverage both.
What is Generative AI?
Generative AI refers to systems that produce content — text, image, code, or audio — based on input from a user. When you give a prompt, a generative model uses its training data to generate outputs. It’s reactive: you ask, it responds.
Use cases include:
Writing blog posts, emails, or marketing copy
Creating images, designs, or visuals
Generating summaries from large documents
Producing translations or alternative pieces of content
Its strength is in creativity, speed in producing content, and flexibility in responding to diverse prompts. However, it usually does not make decisions beyond that content output, and relies heavily on user input at every step.
What is Agentic AI?
Agentic AI is a more advanced form of AI that goes beyond just reacting. It is designed to autonomously plan, decide, and act to fulfill larger goals with little human input once initialized.
Key characteristics include:
Ability to execute multi‑step workflows
Ability to adapt plans based on changing context or new information
Use of memory or persistent state so it can “remember” past actions
Integration with other tools, APIs, or systems as needed
Proactive behavior: not simply waiting for prompts, but taking initiative under defined objectives
Why It Matters for Enterprises
Understanding the distinction helps in strategic planning. Here’s how choosing the right kind (or combination) of AI can benefit:
Efficiency & Productivity Agentic AI can take over repetitive multi‑step tasks, freeing up human time for higher‑level thinking. Generative AI speeds up content creation and creative output.
Cost & Oversight Generative tools are generally cheaper to deploy but need frequent human review (to avoid misinformation, “hallucinations,” or style issues). Agentic systems require more investment, in defining goals, setting up checks and balances, and ensuring ethical oversight.
Scalability For scaling operations — like customer service, supply chain workflows, scheduling — agentic AI has more potential. Generative AI scales in content but doesn’t inherently scale decision‑making or action-taking.
Complementary Usage These two kinds of AI often work best together. For instance, an agentic system could use generative AI components to craft natural language responses, summaries, or content pieces when needed.
Best Practices & Considerations
Begin with clear objectives: what do you want your AI to do vs simply produce?
Establish governance: who monitors agentic AI actions, what are fallback mechanisms?
Ensure quality training data and context awareness. Without good data and context, both types can produce poor or irrelevant outcomes.
Manage risk: especially with agentic systems, there can be liability, unintended actions, or ethical concerns.
Further Reading
If you want a deeper dive into this topic, one article I highly recommend is “Agentic AI vs Generative AI: Choosing the Right Fit for Your Enterprise” which provides a detailed comparison of the two, explores use‑cases, and helps organizations understand which model suits them better. You can read it here: Agentic AI vs Generative AI
ServiceNow Partners, help you maximize the value of your platform investment, whether it’s for a one-time implementation or for continuous strategic guidance. With an ecosystem of expert partners and certified applications, businesses can accelerate their digital transformation and make work simpler and more productive. You can extend the Now Platform with pre-built, powerful apps designed to streamline workflows, unify data across departments, and drive greater cost efficiencies.
A vast majority of successful ServiceNow customers engage with partners to accelerate their implementation and adoption.
Thousands of organizations rely on partner-developed applications from the ServiceNow Store to solve unique business challenges.
In today’s fast-paced digital era, organizations are constantly looking for tools & platforms that streamline operations, boost productivity, and ensure resilience. ServiceNow is a powerful platform that helps with all of that — but only if it’s implemented, supported, and optimized properly. That’s where having a trusted ServiceNow Partner comes in.
One firm that stands out in this space is Aelum Consulting— a Premier ServiceNow Partner that helps businesses extract maximum value from the Now Platform.
Here’s why working with a ServiceNow partner like Aelum makes all the difference.
Key Benefits of Working with a ServiceNow Partner
Unlocking the full potential of the Now Platform requires more than just adopting the technology; it demands specialized expertise that drives real business impact. Here’s why collaborating with a ServiceNow Partner can transform your operations and take your digital transformation journey to the next level.
1. Expert Implementation and Configuration
A certified ServiceNow Partner ensures your platform is built on a solid foundation from day one. They understand the intricacies of the Now Platform and the Common Service Data Model (CSDM), tailoring modules like ITSM or CSM to your specific business processes while avoiding common pitfalls that lead to future technical debt.
2. Tailored Workflows and Applications
Off-the-shelf solutions don’t always fit. A partner customizes workflows, dashboards, and portals to mirror your unique operations. Using tools like App Engine, they build intelligent, purpose-built applications that enhance user productivity and drive smarter decision-making.
3. Accelerated Time-to-Value
The longer an implementation takes, the slower your ROI. ServiceNow Partners use proven methodologies and pre-built accelerators to speed up deployment. Their agile approach ensures a faster go-live, allowing your business to realize benefits in record time.
4. Enhanced User Adoption
A powerful platform is worthless if your teams don’t embrace it. Partners provide expert organizational change management, targeted training, and customized onboarding plans. They ensure your employees are confident and engaged, maximizing adoption across the enterprise.
5. Proactive Governance and Support
The Now Platform is constantly evolving with major releases. A partner provides ongoing managed services, from performing seamless upgrades and monitoring instance health to resolving issues. This proactive support ensures your platform remains secure, efficient, and aligned with the latest innovations.
6. Cost and Resource Efficiency
Hiring a large, specialized in-house team is expensive. Partnering gives you on-demand access to a deep bench of certified experts. This model reduces overhead, prevents costly rework, and ensures every part of your investment is optimized.
7. Strategic Digital Roadmap
Beyond the technical setup, a great partner aligns the Now Platform with your long-term vision. They act as strategic advisors, helping you build a digital transformation roadmap that scales with your business and identifies new opportunities for automation and service improvement.
8. Access to Cutting-Edge Innovation
Top partners stay ahead of ServiceNow’s release cycle, ensuring you benefit from the latest features like Now Assist, AI, and new automation capabilities. They translate these innovations into practical solutions that give your business a competitive edge.
9. Seamless Enterprise Integrations
ServiceNow excels as a “platform of platforms.” Partners possess deep expertise in integrating ServiceNow with other critical systems like ERPs, HRIS, and cloud infrastructure. They use tools like Integration Hub to create a single, unified system for your entire enterprise.
10. Smarter Reporting and Analytics
Data-driven decisions require clear insights. Partners help you leverage Performance Analytics to create custom dashboards and KPI reports that provide real-time visibility into your operations. This empowers leaders to track performance and demonstrate measurable ROI to stakeholders.
Ready to Maximize Your ServiceNow Investment?
Ready to transform your enterprise with ServiceNow? Let’s make sure it’s done right.
Partnering with a certified ServiceNow expert is the key to unlocking the platform’s full potential and maximizing your digital transformation investment. At aelum, our ServiceNow consulting and implementation services are designed to help businesses streamline operations, improve service delivery, and stay ahead in a competitive market.
Whether you’re starting your ServiceNow journey or looking to enhance your existing environment, we bring the strategic expertise and commitment needed to deliver successful outcomes for your business. If you are ready to take the next step, connect with our ServiceNow experts today to start a conversation.
1. Focus on What Matters
Your business should spend time doing what it does best — serving customers, innovating, growing — not getting tangled up in the details of configuring workflows, handling updates, or fixing integration issues. A partner takes care of the day-to-day ServiceNow work — maintenance, upgrades, support — so your team stays focused.
2. Get the Right Modules & Configuration from Day One
ServiceNow isn’t one-size-fits-all. It offers modules like ITSM, ITOM, CSM, HRSD, and many more. The tricky part is picking the right set and arranging them properly for your business. Aelum has hands-on experience across industries to help you select, configure, and tailor modules so that you don’t waste effort or money.
3. Cross-Industry Insights
Every industry — Manufacturing, Healthcare, BFSI, Technology — has its own quirks: regulations, processes, challenges. A partner who has worked across sectors knows how to apply best practices, anticipate pitfalls, and deliver solutions that actually work in your context. Aelum’s track record shows depth across such industries.
4. Save Time, Money & Avoid Common Mistakes
Trying to go it alone with a complex platform like ServiceNow can lead to costly missteps: wrong module choices, poor adoption, integrations gone awry. Partners bring reusable templates, frameworks, and tested accelerators. They help you avoid “reinventing the wheel,” reduce deployment time, and get quicker returns on investment.
5. Better Licensing, Ongoing Support & Adoption
It’s not just about setting up ServiceNow — it’s about keeping it running optimally. Partners help with licensing decisions, ensuring you don’t pay for things you won’t use. They also ensure your team is trained, adoption is strong, and once-you’re live, the system keeps evolving with you.
6. Why Aelum Consulting Is Trusted
AI-First Approach: Aelum leverages generative and agentic AI to automate and predict workflows, making systems smarter.
Design-Focused: Their Design Studio ensures that solutions are not only functional but have great UI/UX.
Breadth of Services: From assessments and strategy to implementation, training, and long-term optimization, they cover the full lifecycle.
Global Presence: Offices and teams in India, UK, USA with strong local support and global best practices.
If you want to explore what working with a ServiceNow partner can do for your organization, this post from Aelum Consulting is an excellent resource: Why Work With a ServiceNow Partner
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.
In 2025, ServiceNow isn’t just a tool — it’s the backbone of digital transformation for over 8,100 organizations worldwide, including a staggering 80% of Fortune 500 companies. But what’s truly driving this massive adoption?
This article goes beyond surface-level statistics to explore the real-world value and impact of ServiceNow across industries. From streamlining complex workflows in healthcare to improving compliance and onboarding in financial services, companies are turning to ServiceNow for its scalable, cloud-based architecture and AI-powered automation capabilities.
Whether it’s digitizing citizen services in the public sector, automating plant maintenance in manufacturing, or reducing IT incidents in clinical environments, ServiceNow offers a unified platform that adapts to the unique challenges of every industry.
2025 Customer Numbers at a Glance
Total Enterprise Customers: ~8,100+
Countries Served: 80+
Fortune 500 Adoption: 4 out of 5 companies
Year-over-Year Growth (2024–2025): ~9–12% increase in enterprise customer base
Customer Retention Rate: ~98%, a testament to long-term value delivery
What Drives Businesses to Choose ServiceNow?
Here’s a breakdown of the core value drivers that make ServiceNow so popular:
1. Single System of Engagement
Companies are overwhelmed by siloed tools. ServiceNow provides a central platform that connects IT, HR, customer service, legal, finance, and more — reducing complexity and increasing visibility.
Example: A multinational bank consolidated 20+ legacy tools into ServiceNow, cutting ticket resolution time by 40%.
2. Scalability Across the Enterprise
The Now Platform is modular and can scale from a single department to enterprise-wide adoption.
Organizations often start with ITSM and expand to ITOM, HRSD, CSM, and custom-built apps using Creator Workflows.
3. Generative AI and Agentic AI features
In 2025, ServiceNow’s AI engine includes Now Assist as GenAI and AI Agent to handle and automate mundane tasks:
Ticket summarization
Predictive incident routing
Knowledge article generation
Virtual agent responses
This has led to:
30–50% reduction in L1 ticket volume
Faster resolution times
Improved employee experience scores (EX)
4. Low-Code / No-Code Development
With App Engine Studio and Flow Designer, non-technical users are creating apps faster, reducing IT backlog.
👷 A manufacturing firm built 6 internal tools in 3 months with zero developers.
Industry-Wise Adoption: Who’s Leading?
Manufacturing
Plant maintenance automation Pain Point: Manual maintenance logs and delayed repairs cause production downtime and losses. Automation: Real-time monitoring and automatic scheduling of maintenance to reduce downtime.
Compliance tracking
Pain Point: Difficult to keep up with changing safety/environmental regulations manually. Automation: Ensures real-time compliance updates, automated audits, and reporting.
Safety incident response
Pain Point: Delayed or mismanaged responses to accidents increase risks and costs. Automation: Triggers instant workflows for incident reporting, investigation, and resolution.
Financial Services
ITSM + risk and compliance workflows Pain Point: Disconnected IT and compliance systems lead to security gaps and audit issues. Automation: Integrated workflows ensure consistent policy enforcement and faster incident handling.
KYC (Know Your Customer) and onboarding automation
Pain Point: Manual document checks are slow, error-prone, and frustrating for customers. Automation: Speeds up onboarding with AI-based document verification and approval processes.
Healthcare
Patient services integration
Pain Point: Patients face fragmented communication between departments and delayed services. Automation: Integrates appointment scheduling, billing, and records into one seamless workflow.
Clinical operations workflows
Pain Point: Manual scheduling and coordination waste staff time and reduce efficiency. Automation: Automates scheduling, lab/test coordination, and treatment updates.
IT incident + EMR (Electronic Medical Record) issue resolution
Pain Point: Slow resolution of IT issues affects critical systems like EMRs. Automation: Prioritizes and resolves IT incidents quickly with intelligent routing.
Government & Public Sector
Citizen service portals Pain Point: Citizens face long queues, paperwork, and poor communication from departments. Automation: Self-service portals streamline applications, status updates, and responses.
Field service automation (mobile-first)
Pain Point: Field officers rely on manual updates, leading to delays and errors. Automation: Mobile apps enable real-time reporting, task updates, and tracking.
HR and procurement digitization
Pain Point: Paper-based processes cause delays in hiring, approvals, and purchases. Automation: Digital workflows reduce turnaround times and improve transparency.
Beyond 2025: Where Is ServiceNow Headed?
Deeper AI integration in workflows (process mining, intelligent suggestions)
Industry-specific solutions (e.g. Healthcare Operations, Telecom Service Management)
Expansion into small-to-medium enterprise (SME) market via pre-built solutions and partner-led implementations
Focus on environmental and social governance (ESG) workflows
Final Thoughts: What the Numbers Really Mean
But more importantly, they’re using it to transform how they work. ServiceNow isn’t just software; it’s a strategic platform helping businesses future-proof their operations, improve agility, and delight users — from employees to customers.
Whether you’re a CIO evaluating your digital roadmap or an ops leader looking to cut inefficiencies, ServiceNow is proving to be a trusted platform of choice in 2025 and beyond.
When enterprises talk about CRM, they usually picture software that manages sales, service, or marketing interactions. A strong CRM doesn’t just store customer details; it creates a single, connected view of every touchpoint across the customer journey. Instead of information being scattered across emails, calls, and multiple systems, a CRM unifies it all, giving teams complete visibility into sales activity, service requests, campaigns, and fulfillment.
This unified approach helps enterprises build consistency in customer experiences, where every interaction feels seamless and connected. Modern CRM solutions go a step further by integrating AI, offering predictive insights, automating routine tasks, and recommending the next best action. This allows businesses to respond faster and also create more personalized experiences at a scale.
In this blog, we’ll explore why ServiceNow CRM is becoming a game-changer for enterprises and how it helps organizations move toward a smarter, AI-driven future. If you’re looking for a detailed breakdown, our ServiceNow CRM guide explains how enterprises can leverage it to boost customer satisfaction, improve retention, and drive long-term revenue growth.
How ServiceNow CRM is Reshaping the Enterprise Experience
Implementing the right CRM strategy is not just about managing contacts or tracking sales, it’s about creating a connected ecosystem that transforms how enterprises engage with customers, employees, and partners. ServiceNow CRM takes this approach a step further by combining traditional CRM capabilities with workflow automation, AI-driven intelligence, and enterprise-wide integration.
Here’s how ServiceNow CRM is reshaping the overall experience for enterprises:
1. Unified Customer Data
ServiceNow CRM eliminates silos by consolidating customer, lead, and account information into a single system of record. This gives sales, service, and support teams a 360-degree view of every customer interaction, ensuring more informed decision-making and personalized engagement.
2. Seamless Workflow Automation
From lead management to service escalations, ServiceNow CRM automates workflows across front, middle, and back-office functions. This reduces manual effort, shortens cycle times, and ensures that every process from opportunity tracking to post-sale support flows without disruption.
3. Proactive Customer Service
With built-in customer service management (CSM) features, enterprises can handle post-sale support more intelligently. AI-powered case routing, automated updates, and predictive service insights help resolve issues faster and improve customer satisfaction.
4. Connected Communication
Integrated email, chat, and messaging tools allow teams to communicate with customers from one platform. Every interaction is captured in context, so no conversation feels repetitive or disconnected.
5. Enterprise-Grade Integrations
ServiceNow CRM integrates seamlessly with ERP, marketing automation, and commerce platforms. This interoperability ensures smooth data exchange, reduces redundancy, and empowers enterprises to deliver consistent experiences at scale.
6. AI and Analytics at the Core
With predictive intelligence and advanced analytics, ServiceNow CRM not only highlights opportunities but also recommends next steps. This empowers teams to make proactive decisions, improve forecasts, and deliver hyper-personalized engagement.
By aligning CRM with enterprise workflows and customer expectations, ServiceNow is redefining how organizations build loyalty, retain customers, and grow revenue. It’s not just a tool; it’s a transformation engine for modern enterprise.
ServiceNow AI-Based CRM Platform
ServiceNow CRM is not just another customer management tool; it’s a next-generation, AI-driven platform designed to manage the entire customer lifecycle within a single system. From lead generation and sales to fulfillment and long-term service support, it brings every stage of customer engagement into one seamless flow.
Unlike traditional CRM platforms that stop at sales or support, ServiceNow CRM acts as a system of action, breaking down silos and connecting every department that touches the customer. Built on the powerful Now Platform, which already supports IT, HR, and enterprise operations for leading global companies, ServiceNow CRM extends this same reliability and scale to customer-facing workflows.
At the heart of this platform lies AI-powered intelligence. With embedded AI agents, enterprises can automate repetitive tasks, proactively resolve requests, and provide instant support, all while enabling human teams to focus on more strategic interactions.
Wrapping Up
Enterprises today need more than a traditional CRM. They need a connected, AI-powered platform that aligns sales, service, and fulfillment into one seamless journey. ServiceNow CRM delivers exactly that by breaking silos, automating workflows, and enabling proactive, personalized customer experiences. Its AI-native foundation ensures faster resolutions, smarter insights, and stronger customer relationships at scale. By reshaping enterprise operations from lead to post-sale support, ServiceNow CRM proves to be a true game-changer. To explore its capabilities in detail and understand how it can transform your business, our ServiceNow CRM guide is the perfect place to start.
