ServiceNow: GenAI & Pro Plus Upselling

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I value the candid and unbiased view. Often, as humans, when we're tied to a specific platform, it can be challenging to remain objective. However, your response seemed quite objective, and I appreciate it as much as one could be. Let me ask you about this. You mentioned vaporware, can you talk a little bit more about that? What have you seen out of the Pro Plus or the Now Assist SKUs? Please discuss the pros and cons and we'll take it from there.

My biggest issue right now, is that I haven't seen much beyond demos. I've seen demos presented, and it appears there's a lot of promising features. However, when delving into the details, most AI conversations I have involve cautioning customers against hastily adopting a new platform and discarding their old data. That historical data might now be more valuable due to its context. That's typically where the conversation ends. It might lead to discussions about using data migration tools during implementation, but I haven't progressed beyond that. I haven't personally sold an AI deal yet, though my colleagues and I have had numerous discussions. I believe the capabilities are there; I've seen the ServiceNow demos. However, I remain somewhat skeptical because, while things can look impressive, until you engage with it hands-on and consult a developer who can explain the complexities, it's hard to gauge. The surrounding AI capabilities, like ChatGPT, are noteworthy. It's not enough to claim low code, no code capabilities. ServiceNow's AI is supposed to handle configurations and updates with minimal input.

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Regarding the whole Pro Plus thing, let's assume in a year or two it goes from vaporware to a real product. Does it make sense for customers on standard to move to Pro Plus, or do they need to be on Pro first to benefit from Pro Plus?

You can make the jump. If you've established yourself on standard, you're working in the environment and know what's going on. We'd probably do a health check. ServiceNow's health check isn't enough; you need to do more. Just running that report doesn't do much other than identify customizations. But if you analyze the environment and have a baseline established, we can move you to Pro and you'll get the benefits.

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