O SNUG ServiceNow Sao Paulo 2025, held on March 11, 2025, brought together ServiceNow experts, customers, and partners to share the latest platform updates, success stories, and best practices. It is one of the main events for the ServiceNow community in Brazil – an essential forum to deepen knowledge, expand professional networks, and explore innovations in the ServiceNow ecosystem.
Key themes of the event included highlights on upcoming platform releases, real-world case studies from leading Brazilian organizations, and a strong focus on AI-driven workflow transformation.
New Platform Features and AI Innovations
ServiceNow used SNUG São Paulo to showcase platform enhancements, with an emphasis on the “Yokohama” launch, which will be today (General availability) March 12, 2025. Attendees had early access to Yokohama’s new capabilities, which encompass advancements in AI, automation, and industry-specific solutions.
Generative AI and automation were central themes. Innovations include:
- Generative AI for the Now Virtual Agent – enabling smarter, more agile interactions.
- Enhanced AIOps – for more efficient and proactive IT support.
These updates reinforce ServiceNow’s commitment to driving digital transformation and workflow automation at scale – spanning IT, employees and customers.
ServiceNow and partners highlighted the impact of generative AI (Now Assist) and hyperautomation, demonstrating how these innovations help organizations operate smarter. Dedicated sessions on artificial intelligence, automation and workflow optimization allowed attendees to see these innovations in action.
Highlight for the presentation of CSDM and Evolution in Service Management
In the SNUG 2025 presentations, one of the topics that drew attention – as in every event – was the importance of CSDM (Common Service Data Model) for improving the visibility, reliability and automation of data used in strategic decisions. The topic stood out even more at this SNUG, mainly due to the new approaches to artificial intelligence within the data model.
The event also addressed challenges in service management and the evolution of CSDM 5.0, providing guidelines for better governance on the ServiceNow platform. The updated model helps companies structure their data more effectively, enabling greater alignment with platform best practices and ensuring that organizations have a solid foundation for their AI and automation initiatives.
Experts highlighted how CSDM is an essential element for companies seeking improved governance, greater operational efficiency and more strategic insights into their digital operations.
Success Stories and Use Cases
Real-world case studies were a highlight of SNUG São Paulo, with Brazilian companies sharing how ServiceNow is transforming their operations. Some notable presentations included:
- SAM Transformation at Banco Bradesco
Bradesco, in partnership with 4MATT, presented a Software Asset Management (SAM) case study. The automation of the management of more than 1,000 software contracts eliminated manual processes, reduced errors and optimized costs, avoiding unnecessary renewals. This end-to-end solution significantly improved operational efficiency and governance at the bank.
- Risk Management at B3
B3 (Bolsa de Valores do Brasil) demonstrated how it implemented ServiceNow’s Integrated Risk Management (IRM). This complex project required close collaboration between ServiceNow and B3 teams, strengthening the organization’s governance and risk controls. The case study highlighted the platform’s impact on corporate compliance and strategic risk oversight.
- Application Management at Petrobras
Petrobras presented its implementation project of ServiceNow Application Portfolio Management (APM) to manage more than 2,000 applications. With this solution, the company was able to significantly reduce technical debt, ensuring greater visibility over its digital assets and promoting collaboration between technical and business teams. The case study demonstrated how ServiceNow APM helped the company to rationalize its application portfolio, eliminate redundancies and improve operational efficiency.
- Optimization of Facilities Management at Globo
Globo shared how it used ServiceNow Field Service Management (FSM) to streamline facilities management and revolutionize its operations. The platform enabled greater automation and efficiency in resource allocation, reducing response times and improving the experience for internal users. Implementing FSM facilitated coordination of field teams and improved operational visibility, ensuring greater control and predictability in maintenance and support processes.
These real-world examples illustrated the tangible benefits of ServiceNow, from automating large-scale IT processes to improving cost efficiency and risk governance, showing how Brazilian companies are using the platform to drive digital transformation.
In addition to innovations and case studies, SNUG São Paulo 2025 reinforced community collaboration and learning. The event format – with interactive sessions and networking forums – encouraged knowledge exchange among ServiceNow users, helping them solve challenges and share best practices.
Attendees were able to interact with industry experts and peers, discussing topics such as AI adoption in enterprises, workflow automation strategies and best governance practices.
Overall, SNUG São Paulo 2025 reaffirmed ServiceNow’s role as a critical platform for innovation. Attendees explored the platform’s latest trends and capabilities, learned how new features (such as Yokohama’s AI enhancements) can be applied, and left the event with valuable insights on how to “make the world of work work better” through digital workflows.
4MATT, a Premier ServiceNow partner, is ready to help your business extract maximum value from the platform, from implementation to ongoing optimization. Want to take your IT management to the next level? Talk to our experts.