O ServiceNow Knowledge 2025, one of the most anticipated events of the year for the platform ecosystem, brought together experts, partners and customers to discuss the latest trends and innovations. Just like in Knowledge 2024, 4MATT, a Premier Partner and specialist in ServiceNow enterprise architecture, was present in the first days, bringing valuable insights on crucial topics for digital transformation: robust architecture for complex projects and the growing influence of Artificial Intelligence (AI) in the corporate environment.
This article aims to provide an in-depth analysis of the most relevant discussions and announcements from the opening days of the event, with the expert eye of 4MATT, aiming to provide actionable insights for companies looking to optimize their ServiceNow implementations and explore the potential of AI.
Day 1: Challenges and Strategies in Architecting Complex Projects
On the first day of ServiceNow Knowledge 2025, the session “Architecture design approaches for enterprise implementations” stood out for the depth with which it addressed the critical foundations for successful platform implementations, especially in highly complex scenarios such as mergers, spin-offs (divestments) and large digital transformation initiatives in the public sector.
4MATT’s participation in this discussion reinforced its commitment to technical and strategic excellence. The company joined global leaders to share proven frameworks, practical experiences and reference approaches to ensure effective governance, scalable agility and sustainable architecture in large-scale projects.
Governance as a Central Pillar of Business Scale
Efficiently consolidating multiple ServiceNow environments within an organization is intrinsically dependent on well-structured technical governance. During the session, a practical case study led participants to identify three main priorities to ensure alignment across multiple work fronts:
- Governing Councils (21 votes): These councils facilitate shared decision-making and ensure the scalability of architectural policies and standards across the organization. 4MATT emphasizes the importance of a collaborative forum to align the needs of different business areas with the platform’s technology strategy.
- RACI Framework (16 votes): The RACI (Responsible, Approver, Consulted, Informed) matrix promotes clarity of roles and responsibilities within projects. 4MATT applies this framework to avoid ambiguities and ensure that each task and decision has a defined person responsible, optimizing the workflow.
- Data Governance (13 votes): Ensuring the quality and consistency of information is crucial to the success of any ServiceNow implementation. 4MATT assists its customers in defining data governance policies that ensure the integrity and reliability of information across the platform.
The consistent application of this governance structure, widely recommended and implemented in projects led by 4MATT, contributes significantly to risk mitigation, predictability of results and organizational integration in major digital transformations.
Strategic Agility: Delivery with Discipline and Coordination
4MATT also actively contributed to the discussion on the pillars of agile delivery in complex corporate environments. In a transformation scenario, accelerating the time-to-value with ServiceNow requires not only agility, but also discipline and coordination between teams. The main pillars voted by participants were:
- Agile Framework (24 votes): The adoption of agile methodologies, with structured sprints, prioritized backlog and a constant focus on delivering incremental value, is essential. 4MATT has expertise in implementing agile frameworks that adapt to the specific needs of each client.
- Platform Team (20 votes): Creating a ServiceNow competency center (Platform Team) is essential to ensure long-term technical support and operational excellence. 4MATT assists in structuring these teams, promoting the dissemination of knowledge and best practices.
- Organizational Change Management (OCM) (15 votes): Successful adoption of new solutions and processes requires a robust Organizational Change Management strategy. 4MATT recognizes the importance of preparing people for change, ensuring ongoing user engagement and empowerment.
4MATT's expertise in orchestrating these different fronts enables the delivery of consistent ServiceNow solutions, aligned with business strategies. releases scalable and intelligent use of the platform's native features, maximizing return on investment.
Real Cases: The Value of Architecture in Action
The case studies presented during the session validated the practices that 4MATT applies daily in projects with clients from different sectors:
- Spin-off (Disinvestment) Project: 4MATT demonstrated how focusing on separating technology assets with early governance and delivering a functional MVP (Minimum Viable Product) enabled a controlled transition and a scalable roadmap for the client.
- Major Government Body: Faced with challenges such as high technical debt and lack of integration with legacy systems, structuring the scope with the NowCreate framework and using the App Factory, practices recommended by 4MATT in the public sector, generated scalability and efficiency.
- Public and Financial Sectors: In environments with security silos and stringent compliance requirements, 4MATT applied an 80/20-compliant architecture and a focus on stability, accelerating approvals and ensuring effective federated governance.
Enterprise Architecture as a Competitive Advantage
Throughout the session, 4MATT emphasized that excellence in ServiceNow architecture goes beyond the platform itself. It is about the ability to connect the strategic vision of the business with day-to-day technical execution. The work of Certified Technical Architects (CTA) – a highly qualified technical profile present in the 4MATT team – is essential to drive frameworks such as NowCreate, governance boards and iterative continuous delivery models.
By investing in a powerful combination of governance, agility, and continuous improvement, organizations can drive sustainable results with ServiceNow. 4MATT is proud to lead this journey alongside its customers, transforming operations with security, scalability, and business intelligence.
Day 2: Artificial Intelligence Transforms the Business Landscape
The second day of ServiceNow Knowledge 2025, held May 6 in Las Vegas, marked a significant strategic shift in how businesses are integrating artificial intelligence (AI) into their operations. With a clear focus on governance, interoperability and enablement, ServiceNow showcased innovations that promise to redefine AI management in the enterprise.
AI Control Tower: Centralized AI Governance
AI Control Tower serves as a unified command center, enabling organizations to monitor and manage all of their AI agents, models, and workflows—whether native to ServiceNow or third-party—from a single, intuitive platform. With advanced features like real-time dashboards for monitoring, end-to-end AI model lifecycle management, and built-in compliance, AI Control Tower provides full visibility and ensures strategic alignment between AI initiatives and business objectives.
AI Agent Fabric: Interoperability between AI Agents
The AI Agent Fabric acts as a critical communication backbone for increasingly complex AI ecosystems. This innovative solution enables autonomous agents from different vendors – such as Microsoft, NVIDIA, Google or Oracle – collaborate and share context in real time. Using standardized communication protocols such as MCP (Message Channel Protocol) and A2A (Agent-to-Agent), the AI Agent Fabric facilitates the coordination of complex tasks between multiple AI agents, promoting efficient and secure orchestration of automated processes.
Apriel Nemotron 15B: Advanced Language Model
Developed in a strategic partnership with NVIDIA, Apriel Nemotron 15B is a state-of-the-art language model with 15 billion parameters and specifically optimized for advanced reasoning and real-time decision-making in the enterprise context. Trained on ServiceNow-specific data and leveraging the powerful NVIDIA DGX Cloud infrastructure, Apriel Nemotron 15B delivers superior performance with lower latency and compute cost, making it ideal for enterprise applications that require fast, accurate, contextual decisions.
ServiceNow University: Training for the AI Era
Recognizing the importance of preparing the workforce for the growing integration of AI, ServiceNow has introduced ServiceNow University, a free, gamified online learning platform. Designed to empower professionals with essential skills for the AI-driven workplace, the platform offers personalized, AI-powered learning profiles that recommend courses aligned to each user’s career goals and skills gaps. This initiative also actively supports the RiseUp program, which has an ambitious goal of reaching 3 million learners by 2027.
CSDM 5.0: AI-Ready Data Structures
Common Service Data Model (CSDM) 5.0 represents the evolution of ServiceNow’s standard data model, now with enhanced support for AI components. This new version makes it easier to document and manage AI assets within CMDB (Configuration Management Database), including specific language models, AI applications, and GPU resources. By integrating CSDM with AI assets, enterprises can achieve more robust governance that aligns with the automation and compliance needs of the AI era.
Conclusion
The early days of ServiceNow Knowledge 2025 have demonstrated ServiceNow’s commitment to delivering increasingly integrated and scalable solutions to drive AI-powered digital transformation in enterprises. The innovations showcased provide organizations with the tools they need to manage, orchestrate, and empower their workforces—both human and digital—efficiently and securely.
4MATT’s expertise in ServiceNow architecture and its vision for the implications of AI in the enterprise environment position it as a key strategic partner for companies looking to successfully navigate this new era of digital transformation. Stay tuned for 4MATT’s upcoming ServiceNow Knowledge 2025 analysis for even more valuable insights and insights.