ServiceNow focuses on internal AI testing before customer rollout

ServiceNow has emphasized developing and testing generative AI tools internally before offering them to customers. When Chris Bedi joined in 2015 he led a small team of data scientists; by 2023 the company was piloting 15 internal AI applications to automate repetitive employee tasks.

In May 2024 Bedi moved to chief customer officer and Kellie Romack became chief digital information officer, a shift that reinforced the internal-first approach. Romack’s digital technology engineers work with product and platform teams to turn internal pilots into customer products.

That pipeline shaped offerings such as Workflow Data Fabric, which engineers adjusted after noticing slow data transfers before the tool became available to customers in October 2024. In early 2024 Romack also led development of an internal governance tool, AI Control Tower, which later launched for customers in May 2025 with a focus on AI governance, tracking efficiency gains, and employee adoption.

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