Where to Start with AI for Your Business

By Tara Macaulay

AI and Machine Learning have been hot topics at ServiceNow’s Knowledge event—and let’s face it, they’re everywhere. From boardrooms to breakrooms, leaders are asking how these technologies can transform their organizations. But with so much buzz, the real challenge is knowing where to start.

Before putting AI on your roadmap, here are four practical steps to guide your approach:

• Start with the problem, not the tech. Define what you want to achieve—whether that’s improving customer experience, reducing manual work, or accelerating insights. A clear business outcome helps cut through the hype.

  
  

• Check your data health. AI is only as good as the data it learns from. Is your data clean, structured, and accessible? If not, prioritize data readiness before investing in advanced models.

  
  

• Engage your people early. AI adoption succeeds when employees understand the “why.” Be transparent about how roles may evolve, provide training, and involve teams in shaping how AI will be used.

  
  

• Pilot, measure, scale. Start with a small, high-impact use case. Track measurable results—cost savings, faster resolutions, improved satisfaction—then expand to other areas once value is proven.

The bottom line: AI is not a magic switch; it’s a journey. By anchoring it to business priorities, preparing your data, and bringing your people along, you can move beyond buzzwords and make AI a driver of real, sustainable growth.