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Who owns the process? How repeatable is it? What's the KPI?
If I can't answer all three, we don't ship it.
I say this as someone who has different AI tools generating content for me every day and multiple projects set up across my whole team.
You know what I realized? If I don't have one specific person responsible for that exact process, it doesn't matter what tool I'm running. Nobody uses it. It just sits there.
Because AI doesn't fix a broken process. It just runs it faster — broken.
That's why I pay attention when something cuts through the noise.
ServiceNow just put out a new AI playbook about how to practically reshape your workforce for the future. The company is best known for helping organizations turn fragmented operations into autonomous workflows that deliver measurable results.
Here are some of my main takeaways and why this matters if you're leading teams and figuring out where AI actually fits into your business.
The companies getting real results from AI aren't the ones with better tools. They're deciding exactly who owns each workflow, how success gets measured, and how their teams are trained to actually use it — consistently, not just at launch.
As a business owner, I know none of this works unless you bring the right people to the table. When leadership, operators, and the people doing the work aren't aligned upfront, even the best AI initiatives stall out.
The ServiceNow AI playbook focuses on exactly this: the human side of AI. Who actually owns it inside a team, how people get enabled to use it, and why most AI initiatives fail before they ever reach real adoption. People, ownership, and real workflows at the center, not just the tools.
The playbook is built around three moves that most companies skip:
build the right foundation
enable your team to actually use AI in their roles
rethink how work itself gets designed
Those three questions I ask map directly onto step one.
Buying the tool is the easy part, but getting your team to actually build a new habit around it. That's where most companies quietly fail. That's what the Enable section of this playbook covers.
I used to think getting the technology right was the hard part. It's not. The hard part is the conversation you have before you touch any of it: about ownership, about your team, and about what success actually looks like.
That's the part most playbooks skip. This one doesn't.
You can download it for free here.
Talk soon,
— Marina 💜