Richie Adetimehin has built a career helping enterprises bridge the divide between technology and business value by making the most out of the cloud platform ServiceNow. The real story is not about technology at all. For him, measurable ROI emerges only when organizations treat ServiceNow AI as a strategic lever rather than a catalog of features. “When you anchor AI to outcomes that matter, the platform stops being another tool and starts becoming a catalyst for enterprise-wide performance,” says Adetimehin.
The platform becomes transformative when leaders elevate fulfiller and requester experiences, reinforce governance and tie every AI capability back to a clear business outcome. That alignment is what turns ServiceNow into the engine of an enterprise rather than another system competing for attention.
Bridging the Divide Between Technology and Business Value
Many ServiceNow programs launch successfully, yet six months later leaders find themselves confronting inconsistent processes, low adoption, confusing dashboards and an unclear return on investment.
According to Richie Adetimehin, the turning point lies in linking AI capabilities to strategic intent rather than treating them as isolated features. “My key drive comes from witnessing firsthand how solutions with ServiceNow like Now Assist transform organizations from IT-driven operations to true business value engines,” he explains. His experience spans ITSM, Enterprise Architecture, CSM and CMDB transformations, giving him a front-row seat to how AI accelerates outcomes when implemented with precision and clarity.
Why Companies Struggle to Connect AI to ROI
Despite growing interest in ServiceNow AI capabilities, most organizations find it difficult to quantify impact. Adetimehin attributes this to an overemphasis on tools rather than outcomes. “Many companies struggle to link ServiceNow AI capabilities to return on investment because alignment requires bridging technology with business strategy and operations,” he says.
Leaders tend to push ahead without defining KPIs and mapping AI use cases to platform capabilities and process improvements. Deloitte reports that 42% of AI projects stall because organizations fail to articulate measurable outcomes early in the process while research from Gartner found that fewer than half of AI initiatives make it from pilot to production due to unclear objectives.
“Organizations get stuck in the technology adoption phase. They focus more on features than outcomes, and that leads to fragmented efforts,” Adetimehin adds.
The Three Steps That Drive Measurable ROI
Adetimehin’s work has delivered outcomes such as 20 percent reductions in MTTR, improved workflow intelligence and major increases in platform adoption. When asked how companies can replicate this success, he shares three practical steps.
1. Set Outcome-Based KPIs: Before any AI rollout, leaders must determine which business outcomes matter most. “Map specific Now Assist use cases to measurable targets to reduce MTTR, deflect cases, increase time to value, increase first-contact resolution or boost data quality scores” he says.
2. Empower Fulfillers first before Requesters: Adetimehin emphasizes improving the live agent experience as the fastest path to value impact. Agents often spend nearly 40 percent of their time documenting incidents. “With Now Assist, agents can save 10 to 15 minutes per ticket,” he says. That leads to faster resolution, reduced backlog and less burnout.”
3. Drive Adoption and Continuous Feedback: AI initiatives cannot succeed without ongoing reinforcement. “Invest in training, change management and feedback mechanisms that capture real fulfiller and requester experience,” he advises.
The Road Ahead: AI as a Performance Catalyst
The rapid evolution of AI in service management is reshaping enterprise performance. ServiceNow’s own data shows reductions in manual work, faster incident resolution and improved customer satisfaction. The next frontier lies in predictive and preventative workflows that mitigate issues before they impact operations where ServiceNow Agentic Workflow redefines automation in business operations.
“In the coming years, those leveraging ServiceNow AI capabilities will set new benchmarks for agility, risk management and customer centricity,” he says.
Connect with Richie Adetimehin on LinkedIn for more insights and guidance on maximizing ServiceNow investments.
