Many enterprises face persistent service management challenges such as fragmented workflows, rising operational costs and low process visibility. Organizations often struggle with inconsistent service processes, siloed data and difficulty measuring the impact of their digital initiatives. Platforms like ServiceNow are helping enterprises overcome these challenges by providing a unified system of action that streamlines operations, integrates data and accelerates measurable business outcomes.
“My work is about shifting ServiceNow from a ticketing tool into a strategic value engine,” says Richie Adetimehin, a strategic advisor in ServiceNow specializing in driving AI transformation.
Adetimehin’s approach blends product thinking, governance design and AI strategy into a scalable service blueprint. His framework has helped enterprises streamline operations, reduce technical debt and unlock new efficiencies. He is equally committed to empowering professionals, guiding them into high-impact roles where ServiceNow and AI expertise directly translate to career growth.
Aligning Design to Business Outcomes
For Adetimehin, the first principle for effective service design is to begin with outcomes, not features. “One of the biggest traps I see,” he says, “is starting with platform capabilities instead of business outcomes.” He challenges organizations to define success before automating anything. This means identifying the specific metrics that matter, whether it is reducing mean time to resolution, increasing portal usage or improving proactive incident prevention.
By reverse-engineering the service blueprint from business goals, enterprises shift from IT service management to holistic enterprise service design. The difference is that “every process, persona and metric should align to a real-world outcome.”
Building a Living Operating Model
The second pillar of Adetimehin’s blueprint is the operating model. Many enterprises underestimate how strong governance amplifies the value ServiceNow is designed to deliver. He advocates for what he calls a living operating model, a structure that evolves as the organization grows.
This model establishes clear accountability, service ownership and continuous feedback loops. It is built to support modular expansion, whether the enterprise is deploying GenAI agents, automating change approvals or scaling new service workflows. “The model should support agile delivery, compliance and rapid iteration without turning chaotic at scale,” he says.
AI Enablement as a Business Capability
Adetimehin has deep experience guiding companies through AI and GenAI adoption within service management. He regularly reminds executives that AI enablement requires far more than technology. “AI in service management isn’t just about deploying models,” says Adetimehin. “It’s about preparing your people, your business processes and your data.”
This readiness includes responsible AI policies, compliant data pipelines and governance structures capable of supporting sustained intelligence services. Through his advisory roles, he has helped enterprises build proactive incident prevention flows, implement real-time sentiment analytics and streamline service operations with automated decisioning.
None of this, he emphasizes, succeeds without governance embedded from the start; AI must be integrated into the blueprint, not added as an afterthought.
Scaling with Continuous Measurement
Enterprises sometimes overlook the opportunity to strengthen outcomes through continuous measurement once ServiceNow is live. Adetimehin stresses that continuous improvement is the only way to maintain ROI. Strong service metrics, transparent dashboards and recurring alignment sessions allow teams to identify gaps quickly and refine their processes.
His experience spans ITSM, Employee Center, CMDB, APM, CSM and HRSD, and he increasingly focuses on how AI transforms these service layers. This perspective positions him as both a technologist and a business strategist. His mission is clear: to help organizations achieve measurable ROI and to equip professionals with the expertise needed to thrive in ServiceNow-driven environments.
Bridging Enterprise Value and Professional Growth
A distinguishing aspect of Adetimehin’s work is his dual focus on enterprise transformation and individual career development. He partners with early stage companies seeking scalable AI-enabled service operations, as well as global organizations aiming to modernize their service design. At the same time, he coaches professionals looking to land high-impact ServiceNow roles, helping them build the process consulting and AI skills that companies increasingly demand.
“If you want an AI-powered service experience that truly drives return on investment,” he says, “then you need a blueprint that connects your vision to lasting value.”
Learn more or connect with Richie Adetimehin on his LinkedIn.
