We digitised. We didn’t transform.

That quote from the ServiceNow AI Summit hit hard—because it’s true for so many orgs.

We replaced paper with forms. Emails with workflows. But most of us didn’t really change how work happens.

I wrote this blog to reflect on that gap—and introduce a framework that helps teams move from chaos to clarity, and finally, to actual transformation.

Part 1 of a 4-part blog series: Rethinking Transformation with ServiceNow