Q&A: ServiceNow CIO sees an ‘iPhone moment’ for genAIon November 7, 2023 at 11:00 Computerworld


Like many enterprises, ServiceNow has been incorporating artificial intelligence (AI) into its internal systems and customer-facing products for years. But when Open AI’s ChatGPT emerged a year ago, everything changed — fast. 

Suddenly, what had been machine learning — or “analytical AI” that could produce recommendations based on financial, sales, and marketing data —  became natural-language processing. A brand new employee could suddently ask the corporate generative AI (genAI) application for an answer to an in-depth client question. Seasoned employees could ask the platform for information about company benefits or how to get a new laptop.

Chris Bedi joined ServiceNow in September 2015 and serves as the company’s chief digital information officer. Prior to joining ServiceNow, he spent almost four years as CIO of JDS Uniphase Corp. (JDSU), where he was responsible for IT, facilities, and indirect procurement. Before that, Bedi held various positions at VeriSign between 2002 and 2011, including CIO, vice president of corporate development, and vice president of human resource operations.

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