ServiceNow

I help businesses transform with the power of AI. Your workflows and data connected with AI is driving real ROI, and I have the distinct privilege of helping to tell that story and kickstart action.

I am delighted to leverage my deep understanding of AI technologies and automation success to enable ServiceNow customers to transform employee and customer experiences, ensuring seamless integration and maximum value from the latest AI innovations. 

As an Advisory Solution Consultant at ServiceNow, I'm part of a team of AI specialists who work to help our clients understand and leverage the latest AI and automation capabilities of the ServiceNow Platform. 

Together, we conduct training sessions, workshops, proofs-of-concept and explorations that explain, demonstrate, and showcase the transformative potential of AI and Intelligent Automation.

Advisory Solution Consultant - AI Specialist

AI MISTAKES

AI MISTAKES is on a mission to foster a shared learning journey through the landscape of artificial intelligence. I demystify AI by illuminating the unexpected outcomes and common missteps that arise when working with these tools. By reframing mistakes as valuable learning opportunities, we aim to build a resilient and curious community of lifelong learners while building essential skills for the future. 

AI MISTAKES is not just about gaining technical proficiency; it's about embracing the trial-and-error process as an essential part of innovation. The goal is to empower individuals and organizations to explore, experiment, and expand their understanding of AI, turning each stumble into a step forward on their AI journey. In addition to sharing knowledge, AI MISTAKES offers tailored guidance to individuals and organizations looking to enhance their AI capabilities and building programs that empower the people at all levels to perform and delivery results using the AI tools, techniques and strategies.

Founder

PepsiCo

Innovation can happen anywhere, and when it does you must foster it, help it develop, and grow! We work with colleagues around the world to activate innovation that extends to all parts of the company. Whether it is Improving the products and capabilities we have, or enabling new ideas for products and capabilities yet to come, we activate success. Great ideas come in so many sizes and even the smallest can have an outsized impact.

With a small team of talented people we are relentlessly striving to empower the people of PepsiCo to perform like never before and in ways never before imagined.  Some of our current avenues of exploration are tech scouting, prototyping, building platforms, growing education through exposition events, and especially facilitating design thinking and ideation sessions.

The part of this work that I find most engaging, is working towards helping others develop continuous improvement practices in whatever they do. It might take the form of new technology, process improvement, culture change, or people engagement at every level. I believe that by encouraging the use of DevOps, agile practices, new ways of working and people empowerment, we will unlock never before seen levels of creativity, productivity and satisfaction while improving peoples lives and bringing ever more smiles to our customers.

Senior Manager - Technology Innovation & Incubation

Across the globe and focusing on optimizing the value stream, I work with partners and providers to deliver cloud and datacenter compute capabilities to our ever changing and innovative business.

I'm currently focused on enabling faster infrastructure delivery and better infrastructure agility, particularly with hybrid cloud computing connectivity to suit the strategic needs of an evolving portfolio of consumer products.  

With an excellent team of experienced architects and engineers, we are developing new solutions that enable better technology solutions in far flung and often remote manufacturing and distribution facilities. 

Beyond being involved in transforming our infrastructure services, I also work toward bridging the divide between operations and application development in order to provide for continuous improvement across our application portfolio. I believe that by encouraging the use of practices typically associated with manufacturing and software development, we can enhance our infrastructure delivery and support disciplines substantially. Coupling developer best practices and best of breed configuration management tooling is a powerful combination allowing incredible productivity gains and faster time to market with rapid delivery of services.

Specialist - Infrastructure Architecture & Engineering

Working with multiple teams across the world to deliver the best of Intel hardware and Microsoft Windows to PepsiCo, striving to develop and engineer flexible and modular enterprise automation. Evangelizing the use of PowerShell across Intel servers and clients as well as working with application teams to drive toward a dev-ops culture. In concert with our worldwide infrastructure management partner, we provide engineering and support for Windows Server 2003, 2008, 2008R2 and 2012. 

Project initiatives are the biggest part of my responsibility, varying from hardware integration to operational management to infrastructure automation to workload optimization (hardware/virtual/ordering configuration). Integration is probably the most interesting part of the puzzle because there is an incredible diversity of systems and application that need to be brought together.

A key responsibility is working with our multiple sourcing providers to ensure security compliance and best practice implementation. In bringing about a secure and well managed environment, I especially enjoy working directly with hardware and software vendors to ensure our technological future. I get to work with leaders in our industry to bring to bear the latest hardware standards, improve service management, evaluate new hardware, software and cloud solutions.  Partnering with so many different organizations, I frequently provide feedback to vendors on problems and improvements needed as well as ensuring that the vendors are providing solutions that are in the best interest for all involved.

The part I most enjoy about my current role is sharing information with those around me and helping others to understand how they can best leverage the Windows and Intel world to deliver best in class services, analysis and information.

Associate Specialist - Windows Engineering Lead

Windows Server Engineering
   - Developed and Implemented transition plans to move from Dell server hardware to HP server hardware for all new systems.
   - Defined new Intel hardware standards (windows and linux) for implementing new HP Blade and Rack systems
   - Implemented new hardware monitoring system architecture and infrastructure
   - Delivered Windows Server 2008 R2 automated build to support existing Dell hardware and future HP hardware.
   - Implemented automated RAID provisioning as part of automated server build capabilities.
   - Delivered USB based windows installation process to enable worldwide server build capability in low bandwidth locations worldwide.
   - Drove enterprise firmware update agreements to establish business approved 'maintenance window' to improve blade environment stability and performance

Windows Client Engineering
   - Served as consultant as part of a small task force assembled to improve Windows 7 boot performance to speed adoption of the new platform
   - Brought server build 'best practices and lessons learned' over to client build automation to improve delivery quality and speed
   - unified server and client Windows PE environment to implement PXE based install process throughout the enterprise
   - Met with multiple vendors during client hardware RFP process.
   - Evaluated desktop, laptop, ultrabook and tablet systems for RFP process and provided specific rating and details to procurement team to assist with RFP processes and selection.

Responsible for Windows on Intel Engineering
   - Brought together disparate team of server and client windows engineering to build a framework for future build automation.
   - Put together a common PowerShell framework allow for modular build scripting and execution.
   - Worked with a cross-cultural/cross-country team of engineering in 3 separate locations to bring about a successful Windows 7 migration project and Windows Server 2008 R2 platform.

Infrastructure/Operations Senior Analyst - Windows Engineering Lead

Responsible for the enterprise automated server build of Windows Server 2003 and 2008.  
   - Re-engineered the existing OEM OS setup process with flexible hardware agnostic images based process, establishing a long term supportable process through the remainder of the OS life-cycle. 
   - Encouraged the additional and utilization of the Standard 64-bit version of Windows Server 2003 to decrease licensing costs but provide for high-memory configurations of hardware.
   - Unified 32-bit installs and 64-bit installs into a single scripted process to further enhance consistency across version (standard, enterprise/32-bit, 64-bit)
   - Unified installation process to be consistent across virtual hardware and physical hardware
   - Built an extensible windows update mechanism to allow progressive and continual windows updates to be added to build configuration upon enterprise approval.
   - Implemented new "build check" process to allow server build tasks to be completed at a lower stage in the provisioning process and ensuring consist build results.

Responsible for the enterprise security standard implementation of Windows Server 2003.
   - Researched, Implemented CIS policy settings across new and existing Windows 2003 servers to achieve the management designated score benchmark using local policy to effect the major change on a server-to-server basis. 
   - During the remediation efforts, over 3000 servers were successfully reconfigured with minimal business impact.

Responsible for enterprise backup, recovery and business continuity capabilities.
   - Engineering an automated installation and configuration process for Symantec Backup Exec System Recovery allowing for a hands-off backup solution.  
   - Completely designed, coded and implemented a cross-platform (windows/unix) automated shutdown and start-up process across 7 different systems to support power interruption at distribution facilities leveraging a UPS comm card.

Associate Analyst - Windows Server Engineer

- Assist with server build development and engineering for Windows Server 2003
- Assist with server build development and engineering for Windows Server 2008
- Provide consulting to application teams for hardware specifications
- Assist with development of an ASP website front-end to collect server order and relevant information and input it to a workflow data software system.
- Assist with security remediation efforts by collecting data
- Develop and keep current all server build documentation
- Update ANSI C code for internal server build components

Contractor: Systems Engineer

Self-employed

Perform a wide variety of services for clients, 
 - network design 
 - system setup and maintenance
 - website hosting
 - website design and maintenance
 - E-commerce website development and solutions
 - PC/server Hardware
 - special project consultation and management
 - Computer education and training
 - database design
 - application development (JAVA/ASP/PHP)
 - backup/disaster recovery planning
 - business intelligence consulting
 - security remediation and compliance consulting

As an independent IT consultant I've worked on solutions large to small. (3 PC through hundreds of PC and several servers; 4 page brochure websites, to large, content managed e-commerce sites). At the end of the day, it's about providing the IT services that a business needs to best utilize computing resources to grow and run.

Information Technology Consultant

Texas Woman's University

• Deployed, administered, maintained and supported the computer/electronic systems of the department.  
• Ensured physical and virtual security of systems.  
• Optimized dispatch computer operations; designed and implemented video and security monitoring station for remote monitoring of campus locations.  
• Planned, designed and implemented computer based emergency alert system as stop-gap measure until direct student notification contractor chosen.  
• Integrated web based parking permit registration system.  
• Initiated RFP for upgrade of new fire/burglary alarm central station receiving computer system. Coordinated implementation of entry access security solution across multiple locations around Texas.
• Worked with state of Texas Department of Public Safety to prepare for next generation federated information system implementation.

Systems Engineer

Conroe Medical Education Foundation

Administer, maintain and support a network of over 75 computers.  Actively troubleshoot problems in the Unix and Windows NT/2000 Server environment.  Other jobs included Internal BI systems for tracking patient visits and several databases for tracking inventory, employees, patient visits, and lab tests.  Rebuilt website for residency program.

Information Systems Manager

Learn from MISTAKES with AI | Tech Transformation | Innovation | Cloud | DevSecOps

Are you struggling to demonstrate the business value of technology?

With over 25 years of experience driving innovation and architecting complex systems, I've seen fantastic technology fail because it did not adequately address the user needs of the people it was built to serve.

I specialize in creating clarity amidst complexity - bridging the gap between technology capabilities and business priorities. My superpower is quickly grasping the heart of ambiguous problems and rallying teams to deliver solutions that create measurable value.

If you are a technology or business leader tired of:

❌ Chasing the latest hype while struggling to justify budgets

❌ Translating technobabble for skeptical executives

❌ Watching projects derailed by misaligned priorities

I can help you cut through the noise to build innovation strategies and technology roadmaps that move the needle for your organization and fully leverage AI and automation.

My approach combines systems thinking, design practices, and technical fluency to:

🎯 Uncover the root causes of business problems

🎯 Rapidly validate solution ideas

🎯 Deliver technology that users love

🎯 Continually optimize to drive outcomes

I've applied this formula to industry leaders like PepsiCo and helped clients build and integrate critical IoT, cloud, data, DevOps, and AI capabilities. 

Let's connect for a discovery call to explore if my expertise can help unlock value in your technology investments.

Daniel Lemire

Tonight I opened the digital factory. 

Friday night is pretty much always creator time.

Most often, that means new video content for YouTube (and here on LinkedIn, and X). 

But tonight, something new is joining the creation workshop. 

This past week, I installed and turned on a brand new state of the art 3D printer, and I’ve already started work on my first project!

My research, analysis, and planning for 2026 to be the year physical AI. So what better way to keep tabs on the latest developments than by enabling brand new hardware that will be able to fully leverage all the great 3D models that we can already generate with AI. 

Just a day ago, Meta released a new Segment Anything model that further helps to separate and capture 3D objects. 

It’s exciting to see what’s coming, and I’m looking forward to some great new opportunities (and the content benefits that come with it) to literally build with AI in 2026. 

Let me know what you would try out if you had the chance, and especially let me know if you’d like to consider partnering up for exploring and building with AI in 2026.

ServiceNow AI Consultant | AI MISTAKES | Transformation | DevOps

No alternative text description for this image

After spending the last several years building apps with AI, it still amazes me how this is even possible. 

I’ve shifted to different apps and solutions over the years, but there's always another new idea that lets me test what’s possible. 

Lately, it’s incredible how little I have to do to finish an app. Most of the time now, I don’t even have to ask it to test the app; it’s already doing it!

So consider this: if there is a small app that solves a specific problem you would be willing to pay $20 or more for, it might be time to try an agentic coding platform.

And if you are already working with ServiceNow, you really must see the Build Agent in action; it’s truly remarkable.

Why do some AI initiatives accelerate while others stagnate?

After working with dozens of enterprises on their AI transformations, I've noticed a pattern that rarely gets discussed:

It's not about the technology...it's about the questions we ask.

Here's what I mean:

Instead of asking "How can we use AI?"
Ask "What problem are we truly trying to solve?"

Instead of "Which AI tool should we buy?"
Ask "How will this create value for our customers?"

Instead of "How much can we automate?"
Ask "Where does human expertise matter most?"

The most successful transformations start with these fundamental questions. They treat AI not as a silver bullet, but as a powerful tool in a broader strategy.

The organizations that thrive don't chase AI for AI's sake. 

Focus on:
• Clear business outcomes
• Employee empowerment
• Customer value creation
• Measured, intentional implementation

AI is a means to an end, not the end itself.

What questions are you asking in your AI journey?

This image reminds me of Thanksgiving celebrations as a kid, and when I look at it, it evokes emotions because it brings back that childhood experience.

Way back when I was in elementary school, Thanksgiving activities included coloring, and they always included a cornucopia.

I have rarely seen a cornucopia in person, and we do not have one in our home, despite it being the regularly used home for Thanksgiving festivities (mainly because we have a table that seats 14). 

Anyway, what's interesting about this image, and the effort I put into generating it with AI, is that in the past, if I had wanted to do this post, it would have taken hours of effort to share this with you in the visceral way that I am doing right now because of image generation.

The image's reality is not the point; your emotional reaction is.

I am using AI to invoke something beyond an image. This is the case with almost anyone who uses AI to generate images or video... It's all about our reaction.

They’re powerful because they make us feel something real.

As we step into this season of gratitude, that's the reminder worth holding onto: Technology can generate the picture, but only people generate meaning.

So if this simple AI cornucopia stirred a memory for you, that's not artificial at all.

That's human, and that's something worth being thankful for.

The results are in, and they speak for themselves.


The G2 community ranked ServiceNow ITSM the leader in nine market categories.

As I was reading through the comments, it’s clear that the platform does what it was engineered to do. No solution is a magic wand, even with the power of AI. 

I have the pleasure of working with our customers every day, showing what's possible and helping drive value, but what I appreciate most is how AI is solving not just problems for the enterprise but also for the platform team. 

From “having a sidekick that takes care of the grunt work” to ensuring “nothing slips through the cracks,” see what users say they love most about our ITSM: 

http://spr.ly/60427NtNA


And before I go, I need you to know that ServiceNow isn’t just winning with ITSM; we’re winning across Enterprise Workflows. 

If the work you do must be done, there's nothing like it for delivering for your employees, customers, and the whole organization.

Benchmarks are NOT reality.

We can argue about which benchmarks matter and how people *feel* about using or interacting with an AI all day long, but this is what we have right now and they are definitely relevant even if they don't tell the whole story.

I have several observations about this latest set of scores:

1.) It gets exciting when all the scores go up

2.) I get concerned when a benchmark hits 100% though, because it means we can no longer effectively compare the performance against that benchmark going forward. 

3.) Check out that ARC-AGI-2 score leap (particularly relevant to agentic AI)

Associate Professor at The Wharton School. Author of Co-Intelligence

Whoa. This new GDPval score for GPT-5.2 is a very big deal.

GDPval is probably the most economically relevant measure of AI ability, suggesting that in head-to-head competition with human experts on tasks that require 4-8 hours for a human to do, GPT-5.2 wins 71% of the time as judged by other humans.

Previous best was under 50%.

Incredible new AI advancements are happening. 

In fact, there has been enough innovation over the last 12 months to last for the next 12 years of tech implementation projects.

Now is the time to take action. 

In 2026, AI pilots will be separated from AI performers. 

Let’s break it down: http://spr.ly/6040CJcgi

Explorer of uncharted spaces. Twice voted in the UKTech50, Judge in Nesta's Open Banking and Netflix's Open Source competitions, Co-Chair of OSCON Europe, Cloud Camp and Map Camp. Regular speaker on the global tech circuit.

Simon Wardley

X : Software engineering is evolving into agentic engineering.

Me : Partially true. When we talk about Software, we normally talk about development and testing. Whilst testing is an engineering practice, the development is a craft.

X : Explain?

Me : In the early days of the industry, testing used to favour a gut feel driven approach. Traditional development handed code to testers who lacked system understanding and had to guess how things worked. Test-driven development (TDD) transformed testing from guesswork into an engineering discipline by embedding understanding directly into test suites which were made out of thousands of small, contextual tests that captured the system model and domain knowledge. What might be less obvious is that those small tests are in fact highly contextual tools i.e. they have inputs and outputs and they are applied to a specific problem (the test scenario). We should be applying those same practices to development by starting with the development experience and using composable micro tools (see attached map) rather than monoliths with added large language models (LLMs).

X : But AI will solve these problems.

Me : LLM / GPTs (which I assume you mean, given it has taken up most of the oxygen in the room) can be used to help build small, highly contextual tools. At the moment the industry is still discovering practices around LLM/GPTs and tends to focus on specifications. Whilst useful for functionality, code is more than just function but structure. The real decisions are made in code whilst architectural diagrams / specifications are nothing more than statements of belief. Which is why you're ending up with all these stories of people vibe coding systems they don't understand and hoping the LLM/GPT/Agentic Swarms will take care of it.

X : So, give up on AI?

Me : Absolutely not. But consider the following:-
1) practices are still emerging.
2) it might be wise to turn software (including development) into an engineering practice first.
3) the problems in development seem to be connected with the development experience (toolset).
4) LLM/GPTs are certainly helpful in creating small contextual tools (and also in creating hypothesis).
5) LLM/GPTs are coherence engines not truth engines.
6) the key architectural decision of our age is where do you value humans in the decision making process. That's more than just functionality but also structure.

X : You seem very negative about AI.

Me : Quite the opposite, they are a daily part of my life. I also enjoy vibe coding (or what I called conversational programming back in 2018). I just believe in understanding the landscape before making choices i.e. look before you leap.

X : But if you wait too long you'll miss out.

Me : I'm all for experimentation, use, speed and learning. I'm not in favour of jumping off cliffs without considering what's below it or asking why am I jumping (what needs am I serving) even if someone shouts "it'll be great!"

I like ducks, they're fowl but not through choice. Wardley Mapping by the inventor - swardleymaps.com

I'm looking forward to this

Dec 2nd, 1700 to 1900 GMT
Dave Snowden & Simon Wardley - An AI Rant

Open article: Dave Snowden & Simon Wardley - An AI Rant, Tue, Dec 2, 2025, 12:00 PM | Meetup by meetup.com

Dave Snowden & Simon Wardley - An AI Rant, Tue, Dec 2, 2025, 12:00 PM | Meetup

"Can AI Boards Outperform Human Ones?"

For those in the mapping community, we covered this nine years ago - https://lnkd.in/e2jyeJG5 ... and yes, given that most boards have little to no situational awareness of the economic and technological spaces that they are competing in, then today you could just replace your boards with a LLM/GPTs. 

It'll be cheaper and it won't make a great deal of difference in terms of outcome / value (which we rarely ever measure anyway). This should be applied across all executive levels where story telling governs (rather than any form of awareness) especially since the effect of most CEOs / executives is indistinguishable from random chance (see M. Fitza, decomposition of CEO impact). NB, this should be a replacement not as an assistant.

Such a replacement can also bring additional advantages. For example, we can stop worrying about endless nonsense published in HBR such as the effect of earlobes on leadership potential - https://lnkd.in/eWyks-qP - and it might even reduce the "fool of a Took" ideas common with technology executives such as replacing software engineers with LLM/GPTs.

So, please welcome our AI overlords as the replacement of the corporate hierarchy. #NoHumanLordsHere

Alternatively, if we do care about human capability or we do value humans in decision making then we might want to change tack in the West and stop using our education systems to produce useful economic units (focused on market growth) and invest in critical thinking instead. This is something that the Chinese Ministry of Education identified as a core competency almost a decade ago, with the current AI educational programs being part of that syllabus i.e. students are taught to challenge LLM/GPTs rather than simply obey them.

The only downside to focusing on critical thinking, is that there is less time for following instructions which is a problem when we believe obedient workers are the path to market growth. For those interested in the future of the West and willing to do a small amount of reading then I would suggest E.M. Forster's 1909 classic "The Machine Stops" - https://lnkd.in/ev4s_Hh4 - it has all the electrolytes that you need. 

Anyway, back to the original HBR discussion on AIs and boards ->

Chairman, DaVega & Wolfe Industries Holdings - Author, "Governance Arbitrage"

Can AI Boards Outperform Human Ones?

"When you combine these findings with CEOs’ skepticism of the value that boards bring to strategic decisions, it becomes abundantly clear that corporate governance needs to adopt AI. The companies that resist embracing it at the board level will almost certainly be outcompeted by the companies that don’t."

But what happens when AI is introduced to public company boards that are functioning from a governance model that was not designed to drive the development of the full potential of a company? 

#corporategovernance #AI #boardsofdirectors

Open article: Can AI Boards Outperform Human Ones? by hbr.org

"the whining of a tiny group of affluent homeowners scandalised at the idea of paying a £2,500 tax, and the battalions of property experts and lobbyists happy to sing backing vocals for them" - beautifully written and well said - https://lnkd.in/e5a-kBnD

That mansion tax deserves to rise.

Open article: Won’t somebody please think of Britain’s poor £2m homeowners? Oh, wait – everyone already is | Jonathan Liew by theguardian.com

Won’t somebody please think of Britain’s poor £2m homeowners? Oh, wait – everyone already is | Jonathan Liew

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The Battle

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Simon Wardley

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The Battle

Daniel Lemire

Simon Wardley

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Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Daniel Lemire's LinkedIn Performance

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