Romack: ServiceNow redeployed 85% of IT desk staff to higher-value roles
Kellie Romack · How Agentic AI Changes The Workplace — With Jacqui Canney and Kellie Romack · May 18, 2026 · at 11:31
Kellie Romack, Chief Digital Information Officer at ServiceNow, explains how AI automation enabled the company to reassign 85% of help desk employees to advanced technical roles.
0:00 / 0:14exact quote · 14.4s
▶ Watch the full episode on YouTube → 720p mp4 · rendered on demand · StarZero watermark
“We took 85% of those people, and we moved them to higher value jobs. We moved them to SecOps. We moved them to AIOps, right? We moved them to EBCs. And now I have 15%, and I'm coming back to the point of your, point that you made, we have 15% left on that IT service desk.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Kellie Romack
Romack: ServiceNow reduced commission inquiry time from four days to eight seconds
“It used to take four days. So we reimagined it. We put AI on it with security, and we did it in eight seconds. Four days to eight seconds.”
Romack: AI resolves 90% of ServiceNow's internal IT tickets autonomously
“We were able to move 90% of everything that came through the IT service desk, 90, 90%, from first touch to resolution autonomously with AI.”
Romack: Enterprises must redesign workflows for AI rather than automate old processes
“Don't just take AI and shove it on top of what you already do on old process. Don't automate the old, reinvent to the new, and rethink how's a better way to engage in the business so we can get those higher value works.”
Romack: ServiceNow has achieved 95% internal AI adoption
“And that's how we have 95% adoption across the company with AI.”
Romack: The gray zone between citizen development and core IT is expanding
“I will tell you, I am a little, like, worried, like the gray zone between citizen development and core IT is growing.”
Romack: ServiceNow runs an AI Control Tower monitoring all internal agents in real time
“So we have a AI control tower that we can look at any point in the day, see how many AI agents are running, both ServiceNow and third party, what the adoption is, how, how people are using that, what the metric is, and what the values created, and what the lon…”