Case Study: ServiceNow maps 4,000+ process variants in 9 days with Klarity

ServiceNow maps 4,000+ process variants in 9 days with Klarity

ServiceNow, a leading enterprise software company, faced the challenge of becoming an AI-native organization. Its Global Partnerships and Channels (GPC) organization needed to understand its complex global operations to identify where AI could make the biggest impact, but traditional methods to map its undocumented and variant processes would have taken months. ServiceNow used Within to capture its current operational state.

Within's solution involved ingesting documents and using its Companion feature and AI Interviews to map over 4,000 process variants across 70 core workflows in just nine days, which was 87% faster than traditional methods. This revealed high-value automation opportunities, leading ServiceNow to build AI agents for partner planning and pipeline visibility, with more than half of all process improvement recommendations being addressed.

ServiceNow