Videos
ServiceNow on AI Orchestration & Enterprise Transformation
Insights
- Enterprise AI value will increasingly depend on orchestration layers that unify systems, workflows, and experiences across complex organizations.
- Successful AI transformation requires collaborative ecosystems rather than isolated platforms or large-scale rip-and-replace strategies.
- Energy and industrial sectors are emerging as leading examples of how AI partnerships can scale operational transformation across highly complex environments.
At the AI Horizon event in Houston, Joseph Alenchery, SVP & Business Head - Energy Next at Infosys, speaks with Basant Ramachandran, Global Partner Management Lead, about how enterprises are evolving from traditional workflow automation toward AI-driven orchestration at scale. The discussion explores ServiceNow’s shift toward becoming an “AI control tower” for enterprise transformation, where AI acts as the orchestration layer across systems, workflows, and business functions rather than replacing existing enterprise platforms. They also examine the growing strategic partnership between Infosys and ServiceNow, highlighting how the energy sector has become a leading example of AI-enabled transformation that can now be replicated across utilities, resources, manufacturing, and financial services.
Joseph Alenchery:
Hello, I'm Joseph Alenchery. I’m the SVP and business head for Energy Next. And with me is Basant Ramachandran. Basant heads Infosys relationship with ServiceNow. It's great to have you here. Now Basant, in this age of AI, what is ServiceNow trying to do? How are you evolving in this age of AI?
Basant Ramachandran:
Firstly, Joe, thank you for having us. It's been a pleasure having us being part of this event. To this question you've asked, the best way to answer is we have gone ahead and even changed the way we call our company. We used to call our company the defining enterprise software company of the next century. We changed that to ServiceNow now being the AI control tower for business transformation.
Basant Ramachandran:
Now if you look at this, it's not just a lot of big words. We are pivoting from being seen as an enterprise software company to being a leader in the AI realm. And this talks very well to another big philosophy we've got, which is, so ServiceNow as a software concept is essentially, we run the orchestration across your enterprise. We don't want to be a system of record. We don't want to be in all the different pockets that we typically see in the enterprise. We are the orchestration layer.
Basant Ramachandran:
And to that extent, we don't want to rip and replace anybody. We want to have a collaborative environment where the customer who's invested a lot of money and time into evaluating different technologies, eventually they don't want to be taking on anything either. So we want to be able to orchestrate experiences across the enterprise.
Joseph Alenchery:
And Basant, Infosys and ServiceNow in many ways have had a defining partnership. I would call it very, very successful, perhaps one of the most successful partnerships in the industry. Now, we've seen a lot of successes in the energy industry. And I think it's a great opportunity for us to replicate that across global client base. So what is your perspective on that, Basant?
Basant Ramachandran:
Yes, absolutely. For context, Joe, Infosys is just one among six global elite partners of ServiceNow. So you can imagine we've got thousands of partners. And of that, the global elite is six partners. Infosys made global elite last, I'd say, last January. So it's been a tremendous testament to the partnership.
Basant Ramachandran:
Now, of all the different segments we've been working with at Infosys, the SURE segment has been a clear leader. In fact, within SURE, your energy specifically. So at this point in time, I think globally we've captured, or together we’ve won several large-scale businesses. I think personally being part of the Infosys partnership team, we want to be able to scale that success across the other SURE segments, be it services, be it resources, be it utilities, for example, and then use this blueprint of success to talk to other segments like manufacturing and financial services where we've had reasonably good success, but not that kind of resounding success we've seen with SURE.
Basant Ramachandran:
So in many ways, events like this that we're having today and having my peers who come in for the first time they’re saying we've not seen partners do events like this and have this be so unifying with customers. I said this is exactly what good looks like. So we wanted to take this blueprint of success on the field with our customers then evangelizing the AI joined story to this customer set and then taking it out. That is truly, that's getting beyond just deals and certain wins here and there. This is like a best practice that we can take to others. And I think a replicable model where transformation can actually be, can be captured like, it’s almost like a platform replicable model.
Basant Ramachandran:
Yes, yes, and I do have to say one more thing is that this and when I said this is what good looks like… this, what we're seeing in SURE, especially in the oil and gas context is Infosys being the true transformation partner to your customer, and that is an example of things we want to take within ServiceNow and say this is what a partner should look like. Because at this point in time, we've got so many different kinds of partners. We've got large GSIs, we've got resellers, we’ve got big distribution houses, consulting companies. But I feel personally, since I’ve worked across the aisle, this GSI motion with Infosys, this global elite partnership we've got, is close to the best and we want to be able to amplify it.
Joseph Alenchery:
Great, I mean strong words, Basant, for our partnership. I love that. I love the fact that we had today leaders from across industries coming here, across cities, despite all the challenges in travel, coming here to meet, discuss on the future of where AI is leading us, and ServiceNow being the center of that discussion. I think it was just a lovely day. So thank you guys for being a co-sponsor for that. And I think the future beholds, let's see how we will take it on together.
Basant Ramachandran:
Yeah, just one real parting shot here is this acquisition we made in Moveworks is going to define ServiceNow’s future. We've made several acquisitions over the past few months now in the area of security, identity management, and really doubling down on changing the veneer of ServiceNow, around not just being a workflow company. But what really sits on top is our Moveworks. The whole thing that Moveworks is the AI front door to ServiceNow. Which means that now not only are we system of orchestration, we’re actually giving you the big entryway to experience AI within the enterprise. So what that means is that the barriers to entry just reduces tremendously. We are literally saying, bring everybody, get in through Moveworks and get into the enterprise.
Joseph Alenchery:
Exciting. I think Moveworks sounds really exciting. At least personally, I look forward to seeing that in action in some of my clients in the energy sector.
Basant Ramachandran:
Ironically, a lot of oil and gas customers have adopted Moveworks as well, and I think they are now on the cusp of realizing the value too. Fantastic. But Joe, again, thank you so much for your hospitality. Infosys has been a wonderful partnership for us. And the way is only up from here on. We’re just going to keep amplifying this partnership.
Joseph Alenchery:
Absolutely. Thank you Basant. Thank you so much.
