Abstract:
Many ServiceNow discussions assume a greenfield implementation - clean governance, modern automation patterns, and CSDM alignment from day one. In reality, most enterprises are operating long‑running instances that predate today’s automation and AI capabilities.
 
In this session, Bausch Health will share its experience modernizing a mature ServiceNow platform by focusing first on foundational readiness rather than immediate feature adoption. The discussion will cover practical lessons learned around data quality, access governance, disciplined deprovisioning, and pragmatic CMDB practices aligned to CSDM principles.
 
Attendees will learn how strengthening governance and data integrity enabled safer, more sustainable modernization without disrupting the business while positioning the platform for future automation and AI capabilities. This peer‑focused session is intended for ServiceNow platform owners, architects, and IT leaders navigating the challenges of evolving a legacy instance.