ALPLA’s ServiceNow journey hit a real inflection point in 2025. Moving beyond classic ITSM, ALPLA adopted ServiceNow as a true enterprise platform—rolling out the Core Business Suite, launching Employee Center as the single front door, and laying the foundation for AI readiness with Now Assist and Agents. With most fulfillers outside IT, integrated CMDB, and clear data ownership, this session shares what changed, why it mattered, and how ALPLA sequenced the rollout—honest lessons learned and value far beyond MTTR.