By Mohamed Fayek
Service Management and Governance Advisor & Trainer - Ontario Regional Lead, Qualiti7
Walking into the ServiceNow World Forum in Toronto this past week, I felt a mix of excitement and professional curiosity.
As many of our clients know, Qualiti7 isn't a direct ServiceNow implementation partner. Our world is ITSM, Service Governance, and Strategy. We spend our days helping organizations define how they work—their processes, their culture, and their governance—often before they even touch a tool.
But considering the vast majority of our clients rely on ServiceNow as the engine of their IT operations, and as I hold some ServiceNow certificates to be able to help those customers, I wanted to be present not just as an ITSM consultant, but as an observer looking for where strategy meets execution.
The event exceeded my expectations, offering a clear view of where the industry is headed. Here are my key takeaways from the perspective of a Governance Advisor.
1. AI is Real, But It Needs a Pilot
ServiceNow continues to lead the AI conversation, but what impressed me most was the shift in scope. We often hear about AI in the context of simple IT automation (chatbots and ticket routing). However, seeing the AI Control Tower in action proved that the vision is much larger.
Bill McDermott and his team aren't just marketing a platform; they are building the operating system for the 21st-century enterprise. They are expanding intelligence across the entire organization, breaking down silos between the different parts of the Organization and building something across the board.
For us at Qualiti7, this reinforces a core belief: AI is a powerful accelerator, but it accelerates whatever process you have. If your governance is messy, AI will just make your mess faster. The organizations that will win with this technology are the ones that have their strategic house in order.
2. The CMDB Reality Check (Why Governance Matters)
Amidst the futuristic demonstrations, I found myself most engaged in a roundtable discussion about the Configuration Management Database (CMDB).
It was a grounding moment. Here we were, surrounded by cutting-edge AI, yet every organization—regardless of size—was wrestling with the same fundamental truth: you can’t build the future on bad data.
Everyone at the table wanted to leverage AI, but they realized that a clean, healthy, and governed CMDB is the cornerstone. This was incredibly validating for our work. It highlighted that while our partners build the technical architecture, Qualiti7’s role is to provide the "steering wheel"—the governance, the process maturity, and the data strategy required to keep that car on the road.
3. Business Development
Wearing my Business Development hat for Ontario, I spent time exploring the partner ecosystem. It became clear that there is a massive opportunity for collaboration.
We met partners who are brilliant at technical implementation but need help guiding their clients through the organizational change and process definition. We don't compete; we complement.
4- The Power of Human Connection
There is a unique magic in turning a LinkedIn profile picture into a handshake. Meeting the "3D versions" of colleagues I’ve known online—including folks who flew in from the US and partners from across Canada—reminded me why this community is so "sticky." When the ecosystem grows, opportunities are created for everyone: consultants, trainers, and technical architects alike.
Attending some similar events over the past period made me realize something, the value is just being there! The more you are there, the more opportunities arise. Without pitching, selling, or chasing, simply showing up opens doors.
5- The Verdict: Strategy is the Missing Piece
Every organization I spoke with is on a journey. They have the tools, and they have the ambition. What they often lack is the map—the governance framework to get them from "struggling with tickets" to "AI-driven enterprise." That is where we come in!
It was a privilege to represent Qualiti7 at the World Forum. I’m walking away with new friends, potential partners, and a reinforced belief that in the age of AI, Governance and Strategy matter more than ever.
Are you ready to align your processes with your platform?
At Qualiti7, we help organizations build the governance structures needed to maximize their ITSM investments. Whether you need a process maturity assessment or training for your team, let’s connect.
Send me a mail on mohamed.fayek@qualiti7.com or contact@qualiti7.com