14 Years in the ServiceNow Ecosystem: A Journey of Lessons

When I first stumbled into the ServiceNow world 14 years ago, I didn’t know I was starting a journey that would shape my career and honestly… a good chunk of my life.

Back then, ServiceNow was still “the new kid” in ITSM. I remember those early days of figuring things out with half-baked documentation, swapping tips on forums, and leaning heavily on the kindness of strangers in the community (and I do mean heavily). It wasn’t polished, but it was real and that support system mattered.

As the platform grew, so did I. I moved from admin to trainer to consultant, from learning the basics to being the one people came to for answers (though I’ll admit, I still think of myself as the worst student in the room). Along the way, I learned that you never really “arrive” with ServiceNow. You just keep learning. The platform changes, the problems evolve, and your job is to stay curious enough to evolve with it.

I’ve seen projects soar and I’ve seen them stumble. The difference was rarely the technology. It was the people, the governance, and whether we slowed down enough to ask: what are we really trying to achieve here? That’s not something you learn in a classroom. That’s a lesson that comes from being in the trenches, hearing the stories, and watching the outcomes.

Fred Luddy, the founder of ServiceNow, once said: “The best companies are not built on technology, they’re built on people.” Fourteen years in, I can tell you that’s the truest statement about this ecosystem. The technology is powerful, but the real magic is in the community: the mentors, the peers, the teammates who show up to solve problems together.

And that’s why landing at Crossfuze feels like a natural next chapter. It embodies the best parts of what the ServiceNow journey has been for me: collaboration, curiosity, and a community-first mindset.

Because at the end of the day, ServiceNow will keep evolving. But if you stay grounded in people, supporting them, learning from them, and building with them, you’ll never be left behind.