AI as a Force Multiplier for Standards-Based Consulting

The Problem

The team had more business than capacity. With budget constraints preventing new hires and a specialized skill set that's hard to find in the market, they turned to AI as a way to extend the output of their existing consultants without burning them out.

Step-by-Step Workflow

1. 1
   

   Claude

   Step 1 using Claude

2. 2
   

   Claude

   Step 2 using Claude

3. 3
   

   ChatGPT

   Step 3 using ChatGPT

How It Works

The consulting workflow is project-based, with AI embedded at multiple steps rather than as a central pipeline. AI accelerates the creation and customization of templates, project plans, and process documentation. A key technical practice is identifying standard changes — well-understood, repeatable change types — and automating them within ServiceNow.

The Biggest Win

Significant volume handling improvements for customers — helping them implement service management processes that scale and pass audits. On the AI side, the ability to iterate quickly and course-correct fast has been a practical advantage.

Watch Out For

Talent scarcity is the biggest real-world constraint — finding people with 10–20 years of standards and compliance experience is genuinely difficult, and AI can't fully substitute for that depth yet. Customers would likely resist AI-led early-stage consulting conversations. Don't be afraid to experiment — AI allows fast iteration and course correction.

Under the Hood

The team has built many custom automations and integrations within ServiceNow, particularly around standard change automation. However, AI prompt management is underdeveloped — consultants are currently doing their own thing with prompts, and there is no central library or standardization.