This article first appeared in Fortified Quarterly, Q1 2026. Download the full issue.
A Conversation Between Christine Morris, Senior Director of Consulting Services at Ondaro, and Eric Schnorr, Global Director, Industry and Solutions Partner Go to Market at ServiceNow
What Separates Companies That Accelerate AI from Those Still Experimenting?
On what sets accelerating orgs apart from those still stuck in pilot mode, Schnorr pointed to two factors above all else: clear vision and strong leadership. Winners aren't trying to boil the ocean. They work in controlled, bite-sized chunks with defined outcomes and time-bound plans. AI efforts have deadlines. Executives resource their teams properly — and are willing to pull the plug if things aren't working.
The CIO and business leaders must be in lockstep. When that alignment exists, small wins create momentum. Momentum creates buy-in, budget, and freedom to pursue bigger wins. Orgs still stuck in the lab tend to be missing one or more of these: vision, data readiness, defined timelines, or executive backing.
What Data Foundations Must Be in Place Before AI Delivers Real Value?
On foundational data needs, Schnorr was direct: a solid CMDB (Configuration Management Database — a central record of IT assets and their connections) is key. It doesn't need to be perfect. It needs to be clean, trusted, and something teams feel confident standing behind. As a colleague once told him: "Without CMDB, there is no AI."
But data alone won't get you there. You also need executive support, clearly defined goals, and a culture focused on outcomes — not just activity.
How Do Governance and Architecture Decisions Accelerate or Block Progress?
On governance and architecture, Schnorr pointed to ServiceNow's AI Control Tower as proof that guardrails matter. You cannot have agents running unchecked or triggering compliance issues. AI amplifies everything you already do — including your best practices. If your governance is strong, AI makes it stronger. If it's weak, AI will expose that fast.
He compared architecture to an orchestra. The goal is a symphony in full glory: every section in tune, playing its part. That chaotic sound when the orchestra warms up? That's the gap between a well-built AI setup and one that creates more chaos than it solves.
How Should Leaders Future-Proof Their Data Foundations?
On future-proofing, Schnorr advised leaders to throw away five-year plans. Document the vision, yes — but six- and twelve-month plans are your friend. Think fast. Move faster. Build flexibility into strategy, not ambiguity. Define your data strategy around the 80 percent that matters most. Ask: What delights your customers? What drives revenue? What retains your best talent? Then focus your limited resources on cleaning and organizing that data — and stop spending energy on data that doesn't drive those outcomes.
He shared quick wins available today: AI-powered incident routing, virtual agents for common requests like password resets, predictive alerting that prevents outages, and AI-powered knowledge article creation from resolved tickets. At ServiceNow, they've reduced their own Level 1 help desk burden by over 90 percent.
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