What changed

Everyone has AI in their toolbox now. Most of it writes emails and summarizes meetings. We wanted to know what happens when it's pointed at the actual consulting work - solution architecture, project planning, ServiceNow capability mapping. The kind of output a steering committee reads.

A package that used to take a Solution Architect a full week now fits into a single working day. The decisions stay with the consultant. The typing doesn't have to.

How it works in practice

A recent pre-sales engagement made the approach concrete. The brief: build a full solution package for a ServiceNow Customer Service Management (CSM) and Field Service Management (FSM) combination to tackle a manufacturer's day-to-day challenges - capability map, architecture, project plan, reference pitch deck, criteria catalog.

Three key principles guided the work:

The consultant prepares the ground. Before the AI sees anything, 45 minutes go into cleaning, structuring, and - most importantly - stripping all identifying client data from the source material. No company names, no commercial figures, no system names that could be traced back. This is not optional. ISO 27001 is in our DNA, and that includes how we handle AI tooling.

The AI works from real documentation, not from memory. Instead of relying on general training knowledge, we load curated ServiceNow product documentation as local Markdown files into the AI's context. Every capability claim, every module reference, every workflow component is grounded in ServiceNow's own published material. The result reads like it was written by someone who studied the entire product library that morning - because, in a way, it was.

The package: Capability map | Solution architecture | Project plan (Gantt-style) | Reference pitch deck (22+ slides) | Completed criteria catalog - delivered in under one working day.

Senior judgment owns every output. The AI drafts. The consultant decides. It's like a conversation. And every module choice, every scope cut, every out-of-the-box vs. customization call is human. What changes is that the consultant now has time to iterate the package as a whole - instead of shipping the first draft against the clock and handling several versions, that could easily get mixed up.

What this means for our clients

The deliverables stay the same. The quality stays the same. What changes is that a senior consultant can now spend more time on the parts that actually need experience - understanding the client's situation, challenging assumptions, refining the architecture - and less time producing the documents that carry those decisions.

Craft over complexity. Now with a faster pen.