On February 12, 2025, iTech AG participated in the ServiceNow Federal Forum conference, which focused on exploring how AI is transforming government operations. Discussions centered on optimizing agency workflows, leveraging AI for data-driven decision-making, and increasing transparency in asset and resource management.
As a Platinum Sponsor and exhibitor, iTech AG engaged with industry leaders throughout the day, exchanging insights on AI-driven advancements and showcasing how ServiceNow solutions can drive meaningful change in federal agencies.
Innovating Federal Workflows
At iTech AG’s booth, our team demonstrated how AI, data, and intelligent workflows are transforming federal operations. As a ServiceNow Elite Partner with over 100 certified professionals and 570 certifications and accreditations, iTech AG is committed to modernizing legacy systems, processes, and workflows with innovative technology solutions. We also hold Product Line Achievements in IT Service Management (ITSM) and Customer Service Management (CSM), reinforcing our expertise in delivering impactful ServiceNow solutions.
Our featured solutions included:
- GenAI – Transforming efficiency with tools like Now Assist.
- Grants Management – Simplifying processes to amplify results.
- IWMS Migrations – Modernizing workspace management for today’s needs.
Through these solutions, we empower organizations to optimize operations, enhance productivity, and drive measurable success.
Our Breakout Session: “Driving Federal Innovation with AI”
One of the highlights of the day was our breakout session, Driving Federal Innovation with AI. Our expert panel, featuring Jeremy Tipton (Director of Digital Platforms, iTech AG), Dustin Barre (ServiceNow CMA & Director of ServiceNow Solutions, iTech AG), Tanya Harris (Customer Success Manager, ServiceNow), and Katherine Edwards (SAFe Product Manager, iTech AG), discussed how ServiceNow’s GenAI platform is revolutionizing federal workflows.
A key milestone showcased in the session was iTech AG’s leadership in deploying the first-ever ServiceNow Generative AI (GenAI) integration for Customer Service Management (CSM) in the federal government. Implemented at the U.S. Department of Health and Human Services (HHS) within the Centers for Medicare & Medicaid Services (CMS) Center for Clinical Standards and Quality (CCSQ), this achievement highlights our ability to deliver scalable, compliant AI solutions.
During the session, we explored:
- Seamless AI Integration – Embedding AI into federal workflows while ensuring compliance.
- Enhanced Efficiency – How case summarization and resolution notes reduce workloads and accelerate ticket resolution.
- Smarter Decision-Making – Leveraging AI-powered tools to provide instant, actionable insights.
- Innovative Collaboration – How partnerships with ServiceNow and industry leaders create transformative solutions.
- Proven Impact – Demonstrating measurable results, from improved customer satisfaction to reduced operational costs and faster service delivery.
“When federal agencies ask us which partner truly knows Now Assist and GenAI, we always point to iTech AG. They’re not just checking a box with certifications—they’re out there making AI work in real federal environments. While others are still getting certified, iTech AG is already delivering results that matter.” – Matthew Binns, Partner Manager at ServiceNow
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Key Takeaways from the Conference
Federal Forum provided valuable discussions on emerging technologies, federal modernization strategies, and leadership in the digital era. Below are some key takeaways from the sessions attended by iTech AG team members:
- Process Mining – Easily configurable and powerful for identifying inefficiencies, making it a valuable tool for organizations at any maturity level.
- ERP Modernization – AI and automation reduce overhead and improve operational efficiency, with strong emphasis on cross-functional collaboration and user training.
- GenAI in Government – Agencies must balance AI adoption with responsible implementation. AI doesn’t replace people; it enhances those who know how to use it effectively. Predictions suggest that by 2027, over 80% of businesses will use AI regularly.
- Leadership Insights – Legendary American Basketball coach Mike Krzyzewski, emphasized actionable strategies for motivating teams and driving success.
Wrapping Up at Carahsoft’s Networking Reception
iTech AG was a proud event sponsor at Carahsoft’s Networking Reception. Attendees enjoyed a fun evening of networking, delicious hors d’oeuvres, and engaging conversations. Our sponsored photo booth was a hit, providing a memorable way to capture the excitement of the event.
Looking Ahead
Federal Forum 2025 was an incredible opportunity for iTech AG to showcase our expertise, connect with industry peers, and drive forward the conversation on AI in government. We remain committed to delivering cutting-edge solutions that empower agencies to achieve mission-critical success.
Stay tuned for more insights and innovations as we continue transforming the federal landscape with AI, data, and workflows.
Contact us today to take your organization to the next level.