Kenvue · AI readiness
Creating the roadmap for AI-optimised self-service.
A structured assessment across six ServiceNow AI readiness domains, producing a prioritised 12-month roadmap and a practical 30-60-90 day plan.
The context
Why the work mattered.
Kenvue wanted to reduce reliance on human support by enabling AI-optimised self-service across the enterprise. The ServiceNow platform already included powerful AI capabilities, but much of that capability remained dormant.
The challenge
What had to change.
There was no clear view of current AI maturity or prioritised plan for activating Now Assist, AI Search, Virtual Agent and Predictive Intelligence.
The governance, architecture and organisational structures needed to drive adoption at enterprise scale were not yet in place.
The action
How AI Digital approached it.
Assessed six domains: Strategy and Governance, Platform and Technology, Data and Intelligence, AI Capabilities, People and Change, and Value and Performance.
Combined platform audits, structured interviews and use-case workshops to identify the underlying causes of dormant capability.
Created five prioritised work packages and recommended a governance model including a Self-Service Experience Team and Knowledge Council.
The outcome
What the work achieved.
Clear maturity target
Defined the architecture and foundations required to reach Level 3, Integrated and Optimised maturity.
Fundable roadmap
Produced a prioritised 12-month roadmap based on the licences already available.
Immediate mobilisation
Provided a clear 30-60-90 day execution plan and organisational structure.
Wider transformation support
Created the foundations for stronger self-service adoption and Kenvue’s broader separation objectives.
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