For GEM’s ServiceNow team, 2025 was a year of strengthening delivery capability and expanding our role within the ServiceNow ecosystem. Across multiple engagements and markets, the team focused on building deeper expertise, scaling delivery capacity, and preparing for the next generation of AI-enabled workflows.
Together, these efforts laid the foundation for supporting more complex and globally coordinated programs in the years ahead.
Strengthening Our Role in the ServiceNow Ecosystem
In 2025, GEM officially became a ServiceNow Partner, marking an important step in our long-term collaboration with the platform.
This partnership allows us to work more closely with the ecosystem and support clients across a broader range of ServiceNow implementations. Throughout the year, our team maintained a consistent delivery rhythm across projects, particularly in the Japan market, where long-term operational reliability and execution discipline are essential to building client trust.
Many engagements are now evolving beyond initial implementations into ongoing platform optimization and expansion.
Scaling a Cross-Border Delivery Team
As demand for ServiceNow capabilities continues to grow, our team has expanded to 30 members across Ho Chi Minh City, Hanoi, and Japan.
This distributed model allows us to collaborate closely with regional stakeholders while maintaining fast response cycles and strong delivery continuity. Our investment in expertise is reflected in more than 230 ServiceNow certifications across multiple modules, enabling the team to support a wide range of enterprise workflow scenarios.
At the same time, we strengthened our internal talent pipeline. All fresh engineers joining the ServiceNow program achieved their CSA certification within two months, with many contributing directly to project delivery shortly afterward. This structured training approach allows us to scale capacity while maintaining delivery quality.
Learning. Training. Growing on the ServiceNow Platform
Beyond core platform delivery, the team has also been exploring how AI can be embedded directly into enterprise workflows.
Throughout the year, engineers organized more than 20 internal knowledge-sharing sessions covering core ServiceNow modules and implementation practices for integrations, solution design, and emerging AI-driven workflows. In parallel, we also focused on strengthening the consulting skills that shape project outcomes early on: discovery, stakeholder communication, workshop facilitation, and solution design with clear trade-offs and next steps.
To support this, the team maintains an English-first working environment and runs regular sharing sessions where members practice presenting ideas, discussing challenges, and explaining technical concepts in ways that non-technical stakeholders can understand. These conversations often go beyond project topics, creating space for members to reflect on real situations, learn from one another, and gradually build confidence in client-facing communication.
These efforts help circulate practical knowledge across the team and ensure that expertise is shared widely rather than concentrated among only a few individuals. Over time, they have also helped our engineers strengthen their consulting mindset, stay adaptable across different client scenarios, and keep up with the latest developments within the ServiceNow ecosystem.
Building on this foundation, the team began experimenting with early agentic AI integrations within the ServiceNow platform, enabling AI agents to interpret context and trigger actions under defined governance rules. Our approach focuses on augmenting operational workflows while maintaining the reliability and control required in enterprise environments.
Expanding Our Global Collaboration Network
2025 also gave us opportunities to work more closely with partners in regions such as the Americas and Australia. Collaborating in these multi-party environments helped the team gain broader exposure to how ServiceNow programs are delivered across different regions and organizations.
These experiences are helping us gradually become more comfortable working in larger and more globally distributed delivery setups.
Looking Ahead to 2026
Enterprise organizations are increasingly treating ServiceNow as a strategic workflow platform that connects operations across departments rather than a standalone ITSM tool.
For our team, the goal is simple: continue strengthening our delivery practices, keep learning from every project, and explore new technologies in ways that genuinely help clients run their operations better.
Most importantly, we want to keep building a team where people enjoy working together and take pride in the work they deliver. If 2025 taught us anything, it is that steady progress and shared learning often matter more than any single milestone.
