NAVEEN AMUDALAPELLI

I define reference architectures and technical standards so ServiceNow scales as a system of record, not a collection of projects. That includes domain strategy, data and CMDB posture, common process patterns across ITSM, ITOM, HRSD, CSM, GRC, ITBM/PPM, Sales and Order Management (including telecom), and asset management, plus scoped applications when requirements outgrow configuration alone. Representative build: Supplier Onboarding (intake, legal review, vendor audit) for regulated retail and distribution. Every design is aimed at reuse, clean separation of concerns, and an upgrade path the operations team can sustain.

My expertise sits at the intersection of the intelligent platform and AI: deep ServiceNow and enterprise service management background, and a focus on how AI actually changes how work gets done across ITSM, CSM, and HRSD. I prioritize use cases with clear, measurable impact. In delivery that shows up as Now Assist and Virtual Agent (including custom incident and triage paths), Predictive Intelligence, Workflow Data Fabric, AI Control Tower, and governance that holds (roles, data boundaries, prompt and response controls). When clients want MCP, I design integrations so assistants reach ServiceNow data and actions through governed, auditable tools, alongside REST and native platform patterns. I also keep roadmaps practical for agent-to-agent and Copilot as those capabilities mature.

Integrations are where implementations succeed or fail in production. I design connection patterns (APIs, events, spokes, mid-tier usage) so data flows are predictable, observable, and secure. Common patterns in my work include Microsoft Teams for conversational catalog and service experiences, Jira and Confluence for work and knowledge, and broader ecosystems for monitoring and CMDB fidelity. Security is explicit: least-privilege access, RBAC aligned to data classification, privacy controls, and tight boundaries when AI touches enterprise content.

Architecture only matters if delivery can land it. As Associate Vice President leading a ServiceNow practice, I align solution intent with portfolio outcomes: P&L accountability, global onshore and offshore execution, and governance that matches how enterprises actually measure success (risk, quality, SLAs, contractual commitments). I sponsor delivery accelerators, mentor architects and builders, and keep one thread from opportunity through hypercare so design decisions do not get lost after the sales cycle.

Strong implementations are documented and adopted. I produce technical designs, workshop outputs, and delivery plans that connect business requirements to configuration and test criteria. On the people side, I drive organizational change management: stakeholder alignment, communications, training, and process readiness so global go-lives stick. I also publish technical blogs and implementation guides to share patterns that help other architects and developers ship with fewer surprises.

Customers buy credibility as much as product. Across 80+ presales and solution engagements I lead discovery workshops, architecture roadmaps, RFP and RFI responses, estimates that hold under scrutiny, and demos that match what delivery will actually build. I translate leadership priorities into a ServiceNow roadmap teams can execute, then carry technical ownership into implementation so the win becomes a referenceable outcome, not shelfware. That same motion supports account expansion, go-to-market alignment, and shorter, cleaner sales cycles when the technical story is clear from day one.