The IT Service Management (ITSM) and technology consulting industry play a vital role in helping businesses manage and optimize their IT services. This industry focuses on delivering innovative solutions such as cloud computing, automation, and artificial intelligence to improve efficiency, reduce costs, and enhance customer experiences. Companies in this field work closely with organizations across various sectors to design, implement, and maintain technology systems that support business goals and adapt to rapidly changing environments. As technology continues to evolve, the ITSM industry remains essential for driving digital transformation and enabling businesses to stay competitive. Saaniya Chugh has built a strong career in IT Service Management by combining technical skills with a clear vision for the future. She began her journey working in IT infrastructure and soon developed a strong interest in ServiceNow and ITSM. As she gained experience, she saw how powerful ServiceNow could be in improving how businesses work. Now, as a Senior Technical Consultant, Saaniya helps companies go through digital changes, focusing on using AI responsibly, improving processes, and bringing in upcoming ideas.

A Transformative Journey: Navigating the Strategic Evolution from Technical Expert to Visionary Business Leader

Saaniya’s career started with a solid background in IT infrastructure. Her first exposure to ServiceNow ignited her curiosity about the platform’s potential to automate and optimize business processes. This was the turning point that became the driver for her specialist path in the ServiceNow ecosystem. Realizing the large potential that effectively implemented ITSM tactics had, she acquired expertise to enable organizations to utilize the platform to its maximum.

Her professional journey is a calculated mix of technical expertise and business acumen. Saaniya made the transition from technical implementation to strategic advisory positions over the years. In making this transition, she kept upskilling herself all the time to remain in sync with technology trends, specifically AI-powered ITSM. This transformation enabled her to engage with enterprises in close association, providing solutions that not only met their short-term operational requirements but also complemented overall organizational objectives. Now, working as a Senior Technical Consultant, she engages with clients to offer guidance on digital transformation, ethical AI incorporation in ServiceNow, and the integration of IT strategies into overall business goals. Her aim is not to install technology but to facilitate organizations to become successful amidst a rapidly evolving digital environment.

The Core Inner Strengths and Guiding Principles That Illuminate and Propel Saaniya’s Inspiring Journey

Saaniya Chugh thinks that three qualities have been instrumental in her success: resilience, adaptability, and leadership. Her adaptability has enabled her to remain current in a rapidly evolving tech world, whether it’s mastering new technologies such as cloud solutions and automation or collaborating with clients from other sectors. Resilience has also been central to her success. Rather than allowing adversity to deter her, she employed adversity as a means of development, remaining focused and relentless despite personal and professional setbacks. Leadership, in Saaniya’s opinion, is not merely people management; it’s about motivating others, fostering teamwork, and assisting others in development. By prioritizing empathy and authenticity, she has become an active player in the ServiceNow community. And has mentored colleagues in the ITSM space, always looking to uplift and empower those around her.

Fundamentally, Saaniya’s work is built upon a strong passion for ongoing learning, integrity, and making an impact. She works hard to stay ahead of the curve when it comes to technological innovations, to keep her solutions contemporary and efficient. Her attention does not lie in instant results. Rather, she aspires to generate lasting value through aligning her efforts with long-term business requirements and moral practices. Integrity controls everything at work, ranging from open communication to ethical incorporation of AI technologies. Saaniya also lays huge emphasis on teamwork. She is a firm believer in co-creating solutions with stakeholders, aligning them with organizational vision and objectives. Her purpose is more than personal accomplishment; she is committed to positively affecting businesses and society through intelligent, human-centric technology.

Navigating Professional Challenges and Building a Respected Voice in the Industry

Perhaps one of the toughest shifts in Saaniya’s career was from an exclusively technical position to that of a strategic advisory role. The change was not only functional but philosophical, where she had to consider beyond short-term task management and embrace a wider perspective of business dynamics, strategy, and management of people. This shift compelled her to acquire new skills, such as business consulting, stakeholder engagement, and organizational change management. Though demanding, this stage was a critical milestone in her career, allowing her to work at the crossroads of technology and business strategy. Staying ahead of the fast-paced technological revolution, particularly in AI and automation, has been a significant challenge. The speed of change in these fields requires constant learning and experimentation. Despite this, Saaniya has taken advantage of it to expand her knowledge and provide innovative solutions specific to contemporary business needs.

Saaniya’s career has made her a certified expert and peer-admired professional in the ServiceNow ecosystem. She possesses several certifications that confirm her technical and strategic knowledge in the platform. In addition to certifications, she is also a developing thought leadership voice. Her upcoming book on “How to apply ServiceNow’s  AI Capabilities for effective an IT Service Management” is a landmark event, an event that will add worthwhile insights to organizations and professionals alike. She has also been requested to present herself at some of the most prestigious platforms, like Women in Tech and some ITSM-oriented webinars. These talks have provided her with a larger audience to share her experience, wisdom, and approach with. Her contributions are not limited to speaking, though. On platforms such as HackerNoon and LinkedIn, she publishes her thoughts on ITIL, ITSM best practices, AI integration, and career growth within the ServiceNow environment, assisting peers and aspirants in charting their course with confidence.

Saaniya’s Vision for the Future and Her Inspiring Journey Driven by Purpose and Passion

As she looks back at her journey, Saaniya knows where she is going. Her short-term priority is to advance her knowledge in AI and automation, particularly in their application in a business context. She is convinced that although these technologies have immense possibilities, their application must be with a sense of responsibility and purpose. In the short term, she sees herself taking on a more prominent leadership position in global ITSM organizations. She aspires to spearhead strategic efforts that define the direction of the industry and collaborate with innovative professionals.

Publishing is also one major dream. Following the release of her present book, Saaniya will keep writing on themes at the nexus of AI, ITSM, and digital transformation. Through writing, she aspires to inform, motivate, and influence meaningful conversations. As much as writing matters to her, so does community creation. She plans to expand her footprint in the ServiceNow community not only as a leader but as a mentor and an advocate. Assisting others to achieve success and satisfaction in their professional lives is important to her.

Saaniya Chugh’s story is proof of the strength of resilience, flexibility, and vision. Her work exemplifies the gains of embracing change, ongoing learning, and leading with compassion. In a sector in which the sole constant is change, she has not only kept in stride but been at the forefront as well making a real difference in business, technology, and individuals. Her tale is a compelling model for IT Service Management professionals and beyond. It reminds us that success is not merely about learning tools and technologies but in applying them purposefully, with integrity, and in being committed to leaving a positive impact.