KeenStack

09/02/2026

Every CAB reviewer has seen it. A Change Request comes back Medium or High risk and the score sits there with no explanation behind it. Someone has to go dig through the history to figure out why before the meeting can move forward. 🔍

This is one of the five finalist solutions built during StackUp 2026.

The Change Risk Explainer, built by Adam Chapman, Michael Sumner, and Kishore Ramachandran, takes a Change Request and automatically evaluates its risk using real historical change performance data, then writes the plain-English reasoning directly into the record. No manual research. No black-box score. Just the context every reviewer needs before they vote.

The scoring is driven by a configurable Risk Factor Config table, not hardcoded logic, which means business users can tune risk categories and thresholds without touching code.

Explore the AI Agent: https://na2.hubs.ly/H07r1K_0

08/31/2026

Meet Ian Nieto, ServiceNow Developer! 👋

Based in Chandler, AZ, Ian joined KeenStack full time after completing his internship with us this summer. At KeenStack he works closely with fellow developers, building and demoing apps directly to clients. His favorite part of the job is the people and the culture he has walked into.

Outside of work, Ian keeps busy on the golf course, the basketball court, the pickleball court, the slopes, and the controller. He also has an Australian Cattle Dog named Rosie.

Fun fact: Ian spent around 65 days snowboarding last year. 🏂

08/28/2026

103 Moveworks accreditations. This is what investing in expertise looks like.

KeenStack has Moveworks Accredited Specialists across two key delivery accreditations:

- Moveworks Agent Studio Fundamentals Delivery Accreditation
- Moveworks Platform Implementation for Engineers Delivery Accreditation

Moveworks is now part of the ServiceNow platform and understanding how to implement and deliver it at the enterprise level takes real depth. This is what it looks like when a team stays ahead of where the platform is going.

08/27/2026

ServiceNow Otto is the most significant shift in how work gets done on the platform since Now Assist launched. And we have been paying close attention. 🤖

Otto combines Now Assist, Moveworks, and AI Experience into a single interface built to complete work end to end, not draft it, not summarize it, finish it. That is a fundamentally different product to implement and support than a copilot bolted onto an existing workflow.

Amit Gupta, SVP of Delivery, breaks down what this shift actually means for enterprise delivery teams:

- Why Otto as an orchestration layer changes how organizations think about AI adoption
- How AI Control Tower governs every decision Otto makes and why that matters more than the agent itself
- Why completion metrics are replacing adoption metrics as the real measure of AI value
- And why your CMDB is the thing that determines whether an Otto rollout succeeds or stalls

Organizations that understand what Otto requires before they start are going to move considerably faster than those figuring it out mid-rollout.

https://na2.hubs.ly/H07sfQq0

08/25/2026

Last Friday, KeenStack CEO and Founder Thiru Thangarathinam was invited to speak at the Chandler Chamber Leadership Institute's Education Issue Day. 🎙️

The Leadership Institute has been developing civic and business leaders in the Chandler community for over 41 years. Thiru spoke to Class 42 on two topics close to how he has built KeenStack: nurturing creative thinking and developing original ideas, and what it actually takes to turn a vision into something real.

Grateful to the Chandler Chamber for the invitation and to the emerging leaders in Class 42 for the conversation.

08/24/2026

Meet Eric Dalmau, Sr. ServiceNow Developer👋

Based in San Diego, CA, Eric brings one of the more unique paths to tech you will find. From personal trainer to aircraft detailing business owner to ServiceNow developer, he made a big career pivot into technology and has not looked back since.

At KeenStack, Eric leads ITSM and ITOM implementations, serving as a solution architect and driving everything from requirements gathering all the way through delivery. His favorite part of the job is taking ownership of a project from solution design to go-live.

Outside of work, Eric is a golfer, a home chef working on mastering steak and chicken, and a dog dad to Bernie, a Lab/Rhodesian Ridgeback mix.

Fun fact: his favorite national park is Joshua Tree. 🌵

08/21/2026

Thiru Thangarathinam has built and sold companies, led global teams, and spent decades in enterprise technology. And he will be the first to tell you that one of the hardest things he still works on is being the same person in every room. 💡

In his latest piece in Entrepreneur, he writes about what authenticity actually looks like when you are running a company, raising a family, and trying to show up fully in both places. Not the polished version. The real one.

Including why he sits in his car for a few minutes before walking into his house. How a single piece of feedback early in his career shaped his entire leadership identity. And why he believes that performing a different version of yourself at work versus at home does not just feel exhausting. It quietly erodes both.

Read the full article: https://na2.hubs.ly/H06L9jP0

08/19/2026

Picture this. A health system is running an AI agent that drafts patient portal replies. Eighteen months in, two things land in the same quarter. The vendor deprecates the model and an audit asks where AI touches PHI. 💡

For most organizations, both of those questions require digging. Someone has to track down which teams are using that model, whether any of them touch PHI, and what actually breaks if the model goes away. That work tends to rely on institutional memory more than documentation.

That is why AI governance starts with the data layer. Elevsis Delgadillo breaks down why ServiceNow AI Control Tower is built around the CMDB and why organizations that have already invested in keeping their CMDB clean are positioned to get the most out of it.

https://na2.hubs.ly/H07bXy00

The governance features get most of the attention. Approvals, risk tiers, steward sign-off, that’s where readers tend to stop. Those things matter, but they’re not actually the interesting part of this white paper.

08/17/2026

We earned it. KeenStack is now a ServiceNow Customer Service Management Validated Practice for AMS. 🏆

This designation is not handed out. It means our CSM practice has been measured against ServiceNow's standards across strategy, governance, and delivery and passed. For our clients, it is confirmation that the team behind your CSM work has been vetted at the highest level ServiceNow sets for its partners.

Proud of the team! This is what doing the work looks like.

08/14/2026

Happy Independence Day from our KeenStack team! 🇮🇳

Today the India office showed up in saffron, white, and green to celebrate Independence Day alongside our regular Fun Friday. Moments like these are a reminder of the people behind the work and the culture we are building across every region.