Netox press release October 14, 2025
Netox has launched a system overhaul of historic scale, centered on the ServiceNow platform. The platform will be leveraged through TPSM (Technology Provider Service Management) licensing and advanced AI capabilities. Implemented in collaboration with ServiceNow Elite partner The Cloud People, this transformation is not just a technical update – it is a strategic leap toward faster, more efficient, and more predictive IT services.
The stronger utilization of AI in service delivery and operations became a strategic priority for Netox during 2024. For a small, self-financed company, one of the key questions was how to avoid large upfront investments while still building a competitive, future-oriented service model.
ServiceNow has long been the industry-leading platform, which is why Netox decided to explore what it could offer as a packaged solution without heavy customization. Netox headed to Las Vegas for the ServiceNow Knowledge event to seek answers and concrete guidelines.
“From the opening keynote, the strategic partnership announced with Microsoft and NVIDIA confirmed we were on the right track. We clearly saw that ServiceNow is building AI into a genuine competitive advantage for service providers,” says Mikko Pöyry, Netox’s Business Director.
Between May and June, Netox, The Cloud People, and ServiceNow planned the project on an exceptionally ambitious timeline. As a result of an intensive preparation phase, agreements for both the delivery project and future ServiceNow licensing were signed at the end of June.
“We want to be the most sought-after IT service provider in Finland and the Nordics, so we need to move fast and do something bold. This project is the answer. The Cloud People and ServiceNow together made it possible to get the project started before the summer holidays,” says Ville-Pekka Kuha, Netox’s ServiceNow Platform Owner.
A partnership that builds the future
Netox’s ServiceNow transformation is carried out in collaboration with The Cloud People, a ServiceNow Elite-level partner. This partnership enables a solution that is not only technically top-tier but also genuinely tailored to customer needs.
Netox chose ServiceNow because its AI capabilities are ready to use – without the need for in-house development. Everything is purchased as a service, keeping the focus on the customer. The new system is not just about handling IT tickets; it is a comprehensive platform that supports business operations. It enables automation of complex processes, predictive recommendations, and significantly improved customer experience.
“We are thrilled about Netox’s acceleration toward the future with ServiceNow’s most advanced AI capabilities – in both customer service and service management workflows. Netox is a pioneer in automating its service production and leveraging AI agents recognized by Gartner as world-leading. It’s fantastic to be part of enabling this productivity leap and competitive edge,” says Juha Levo, Sales Director, ServiceNow Finland.
By combining The Cloud People’s technical expertise, Netox’s strong customer insight, and ServiceNow’s AI capabilities, a system has been built that not only meets today’s needs but grows with customers into the future.
“Netox’s bold decision to invest in an AI-driven ServiceNow environment is exemplary. It has been an honor to help build a solution that not only addresses current needs but also enables continuous development and scalability in the future,” says Johanna Röytiö, Account Manager, The Cloud People.
What does this mean for customers?
- Less Waiting, More Solutions
AI agents and automation speed up service request handling by up to 40%. Requests and incidents are classified, prioritized, and processed automatically – often before you even react. - Transparent and Predictive Customer Experience
Each customer gets a real-time 360° view: services, SLAs, history, and risks in one place. This enables better service, more efficient communication, and a shared comprehensive overview. - Less Reactivity, More Scalability
Customer-specific processes and multiple service packages are easily managed from one place. The ServiceNow TPSM solution, together with the customer portal, provides a centralized view of services and a clear point of contact. - Automation + AI = Cost Efficiency
AI and automation improve resolution times, reduce manual work, and offer predictive action recommendations. For customers, this means faster service, better quality, and cost savings. Service becomes proactive rather than reactive, improving overall experience and continuity. - Toward a Modern, Digital Service Strategy
AI is not just an add-on – it is part of our overall strategy. The transformation enables continuous development, scalability, and a modern way to deliver IT services. This is reflected in the customer experience: smoother service, better forecasting, and greater transparency.
Additionally, Netox expects to gain approximately €10 million in benefits from automation and AI over the coming years. This will strengthen Netox’s competitiveness through cost efficiency and improved customer experience.
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