Generative AI, or GenAI, is revolutionizing digital-first sectors through enhanced efficiency and new sources of value. However, organizations may not be able to reach their full potential without a structured approach. A value realization framework is a strategic instrument that enables companies to undertake GenAI projects aligned with their business goals, delivering quantifiable outcomes and sustainable expansion.
In this blog, we will explore a value realization framework, its importance in driving GenAI ROI, its key elements, use cases, and the best practices for applying it to IT operations.
What is a Value Realization Framework?
A value realization framework is a strategic methodology that enables organizations to plan, implement, and scale technologies, such as GenAI, while ensuring alignment with business goals. It helps maximize return on investment by tracking and optimizing the tangible business value delivered by technology initiatives.
Role of a Value Realization Framework in Driving GenAI ROI
Deploying GenAI without a well-thought-out plan can result in disjointed activities and immature outcomes. A value realization framework offers a unifying approach, allowing companies to:
- Setting Well-defined Goals: Determine success KPIs for each GenAI effort.
- Prioritizing High-impact Use Cases: Prioritize initiatives with the most significant potential ROI.
- Ensuring Sustainable Processes: Consider cost implications and environmental impact.
- Enabling Scalability: Establish a platform for leveraging successful implementations.
Also, read How KPIs Drive Value Realization Framework?
Key Elements of a Value Realization Framework for Business Leaders
1. Define a Value Hypothesis
All successful GenAI projects start with a sharp value hypothesis: a well-considered hypothesis outlining how GenAI will drive tangible value to the company.
These include:
- Pain points or inefficiencies where GenAI can immediately impact (e.g., automated data entry, content generation, or customer support questions).
- Evaluating potential money, operational, or experience gains from embracing GenAI.
- Mapping these expectations to broader business benefits like revenue growth, cost savings, or customer satisfaction.
- Evaluating your organization’s GenAI readiness1.
Insight: According to PwC research2, GenAI can automate up to 40% of repetitive work, such as document handling or email writing, freeing up resources for high-value strategic tasks.
2. Prioritize GenAI Use Cases
After establishing the value hypothesis, organizations should prioritize high-impact use cases, those likely to bring disproportionate returns.
- Start by finding where GenAI can be used between departments (HR, marketing, IT support).
- Rank use cases by feasibility, impact, and alignment of business goals.
- Prioritize a short list of use cases (3–5 at most) that can bring early wins and keep investing in them.
Insight: Research has discovered that the top five applications of GenAI are likely to generate 50–80% of the total value from GenAI adoption2. Some examples are listed below:
- Hyper-personalized retail selling experience.
- Code authoring software development teams.
- Agentic AI-powered 24/7 customer support.
- Fraud detection based on AI in banking.
- Automated summarization and examination of legal or compliance documents.
3. Choose the Right Tools
A strong value realization framework depends on deploying solutions that are secure, scalable, and aligned with your business goals. ServiceNow GenAI (Now Assist) is highly effective for organizations that aim to optimize service delivery and IT workflows, offering real-time insights and intelligent automation across existing enterprise systems.
Meanwhile, Microsoft Azure OpenAI provides access to advanced language models with the flexibility to meet enterprise-grade compliance and customization needs. Choosing the most suitable tool or combining both to ensure your GenAI initiatives are built for measurable outcomes and long-term success.
- ServiceNow GenAI (Now Assist) integrates directly with workflows to automate tasks, resolve issues proactively, and enhance user experience.
- Microsoft Azure OpenAI supports secure, customizable GenAI deployments with strong governance for data-sensitive industries.
- Tool selection should align with existing platforms (like CRMs and ERPs) and prioritize GenAI use cases from your value hypothesis.
- The right combination of tools accelerates deployment while maintaining performance, scalability, and compliance.
4. Cost and Carbon Impact
As efficient as GenAI is, it also has cost and sustainability implications.
- Large AI models require extensive computing for training and execution, increasing energy consumption and cloud expenses.
- But if applied in a considerate manner, GenAI can balance out its carbon footprint by eliminating high-energy manual work or paper-based processes.
Considerations:
- Calculate total cost of ownership (TCO) for GenAI tools, such as licensing, cloud use, maintenance, and training.
- Quantify the effects of projected carbon emissions and seek out ESG-compliant (Environmental, Social, and Governance) GenAI providers with a vow to green computing or a carbon offset program.
5. Deploy, Learn, and Scale
A value realization framework thrives on adaptability. GenAI deployments are not set-it-and-forget-it projects; they require continuous learning.
- Start with pilot projects to validate and refine AI use cases.
- Gather operational data, end-user input, and evaluate potential risks.
- Use these insights to optimize models, improve user interfaces, and prepare for a broader rollout.
Best Practice: Establish a team feedback loop to track results and quickly iterate using real-world usage patterns. Then, scaling successful prototypes can be done with confidence and efficiency.
Performance-driven collaborations with expert third-party service providers can help your business with value realization in your GenAI adoption.
Case Study for Value Realization Framework
A leading global Supply Chain Management SaaS provider managing logistics and fulfillment services for Fortune 500 clients, operating in high-pressure, data-heavy environments.
Challenges
The client faced operational friction in three areas:
- High incident volumes in their ITSM operations delayed SLA compliance.
- Manual handling of customer support queries impacted CX (Customer Experience).
- Lack of real-time insights into platform usage hindered continuous improvement.
Amid rising demands for agility and automation, leadership aimed to explore GenAI to modernize service operations—quickly and with measurable ROI.
Solution
Through the inMorphis GenAI Accelerator, a structured value realization framework was used to:
Identify High-Impact Use Cases
- Intelligent summarization of incidents
- Automated resolution workflows
- Predictive case classification
Evaluate Tool Compatibility
- ServiceNow GenAI (Now Assist) is integrated to embed GenAI capabilities natively into workflows.
- Compatibility with existing data models and ITOM modules ensures quick deployment.
Rapid Prototype and Deployment
- MVPs were rolled out in <8 weeks.
- Iterative improvement cycles included feedback loops from customer service and operations.
Benefits
- Incident resolution time reduced by 30%, now averaging 25 hours from previous 36 hours.
- Self-healing rate increased from 3% to 14%.
- Customer Satisfaction (NPS) increased by 20%.
- Operational efficiency increased by 20%.
Get more insights on Optimizing SCM with GenAI-Powered ServiceNow Solutions
Best Practices to Apply a Value Realization Framework
To introduce structure and transparency to your GenAI projects, implement these practical steps:
- Establish Clear Goals: Tie GenAI activities with specific business KPIs such as revenue, efficiency, risk minimization, etc.
- Determine High-Impact Use Cases: Apply cross-functional workshops to identify pain points and innovation areas.
- Choose the Appropriate Tools: Align tools with technical requirements and business constraints.
- Measure Cost and Carbon Metrics: Opt for energy-efficient choices and monitor ROI in ways that go beyond dollars.
- Test, Iterate, and Scale: Implement agile development, include feedback, and scale practical elements.
According to McKinsey Global Survey3, 65% of organizations rely on GenAI for daily operations. However, 8 out of 10 enterprises face challenges in seamless integration with their ServiceNow services.
As GenAI adoption accelerates, many ServiceNow users face challenges like assessing AI readiness and achieving desired outcomes. But with inMorphis's GenAI Accelerator, you can overcome these hurdles and fast-track your GenAI implementation—delivering results 4X faster and amplifying value realization!
Excited to know how?
Try our first-ever partner app, now available on the ServiceNow App Store! Designed by GenAI experts, this app simplifies your GenAI journey with innovative use cases tailored to streamline your adoption process.
Conclusion
A value realization approach is not just a checklist but a strategic perspective that enables business leaders to realize GenAI from a theoretical ideal to a tangible source of achievement.
By having clear objectives, prioritizing value-generating use cases, and embracing a spirit of ongoing learning, organizations can escape the hype trap and see every GenAI project deliver measurable, sustainable value.
As GenAI technology matures, those who build a value-based approach from the beginning will drive, not trail, the next generation of digital transformation. Contact inMorphis today to explore our innovative GenAI Universe and be GenAI-ready.
