Marafiq moves internal operations onto ServiceNow with IBM

Saudi utility Marafiq is moving the systems employees use to request internal services, route approvals, and track work onto ServiceNow’s cloud platform, with IBM Consulting leading the implementation. Although ServiceNow calls the product its AI Platform, the announced work is more basic: transferring existing workflows, service records, and reporting into one system. Employees are meant to use a single portal to request help and manage approvals, while the company gains a clearer view of work that would otherwise pass through separate tools. It is an internal modernization rather than a change to the power, water, gas, and wastewater networks Marafiq operates, but it could give the utility a more usable digital foundation for wider operational change.