ServiceNow Series E216: 'Building a Winning ServiceNow Strategy' with Crossfuze's David Shake

ServiceNow Series E216: 'Building a Winning ServiceNow Strategy' with Crossfuze's David Shake

Author: Alldus International March 16, 2026 Duration: 23:02

Today's guest is David Shake, Director, ServiceNow PMO - North America at Crossfuze. Founded in 2000, Crossfuze is a global consulting and services firm specializing in the ServiceNow platform. As a 2025 ServiceNow Partner of the Year, Crossfuze helps organizations accelerate digital transformation through advisory, implementation and managed services. The company focuses on optimizing workflows, improving service delivery and enabling customers to maximize the value of their ServiceNow investments.

David is a focused and innovative professional with strong leadership, management, and communication skills. He excels in balancing competing priorities while building collaborative teams and strong client relationships. As a Client Lead at Crossfuze, David directs complex projects involving process and system design, resource management, and global service delivery. Passionate about customer success, David leverages his ServiceNow expertise to deliver operational excellence and help clients achieve their business goals.


In the episode, David talks about:

0:00 His journey from Xerox sales intern to service delivery leader

5:47 Crossfuze as an elite ServiceNow partner offering implementations and support

6:59 Delivering ServiceNow reveals gaps between vision and reality

10:13 The need to be honest, realistic and solution-focused in implementations

13:45 Seeing growing demand in SecOps and risk management

16:00 How Crossfuze’s small size cultivates a collaborative, expert-driven culture

18:14 Why Crossfuze’s reputation and expert breadth drive industry differentiation


To find out more about all the great work happening at Crossfuze, check out the website www.crossfuze.com



Behind the buzzwords and headlines, artificial intelligence is already reshaping industries and daily routines in tangible ways. The Alldus Podcast-AI in Action cuts through the noise to focus on these real-world applications. Each conversation goes beyond theory, delving into the practical challenges and triumphs experienced by the people building and implementing these technologies. You’ll hear directly from technologists and data science practitioners who are on the front lines, discussing the specific impact of Data Science, Machine Learning, and AI on everything from healthcare and finance to how we interact with the world around us. This series, supported by Alldus International’s work in AI workforce solutions, is built on a simple idea: understanding comes from listening to those doing the work. The discussions are grounded in current projects and genuine expertise, offering a clear-eyed view of what’s possible now and what might be next. Tune in for a candid exploration of how intelligent systems are being put into action, moving from conceptual hype to functional reality. This podcast provides a essential perspective for anyone curious about the practical engine driving technological change today.
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