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The team · ServiceNow

We’ve sat in the platform owner’s chair

Kritavi’s ServiceNow work is led by its three founders — two former platform owners and the lead architect of a greenfield CSM and ITSM implementation. Between us, 20 years of hands-on ServiceNow delivery, most of it on the owner’s side of the table: deciding what gets built, governing how it changes, and answering for what it returns.

20 years of combined, hands-on ServiceNow delivery 2 former platform owners 5 programmes built, 2025–2026 Speakers at ServiceNow AI Summit Copenhagen, April 2026
Featured talk · ServiceNow AI Summit, Copenhagen · April 2026

From curiosity to capability

A pragmatic AI journey from Iceland

Turning AI ambition into action with agents, model strategy and contextual data. Presented by Jóhanna R. Færseth and Óðinn Thor Harðarson at the ServiceNow AI Summit, Copenhagen, April 2026.

Jóhanna R. Færseth

Jóhanna R. Færseth

Co-founder · Governance lead · risk, compliance and AI

LinkedIn →

Jóhanna works where ServiceNow meets regulation. She brings close to 20 years in enterprise IT and banking, including five years as a ServiceNow platform owner at Saxo Bank and Advania Iceland. She designs controls the way auditors and supervisors read them, and knows from the owner’s chair what governance costs to run — and what it costs to skip.

Platform governance & operating modelAI governance & AI adoptionIntegrated Risk Management (IRM/GRC)Data foundations (CMDB, CSDM)Financial services

ServiceNow experience

  • ServiceNow Specialist and Platform Owner at Advania Iceland (2024–2026): platform owner and product owner across application suites, accountable for strategic direction, roadmap and governance
  • ServiceNow platform owner and head of the internal ServiceNow delivery team at Saxo Bank (2021–2024)
  • Led the IRM and privacy management implementation in ServiceNow at Saxo Bank, with CSDM built out together with the bank’s enterprise data architect so risk and privacy management ran on real business services, processes and ownership
  • Seventeen years in the financial sector at Saxo Bank, including Global Head of IT Business Support (2017–2020): 20+ people across Europe and Asia, running 24/7 system surveillance and incident management
  • Co-presented “From curiosity to capability”, a pragmatic AI journey on ServiceNow, at the ServiceNow AI Summit in Copenhagen, April 2026
  • Works in Icelandic, Danish and English

Certifications

  • ServiceNow Certified Implementation Specialist – Risk and Compliance (CIS-RC)
  • ServiceNow Certified Implementation Specialist – Data Foundations: CMDB and CSDM (CIS-DF)
  • ServiceNow Certified Platform Owner Associate (CPOA)
Páll Sigurðsson

Páll Sigurðsson

Co-founder · Delivery lead · SPM solution architect

LinkedIn →

Páll connects strategy to what actually ships. He was platform owner of Advania Iceland’s ServiceNow instance for nine years, and has owned and implemented Strategic Portfolio Management there since 2017. Behind that sit 20+ years of project leadership in IT and pharmaceuticals, where processes are validated and nothing goes live untested. On a Kritavi mandate he owns the business analysis, the delivery plan and the quality gate.

Platform governanceBusiness analysis & process design (BPMN)Strategic Portfolio Management (SPM)Delivery & programme managementQA & testingAI adoption on the platform

ServiceNow experience

  • Platform owner of Advania Iceland’s ServiceNow instance (2015–2024)
  • Owner and implementer of Strategic Portfolio Management at Advania Iceland (2017–2026), including the greenfield implementation
  • Implemented Project and Portfolio Management, Agile Development, Idea Portal, Demand Management, Portfolio Planning Workspace and Collaborative Work Management
  • More than ten years of ServiceNow delivery at Advania Iceland (2015–2026) across SPM, ITSM and CSM, as senior project manager, business analyst and implementation lead
  • Works in Icelandic, English and German

Certifications

  • ServiceNow Certified System Administrator (CSA)

In progress or under renewal

  • ServiceNow Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM), expected November 2026
Óðinn Thor Harðarson

Óðinn Thor Harðarson

Co-founder · Lead architect · data and platforms

LinkedIn →

Óðinn designs the data model everything else depends on: CSDM and CMDB structure, CSM and ITSM solution architecture, and the platform hygiene that Now Assist and AI agents need before they can be trusted in production. He has been both lead architect and product owner on the same platform, so his designs are built to be run, not just handed over.

Platform & data architectureCSDM & CMDBCustomer Service Management (CSM)IT Service Management (ITSM)Asset management (HAM, SAM)AI adoption on the platform

ServiceNow experience

  • Lead architect for the CSM and ITSM solution and its data model during Advania Iceland’s greenfield ServiceNow implementation, with ITSM designed to meet ISO 27001 requirements, and product owner of the solution after go-live
  • Innovation Lead for the ServiceNow platform at Advania Iceland: strategic design and implementation of CSM solutions for customer service operations
  • Designed a commercial product and service catalogue on the CSDM 5 product and service offering model, linked to customer accounts through Install Base and Sold Products
  • Architected hardware after-sales on ServiceNow RMA Case Management to replace a legacy ERP service module, with direct ERP integration and no middleware
  • Built a bidirectional CSM–Jira integration for case-to-delivery hand-off
  • Co-presented “From curiosity to capability”, a pragmatic AI journey on ServiceNow, at the ServiceNow AI Summit in Copenhagen, April 2026
  • Works in Icelandic and English

Certifications

  • ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)
  • ServiceNow Certified Application Developer (CAD)
  • ServiceNow Certified System Administrator (CSA)

In progress or under renewal

  • ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM), expected October/November 2026
  • ServiceNow Certified Implementation Specialist – Data Foundations: CMDB and CSDM (CIS-DF), expected October/November 2026
How we work together

Every mandate is led by a founder who stays on it to the end

Architecture, governance and quality stay with us; additional build capacity comes from vetted delivery partners when a mandate needs it, working inside the architecture we set.

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