Adrian Herdan, CEO, Devhd: The tech world is buzzing right now about Agentic AI and I see it as a real game changer

Outsourcing Today, the business services industry’s community networking and news integrated platform, resumes the series of interviews dedicated to evolution, expectations and opportunities in business services and related industries.

We invite business leaders, managers of strategic departments of companies, key voices in their field to share with us their insights depicting the new beginning of this year in business, how it looks, how it is anticipated, what adjustments are included in 2025’s agenda and the perspective of growth.

Find the full series of interviews here

We spoke recently with Adrian Herdan, CEO, Devhd about the business evolution, trends and expectations of growth.

Find below the insights:

Strategic Vision of HR and Market Trends

What are the key trends you believe will shape your industry in 2025?
The tech world is buzzing right now about Agentic AI, and I see it as a real game changer. Beyond traditional GenAI, which generates content based on data gathered from various sources, Agentic AI is meant to take independent actions, make decisions, and even predict what might be needed next. Imagine having a proactive assistant who not only follows your instructions but also comes up with new ideas.

While it is still in development, its potential is undeniable. It can automate and optimize processes, improve customer service, provide 24/7 support for tasks like network security or patient monitoring, and support teams around the clock without replacing us. Instead, it frees us to focus on the work that truly matters, as we move toward managing teams of AI agents that help us achieve our business goals more efficiently.

What major adjustments should a business consider this year, in the context of local market competition and worldwide challenges?
The pandemic years – 2020 and 2021 – were the ignition point of what followed. The rapid transition to the digital economy generated a hype in IT sector. Numerous projects were launched, many of which were successfully completed, and a significant workforce was employed as the demand for digital presence in every corner of the global economy became urgent. This momentum carried into 2022, though growth began to slow.

In 2023 and 2024, a new shift emerged – investments have pivoted toward AI-driven solutions, with businesses favoring smaller, more focused teams over large-scale operations.

Looking ahead to 2025, we think this will be a year of equilibrium – we will consolidate what we have achieved and, in the same time, we will make strategic investments for a solid and long-term growth. For us, that means:
Strengthening relationships with existing customers through tailored, value-driven solutions and support to drive retention and satisfaction.
Constantly monitoring new opportunities in the market, adapting to both local fiscal challenges in Romania and global market shift. Exploring cross-industry collaborations and partnerships to diversify revenue streams and support sustainable growth.

What leadership aspects are you carrying into 2025?
In 2025, my leadership focus will be on driving adaptability and innovation without losing sight of customer needs. I aim to simplify decision-making processes, foster open collaboration across teams, and prioritize transparency in communication. Additionally, I’m committed to maintaining a workplace culture that emphasizes employee well-being and engagement, knowing that long-term business success stems from supporting the people who power it.

People and Sustainability

What steps is your company taking to align with the sustainability goals in 2025?
Being a remote-first team naturally helps us reduce our carbon footprint—no daily commutes and minimal office energy use go a long way. Our fully cloud-based operations also mean we’re using resources efficiently.

Plus, each year we run CSR campaigns to support children, the elderly, and animals in need, promoting community care and social responsibility. In 2024, for instance, together with the Margareta of Romania Royal Foundation we assisted over 100 elderly individuals and several families with children by providing essential items for improving the quality of their life. Additionally, we contributed to the Negri’s Place Association efforts to feed and shelter more than 200 stray animals.

How do you engage people in your teams to ensure long-term sustainability in your operations?

We promote a sustainable working culture by offering flexible, remote work options. This not only supports a healthy work-life balance but also helps reduce our environmental impact, keeping our operations efficient and future-ready.

What are the priorities for nurturing talent and building a resilient workforce this year?
We believe that in an IT sector driven by rapid innovation, we should focus on three areas:
• Keeping Skills Sharp: We keep up with ServiceNow’s twice-yearly platform releases through regular upskilling. We focus on mentorship, including with our STAR program graduates—and sharing knowledge across teams, ensuring everyone is prepared to adapt to any change.
• Invest in Certifications: Our commitment to ServiceNow certifications is key to delivering quality implementations and maintaining a 4.9/5 customer satisfaction score. Last year alone, our team earned 30 certifications—from Developer to Implementation Specialist, as well as Certified Technical Architect (CTA) and GenAI advancements—keeping us ahead of new features.
• Expand Our Expertise: By growing the pool of certified experts, we’re able to quickly roll out new ServiceNow solutions, like Customer Service Management and Hardware Asset Management – which sets us apart among over 2,000 global partners.

Innovation and Digital Transformation

What role does innovation play in the company’s business strategy for this year? In what kind of business aspects should be more integrated?
Innovation remains central to our strategy as a ServiceNow-focused company. This year, we are actively exploring how Agentic AI can support our clients in achieving more intelligent and dynamic business operations.

Agentic AI, with its proactive and context-aware capabilities, has the potential to transform traditional workflows. We’re identifying how we can leverage this emerging technology on the NOW platform to help clients drive more efficient decision-making, improve service delivery, and anticipate potential challenges in real time. In addition to AI, we continue developing our own applications on the ServiceNow platform. These solutions have already been deployed to existing clients, and we aim to publish them on the ServiceNow Store, making them accessible to more than 8,000 customers worldwide.

Looking Ahead

I envision 2025 as a year of exploration and relentless innovation, staying ahead while adapting to the shifts in technology and business. The fiscal instability in Romania makes it challenging, but our focus remains on growth through transformation, keeping our competitive edge with ServiceNow as our foundation.

My advice for this year is to embrace change, seek opportunities in every shift, and keep moving forward with purpose and value.