Overview

ServiceNow’s product chief (ex-Google/Oracle) outlined a simple thesis: real enterprise value comes from agentic AI woven into workflows and data, not from chasing models. The platform now pairs multi-LLM support and zero-copy data integration with 48+ out-of-the-box agent use cases across IT, HR, security, and customer service—driving outcomes like AstraZeneca cutting a 30-day review to ~30 minutes and fueling Now Assist toward a $1B run-rate. His advice to leaders: skip the DIY “spare-parts” stack, pick 2–3 high-impact use cases, partner closely, and measure ROI relentlessly.