ServiceNow

Use Cases

• IT Service Management: Automating incident, problem, change, and asset management to reduce mean time to resolution and improve IT productivity.

• Enterprise Automation: Streamlining HR onboarding, legal workflows, workplace services, and procurement operations across departments.

• Customer Experience Transformation: Delivering omnichannel support, field service optimization, and personalized customer engagement.

• Cybersecurity & Risk Management: Orchestrating threat response, vulnerability management, and compliance tracking with AI-powered SecOps.

• Agentic AI Deployment: Enabling autonomous AI agents to perform repetitive tasks, predict issues, and execute workflows without human intervention.​

Customers & Markets

ServiceNow serves over 8,400 organizations globally, including 85% of Fortune 500 companies. In Q2 2025, the platform supported 528 customers with Annual Contract Values (ACV) over $5 million and 2,109 customers with ACV over $1 million. Key customers span financial services, healthcare, manufacturing, retail, telecommunications, government, and technology sectors worldwide.​

Research, Partnerships & Innovations

• Research Focus: Agentic AI orchestration, reasoning models, workflow automation, AI-driven SecOps, and zero-copy data integration.

• Partnerships: Strategic alliances with NVIDIA (Apriel Nemotron reasoning model, NeMo microservices), AWS (Redshift integration, AI workflows), Microsoft (Azure, Copilot integration, cybersecurity agents), Google Cloud (BigQuery, shared agentic AI), Oracle, Databricks, Snowflake, Cisco, and UKG.​

• Innovations: Apriel Nemotron 15B reasoning model for low-latency agentic AI; Workflow Data Network uniting data platforms with zero-copy connectors; AI Agent Fabric for multi-vendor agent orchestration; AI Control Tower for governance; integration of NVIDIA NeMo microservices for closed-loop learning and personalized AI experiences.​

Key People

• Bill McDermott – Chairman & CEO | Drives vision for AI-powered business transformation and strategic partnerships.

• Fred Luddy – Founder & Chief Product Officer | Creator of ServiceNow platform, continues to guide product innovation.

• Gina Mastantuono – Chief Financial Officer | Oversees financial strategy, profitability, and investor relations.

• CJ Desai – Chief Operating Officer | Manages global operations, go-to-market execution, and customer success.

• Pablo Stern – Chief Product Officer | Leads product roadmap for AI agents, Workflow Data Network, and platform innovation