Verified
ServiceNow
Scaling- Software
- 29,187 staff
- Runs its own AI Platform on itself
- Claude for 29,000+ staff
- $100M operating expense saved by AI (2025)
ServiceNow deploys AI on itself as customer zero: Chief Digital Information Officer Kellie Romack's team runs ServiceNow's own AI agents, EmployeeWorks and AI Control Tower across IT, HR, support and sales. ServiceNow staff use Anthropic's Claude, and engineers use Windsurf and Claude Code. ServiceNow said internal AI produced $500 million of annualized value in 2025, including $100 million of operating expense saved. CFO Gina Mastantuono put the value above $1 billion in Oct 2026, as total headcount slightly declined.
servicenow.comTheir approach to AI
- The platform
- ServiceNow runs its own AI Platform on itself: AI agents on the IT service desk and in customer support, and the EmployeeWorks front door for nearly 30,000 employees. ServiceNow also runs AI Control Tower, which began as an internal tool to track agents and their value.
- The models
- ServiceNow uses its own Now LLM models and the Apriel models it builds with NVIDIA beside Anthropic's Claude, the default model for ServiceNow Build Agent since Jan 2026. ServiceNow's engineers moved from GitHub Copilot to Windsurf in 2025 and gained Claude Code in Jan 2026.
- The reach
- ServiceNow rolled out Claude to its more than 29,000 employees in Jan 2026, and EmployeeWorks reached nearly 30,000 in Feb 2026. ServiceNow has published no weekly usage count since Jun 2024, when 84% of its staff used generative AI daily.
- The catch
- ServiceNow's headline figure for internal AI, more than $1 billion of annualized value (Oct 2026), is an unaudited estimate that ServiceNow has not defined. The hard cost saving ServiceNow has reported is $100 million of operating expense in 2025, with a target of more than $200 million of further savings in 2026.
Snapshot
- Employees
- 29,187
- Dec 31, 2025: 14,601 in the US and 14,586 elsewhere
- Who owns AI
- Kellie Romack, CDIO
- Runs customer zero; Jacqui Canney leads AI enablement of the workforce
- Platform
- ServiceNow AI Platform, run on itself
- Now on Now program; AI Control Tower began as an internal tool
- Models
- Now LLM, Apriel, Claude
- Claude is the default model for Build Agent (Jan 2026)
- Reach
- Claude for 29,000+ staff
- Jan 2026; EmployeeWorks for nearly 30,000 (Feb 2026)
- Reported return
- $100M operating expense saved (2025)
- Inside $500M of annualized value; more than $1B of value by Oct 2026
- Hosting
- Own data centers
- About 90% of workloads on own hardware, 6 or 7 GPU hubs (Oct 2025)
Key findings
ServiceNow said on May 4, 2026 that its internal use of AI generated $500 million of annualized value in 2025, including $100 million of operating expense savings. CFO Gina Mastantuono said on Oct 28, 2026 that internal AI now generates more than $1 billion of annualized value, most of it from ServiceNow's own products. ServiceNow has not said how it calculates the value.
ServiceNow's own IT service desk resolves 90% of employee IT requests with AI (Apr 2026). Kellie Romack said ServiceNow moved 85% of its service desk staff into security operations, AI operations and other roles instead of cutting them.
ServiceNow ended 2025 with 29,187 employees and planned to end 2026 at the same level, and cut a low single-digit percentage of its staff in mid-2026. Bill McDermott said on Oct 28, 2026 that total headcount had slightly declined, and Gina Mastantuono said quota-bearing sellers grew by double digits while sales operations shrank significantly.
ServiceNow moved about 7,000 engineers from GitHub Copilot to Windsurf in 2025, which CTO Pat Casey said raised stories completed per engineer by about 10%. ServiceNow then rolled out Anthropic's Claude to more than 29,000 employees and Claude Code to engineers in Jan 2026.
ServiceNow built AI Control Tower for itself to see how many agents run, what they cost and what value they create, and began selling it in May 2025. Kellie Romack said in May 2026 that tokens are now a cost line that needs active management.
Where ServiceNow sits
- Stage
- Scaling
ServiceNow has reported a firm-level return it credits to its internal use of AI, which puts ServiceNow at Scaling. ServiceNow said at its May 4, 2026 Financial Analyst Day that internal AI generated $500 million of annualized value in 2025, including $100 million of operating expense savings. CFO Gina Mastantuono said on Oct 28, 2026 that the value now exceeds $1 billion a year. ServiceNow also credits AI with returns in engineering, HR and sales operations. Engineers completed about 10% more stories each after a Windsurf rollout (Oct 2025). HR business partners serve about 1,000 employees each instead of 400, with no added hires (May 2026). Work once done by about 100 people in sales operations now runs autonomously, and that team's headcount is down significantly (Oct 2026). On rollout, ServiceNow gave Claude to its more than 29,000 employees in Jan 2026 and EmployeeWorks to nearly 30,000. Chief Digital Information Officer Kellie Romack runs the program, and Mastantuono reports the results to investors. ServiceNow falls short of Embedded because it has published no weekly or daily usage count in the last 18 months: its 84% daily figure dates from Jun 2024, and a 95% adoption figure in trade coverage gives no cadence. ServiceNow's $1 billion figure is also a value estimate it has not defined, not a cost or margin figure.
How the stages are defined - Ownership
- CDIO Kellie Romack runs customer zero; CFO Gina Mastantuono reports the returns
- Platform
- Hybrid: Own AI Platform run on itself; Claude and coding tools bought
- Models
- Own Now LLM and Apriel models plus Anthropic Claude
- Hosting
- Own data centers with NVIDIA GPU hubs (about 90% of workloads), public clouds for the rest; Claude Enterprise from Anthropic
- Reach
- Claude for 29,000+ employees (Jan 2026)
How they deploy
Customer zero
ServiceNow runs its own products on itself before customers get them. ServiceNow calls the practice Now on Now, and its 2025 Form 10-K describes it as a source of real-time feedback on new features. Kellie Romack's Digital Technology team acts as customer zero and, by ServiceNow's account, as a product incubator: AI Control Tower and the Autonomous Workforce IT specialists both ran inside ServiceNow first.
Redesign the work, then automate it
Kellie Romack argues against putting AI on top of old processes. Romack points to sales commission inquiries, which took about 4 days and now resolve in about 8 seconds after ServiceNow rebuilt the process with AI (Mar 2026). ServiceNow applied the same approach to its IT service desk, where AI now handles first contact through resolution for most requests.
Reallocate capacity instead of cutting it
ServiceNow says AI freed capacity that it moved elsewhere. In May 2026, Jacqui Canney said HR business partners went from serving about 400 employees each to about 1,000, without added hires. Kellie Romack said the same month that 85% of service desk staff moved into security operations, AI operations and executive briefing centers. Bill McDermott said in Apr 2026 that ServiceNow can go through a year and exit into the next with the same headcount.
Multiple models behind one platform
Amit Zavery said in Jan 2026 that ServiceNow pursues a multi-model strategy and does not see its OpenAI and Anthropic partnerships as mutually exclusive. Zavery added on the Jul 2026 call that large language models are being commoditized, so ServiceNow picks a model for each task. Zavery said the choice runs from open-weight models, ServiceNow's own models and domain-specific models to the most expensive frontier models.
Govern every agent
CX Today reported in May 2026 that ServiceNow's internal AI program grew so fast that teams across the business built agents on their own, creating duplication, rising token costs and security exposure. ServiceNow answered with AI Control Tower, which shows at any time of day how many ServiceNow and third-party agents run, how widely they are used and what value they create.
- Deployment model
- ServiceNow runs AI as one platform, delivered through its Digital Technology organization. Kellie Romack's team deploys ServiceNow's own AI Platform across IT, HR, finance, customer support and sales and measures each use case in AI Control Tower. Romack's team shares the results with the product teams under Amit Zavery, who leads more than 15,000 employees in product, engineering and design. Jacqui Canney's people organization runs AI skills assessments, personalized learning paths and the redeployment of staff whose work AI absorbs. ServiceNow's engineers choose their own coding tools within that structure. Pat Casey said in Oct 2025 that using Windsurf is not a mandate and that ServiceNow measures output, not tool use.
- Model providers
- ServiceNow runs its own models for much of its AI: domain-specific Now LLM models and the Apriel family it builds with NVIDIA, served through NVIDIA's Triton inference server according to Pat Casey (Oct 2025). Since Jan 28, 2026, Anthropic's Claude has been the default model for ServiceNow Build Agent and a preferred model across the ServiceNow AI Platform. ServiceNow rolled Claude out to its more than 29,000 employees and Claude Code to its engineers the same day. ServiceNow's engineers used GitHub Copilot before moving to Windsurf, which about 7,000 engineers had by Oct 2025. ServiceNow also partners with OpenAI and Google Gemini for the products it sells. ServiceNow has not said which outside models its internal agents call, or in what share.
- Data and infrastructure
- ServiceNow runs most of its infrastructure, AI included, on its own hardware. Pat Casey said in Oct 2025 that upwards of 90% of ServiceNow's workloads run on servers it buys and racks in its own data centers, with 6 or 7 GPU hubs holding a couple of thousand GPU hosts. Casey said ServiceNow expects about 50% of its workloads to run on hyperscale clouds by 2030. ServiceNow's 2025 Form 10-K says it operates data centers in North America, South America, Europe, Asia and Australia. The filing says ServiceNow also delivers its service through public cloud providers, which it does not name. Claude Enterprise, which ServiceNow's staff use, is Anthropic's hosted service. ServiceNow has not said where those workloads run.
Platforms and internal tools
Autonomous IT service deskAgentic AI by 2025
ServiceNow's internal IT service desk uses AI agents and a Level 1 Service Desk AI Specialist to take employee IT requests from first contact to resolution. ServiceNow says AI resolves 90% of employee IT requests and that the specialist resolves assigned cases 99% faster than human agents (Apr 2026). ServiceNow also says the agents absorbed a doubling of ticket volume when Moveworks joined in Dec 2025, without missed service levels.
- Users
- About 30,000 employees served
EmployeeWorksFeb 2026
EmployeeWorks combines Moveworks' AI assistant and enterprise search with ServiceNow's employee portal in one front door. ServiceNow staff use EmployeeWorks to search knowledge, make requests across IT, HR, finance and procurement, and build their own assistants and automations. ServiceNow deployed EmployeeWorks internally in days. Bill McDermott said in Oct 2026 that EmployeeWorks acts as the sales coach for every ServiceNow seller.
- Users
- Nearly 30,000 employees (Feb 2026)
AI Control TowerInternal first; sold from May 2025
AI Control Tower began as ServiceNow's internal tool to govern, monitor and measure its own AI. AI Control Tower now gives Kellie Romack's team a live view of how many ServiceNow and third-party agents run, how widely they are used, what value they create and what they cost in tokens. ServiceNow sells AI Control Tower to customers and, from May 2026, includes it in every product and package.
Claude and Claude CodeJan 2026
ServiceNow rolled out Anthropic's Claude to its global workforce and Claude Code to engineers, developers and technical teams under a multi-year partnership announced on Jan 28, 2026. ServiceNow sellers use a Claude-powered coaching tool that connects to enterprise data and web search to prepare for customer meetings.
- Users
- More than 29,000 employees (Jan 2026)
- Models
- Anthropic Claude
Windsurf for engineers2025
ServiceNow replaced GitHub Copilot with Windsurf as its main AI coding tool after evaluating newer tools. Pat Casey said in Oct 2025 that about 7,000 engineers had Windsurf and that using it is not mandatory.
- Users
- About 7,000 engineers (Oct 2025)
- Models
- Windsurf
AI-driven customer self-service
ServiceNow's own customer support combines Customer Service Management, AI Search and IT Service Management so that AI agents resolve customer issues by intent. ServiceNow measures resolution instead of deflection: a repeat contact within 24 hours counts as an escalation (Apr 2026).
Vendors and partners
AnthropicJan 2026
Claude for all employees, Claude Code for engineers; default model for Build Agent · ServiceNow did not disclose the length or value of the multi-year deal (TechCrunch). Anthropic was also a founding member of ServiceNow's Control Tower Alliance in Oct 2026.
NVIDIA
Co-developer of the Apriel models; GPUs and Triton inference server in ServiceNow's data centers · Pat Casey said in Oct 2025 that ServiceNow runs its Apriel models on NVIDIA's Triton inference server across its own GPU hubs.
Windsurf2025
AI coding tool for about 7,000 engineers · Windsurf replaced GitHub Copilot, which ServiceNow had used with what Pat Casey called decent results.
MoveworksDec 15, 2025
Acquired AI assistant and enterprise search, now inside EmployeeWorks · ServiceNow paid $2.4 billion for Moveworks, according to its 2025 Form 10-K.
OpenAIJan 2026
Product partner; expanded in Oct 2026 with a ChatGPT plug-in and a Codex integration · ServiceNow's OpenAI partnership covers products it sells. ServiceNow has not said whether its own staff use OpenAI models.
Leadership
AI, data and platform leaders
Executives
AI org map
Customer zero program in Digital Technology on one company platform; product and engineering build what it runs
ServiceNow's internal AI runs through its Digital Technology organization under Chief Digital Information Officer Kellie Romack, who deploys ServiceNow's own AI Platform across its functions. Romack took over the role from Chris Bedi in 2024. Amit Zavery's product and engineering organization builds the platform, and Jacqui Canney's people organization handles AI skills and redeployment. CFO Gina Mastantuono reports to Bill McDermott and presents the returns to investors.
ServiceNow's AI work sits in its Digital Technology, product and people organizations. Kellie Romack's Digital Technology organization deploys AI inside ServiceNow as customer zero. Amit Zavery's product, engineering and design organization of more than 15,000 employees includes Joe Davis's AI Engineering group. Jacqui Canney's people organization runs AI skills and redeployment. ServiceNow publishes no count of AI specialists. HR Brew reported in Jul 2025 that ServiceNow had quadrupled its AI hires over 2 years and posted more than 1,200 jobs focused on or requiring AI skills.
Reporting lines
Chairman and CEO
Finance and Strategy
Gina Mastantuono, President and CFO
Reports the returns from internal AI; the reporting line is on her ServiceNow biography
Product, Engineering and Operations
Amit Zavery, President, CPO and COO
More than 15,000 employees; on the executive team, direct line inferred
Digital Technology
Kellie Romack, CDIO
Runs customer zero and AI Control Tower internally; reporting line not published
Analytics
Vijay Kotu, Chief Analytics Officer
Listed under technology leadership; reporting line not published
Security
Ben de Bont, CISO
Reporting line not published
ServiceNow's leadership page, checked Nov 9, 2026, lists Kellie Romack, Pat Casey, Vijay Kotu, Joe Davis and Ben de Bont under technology leadership, outside the executive team, without reporting lines. Gina Mastantuono's biography is the only one that states a reporting line, to Bill McDermott.
Where the AI workforce sits
Product, engineering and design
Estimate: more than 15,000 of 29,187 employees sit in Amit Zavery's organization. This is a share of all staff, not of AI specialists, which ServiceNow does not count.
~50%Go-to-market, Digital Technology and corporate functions
Estimate: the remainder. AI is deployed into these functions by Digital Technology rather than staffed by separate AI teams in each.
~50%
Named people
Use cases
ServiceNow had more than 230 agentic AI use cases in production inside the company in Jan 2026, Kellie Romack said, across IT, HR, customer support, sales, finance and engineering. ServiceNow credits AI with returns in engineering, HR and sales operations. Engineers completed about 10% more stories each after the Windsurf rollout (Oct 2025). In People Operations, Jacqui Canney said HR business partners now serve about 1,000 employees each instead of 400, with no added hires (May 2026). In sales operations, work once done by about 100 people now runs autonomously, and the team's headcount is down significantly (Oct 2026). For internal AI as a whole, ServiceNow reported $100 million of operating expense saved in 2025 (May 2026) and more than $1 billion of annualized value in Oct 2026, a figure ServiceNow has not defined.
| Use case | Area | Status | ROI |
|---|---|---|---|
| Autonomous IT service desk ServiceNow's AI agents and Level 1 Service Desk AI Specialist handle employee IT requests from first contact to resolution and resolved 90% of them by Apr 2026. ServiceNow redeployed 85% of the service desk's former staff into security operations, AI operations and other work. CX Today noted in Oct 2026 that a published ServiceNow case study found only 15% of internal incidents eligible for the specialist, which resolved 46% of those. | IT | In production | |
| EmployeeWorks front door EmployeeWorks gives nearly 30,000 ServiceNow employees one place to search knowledge and make requests across IT, HR, finance and procurement, and to build their own assistants and automations. | Employee experience | In production | |
| People Operations agents ServiceNow uses AI and agents in People Operations to answer employee questions and handle HR cases. Jacqui Canney said the freed capacity went to talent strategy, new AI use cases and complex cases as ServiceNow grew from about 14,000 to nearly 30,000 staff. | HR | In production | HR partners serve about 1,000 employees each, up from 400, with no added hires (May 2026)Source |
| Sales operations and seller coaching ServiceNow's sellers get account insight and controls pushed to them through EmployeeWorks, which Bill McDermott called a sales coach in the pocket. Gina Mastantuono said quota-bearing sellers grew by double digits. | Sales | In production | Sales operations work of about 100 people now runs autonomously; that team's headcount down (Oct 2026) |
| Meeting preparation with Claude ServiceNow sellers use a Claude-powered coaching tool that pulls together prospect information, account context and web research before customer meetings. ServiceNow said early results in testing showed up to 95% less preparation time (Jan 2026). | Sales | Pilot | |
| Sales commission inquiries ServiceNow rebuilt the process sellers use to ask about their commissions with AI and confidential computing, so answers that took about 4 days through finance tickets now arrive in about 8 seconds, Kellie Romack said (Mar 2026). | Finance | In production | |
| AI self-service and case automation By Apr 2026, ServiceNow's own support had reached a 94.7% self-service effectiveness rate, AI agents fully automated 37% of support case workflows and knowledge article publishing was 88% faster. ServiceNow counts these results as $10.5 million of realized AI value without saying how it measures that value. Amit Zavery said in Sep 2025 that support headcount had not fallen despite about 75% case deflection, because case volume grew about 40% in 2 years. | Customer support | In production | |
| AI coding tools ServiceNow engineers use Windsurf, which replaced GitHub Copilot in 2025, and Claude Code, rolled out in Jan 2026. Pat Casey said ServiceNow measures the code engineers ship, not whether they use the tools. | Engineering | In production | About 10% more stories completed per engineer after the Windsurf rollout (Oct 2025) |
| Faster customer implementations ServiceNow uses AI to shorten customer deployments. Amit Zavery said in Sep 2025 that deployments that took 3 to 4 months to go live now take about 1.5 to 2 months. ServiceNow is targeting a further 50% cut in implementation time with Claude (Jan 2026). The benefit goes mainly to customers. | Customer success | In production | |
| AI Control Tower for internal AI ServiceNow tracks every internal agent, ServiceNow-built or third-party, in AI Control Tower, with adoption, value, risk and token cost visible to Kellie Romack's team at any time of day. | Governance | In production | |
| AI skills assessment and learning paths Jacqui Canney's team ran a company-wide AI capability assessment as a skills map, gave employees personalized training by role, and held career conversations before moving staff whose work AI absorbed (May 2026). | Workforce | In production |
Adoption
ServiceNow spread AI in stages. In 2023, every department had to write an AI roadmap and run generative AI pilots. Chris Bedi said in Jun 2024 that everyone at ServiceNow used generative AI, 84% of staff used it daily and more than 25 use cases were in production. ServiceNow moved to agents on its IT service desk and in support through 2025 and gave about 7,000 engineers Windsurf by Oct 2025. ServiceNow rolled out Claude to more than 29,000 employees in Jan 2026 and EmployeeWorks to nearly 30,000 in Feb 2026, and Kellie Romack counted more than 230 agentic use cases in production in Jan 2026. CX Today reported in May 2026, from a podcast with Jacqui Canney and Romack, that 95% of ServiceNow's workforce actively uses AI, without saying how often. ServiceNow has published no weekly or daily usage count since Jun 2024.
By the numbers
Rollout, first pilot to today
Sep 2015
Chris Bedi became ServiceNow's Chief Digital Information Officer, serving as customer zero for ServiceNow's products.
2023
ServiceNow required every department to develop an AI roadmap and ran generative AI pilots across the company.
Jun 2024
Chris Bedi said ServiceNow had more than 25 generative AI use cases in production and 84% of its workforce used generative AI daily, after handing the Chief Digital Information Officer role to Kellie Romack in May 2024.
Jan 2025
ServiceNow renamed Jacqui Canney Chief People and AI Enablement Officer, giving her the change management side of its AI transformation.
Jun 2025
ServiceNow described the internal AI governance from which AI Control Tower grew: an AI steward, a quarterly steering committee for its data for AI program, and an AI governance policy aligned with NIST's AI Risk Management Framework.
Jul 2025
Gina Mastantuono said ServiceNow was on track for $100 million of headcount savings from internal AI in 2025, a goal first set out at Knowledge in May 2025.
Oct 2025
Pat Casey said about 7,000 ServiceNow engineers had moved to Windsurf from GitHub Copilot, with stories per engineer up about 10%.
Dec 2025
Moveworks joined ServiceNow, doubling internal IT ticket volume overnight. ServiceNow says its AI agents handled 90% of Level 1 tickets with no missed service levels.
Jan 2026
ServiceNow rolled out Claude to more than 29,000 employees and Claude Code to engineers, and Kellie Romack counted more than 230 agentic AI use cases in production.
Feb 2026
ServiceNow launched EmployeeWorks after deploying it internally in days to nearly 30,000 employees.
May 2026
ServiceNow reported $500 million of annualized value from internal AI in 2025, including $100 million of operating expense savings.
Oct 2026
Gina Mastantuono said internal AI generates more than $1 billion of annualized value, more than double the level at the end of 2025.
Economics & controls
Spend and ROI
What AI itself costs
ServiceNow does not disclose what it spends on AI for its own use. ServiceNow declined to give the length or value of its Anthropic contract (TechCrunch, Jan 2026). Vibe Graveyard, citing a paywalled report in The Information, wrote in 2026 that Kellie Romack said ServiceNow used up its full-year budget for Anthropic tools in the first several months of 2026. By the same account, Romack worked with CFO Gina Mastantuono to contain the cost without withdrawing Claude Enterprise. ServiceNow has not confirmed the report, and reports of reduced employee allowances come only from anonymous posts. Romack said in May 2026 that tokens are now a cost line that needs active management.
Reported ROI
ServiceNow said at its May 4, 2026 Financial Analyst Day that its internal AI deployment generated $500 million of annualized value in 2025, including $100 million of operating expense savings. ServiceNow said it expects more than $200 million of additional savings in 2026 with flat headcount. Gina Mastantuono said on Oct 28, 2026 that internal AI now generates more than $1 billion of annualized value, more than double the end-2025 level, with the largest share from ServiceNow's own products. ServiceNow has not said how it calculates value or how much of the $1 billion reaches the expense line. Kellie Romack described an earlier figure, $355 million of annual value, as coming from productivity and time savings (Jan 2026).
Margin
ServiceNow's Q1 2026 results said strong internal AI efficiencies from Now on Now, and platform scale, would return operating and free cash flow margin expansion to trend in 2027, after the Armis acquisition. Bill McDermott said on the call that Now on Now had helped cut the margin headwind from Armis from 100 to 50 basis points. ServiceNow's Q3 2026 non-GAAP operating margin of 32.5% beat guidance by 150 basis points, which ServiceNow attributed to revenue outperformance, efficiency gains and the timing of spend.
Headcount
ServiceNow had 29,187 employees at Dec 31, 2025. Gina Mastantuono said in Jul 2025 that the $100 million of 2025 savings came from headcount. Bill McDermott told staff early in 2026 that ServiceNow would end the year with the headcount it started with, and repeated the plan on the Apr 22, 2026 call. ServiceNow cut a low single-digit percentage of its workforce over several months in mid-2026 while hiring for AI skills. ServiceNow said in Jun 2026 that its platform was generating real AI efficiencies inside its own business. On Oct 28, 2026, McDermott said total headcount had slightly declined. Mastantuono said AI efficiency lets ServiceNow hire fewer support staff and add less R&D overhead while quota-bearing sellers grow by double digits.
Governance and risk
AI council and controls
ServiceNow governs its internal AI through a Digital Technology AI Council of developers, architects, project managers, compliance staff and executives. The council built an AI delivery process with 44 control objectives mapped to NIST's AI Risk Management Framework, the EU AI Act and ISO 42001. Everything ServiceNow builds or buys goes through that process, according to its Now on Now governance white paper.
Data and use case approval
By Jun 2025, ServiceNow had appointed an AI steward to give independent oversight of data use and use case approvals, and set up a quarterly steering committee for its data for AI program. ServiceNow also adopted an AI governance policy aligned with NIST's framework, which calibrates controls to each use case's risk.
Visibility over agents
ServiceNow uses AI Control Tower to see every agent running inside the company, ServiceNow-built or third-party, with its adoption, value, risk and token cost. Kellie Romack said in May 2026 that agents built by employees and running without oversight are a real financial and security risk, and that humans are accountable for governing the AI they create.
Disclosed risks
ServiceNow's 2025 Form 10-K says its use of AI, both internally and in its products, could lead to copyright or other intellectual property claims. The filing adds that laws such as the EU AI Act may force changes to ServiceNow's data handling and compliance practices.
Recent signals
Oct 28, 2026
Gina Mastantuono said ServiceNow's internal AI generates more than $1 billion of annualized value and that sales operations headcount is down significantly. Bill McDermott said total headcount had slightly declined while work once done by about 100 sales operations staff now runs autonomously.
Oct 28, 2026
ServiceNow formed the Control Tower Alliance with founding members including Anthropic, AWS, NVIDIA and OpenAI, and expanded its OpenAI partnership with a ChatGPT plug-in and a Codex integration.
Jul 2026
Business Insider reported that ServiceNow had cut a low single-digit percentage of its workforce over several months in a global restructuring, while CEO Bill McDermott kept the goal of ending 2026 at the starting headcount.
Jun 11, 2026
ServiceNow confirmed layoffs of a three-figure number of employees and said its platform is generating real AI efficiencies inside its own business.
May 25, 2026
CX Today reported that Jacqui Canney and Kellie Romack described ServiceNow's HR business partners serving about 1,000 employees each instead of 400, and 85% of service desk staff redeployed. CX Today also reported that 95% of ServiceNow's workforce actively uses AI.
May 5, 2026
ServiceNow repeated at Knowledge 2026 that its internal AI specialist resolves IT service desk cases 99% faster than human agents, a figure first given on Apr 22, 2026. Kellie Romack said 85% of the IT service desk team moved into new roles instead of being laid off.
May 4, 2026
ServiceNow told its Financial Analyst Day that internal AI generated $500 million of annualized value in 2025, including $100 million of operating expense savings, with more than $200 million more expected in 2026.
Apr 22, 2026
Bill McDermott said ServiceNow's own deployment resolves 90% of employee IT requests and that ServiceNow can exit a year with the headcount it started with. The Q1 release credited internal AI efficiencies from Now on Now with restoring margin expansion in 2027.
Apr 7, 2026
ServiceNow reported that AI agents fully automate 37% of its own support case workflows and that its self-service effectiveness rate reached 94.7%.
Mar 12, 2026
Kellie Romack repeated on the Technovation podcast the $355 million of internal AI-driven value she gave in Jan 2026, with AI resolving 90% of some IT requests on first touch.
Feb 26, 2026
ServiceNow launched EmployeeWorks, which it had deployed internally to nearly 30,000 employees in days.
Jan 28, 2026
ServiceNow signed a multi-year partnership with Anthropic that made Claude the default model for Build Agent and rolled out Claude to more than 29,000 employees and Claude Code to engineers.
Dec 15, 2025
ServiceNow completed its $2.4 billion acquisition of Moveworks, whose AI assistant became part of EmployeeWorks.
Dec 8, 2025
Jacqui Canney wrote that AI has more than doubled productivity in ServiceNow's People Operations and that AI Control Tower gives ServiceNow real-time visibility into where AI is deployed.
Quick answers
- How does ServiceNow deploy AI?
- ServiceNow deploys AI on itself as customer zero: Chief Digital Information Officer Kellie Romack's team runs ServiceNow's own AI agents, EmployeeWorks and AI Control Tower across IT, HR, support and sales. ServiceNow staff use Anthropic's Claude, and engineers use Windsurf and Claude Code. ServiceNow said internal AI produced $500 million of annualized value in 2025, including $100 million of operating expense saved. CFO Gina Mastantuono put the value above $1 billion in Oct 2026, as total headcount slightly declined.
- What does ServiceNow use AI for?
- ServiceNow had more than 230 agentic AI use cases in production inside the company in Jan 2026, Kellie Romack said, across IT, HR, customer support, sales, finance and engineering. ServiceNow credits AI with returns in engineering, HR and sales operations. Engineers completed about 10% more stories each after the Windsurf rollout (Oct 2025). In People Operations, Jacqui Canney said HR business partners now serve about 1,000 employees each instead of 400, with no added hires (May 2026). In sales operations, work once done by about 100 people now runs autonomously, and the team's headcount is down significantly (Oct 2026). For internal AI as a whole, ServiceNow reported $100 million of operating expense saved in 2025 (May 2026) and more than $1 billion of annualized value in Oct 2026, a figure ServiceNow has not defined.
- Who leads AI at ServiceNow?
- AI at ServiceNow is led by Kellie Romack (Chief Digital Information Officer); Jacqui Canney (Chief People and AI Enablement Officer); Pat Casey (Executive Vice President and Chief Technology Officer). Ownership of AI on the org chart: CDIO Kellie Romack runs customer zero; CFO Gina Mastantuono reports the returns.
- What AI platform does ServiceNow use?
- ServiceNow runs its own AI Platform on itself: AI agents on the IT service desk and in customer support, and the EmployeeWorks front door for nearly 30,000 employees. ServiceNow also runs AI Control Tower, which began as an internal tool to track agents and their value.
- Which AI models does ServiceNow use?
- ServiceNow uses its own Now LLM models and the Apriel models it builds with NVIDIA beside Anthropic's Claude, the default model for ServiceNow Build Agent since Jan 2026. ServiceNow's engineers moved from GitHub Copilot to Windsurf in 2025 and gained Claude Code in Jan 2026.
- How many ServiceNow employees use AI?
- ServiceNow rolled out Claude to its more than 29,000 employees in Jan 2026, and EmployeeWorks reached nearly 30,000 in Feb 2026. ServiceNow has published no weekly usage count since Jun 2024, when 84% of its staff used generative AI daily.
- What return has ServiceNow reported from AI?
- ServiceNow has reported a firm-level return it credits to its internal use of AI, which puts ServiceNow at Scaling. ServiceNow said at its May 4, 2026 Financial Analyst Day that internal AI generated $500 million of annualized value in 2025, including $100 million of operating expense savings. CFO Gina Mastantuono said on Oct 28, 2026 that the value now exceeds $1 billion a year. ServiceNow also credits AI with returns in engineering, HR and sales operations. Engineers completed about 10% more stories each after a Windsurf rollout (Oct 2025). HR business partners serve about 1,000 employees each instead of 400, with no added hires (May 2026). Work once done by about 100 people in sales operations now runs autonomously, and that team's headcount is down significantly (Oct 2026). On rollout, ServiceNow gave Claude to its more than 29,000 employees in Jan 2026 and EmployeeWorks to nearly 30,000. Chief Digital Information Officer Kellie Romack runs the program, and Mastantuono reports the results to investors. ServiceNow falls short of Embedded because it has published no weekly or daily usage count in the last 18 months: its 84% daily figure dates from Jun 2024, and a 95% adoption figure in trade coverage gives no cadence. ServiceNow's $1 billion figure is also a value estimate it has not defined, not a cost or margin figure.
Open questions
- How does ServiceNow calculate the more than $1 billion of annualized value from internal AI, and how much of it is cash cost saved rather than time saved?
- Did ServiceNow deliver the more than $200 million of additional operating expense savings it expected from internal AI in 2026?
- What does ServiceNow spend on AI for its own use? Did ServiceNow run through its 2026 Anthropic budget early, as The Information reported, and cap employees' Claude use afterward?
- How many ServiceNow employees use AI tools each week, given that the last company count, 84% daily, dates from Jun 2024?
- Which IT requests count toward the 90% resolved by AI, given that a ServiceNow case study found only 15% of incidents eligible for its Level 1 specialist?
- What does the $10.5 million of realized AI value in customer support consist of, and has AI lowered support cost while support headcount stayed flat?
- What return in cost or headcount, if any, do ServiceNow's tools without a published figure deliver, such as the autonomous service desk, EmployeeWorks, commission inquiries and Claude Code?
- How many of ServiceNow's mid-2026 job cuts were roles that AI absorbed, and how many redeployed service desk staff stayed in their new roles?
- Which models do ServiceNow's internal agents call, and in what share between its own Now LLM and Apriel models and Anthropic's Claude? Where does that inference run?
Sources
ServiceNow
- Leadership
- Bill McDermott, Chairman and CEO, biography
- Gina Mastantuono, President and CFO, biography
- Amit Zavery, President, CPO and COO, biography
- Kellie Romack, CDIO, biography
- Jacqui Canney, Chief People and AI Enablement Officer, biography
- Pat Casey, CTO, biography
- Chris Bedi, Chief Customer Officer, biography
- Joe Davis, EVP AI Engineering, biography
- Vijay Kotu, Chief Analytics Officer, biography
- Ben de Bont, CISO, biography
- What is autonomous IT? A Q&A with Kellie Romack
- Now on Now: the next evolution of customer self-service (Apr 7, 2026)
- Introducing Autonomous Workforce and ServiceNow EmployeeWorks (Feb 26, 2026)
- Our journey to the AI Control Tower (Jun 3, 2025)
- Now on Now: the four essential elements of responsible AI governance (white paper)
Filings and investor materials
- ServiceNow 2025 Form 10-K (filed Jan 2026)
- Q1 2026 results release (Apr 22, 2026)
- Q3 2026 results release (Oct 28, 2026)
- Q3 2026 earnings call transcript, The Motley Fool (Oct 28, 2026)
- Q2 2026 earnings call transcript, Platform Aeronaut (Jul 22, 2026)
- Q1 2026 earnings call transcript, Platform Aeronaut (Apr 22, 2026)
News and interviews
- Business Insider: ServiceNow lays out path to $30 billion in subscription revenue (May 2026)
- Fortune: Why $30 billion revenue isn't crazy, Financial Analyst Day (May 6, 2026)
- Fortune: ServiceNow unveils an AI workforce at Knowledge 2026 (May 5, 2026)
- Fortune: Jacqui Canney, AI is rewriting the rules of work (Dec 8, 2025)
- Fortune: How ServiceNow got every worker to use generative AI (Jun 12, 2024)
- TechCrunch: ServiceNow inks another AI partnership, this time with Anthropic (Jan 28, 2026)
- The New Stack: ServiceNow says Windsurf gave its engineers a 10% productivity boost (Oct 17, 2025)
- The Register: ServiceNow eyes $100M in AI-powered headcount savings (Jul 25, 2025)
- LEADERS: Interview with Kellie Romack (Jan 2026)
- Metis Strategy: Kellie Romack on how ServiceNow generated $355M in AI value (Mar 12, 2026)
- CX Today: ServiceNow ran agentic AI on itself (May 25, 2026)
- CX Today: ServiceNow hasn't cut its customer service headcount despite deflecting 75% of cases (Sep 1, 2025)
- CX Today: Is ServiceNow's billion-dollar AI bet paying off? (Oct 2026)
- NewsBytes: ServiceNow redeploys 85% of IT help desk after AI adoption (May 7, 2026)
- HR Brew: ServiceNow's chief people officer on leading AI change management (Jul 29, 2025)
- Salesforce Ben: ServiceNow lays off hundreds of staff and hails real AI efficiencies (Jun 11, 2026)
- People Matters: ServiceNow cuts several hundred roles as CEO targets flat headcount (Jul 2026)
- TechTarget: ServiceNow expands AI governance, emphasizes ROI (May 2025)
- Vibe Graveyard: ServiceNow burned its annual Claude budget (2026)
- The Information: Anthropic flexes pricing power as its customers willingly eat the cost (paywalled)
Data confidence
- Confirmed
- Stated in a primary or reputable public source.
- Estimated
- Derived or approximated from public reporting.
- Unconfirmed
- Reported, but not yet corroborated.
ServiceNow profile · Enterprise AI diffusion report by Imagine · facts checked against their sources on Nov 9, 2026
