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ServiceNow Knowledge 2026 Brings Forward the New Operating System for the Digital AI Enterprise

Publisher IDC
Published Jun 24, 2026
Length 5 Pages
SKU # IDC21333671

Description

ServiceNow Knowledge 2026, held May 4–8 in Las Vegas with more than 25,000 attendees, marked ServiceNow’s most aggressive AI platform expansion to date. Nine major announcements centered on the launch of ServiceNow Action Fabric — a cross-enterprise connectivity layer enabling AI agent execution — alongside the debut of Otto, ServiceNow’s enterprise AI experience, and significant updates to the AI Platform, including AI Control Tower for agent governance and Autonomous Work capabilities spanning IT, CRM, HR, field service, and security and risk. Strategic partnerships with NVIDIA and Google Cloud, plus deep customer deployments from CVS Health, DocuSign, Panasonic Avionics, NextEra Energy, and others, validated ServiceNow’s agentic platform vision, which is moving rapidly from road map to production reality. IDC views these announcements as a clear signal that ServiceNow is competing not just as an enterprise workflow platform but as an AI operating system for the digital AI enterprise.“ServiceNow has built the platform for the new AI operating model for the digital AI enterprise,” says Mickey North Rizza, vice president, Enterprise Software and Agents, IDC. “ServiceNow’s platform enables organizations to move beyond AI pilots to AI agents in production at scale. ServiceNow is a formidable competitor in the digital AI world.”

Table of Contents

5 Pages

Executive snapshot

Key takeaways

In this Market Note

IDC’s Point of View

ServiceNow Action Fabric: The execution layer for autonomous enterprise work

ServiceNow Otto and the AI agent race: ServiceNow enters the arena

ServiceNow AI Control Tower: Governance as a competitive advantage

Customer evidence: Autonomous work is becoming real

The NVIDIA Dimension: Infrastructure is part of the strategy

Implications for enterprise buyers

Learn more

Related research

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