SERVICENOW, INC. Citi Global TMT Conference

Thanks for the question. Thanks for having me. Love being here, back in New York in September. It's perfect. Number one, conversations with customers are just fantastic. It's one of my favorite parts of the job, as you can imagine. We're so focused on helping customers really drive value in this agentic AI world that we find ourselves in. What I'd say is that AI is just top of mind for everyone, right? What it means for these companies, not only from a productivity perspective, but from a business model innovation perspective. I think that a lot of people focus right now, and it's not surprising, immediately on the productivity and efficiency gains that can come from AI. Even more importantly sometimes, or certainly as important, is the business model innovation that they can really drive.

How can AI really help them drive not only incredible productivity and efficiency, but top-line growth. One of the things that has been a huge focus over the last several years, and we got this comment so much from customers when we would ask, "What's the biggest obstacle to large-scale deployment of AI?" Uniformly across the board over the last several years, it's all been about security and risk.

How do we really make sure that if we scale deploy these assets, that we're able to manage them, govern them, and secure them. We've been super focused on how do we help customers think about that, and how do we help customers solve that problem. One of the reasons why we have had incredible success now with our AI Control Tower, and the ability for our customers to really manage end-to-end across their tech estate any assets, whether it's an AI asset, whether it's an OT, IT asset, and really manage it, secure it, in one spot, in one place. By the way, this is for any agentic capability, whether it's ServiceNow's agentic platform or it's a third-party agentic platform, or it's agents that are homegrown.

The ability to manage it in one place end-to-end, the ability to really govern it, to make sure it's secure, to kill it if it's doing things it's not supposed to be doing. Kill switch is a big top-of-mind subject today. Then manage it from a cost perspective, right? You hear all of the articles about costs going through the roof and managing that. Well, you can manage it literally in the AI Control Tower, by department, by manager. You can shut it off if they're exceeding. You can override the shutoff if it's valid. You can optimize. Lots of people are looking at how to optimize spend. Do you really need the Rolls-Royce of models to do a task like driving to the 7-Eleven? No. But you might need the Rolls-Royce if those agents are building your products, right, that are going to touch your customers every day.

The ability to manage that and optimize that. Then in the same place, AI Control Tower, the ability to really see the ROI on each and every investment.

So that you can redeploy and make sure that you're focused on allocating capital that's driving the best return.

Yep All in, AI first, how to manage it, how to control it, how to secure it.

Really leaning into this conversation on AI Control Tower has just been the number one conversation across the board.

Yeah. It's the same way they buy any other product from us, right? It's an area of focus. It's part of the product portfolio. They usually don't buy it in isolation. It's part of their strategy with AI and how to deploy it. We talk about really the value capture. It's an ability for customers to be able to really think about scaled deployment in a secure, governed way that's managed from a cost perspective, that's really enabling insights to ROI. At the same time, delivering incredible value to the organization.

Yeah. Listen, I think there's been a ton of noise in the market, right? What customers six months ago were dealing with was everyone saying the same thing. It's interesting to be first in the market when we announce, when we do a lot of things, because everyone's like, "Oh, that's interesting." Then literally a minute later, you hear the same thing coming out of 20 other folks' mouths, literally word for word. There's a lot of noise in the market, or there was a lot of noise. How customers can break through that, there was lots of conversation on build versus buy. Fast-forward today, a lot of those conversations are much cleaner, right? I think the build versus buy and the understanding that the large language models aren't going to do it all and can't do it all.

We see announcement after announcement of partnership agreements, right, with software providers and the models. ServiceNow has always been very focused on openness. How do we integrate with any large language model, any hyperscaler, any application provider, any data warehouse, so our customers have the choice on how they want to evolve their tech stack? That has always been innate to ServiceNow and is, I think, helping us in this environment because customers really want to have choice and want to have the ability to change their minds sometimes, right? For a long time, folks were like, "Oh, we're going to go with this model provider because they're the best." Very, very quickly, open source is coming up to speed. Very quickly, the models are competing with each other and getting better and better.