Amit's Vision: Integrating AI into ServiceNow's Ecosystem

So our goal always has been that how do you make companies run efficiently. So the way we're thinking about AI, AI has to be part of the platform, not something different.

The idea of partnership and ecosystem building is so important and critical across the entire space. For sure. We're really focused on kind of identifying companies we want to work with, working with customers also to identify companies they're working with so we can build it into our ecosystem and ensure that we can interoperate as well as help those companies also scale with our products as well.

Yeah, you know, ServiceNow has always been enterprise focused. So our goal always has been that how do you make companies run efficiently. So the way we're thinking about AI, AI has to be part of the platform, not something different. So we've been making sure that our platform includes AI completely built in.

So we're building out the whole OS for AI for agentic flows and that allows customers to take our existing products and use the workflows we provide and make it AI oriented. So that has been the path and we have thousands of customers now today using our agentic processes and agentic platform to build new applications as well as integrate various systems together as well as making sure the business processes are efficient as well as becoming much more agentic oriented as well.

No, I think it's just I think one of the things I was talking about in the conversation earlier on stage was all about that making sure enterprises think about the use cases, find the right partners to work with people who have expertise in AI as well as the AI systems are changing so fast trying to do everything by themselves, do it yourself, which is where the failure rates have been very, very high. The failure rates has to come down and the only way to do that is by using products which have been built ground up with this mindset so that then companies where they can focus on the value add they can create, the experiences they have of the business they understand better and use a platform which allows them to do things they want to do instead of building everything with spare parts. Once you start doing spare part kind of work it becomes very difficult, you become an assembler, you're trying to keep up, the world is changing fast and you'll end up failing most of the time. And so our customers have been very successful and we always believe in this ecosystem. We work with many companies who are capable of delivering value to the enterprises because they're using pieces of it, they're already inside their enterprise. We can bring it together, connect them together and make sure it's end to end operating in a way that efficiency can be driven.

I think the thing I evaluate with a startup, one has to have very deep IP technology which can make a difference. It has to be solving a problem and more customer-centric versus just technology for the technology's sake because we are eventually looking at what can I drive for customer outcome and wherever we have holes or wherever we can expand what we are not doing today, our partnerships are very critical to us. So we have a very strategic partnership mindset. I have a group of people in my org who are really focused on kind of identifying companies we want to work with, working with customers also to identify companies they are working with so we can build it into our ecosystem and ensure that we can interoperate as well as help those companies also scale with our products as well. So it's a win-win for everyone but the key thing is to really identify where we can really integrate and do things better. There's a lot of IP being brought in, there's value being created and jointly we can make a difference and we've been able to do quite well with that kind of mindset and we've been able to grow a lot of our ecosystem very, very fast.