ServiceNow presented its AI and security strategy on September 9, 2026 at Goldman Sachs' Communacopia + Technology Conference. CEO Bill McDermott emphasized the company’s role as the "rules and rails of the enterprise" and warned against costly do‑it‑yourself AI builds, noting a five‑ to ten‑fold higher total cost of ownership.
The firm disclosed that its Customer Relationship Management (CRM) annual contract value now exceeds $2 billion, growing on a year‑over‑year doubling basis. AI‑related revenue has risen nine‑fold over the past nine months, while security operations generated more than $1 billion in annual revenue. More than half of net new revenue now stems from non‑seat‑based contracts, and customers can see a 4.5‑times increase in revenue per original seat over a contract’s life.
ServiceNow’s platform processes roughly 100 billion workflows and 8 trillion transactions, and currently manages about 7 billion devices, with an expectation to add 40 billion more in the coming years. Internally, the company deployed 20 level‑1 AI agents that automate 90 % of customer service, employee service and tactical operations, eliminating an estimated 2.5 million work hours.
In security, ServiceNow ranks as the eighth‑largest enterprise security firm worldwide and aims to become the market leader. The average enterprise employs 47 distinct security tools, a complexity ServiceNow seeks to simplify through its "AI Control Tower" and a new AI‑driven help‑desk product targeting 500,000 mid‑market customers.
Recent acquisitions support the strategy: Moveworks, bought in April 2025, closed in December, and the integration of Armis and Veza was announced alongside the Moveworks closure within a 72‑hour window. Customer examples include Robinhood, where 70 % of cases are now autonomous; Rossmann, which cut case‑resolution time from 5‑9 minutes to 5 seconds across 5,200 German stores; Starbucks, converting over 4,000 U.S. locations to ServiceNow Customer Service Management; and 3M, consolidating 26 legacy solutions into a single portal.
McDermott highlighted the platform’s ability to create a zero‑copy of any data source without moving data, describing it as "AI of the AIs" and noting a shift from "token maxing to token economics" within the AI landscape.
