India remains central to ServiceNow’s growth, with more than half of product development based there, and the company aims to train one million people in AI through ServiceNow University as part of a broader three-million-person global initiative.

Large language models account for only a small slice of the AI stack—roughly 5-10%—while 80-90% involves building scaffolding for insights, security, compliance, auditing, and version management to ensure reliability.

Similarly, the majority of the AI stack focuses on scaffolding—insights, security, compliance, auditing, and versioning—to ensure reliability beyond the LLM core.

Without robust structure, AI systems risk being probabilistic and unreliable for critical tasks like payroll, financial reporting, or onboarding.

AI represents a structural expansion for enterprise software, opening opportunities in AI security, automation, and agentic workflows rather than a contraction of the software market.

The path to revenue growth lies with vendors that deeply embed AI into enterprise workflows and deliver end-to-end solutions at the best price, not just standalone AI features, a strategy ServiceNow is pursuing through partnerships with OpenAI and Anthropic.

ServiceNow’s India footprint underpins its growth and engineering ambitions, with a goal to empower one million AI learners through ServiceNow University within a global three-million-person program.

AI must be layered securely into existing systems, and ServiceNow launched AI Control Tower to provide discovery, observability, cost management, and governance across deployments.

At the core of this approach is delivering the best outcomes for customers at compelling value, rather than rolling out isolated AI features.

ServiceNow is embedding AI within its platform via partnerships with OpenAI and Anthropic, focusing on comprehensive, end-to-end solutions rather than mere AI components.

The broader impact of AI includes expanding capabilities in security, automation, and agentic workflows, signaling growth opportunities for enterprises.

At the India AI Impact Summit in New Delhi, the executive argues that short-term market moves don’t reflect the long-term disruption in enterprise software, driven by shifts from client-server to web, on‑premise to cloud, and now AI.