The year ahead with ServiceNow

For enterprise leaders, 2026 is when the work gets real: boards demand results, CIOs are consolidating platforms, and AI governance is now non-negotiable. It’s no longer about adopting agentic AI; it’s about scaling it responsibly without losing control.

Four powerful forces are shaping the enterprise agenda today.

First, AI is moving decisively from pilot to production; measurable business outcomes are expected. Second, platform consolidation is accelerating as enterprises seek to reduce complexity, eliminate vendor sprawl, and create more unified technology ecosystems. Third, the build-versus-buy debate is intensifying, with nearly every major platform now offering AI-native capabilities. And finally, governance has become foundational — no longer a follow-on step, but a prerequisite for scaling AI responsibly.

ServiceNow’s response to these shifts was a key focus at Knowledge 2026, positioning the platform as the control layer for the agentic enterprise.

At the heart of this vision are five game-changing innovations — capabilities that will decisively shape enterprise strategy in the year ahead:

• AI Control Tower: A centralized command center to govern every AI agent, model, and dataset, ensuring transparency, compliance, and control.
• Otto & EmployeeWorks: A unified AI front door for the workforce, simplifying how employees interact with enterprise services and intelligence.
• Action Fabric & MCP Server: A framework that allows any AI agent to operate within ServiceNow in a governed, auditable way, enabling secure interoperability.
• Autonomous Workforce: AI systems that don’t just assist with tasks but complete entire workflows end-to-end.
• Autonomous Security & Risk: Real-time, unified identity and threat governance, bringing security and risk management into a single, intelligent control plane.

This report provides a clear and actionable view of what these developments mean for your organization, including:

• Concise overviews of each gamechanger and why they matter to your technology roadmap
• DXC’s perspective on sequencing adoption and embedding governance from the start
• Practical guidance on where to begin and how to prioritize

Insights grounded in practice

DXC brings more than 17 years of experience as a ServiceNow partner, helping clients unlock the full value of the platform.

We have the experience that allows us to move beyond theory — to help you navigate the realities of scaling AI in the enterprise with confidence, clarity and control.