ServiceNow IncServiceNow's AI business grew ninefold in nine months, agents generated $1B in value, CRM crossed $2B ACV, and Starbucks is converting 4,000+ locations to its Customer Service Management.

ServiceNow outlined its enterprise AI "Control Tower" strategy at the Goldman Sachs Communacopia Conference, with CEO Bill McDermott describing a common platform that integrates AI agents, data, identity, security and workflows for governance, visibility and auditability. McDermott said the company's AI business has grown ninefold in nine months, its agents have generated $1 billion in value and eliminated about 2.5 million hours of employee work, and its customer relationship management business is doubling year over year and has crossed $2 billion in annual contract value. He said ServiceNow's security operations business has surpassed $1 billion, and the company is broadening its security platform through Armis, which provides visibility into IT, internet-of-things and operational-technology assets, and Veza, which contributes identity capabilities. McDermott said the average enterprise uses 47 security tools, creating a "point solution mess," and that ServiceNow manages 7 billion devices with another 40 billion expected to come into scope in the next several years. He also said ServiceNow acquired Moveworks in April 2025, with the deal closing in December, and cited customer examples including Robinhood, where agents manage 70% of cases previously handled by people, and Starbucks, which is converting at least 4,000 U.S. locations to ServiceNow Customer Service Management.
ServiceNow IncServiceNow's AI business grew ninefold in nine months, agents generated $1B in value, CRM crossed $2B ACV, and Starbucks is converting 4,000+ locations to its Customer Service Management.
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