ServiceNow, Inc. — Call Transcript 2026

All right. We'll go ahead and get started. Thank you everybody for joining us. We have Amit Zavery from ServiceNow, President, COO, and Chief Product Officer as well. Amit, thank you for joining us today. Thanks for having me. Hello, everyone. Look, originally, I think the shape of the conversation was going to maybe be a little bit different, but given the speed at which things are moving and the focus on AI, I wanted to maybe just jump right into that. I think there's a lot of questions, some might say some debates, but can you talk about how the Now Assist platform has broadened both in flexibility and capability over time? Then I have a bunch of framing questions or follow-up questions after that. Yeah. I think if you look at just in AI, it is moving at a very fast pace, right? We, of course, started with this idea of GenAI and giving summarization, helping users get more value from the content they have or what they're doing as the day-to-day task. Over the last year and a half, we've accelerated what we've done with Now Assist, specifically becoming more of system of action, right? The idea of doing things with agentic and making it an agentic platform. Taking different AI agents, how you orchestrate them, how do you work with them, how do you use AI agents to finish tasks, and coordinating the full activity end to end. It's been the next phase from GenAI to more agentic use cases. That has been a big game changer because now you're getting a lot more value out of the investment of AI, and you're also getting a lot more efficiency associated, and removing some of the complexity associated with that, right? When we started doing a lot of that work, one of the big things which came up was around this idea of governance, security, compliance, visibility. We build on top of our Now Assist platform, something we call AI Control Tower. That was a big evolution because that removed some of the barriers customers had in terms of adopting AI, especially agentic, as well as ability to have visibility across not just our platform, but third-party systems out there as well. Our agentic platform has become more this heterogeneous, connecting different agents together, but with visibility. Over the last many months, at Knowledge, we announced this idea of AI specialist. We have 20 different AI specialists which do full end-to-end work. It's really human equivalent AI specialist, like a level one support engineer, HRSD or HR service manager, things around FinOps, things around security ops, things like that. 20 of these AI specialists now really driving not this idea of you have to manage all your AI agents, but we're finishing that work for them. That is a big change, right? Now you remove a lot of the barriers, the work you have to do, but you're getting an outcome which you can also now calculate the ROI against a human cost associated with doing that same task. That has been the evolution. We use that as a term, but it's pretty much across all of our portfolio, right? We're adding AI across our stack and making sure we have tiering in terms of functionality, but also making sure that this kind of capability becomes much easier to use as well as adopt across the different kind of use cases which are happening inside the enterprise. We've been adding a lot of more capabilities across the board in this area now. There's a lot I want to unpack there, especially on the technology side. Before I jump to that, you mentioned this idea of lowering the barrier, and I think one of the big changes that happened recently was putting AI at every level of the product portfolio. Maybe help investors understand what signals drove that decision and what it unlocks for the end customer? No, I think so. If you look at, we had this Pro Plus SKU, which is the Now Assist idea of providing a premium capability for doing automation. We had this hybrid pricing for last year and a half already. We have gotten a lot of signals from a customer that they like this idea of combination of flexibility and predictability with the pricing. They like that they need AI, and they can get that full end to end in one particular offering as well. One of the feedback we were getting is that why do I have to always start at the top, right? There might be some other use cases. I want AI as a table stakes. We wanted to make sure that we bring AI not only in the premium SKU, but AI capabilities, all very, I would say, factored by functionality in different tiers, but available in all of our products. We don't want to have a non-AI and AI mindset anymore inside the company. Our customers don't want it. They want to be able to adopt AI as part of the same products they buy from us, not just one of the products. That kind of drove this. We knew the pricing is work. The feedback we got from our customers were very positive, how we've approached this AI capabilities in our Pro Plus. Then we tiered the functionality and gave the basic base capability in the SKU we called Foundation. We have advanced SKU, which has little more ability to take action on top of it, and then autonomous at the top tier. That's what drove it, and it allows our go-to-market to be much more simpler, for our reps to go and have this conversation with the customers. It allows us to monetize AI across our full SKUs as well. Our messaging becomes much more simpler as well, and also lets me drive one integrated technology stack instead of having fragmentation in a product for no reason, really. Over time, it had to get to an AI end to end. We kind of took that accelerated path towards it based on the feedback we've received, it's been very positive so far, and customers like this idea that they can start anywhere, and they can get the value of AI investments we're making while we let them move up as they need to. We preserve the top capabilities only on the top tier anyway, so we're not losing any of the revenue opportunity, but we're monetizing AI in other SKUs now as well. I think the simplification makes it a lot easier for adoption, and I think that's important. The other thing investors are really focused on, we hear it across the different platforms and software, who's going to be the AI Control Tower? Now, I know at Knowledge and the Financial Analyst Day, you unveiled it to investors, but help us understand what ServiceNow's platform allows it uniquely to be well-positioned to be the Control Tower for organizations. Yeah, I think you look at ServiceNow as always been this system of record for enterprises, for any kind of assets, right? With CMDB, which is the core foundation of ServiceNow, which became kind of the way companies adopted ServiceNow, was to really have visibility across every asset they have inside the company, any hardware, any software, any IT asset. If you look at what AI agents are, it's really a software asset. We were already discovering everything a company was using from IT perspective and bringing into CMDB for many, many years. If you ask IT departments in terms of knowing what they're using, what licenses they have, who's using how many of those licenses, what much you paid for it, all that stuff, they used to go to ServiceNow CMDB to get that data typically, right? For us, it's a very natural extension to now say that I will also discover and track and manage and give you visibility to AI agents. We discover them just the same way, in the same architecturally. We, of course, build connectors and adapters to discover a lot of the next-generation AI systems out there. For IT managers and IT system owners, this was like, "Okay, I already have all the other visibility. I don't want to go to a third-party system for only AI-related stuff. I want to go into the same place where I can have full license visibility, all usage visibility, all cost visibility." That's what drove AI Control Tower. Second thing, we're always doing compliance management, auditing, risk management in the CMDB as well. It was very natural for us to expand that into the AI domain as well. The reason why we've been able to do very well is because it was not very difficult for them to implement this. It comes naturally as part of what they already have in the IT systems. What we are thinking of it is that, one, we've always been heterogeneous. We look at everything inside a particular enterprise systems anyway. I can give you, as somebody managing the environment, full visibility control while I integrate with third party. It's not only about ServiceNow, it's always been about the third-party systems as well. That's what's giving us the right to play, right to win, and we've been winning in that area, right? Because we are probably as neutral as it gets from all these things. We discover all these things. We give you the cost management associated with that. Really remove some of the barriers associated with these shadow AI projects or cost runaways or even security. One of the reasons we did the acquisition of Veza was that idea of non-human identities, right? How do you have visibility in the non-human identities, the governance associated with that, any kind of security issues you run into, and what are these AI agents doing given they change identities so frequently based on the role and request they get? It became very natural for us to keep on expanding into it. It's been resonating. It's one of the fastest-growing products for us as we speak. It really gives a lot of peace of mind for any operator inside an enterprise, right? Our view and our vision is that we would kind of integrate with all these different things out there, and we are not just saying it has to be only about ServiceNow. That's why our integration with Anthropic, Google, Microsoft, OpenAI, but also a lot of agents coming from Workday, Salesforce, others. We can bring that into one place, and nobody else has been able to do that today. Earlier today to kick off, we had the CIO of Jefferies on stage. He said in multiple different ways that we're essentially a ServiceNow shop, that's not something we're going to look to recreate, that we're going to continue to build on it. He also mentioned this idea of the difficulty around on agents, right? That we didn't build for a world where you had agents, you had humans that were meant to work, right? You just mentioned with the acquisition, how does the recent M&A allow you to help companies monitor what agents are doing? What's the unlock there that other systems aren't designed for? Maybe speak to the M&A specifically, how that adds to your capabilities. No, I think we're hearing the same thing. I talk to CIOs and all, right? One, they do depend on ServiceNow. It works very well, just because you can do something separate differently, you don't need to. Right? I think that's been pretty much the theme I stick talk to every customers. The second thing is that our view always has been we need to keep on making sure we bring the value of AI or any innovation, a matter of fact, into our platform, the customers don't have to deal with it later, right? We keep on modernizing. My job at the company and what we're doing with our R&D work as well is to really ensure that we remain ahead and continue to innovate to give value to our customers. As I look at the landscape of opportunities for us across AI and what we've been building. The AI agents are going to be a new paradigm, and it's already starting to happen, where they will interact with all these systems. Users are not only going to be going and pointing and clicking through UX, there will be also AI agents who will request some activity from third-party systems. Similarly, one of the reasons we have opened up our platform and we launched something called Action Fabric, is to allow any AI agent to call into ServiceNow and allow us to do the actioning for them, right? We've been always a system of action, irrespective of whether you come from our UX or you come from Copilot, you come from Enterprise Cloud or Cowork or whatever it is. We also want to make sure that we also provide you the first-party experience if you want to choose to. Our UX has been modernized drastically. If you look at the experience layer, it's as AI native as it gets with the conversational front first mindset. The Moveworks acquisition we did kind of led that, to give this one unified modern experience across all of our products. We added this idea of conversational experience for voice and multimodal, omnichannel into the same platform, so you don't have different stacks for different things. It's completely modern going forward. Underneath the covers, we're doing a lot of work around security, compliance, and visibility and giving that view to our customers so they don't run into issues when they're deploying AI and they find nefarious things happening into the system. I don't know how many people realize, we have a very large post-breach security business, $1 billion plus, and has been growing very significantly. When we now augment a lot of the cybersecurity, vulnerability management, as well as the non-human identity or devices, which is becoming big as well, where devices are accessing a lot of the system as well. That's where the acquisition of Armis and Veza fits in. Armis gives you full understanding of any devices out there in the system, be it OT, IoT, medical devices, physical AI now, which is becoming prevalent inside shop floors and manufacturing environments, and hospitals. How do you bring Just like we were doing any asset, we need to bring every device into this thing. Now this idea of a platform which has full visibility, full understanding, provided securely, and then giving you the ability to interact with that through our UX, third party, or any agent. You have a platform which is very robust, very end-to-end capable, very modern, but also in a very secured, governed, and compliant manner, which really gives you peace of mind if somebody's going to operate it. I keep on modernizing while keeping the enterprise mindset always in a platform. That's why a lot of customers love it, because they can keep the same platform. As we upgrade, they get new features. You don't have re-platform, right? Our platform is still one platform. We add new domains on top of the same platform, but it becomes very simple for customers. That's how we've been able to get into CRM and other areas, because it's the same underlying technology stack. Now you have a very modern AI-native stack underneath the covers. I want to pull on some of the newer areas that you're moving into, but before I get there, I did want to touch on the M&A question, right? If we zoom out, there happened to be a cluster of M&A in a very short period of time, and so the follow-up question has been, is there a shift in strategy, or how should we think about M&A going forward? I figured as a technologist, how are you thinking about the M&A strategy at ServiceNow? What led to the recent M&A, and then how do you think about it going forward? We have been very careful with capital allocations in general, right? We definitely want to make sure we feed our organic engine everywhere. Everywhere we have opportunity, we need to make sure we build the best product, which are well-differentiated. AI also opens up opportunities to expand our TAM, and areas where we believe we can accelerate our roadmap based on customer demand, where we can also continue building our differentiation and new opportunities for us. Our tuck-in, ServiceNow has typically been doing tuck-in acquisition, and that all continues, right? Where we want to find good IP or acqui-hires or good talent who can help build our teams faster and provide better delivery on the roadmap and new IP as well. In some areas, as you mentioned in some of the acquisitions we did recently, cybersecurity, and I think the security space for me and for all of us, is really relevant to AI. Without that capability in the platform, you really become just a feature provider without any kind of governance and security associated with that. We saw immense opportunity with the acquisition we did of Armis to augment what we did with CMDB with any asset. To expand, we've been talking about OT anyway, so we've been doing IT and OT work. Adding the security layer around, that changes the game. They have a lot of good IP, very domain-specific capabilities, and adding that to our security business really does one plus one is much bigger than would be possible otherwise, right? That's really the kind of drivers for some of these things. I think we are at a point where we have all the assets we need at the size we're talking about. There'll always be tuck-ins when we need to, or where we find something unique. Beyond that, I think between what we've done with Armis and Moveworks, we cover what we need. Veza is a smaller company, but it gave us this ability to do non-human identities with a patented access graph technology, which is very critical. You talk to any large company now, they want that. We had done another smaller acquisition of Logik.io to really expand what we can do with CPQ, because that's a more AI-driven case management capability, so you can do accelerated configure price and quote. We've been always finding those things so we can really get faster at where we need to go and bring in people who have a lot of the domain expertise. I think it has worked out so well so far. As your question, in broader, in terms of acquisition, I think what you should expect is the tuck-ins. Beyond that, I don't think that there's anything we really need to do drastic size-wise. I think one of the things that underpins all of this is when the company rolled out RaptorDB, which I think allowed a lot more workload horsepower. Can you just help understand how that underpins all of this, and maybe what adoption of RaptorDB Pro has looked like? I think it's another area where probably a lot of people don't have understanding. We have a very large, now very fast-growing data analytics business. The couple of core foundations to it. One is RaptorDB, which is a Postgres database. We rewrote it to be more of an HTAP, so basically hybrid, both analytic as well as transactional processing database. All of our products now underlying that, it comes automatically with RaptorDB standard. Right? That you have a good, scalable, highly performant product available to all our customers. Given the size of ServiceNow deployments have grown quite a lot across our customers. We wanted to make sure we have a very foolproof and balanced database underneath the covers. Before, we used to use some open source technology, we didn't scale to the level we need. Beyond that, what we're discovering now is that customers want to do a lot more with the information they have inside ServiceNow, as well as bring in other information through either Zero Copy Adapter or any other way. What RaptorDB Pro does is, one, it's much more highly performant and scalable. Performance is like 17x of what the standard would be. Plus, we've been able to now do a lot of analytics workloads on top of it. You could do insight to action. You can understand what your incidents happened, where it happened, what you need to do with it. Also connecting to Databricks, Snowflake, BigQuery, and really do a much more and a very detailed analysis associated with that. We've been able to sell that. It went to $100 million in a very short amount of time in the last four quarters ACV. We continue to see that expansion happen because there's a whole thousands of customer ServiceNow who don't have that, and we can easily go and talk to them the value of going to Pro. On top of that, what we build is the idea of Workflow Data Fabric, the connector as well as the integration into 300 different data systems. Then we are layering on top of a semantic layer and a data catalog to do analytics apps which we can now monetize by different domains as well. This portfolio and the platform has grown drastically to be now providing a dual data stack. Using that stack, we did a knowledge graph, we have a context engine, all built on the same stack, where customers can now use a lot more capability from ServiceNow than they could typically do. Before, they used to extract and move everything out. Now they can do inside ServiceNow, and they get more out of it because we are touching so many different systems anyway. That's really the RaptorDB, as well as the Workflow Data Fabric and the data analytics stack. We have said openly that's our next big growth engine. It should be getting to $1 billion plus and continue to grow beyond that. It really changes how a platform can be used and to different use cases than we were monetizing before. Helpful. You mentioned now different growth opportunities and you mentioned moving to different areas. I think one of the questions we get commonly is maybe around the right to win in categories like CRM. I think it would be helpful maybe even to explain just what is ServiceNow focusing on in these newer areas. Where do you see maybe existing vendors as competition versus you're just offering something that isn't addressed? Can everybody please silence their phones? Let's just all do this at once. Thank you. Yeah, no, I think, see, our right to play has always been about really doing actioning across multiple different domains. Our heritage has been IT, no doubt, but case management. Like how do we resolve an issue somebody has? That we did that for IT, we do that for HR, we do that for finance, we do that for procurement, we do it for security now. Our CISO is the second-largest buying center for us, right? Because any incident happens, somebody needs to help you resolve it, and then you need to coordinate across many people. There's a workflow, there's a resolution plan, there's triaging. Same thing applies to customer service. When we look at CRM, it's a natural extension of what we did inside a company. I can do it for outside the company, for enterprise. Right? What we're trying to do there is somebody has an incident with customer service. They need help. Somebody needs to answer that either on a chat or a phone or whatever other mediums is, and then triage that and help other people resolve it, and get the resolution back to the end user. When we look at CRM, it's really about expansion in areas where we're good at. It's customer service. We're not doing full-blown SFA, marketing automation, things like that. CRM is big enough space. The largest TAM is customer service, and that's an area where we are very good at. Naturally, we are starting to win there. As you see the numbers there, one of the fastest-growing area, a couple of billion USD now and heading forward. The core of it is really the complex orchestration and with an outcome mindset. Not just giving you information, but taking action. If you look at customer service, you're taking an action by resolving something. You look at what we're doing with CPQ, same thing. You're configuring something, you're taking pricing associated with that, then getting a quote. It means you're connecting various different systems together and now making some decisions for them, helping you orchestrate that, getting an outcome, which is a quote. Not just like, say, "Tell me what is my forecast," because that's just information gathering. How do you do these various steps, which we've been very good at for years and years? That's really been the heritage of ServiceNow for 20+ years. This idea is wherever it's applicable for us, we go. We started with, of course, IT, but very naturally, we moved into other areas. Because it's the same platform. We don't have to rebuild everything. It's the same technology underneath the covers. The customers love it because when they add new domains to us, new workflows on it's on the same platform, so you're not re-platforming every time you want to add this particular use case. Versus what you find with most of the other vendors is that every domain is a different platform, different stack. Marketing is a different stack, sales is a different stack, service is a different stack, IT is a different stack, which is painful. That's why customers and IT love us, because we are able to do this thing on the same way. It's very modern and able to do this thing very quickly. That's our right to play, and that's why we win. Yeah, there will be natural worry that there are a lot of other vendors in every space, but we've been multi-vendor competition for every space we've been in. It's just that we have to make sure we out-innovate, we build the best product, make our customers happy, and we've been doing that, and we feel that we will continue doing that because we have that ability to do it. Well, I think the growth speaks for itself, right? It's been very durable because you guys have been making customers happy and adding a lot of value. As I think forward to the 2030 I cannot believe it's going to be 2030 in a few years. As I think about the 2030 targets and the growth to get there, can you maybe just help us think about what you think is going to be the biggest engine to drive to those 2030 targets? I have a couple of follow-ups. 2030, you saw the numbers we are talking about. Base case is $30 billion, right? A very good growth rate as well as continued improvement in the margins, free cash flow, while absorbing some of the acquisition, plus also a lot of the innovation we are doing, right? The growth drivers are straightforward, right? One, our AI stack and the agentic is going to be what we are seeing with our already increased guidance on top of what we are doing with Now Assist this year, and that continues to grow. A lot of the use cases we are doing in that area will drive a lot of that growth associated. Second growth driver is security space. I think security and risk is becoming a very key element of our portfolio, and the assets we have, the differentiation we've brought in, and the innovation we're bringing in there is a great adoption happening already. Plus also solving a lot of the critical problems to remove the barriers for AI. The third driver is Workflow Data Fabric and the data analytics stack. As I say, it's one of the big growth engine for us, and we're already starting to show that acceleration. The more investment we make in there to continue bringing a lot of the data and the ability to do analytics on it drives a lot more value of a platform. The fourth one is CRM, right? Customer service, the CPQ, and CPQ is leading a lot of the conversation with the customers to really improve how they deal with their end customers as well. Those are the growth drivers. A platform broadly touching everything around IT, HR, the EmployeeWorks, which we released recently between the combination of Moveworks and what we do for HRSD. Just bringing that thing into the platform end to end, and then have the AI associated with it, every product, and then you layer the data, the security, and CRM. You have a portfolio which is very robust, very fast growth, and differentiated in the market. That's what will get us to beyond the base cases we expect in the future. Helpful. I want to end on a curveball that I didn't prepare you for, which is, I love asking technologists what they have found to be either I'll let you define it how you want as a Rorschach Test, whatever cool means, but what has been your coolest experience using AI tools, whether that's as an employee at ServiceNow or whether that's in your personal life? What have you found to be the most interesting thing in terms of your AI utilization? I think to me, AI should be really like, you shouldn't care it's AI. Why do you care it's AI or what it is, right? If it can help me solve my day-to-day job and make me more productive or make me better, that's how I look at AI. I'm not really go looking for AI tools anymore. I'm seeing how is my product improved by its using AI. I think the AI specialist I'm really excited about what we're doing inside ServiceNow with the AI specialist. It does what you need to do in a short amount of time with better outcome and solves the customer problem. Eventually, what you use underneath the covers, as an end user, don't care. As a technologist, I love it, because I'm using a lot of this technology to learn how we can do better with our products. End user, when I look at customers, I shouldn't worry about it at all. Super helpful, Amit. Thanks for joining us. Great to have you, and wish you the best of luck. Thanks for having me. Thank you, everyone.

Speaker 2: All right. We'll go ahead and get started. Thank you everybody for joining us. We have Amit Zavery from ServiceNow, President, COO, and Chief Product Officer as well. Amit, thank you for joining us today. All right. all right We'll go ahead and get started. we'll go ahead and get started Thank you everybody for joining us. thank you everybody for joining us We have Amit Zavery from ServiceNow, President, COO, and Chief Product Officer as well. we have amit zavery from servicenow president coo and chief product officer as well Amit, thank you for joining us today. amit thank you for joining us today

Speaker 1: Thanks for having me. Hello, everyone. Thanks for having me. thanks for having me Hello, everyone. hello everyone

Speaker 2: Look, originally, I think the shape of the conversation was going to maybe be a little bit different, but given the speed at which things are moving and the focus on AI, I wanted to maybe just jump right into that. I think there's a lot of questions, some might say some debates, but can you talk about how the Now Assist platform has broadened both in flexibility and capability over time? Then I have a bunch of framing questions or follow-up questions after that. Look, originally, I think the shape of the conversation was going to maybe be a little bit different, but given the speed at which things are moving and the focus on AI, I wanted to maybe just jump right into that. look originally i think the shape of the conversation was going to maybe be a little bit different but given the speed at which things are moving and the focus on ai i wanted to maybe just jump right into that I think there's a lot of questions, some might say some debates, but can you talk about how the Now Assist platform has broadened both in flexibility and capability over time? i think there's a lot of questions some might say some debates but can you talk about how the now assist platform has broadened both in flexibility and capability over time Then I have a bunch of framing questions or follow-up questions after that. then i have a bunch of framing questions or follow-up questions after that

Speaker 1: Yeah. I think if you look at just in AI, it is moving at a very fast pace, right? We, of course, started with this idea of GenAI and giving summarization, helping users get more value from the content they have or what they're doing as the day-to-day task. Over the last year and a half, we've accelerated what we've done with Now Assist, specifically becoming more of system of action, right? The idea of doing things with agentic and making it an agentic platform. Taking different AI agents, how you orchestrate them, how do you work with them, how do you use AI agents to finish tasks, and coordinating the full activity end to end. It's been the next phase from GenAI to more agentic use cases. Yeah. yeah I think if you look at just in AI, it is moving at a very fast pace, right? i think if you look at just in ai it is moving at a very fast pace right We, of course, started with this idea of GenAI and giving summarization, helping users get more value from the content they have or what they're doing as the day-to-day task. we of course started with this idea of genai and giving summarization helping users get more value from the content they have or what they're doing as the day-to-day task Over the last year and a half, we've accelerated what we've done with Now Assist, specifically becoming more of system of action, right? over the last year and a half we've accelerated what we've done with now assist specifically becoming more of system of action right The idea of doing things with agentic and making it an agentic platform. the idea of doing things with agentic and making it an agentic platform Taking different AI agents, how you orchestrate them, how do you work with them, how do you use AI agents to finish tasks, and coordinating the full activity end to end. taking different ai agents how you orchestrate them how do you work with them how do you use ai agents to finish tasks and coordinating the full activity end to end It's been the next phase from GenAI to more agentic use cases. it's been the next phase from genai to more agentic use cases That has been a big game changer because now you're getting a lot more value out of the investment of AI, and you're also getting a lot more efficiency associated, and removing some of the complexity associated with that, right? When we started doing a lot of that work, one of the big things which came up was around this idea of governance, security, compliance, visibility. We build on top of our Now Assist platform, something we call AI Control Tower. That was a big evolution because that removed some of the barriers customers had in terms of adopting AI, especially agentic, as well as ability to have visibility across not just our platform, but third-party systems out there as well. Our agentic platform has become more this heterogeneous, connecting different agents together, but with visibility. That has been a big game changer because now you're getting a lot more value out of the investment of AI, and you're also getting a lot more efficiency associated, and removing some of the complexity associated with that, right? that has been a big game changer because now you're getting a lot more value out of the investment of ai and you're also getting a lot more efficiency associated and removing some of the complexity associated with that right When we started doing a lot of that work, one of the big things which came up was around this idea of governance, security, compliance, visibility. when we started doing a lot of that work one of the big things which came up was around this idea of governance security compliance visibility We build on top of our Now Assist platform, something we call AI Control Tower. we build on top of our now assist platform something we call ai control tower That was a big evolution because that removed some of the barriers customers had in terms of adopting AI, especially agentic, as well as ability to have visibility across not just our platform, but third-party systems out there as well. that was a big evolution because that removed some of the barriers customers had in terms of adopting ai especially agentic as well as ability to have visibility across not just our platform but third-party systems out there as well Our agentic platform has become more this heterogeneous, connecting different agents together, but with visibility. our agentic platform has become more this heterogeneous connecting different agents together but with visibility Over the last many months, at Knowledge, we announced this idea of AI specialist. We have 20 different AI specialists which do full end-to-end work. It's really human equivalent AI specialist, like a level one support engineer, HRSD or HR service manager, things around FinOps, things around security ops, things like that. 20 of these AI specialists now really driving not this idea of you have to manage all your AI agents, but we're finishing that work for them. That is a big change, right? Now you remove a lot of the barriers, the work you have to do, but you're getting an outcome which you can also now calculate the ROI against a human cost associated with doing that same task. That has been the evolution. Over the last many months, at Knowledge, we announced this idea of AI specialist. over the last many months at knowledge we announced this idea of ai specialist We have 20 different AI specialists which do full end-to-end work. we have 20 different ai specialists which do full end-to-end work It's really human equivalent AI specialist, like a level one support engineer, HRSD or HR service manager, things around FinOps, things around security ops, things like that. 20 of these AI specialists now really driving not this idea of you have to manage all your AI agents, but we're finishing that work for them. it's really human equivalent ai specialist like a level one support engineer hrsd or hr service manager things around finops things around security ops things like that 20 of these ai specialists now really driving not this idea of you have to manage all your ai agents but we're finishing that work for them That is a big change, right? that is a big change right Now you remove a lot of the barriers, the work you have to do, but you're getting an outcome which you can also now calculate the ROI against a human cost associated with doing that same task. now you remove a lot of the barriers the work you have to do but you're getting an outcome which you can also now calculate the roi against a human cost associated with doing that same task That has been the evolution. that has been the evolution We use that as a term, but it's pretty much across all of our portfolio, right? We're adding AI across our stack and making sure we have tiering in terms of functionality, but also making sure that this kind of capability becomes much easier to use as well as adopt across the different kind of use cases which are happening inside the enterprise. We've been adding a lot of more capabilities across the board in this area now. We use that as a term, but it's pretty much across all of our portfolio, right? we use that as a term but it's pretty much across all of our portfolio right We're adding AI across our stack and making sure we have tiering in terms of functionality, but also making sure that this kind of capability becomes much easier to use as well as adopt across the different kind of use cases which are happening inside the enterprise. we're adding ai across our stack and making sure we have tiering in terms of functionality but also making sure that this kind of capability becomes much easier to use as well as adopt across the different kind of use cases which are happening inside the enterprise We've been adding a lot of more capabilities across the board in this area now. we've been adding a lot of more capabilities across the board in this area now

Speaker 2: There's a lot I want to unpack there, especially on the technology side. Before I jump to that, you mentioned this idea of lowering the barrier, and I think one of the big changes that happened recently was putting AI at every level of the product portfolio. Maybe help investors understand what signals drove that decision and what it unlocks for the end customer? There's a lot I want to unpack there, especially on the technology side. there's a lot i want to unpack there especially on the technology side Before I jump to that, you mentioned this idea of lowering the barrier, and I think one of the big changes that happened recently was putting AI at every level of the product portfolio. before i jump to that you mentioned this idea of lowering the barrier and i think one of the big changes that happened recently was putting ai at every level of the product portfolio Maybe help investors understand what signals drove that decision and what it unlocks for the end customer? maybe help investors understand what signals drove that decision and what it unlocks for the end customer

Speaker 1: No, I think so. If you look at, we had this Pro Plus SKU, which is the Now Assist idea of providing a premium capability for doing automation. We had this hybrid pricing for last year and a half already. We have gotten a lot of signals from a customer that they like this idea of combination of flexibility and predictability with the pricing. They like that they need AI, and they can get that full end to end in one particular offering as well. One of the feedback we were getting is that why do I have to always start at the top, right? There might be some other use cases. I want AI as a table stakes. No, I think so. no i think so If you look at, we had this Pro Plus SKU, which is the Now Assist idea of providing a premium capability for doing automation. if you look at we had this pro plus sku which is the now assist idea of providing a premium capability for doing automation We had this hybrid pricing for last year and a half already. we had this hybrid pricing for last year and a half already We have gotten a lot of signals from a customer that they like this idea of combination of flexibility and predictability with the pricing. we have gotten a lot of signals from a customer that they like this idea of combination of flexibility and predictability with the pricing They like that they need AI, and they can get that full end to end in one particular offering as well. they like that they need ai and they can get that full end to end in one particular offering as well One of the feedback we were getting is that why do I have to always start at the top, right? one of the feedback we were getting is that why do i have to always start at the top right There might be some other use cases. there might be some other use cases I want AI as a table stakes. i want ai as a table stakes We wanted to make sure that we bring AI not only in the premium SKU, but AI capabilities, all very, I would say, factored by functionality in different tiers, but available in all of our products. We don't want to have a non-AI and AI mindset anymore inside the company. Our customers don't want it. They want to be able to adopt AI as part of the same products they buy from us, not just one of the products. That kind of drove this. We knew the pricing is work. The feedback we got from our customers were very positive, how we've approached this AI capabilities in our Pro Plus. Then we tiered the functionality and gave the basic base capability in the SKU we called Foundation. We wanted to make sure that we bring AI not only in the premium SKU, but AI capabilities, all very, I would say, factored by functionality in different tiers, but available in all of our products. we wanted to make sure that we bring ai not only in the premium sku but ai capabilities all very i would say factored by functionality in different tiers but available in all of our products We don't want to have a non-AI and AI mindset anymore inside the company. we don't want to have a non-ai and ai mindset anymore inside the company Our customers don't want it. our customers don't want it They want to be able to adopt AI as part of the same products they buy from us, not just one of the products. they want to be able to adopt ai as part of the same products they buy from us not just one of the products That kind of drove this. that kind of drove this We knew the pricing is work. we knew the pricing is work The feedback we got from our customers were very positive, how we've approached this AI capabilities in our Pro Plus. the feedback we got from our customers were very positive how we've approached this ai capabilities in our pro plus Then we tiered the functionality and gave the basic base capability in the SKU we called Foundation. then we tiered the functionality and gave the basic base capability in the sku we called foundation We have advanced SKU, which has little more ability to take action on top of it, and then autonomous at the top tier. That's what drove it, and it allows our go-to-market to be much more simpler, for our reps to go and have this conversation with the customers. It allows us to monetize AI across our full SKUs as well. Our messaging becomes much more simpler as well, and also lets me drive one integrated technology stack instead of having fragmentation in a product for no reason, really. Over time, it had to get to an AI end to end. We have advanced SKU, which has little more ability to take action on top of it, and then autonomous at the top tier. we have advanced sku which has little more ability to take action on top of it and then autonomous at the top tier That's what drove it, and it allows our go-to-market to be much more simpler, for our reps to go and have this conversation with the customers. that's what drove it and it allows our go-to-market to be much more simpler for our reps to go and have this conversation with the customers It allows us to monetize AI across our full SKUs as well. it allows us to monetize ai across our full skus as well Our messaging becomes much more simpler as well, and also lets me drive one integrated technology stack instead of having fragmentation in a product for no reason, really. our messaging becomes much more simpler as well and also lets me drive one integrated technology stack instead of having fragmentation in a product for no reason really Over time, it had to get to an AI end to end. over time it had to get to an ai end to end We kind of took that accelerated path towards it based on the feedback we've received, it's been very positive so far, and customers like this idea that they can start anywhere, and they can get the value of AI investments we're making while we let them move up as they need to. We preserve the top capabilities only on the top tier anyway, so we're not losing any of the revenue opportunity, but we're monetizing AI in other SKUs now as well. We kind of took that accelerated path towards it based on the feedback we've received, it's been very positive so far, and customers like this idea that they can start anywhere, and they can get the value of AI investments we're making while we let them move up as they need to. we kind of took that accelerated path towards it based on the feedback we've received it's been very positive so far and customers like this idea that they can start anywhere and they can get the value of ai investments we're making while we let them move up as they need to We preserve the top capabilities only on the top tier anyway, so we're not losing any of the revenue opportunity, but we're monetizing AI in other SKUs now as well. we preserve the top capabilities only on the top tier anyway so we're not losing any of the revenue opportunity but we're monetizing ai in other skus now as well

Speaker 2: I think the simplification makes it a lot easier for adoption, and I think that's important. The other thing investors are really focused on, we hear it across the different platforms and software, who's going to be the AI Control Tower? Now, I know at Knowledge and the Financial Analyst Day, you unveiled it to investors, but help us understand what ServiceNow's platform allows it uniquely to be well-positioned to be the Control Tower for organizations. I think the simplification makes it a lot easier for adoption, and I think that's important. i think the simplification makes it a lot easier for adoption and i think that's important The other thing investors are really focused on, we hear it across the different platforms and software, who's going to be the AI Control Tower? the other thing investors are really focused on we hear it across the different platforms and software who's going to be the ai control tower Now, I know at Knowledge and the Financial Analyst Day, you unveiled it to investors, but help us understand what ServiceNow's platform allows it uniquely to be well-positioned to be the Control Tower for organizations. now i know at knowledge and the financial analyst day you unveiled it to investors but help us understand what servicenow's platform allows it uniquely to be well-positioned to be the control tower for organizations

Speaker 1: Yeah, I think you look at ServiceNow as always been this system of record for enterprises, for any kind of assets, right? With CMDB, which is the core foundation of ServiceNow, which became kind of the way companies adopted ServiceNow, was to really have visibility across every asset they have inside the company, any hardware, any software, any IT asset. If you look at what AI agents are, it's really a software asset. We were already discovering everything a company was using from IT perspective and bringing into CMDB for many, many years. If you ask IT departments in terms of knowing what they're using, what licenses they have, who's using how many of those licenses, what much you paid for it, all that stuff, they used to go to ServiceNow CMDB to get that data typically, right? Yeah, I think you look at ServiceNow as always been this system of record for enterprises, for any kind of assets, right? yeah i think you look at servicenow as always been this system of record for enterprises for any kind of assets right With CMDB, which is the core foundation of ServiceNow, which became kind of the way companies adopted ServiceNow, was to really have visibility across every asset they have inside the company, any hardware, any software, any IT asset. with cmdb which is the core foundation of servicenow which became kind of the way companies adopted servicenow was to really have visibility across every asset they have inside the company any hardware any software any it asset If you look at what AI agents are, it's really a software asset. if you look at what ai agents are it's really a software asset We were already discovering everything a company was using from IT perspective and bringing into CMDB for many, many years. we were already discovering everything a company was using from it perspective and bringing into cmdb for many many years If you ask IT departments in terms of knowing what they're using, what licenses they have, who's using how many of those licenses, what much you paid for it, all that stuff, they used to go to ServiceNow CMDB to get that data typically, right? if you ask it departments in terms of knowing what they're using what licenses they have who's using how many of those licenses what much you paid for it all that stuff they used to go to servicenow cmdb to get that data typically right For us, it's a very natural extension to now say that I will also discover and track and manage and give you visibility to AI agents. We discover them just the same way, in the same architecturally. We, of course, build connectors and adapters to discover a lot of the next-generation AI systems out there. For IT managers and IT system owners, this was like, "Okay, I already have all the other visibility. I don't want to go to a third-party system for only AI-related stuff. I want to go into the same place where I can have full license visibility, all usage visibility, all cost visibility." That's what drove AI Control Tower. Second thing, we're always doing compliance management, auditing, risk management in the CMDB as well. It was very natural for us to expand that into the AI domain as well. For us, it's a very natural extension to now say that I will also discover and track and manage and give you visibility to AI agents. for us it's a very natural extension to now say that i will also discover and track and manage and give you visibility to ai agents We discover them just the same way, in the same architecturally. we discover them just the same way in the same architecturally We, of course, build connectors and adapters to discover a lot of the next-generation AI systems out there. we of course build connectors and adapters to discover a lot of the next-generation ai systems out there For IT managers and IT system owners, this was like, "Okay, I already have all the other visibility. for it managers and it system owners this was like "okay i already have all the other visibility I don't want to go to a third-party system for only AI-related stuff. i don't want to go to a third-party system for only ai-related stuff I want to go into the same place where I can have full license visibility, all usage visibility, all cost visibility." That's what drove AI Control Tower. i want to go into the same place where i can have full license visibility all usage visibility all cost visibility." that's what drove ai control tower Second thing, we're always doing compliance management, auditing, risk management in the CMDB as well. second thing we're always doing compliance management auditing risk management in the cmdb as well It was very natural for us to expand that into the AI domain as well. it was very natural for us to expand that into the ai domain as well The reason why we've been able to do very well is because it was not very difficult for them to implement this. It comes naturally as part of what they already have in the IT systems. What we are thinking of it is that, one, we've always been heterogeneous. We look at everything inside a particular enterprise systems anyway. I can give you, as somebody managing the environment, full visibility control while I integrate with third party. It's not only about ServiceNow, it's always been about the third-party systems as well. That's what's giving us the right to play, right to win, and we've been winning in that area, right? Because we are probably as neutral as it gets from all these things. We discover all these things. We give you the cost management associated with that. The reason why we've been able to do very well is because it was not very difficult for them to implement this. the reason why we've been able to do very well is because it was not very difficult for them to implement this It comes naturally as part of what they already have in the IT systems. it comes naturally as part of what they already have in the it systems What we are thinking of it is that, one, we've always been heterogeneous. what we are thinking of it is that one we've always been heterogeneous We look at everything inside a particular enterprise systems anyway. we look at everything inside a particular enterprise systems anyway I can give you, as somebody managing the environment, full visibility control while I integrate with third party. i can give you as somebody managing the environment full visibility control while i integrate with third party It's not only about ServiceNow, it's always been about the third-party systems as well. it's not only about servicenow it's always been about the third-party systems as well That's what's giving us the right to play, right to win, and we've been winning in that area, right? that's what's giving us the right to play right to win and we've been winning in that area right Because we are probably as neutral as it gets from all these things. because we are probably as neutral as it gets from all these things We discover all these things. we discover all these things We give you the cost management associated with that. we give you the cost management associated with that Really remove some of the barriers associated with these shadow AI projects or cost runaways or even security. One of the reasons we did the acquisition of Veza was that idea of non-human identities, right? How do you have visibility in the non-human identities, the governance associated with that, any kind of security issues you run into, and what are these AI agents doing given they change identities so frequently based on the role and request they get? It became very natural for us to keep on expanding into it. It's been resonating. It's one of the fastest-growing products for us as we speak. It really gives a lot of peace of mind for any operator inside an enterprise, right? Really remove some of the barriers associated with these shadow AI projects or cost runaways or even security. really remove some of the barriers associated with these shadow ai projects or cost runaways or even security One of the reasons we did the acquisition of Veza was that idea of non-human identities, right? one of the reasons we did the acquisition of veza was that idea of non-human identities right How do you have visibility in the non-human identities, the governance associated with that, any kind of security issues you run into, and what are these AI agents doing given they change identities so frequently based on the role and request they get? how do you have visibility in the non-human identities the governance associated with that any kind of security issues you run into and what are these ai agents doing given they change identities so frequently based on the role and request they get It became very natural for us to keep on expanding into it. it became very natural for us to keep on expanding into it It's been resonating. it's been resonating It's one of the fastest-growing products for us as we speak. it's one of the fastest-growing products for us as we speak It really gives a lot of peace of mind for any operator inside an enterprise, right? it really gives a lot of peace of mind for any operator inside an enterprise right Our view and our vision is that we would kind of integrate with all these different things out there, and we are not just saying it has to be only about ServiceNow. That's why our integration with Anthropic, Google, Microsoft, OpenAI, but also a lot of agents coming from Workday, Salesforce, others. We can bring that into one place, and nobody else has been able to do that today. Our view and our vision is that we would kind of integrate with all these different things out there, and we are not just saying it has to be only about ServiceNow. our view and our vision is that we would kind of integrate with all these different things out there and we are not just saying it has to be only about servicenow That's why our integration with Anthropic, Google, Microsoft, OpenAI, but also a lot of agents coming from Workday, Salesforce, others. that's why our integration with anthropic google microsoft openai but also a lot of agents coming from workday salesforce others We can bring that into one place, and nobody else has been able to do that today. we can bring that into one place and nobody else has been able to do that today

Speaker 2: Earlier today to kick off, we had the CIO of Jefferies on stage. He said in multiple different ways that we're essentially a ServiceNow shop, that's not something we're going to look to recreate, that we're going to continue to build on it. He also mentioned this idea of the difficulty around on agents, right? That we didn't build for a world where you had agents, you had humans that were meant to work, right? You just mentioned with the acquisition, how does the recent M&A allow you to help companies monitor what agents are doing? What's the unlock there that other systems aren't designed for? Maybe speak to the M&A specifically, how that adds to your capabilities. Earlier today to kick off, we had the CIO of Jefferies on stage. earlier today to kick off we had the cio of jefferies on stage He said in multiple different ways that we're essentially a ServiceNow shop, that's not something we're going to look to recreate, that we're going to continue to build on it. he said in multiple different ways that we're essentially a servicenow shop that's not something we're going to look to recreate that we're going to continue to build on it He also mentioned this idea of the difficulty around on agents, right? he also mentioned this idea of the difficulty around on agents right That we didn't build for a world where you had agents, you had humans that were meant to work, right? that we didn't build for a world where you had agents you had humans that were meant to work right You just mentioned with the acquisition, how does the recent M&A allow you to help companies monitor what agents are doing? you just mentioned with the acquisition how does the recent m&a allow you to help companies monitor what agents are doing What's the unlock there that other systems aren't designed for? what's the unlock there that other systems aren't designed for Maybe speak to the M&A specifically, how that adds to your capabilities. maybe speak to the m&a specifically how that adds to your capabilities

Speaker 1: No, I think we're hearing the same thing. I talk to CIOs and all, right? One, they do depend on ServiceNow. It works very well, just because you can do something separate differently, you don't need to. Right? I think that's been pretty much the theme I stick talk to every customers. The second thing is that our view always has been we need to keep on making sure we bring the value of AI or any innovation, a matter of fact, into our platform, the customers don't have to deal with it later, right? We keep on modernizing. My job at the company and what we're doing with our R&D work as well is to really ensure that we remain ahead and continue to innovate to give value to our customers. No, I think we're hearing the same thing. no i think we're hearing the same thing I talk to CIOs and all, right? i talk to cios and all right One, they do depend on ServiceNow. one they do depend on servicenow It works very well, just because you can do something separate differently, you don't need to. it works very well just because you can do something separate differently you don't need to Right? right I think that's been pretty much the theme I stick talk to every customers. i think that's been pretty much the theme i stick talk to every customers The second thing is that our view always has been we need to keep on making sure we bring the value of AI or any innovation, a matter of fact, into our platform, the customers don't have to deal with it later, right? the second thing is that our view always has been we need to keep on making sure we bring the value of ai or any innovation a matter of fact into our platform the customers don't have to deal with it later right We keep on modernizing. we keep on modernizing My job at the company and what we're doing with our R&D work as well is to really ensure that we remain ahead and continue to innovate to give value to our customers. my job at the company and what we're doing with our r&d work as well is to really ensure that we remain ahead and continue to innovate to give value to our customers As I look at the landscape of opportunities for us across AI and what we've been building. The AI agents are going to be a new paradigm, and it's already starting to happen, where they will interact with all these systems. Users are not only going to be going and pointing and clicking through UX, there will be also AI agents who will request some activity from third-party systems. Similarly, one of the reasons we have opened up our platform and we launched something called Action Fabric, is to allow any AI agent to call into ServiceNow and allow us to do the actioning for them, right? We've been always a system of action, irrespective of whether you come from our UX or you come from Copilot, you come from Enterprise Cloud or Cowork or whatever it is. As I look at the landscape of opportunities for us across AI and what we've been building. as i look at the landscape of opportunities for us across ai and what we've been building The AI agents are going to be a new paradigm, and it's already starting to happen, where they will interact with all these systems. the ai agents are going to be a new paradigm and it's already starting to happen where they will interact with all these systems Users are not only going to be going and pointing and clicking through UX, there will be also AI agents who will request some activity from third-party systems. users are not only going to be going and pointing and clicking through ux there will be also ai agents who will request some activity from third-party systems Similarly, one of the reasons we have opened up our platform and we launched something called Action Fabric, is to allow any AI agent to call into ServiceNow and allow us to do the actioning for them, right? similarly one of the reasons we have opened up our platform and we launched something called action fabric is to allow any ai agent to call into servicenow and allow us to do the actioning for them right We've been always a system of action, irrespective of whether you come from our UX or you come from Copilot, you come from Enterprise Cloud or Cowork or whatever it is. we've been always a system of action irrespective of whether you come from our ux or you come from copilot you come from enterprise cloud or cowork or whatever it is We also want to make sure that we also provide you the first-party experience if you want to choose to. Our UX has been modernized drastically. If you look at the experience layer, it's as AI native as it gets with the conversational front first mindset. The Moveworks acquisition we did kind of led that, to give this one unified modern experience across all of our products. We added this idea of conversational experience for voice and multimodal, omnichannel into the same platform, so you don't have different stacks for different things. It's completely modern going forward. Underneath the covers, we're doing a lot of work around security, compliance, and visibility and giving that view to our customers so they don't run into issues when they're deploying AI and they find nefarious things happening into the system. We also want to make sure that we also provide you the first-party experience if you want to choose to. we also want to make sure that we also provide you the first-party experience if you want to choose to Our UX has been modernized drastically. our ux has been modernized drastically If you look at the experience layer, it's as AI native as it gets with the conversational front first mindset. if you look at the experience layer it's as ai native as it gets with the conversational front first mindset The Moveworks acquisition we did kind of led that, to give this one unified modern experience across all of our products. the moveworks acquisition we did kind of led that to give this one unified modern experience across all of our products We added this idea of conversational experience for voice and multimodal, omnichannel into the same platform, so you don't have different stacks for different things. we added this idea of conversational experience for voice and multimodal omnichannel into the same platform so you don't have different stacks for different things It's completely modern going forward. it's completely modern going forward Underneath the covers, we're doing a lot of work around security, compliance, and visibility and giving that view to our customers so they don't run into issues when they're deploying AI and they find nefarious things happening into the system. underneath the covers we're doing a lot of work around security compliance and visibility and giving that view to our customers so they don't run into issues when they're deploying ai and they find nefarious things happening into the system I don't know how many people realize, we have a very large post-breach security business, $1 billion plus, and has been growing very significantly. When we now augment a lot of the cybersecurity, vulnerability management, as well as the non-human identity or devices, which is becoming big as well, where devices are accessing a lot of the system as well. That's where the acquisition of Armis and Veza fits in. Armis gives you full understanding of any devices out there in the system, be it OT, IoT, medical devices, physical AI now, which is becoming prevalent inside shop floors and manufacturing environments, and hospitals. How do you bring Just like we were doing any asset, we need to bring every device into this thing. I don't know how many people realize, we have a very large post-breach security business, $1 billion plus, and has been growing very significantly. i don't know how many people realize we have a very large post-breach security business, $1 billion plus and has been growing very significantly When we now augment a lot of the cybersecurity, vulnerability management, as well as the non-human identity or devices, which is becoming big as well, where devices are accessing a lot of the system as well. when we now augment a lot of the cybersecurity vulnerability management as well as the non-human identity or devices which is becoming big as well where devices are accessing a lot of the system as well That's where the acquisition of Armis and Veza fits in. that's where the acquisition of armis and veza fits in Armis gives you full understanding of any devices out there in the system, be it OT, IoT, medical devices, physical AI now, which is becoming prevalent inside shop floors and manufacturing environments, and hospitals. armis gives you full understanding of any devices out there in the system be it ot iot medical devices physical ai now which is becoming prevalent inside shop floors and manufacturing environments and hospitals How do you bring Just like we were doing any asset, we need to bring every device into this thing. how do you bring just like we were doing any asset we need to bring every device into this thing Now this idea of a platform which has full visibility, full understanding, provided securely, and then giving you the ability to interact with that through our UX, third party, or any agent. You have a platform which is very robust, very end-to-end capable, very modern, but also in a very secured, governed, and compliant manner, which really gives you peace of mind if somebody's going to operate it. I keep on modernizing while keeping the enterprise mindset always in a platform. That's why a lot of customers love it, because they can keep the same platform. As we upgrade, they get new features. You don't have re-platform, right? Our platform is still one platform. We add new domains on top of the same platform, but it becomes very simple for customers. Now this idea of a platform which has full visibility, full understanding, provided securely, and then giving you the ability to interact with that through our UX, third party, or any agent. now this idea of a platform which has full visibility full understanding provided securely and then giving you the ability to interact with that through our ux third party or any agent You have a platform which is very robust, very end-to-end capable, very modern, but also in a very secured, governed, and compliant manner, which really gives you peace of mind if somebody's going to operate it. you have a platform which is very robust very end-to-end capable very modern but also in a very secured governed and compliant manner which really gives you peace of mind if somebody's going to operate it I keep on modernizing while keeping the enterprise mindset always in a platform. i keep on modernizing while keeping the enterprise mindset always in a platform That's why a lot of customers love it, because they can keep the same platform. that's why a lot of customers love it because they can keep the same platform As we upgrade, they get new features. as we upgrade they get new features You don't have re-platform, right? you don't have re-platform right Our platform is still one platform. our platform is still one platform We add new domains on top of the same platform, but it becomes very simple for customers. we add new domains on top of the same platform but it becomes very simple for customers That's how we've been able to get into CRM and other areas, because it's the same underlying technology stack. Now you have a very modern AI-native stack underneath the covers. That's how we've been able to get into CRM and other areas, because it's the same underlying technology stack. that's how we've been able to get into crm and other areas because it's the same underlying technology stack Now you have a very modern AI-native stack underneath the covers. now you have a very modern ai-native stack underneath the covers

Speaker 2: I want to pull on some of the newer areas that you're moving into, but before I get there, I did want to touch on the M&A question, right? If we zoom out, there happened to be a cluster of M&A in a very short period of time, and so the follow-up question has been, is there a shift in strategy, or how should we think about M&A going forward? I figured as a technologist, how are you thinking about the M&A strategy at ServiceNow? What led to the recent M&A, and then how do you think about it going forward? I want to pull on some of the newer areas that you're moving into, but before I get there, I did want to touch on the M&A question, right? i want to pull on some of the newer areas that you're moving into but before i get there i did want to touch on the m&a question right If we zoom out, there happened to be a cluster of M&A in a very short period of time, and so the follow-up question has been, is there a shift in strategy, or how should we think about M&A going forward? if we zoom out there happened to be a cluster of m&a in a very short period of time and so the follow-up question has been is there a shift in strategy or how should we think about m&a going forward I figured as a technologist, how are you thinking about the M&A strategy at ServiceNow? i figured as a technologist how are you thinking about the m&a strategy at servicenow What led to the recent M&A, and then how do you think about it going forward? what led to the recent m&a and then how do you think about it going forward

Speaker 1: We have been very careful with capital allocations in general, right? We definitely want to make sure we feed our organic engine everywhere. Everywhere we have opportunity, we need to make sure we build the best product, which are well-differentiated. AI also opens up opportunities to expand our TAM, and areas where we believe we can accelerate our roadmap based on customer demand, where we can also continue building our differentiation and new opportunities for us. Our tuck-in, ServiceNow has typically been doing tuck-in acquisition, and that all continues, right? Where we want to find good IP or acqui-hires or good talent who can help build our teams faster and provide better delivery on the roadmap and new IP as well. We have been very careful with capital allocations in general, right? we have been very careful with capital allocations in general right We definitely want to make sure we feed our organic engine everywhere. we definitely want to make sure we feed our organic engine everywhere Everywhere we have opportunity, we need to make sure we build the best product, which are well-differentiated. everywhere we have opportunity we need to make sure we build the best product which are well-differentiated AI also opens up opportunities to expand our TAM, and areas where we believe we can accelerate our roadmap based on customer demand, where we can also continue building our differentiation and new opportunities for us. ai also opens up opportunities to expand our tam and areas where we believe we can accelerate our roadmap based on customer demand where we can also continue building our differentiation and new opportunities for us Our tuck-in, ServiceNow has typically been doing tuck-in acquisition, and that all continues, right? our tuck-in servicenow has typically been doing tuck-in acquisition and that all continues right Where we want to find good IP or acqui-hires or good talent who can help build our teams faster and provide better delivery on the roadmap and new IP as well. where we want to find good ip or acqui-hires or good talent who can help build our teams faster and provide better delivery on the roadmap and new ip as well In some areas, as you mentioned in some of the acquisitions we did recently, cybersecurity, and I think the security space for me and for all of us, is really relevant to AI. Without that capability in the platform, you really become just a feature provider without any kind of governance and security associated with that. We saw immense opportunity with the acquisition we did of Armis to augment what we did with CMDB with any asset. To expand, we've been talking about OT anyway, so we've been doing IT and OT work. Adding the security layer around, that changes the game. They have a lot of good IP, very domain-specific capabilities, and adding that to our security business really does one plus one is much bigger than would be possible otherwise, right? That's really the kind of drivers for some of these things. In some areas, as you mentioned in some of the acquisitions we did recently, cybersecurity, and I think the security space for me and for all of us, is really relevant to AI. in some areas as you mentioned in some of the acquisitions we did recently cybersecurity and i think the security space for me and for all of us is really relevant to ai Without that capability in the platform, you really become just a feature provider without any kind of governance and security associated with that. without that capability in the platform you really become just a feature provider without any kind of governance and security associated with that We saw immense opportunity with the acquisition we did of Armis to augment what we did with CMDB with any asset. we saw immense opportunity with the acquisition we did of armis to augment what we did with cmdb with any asset To expand, we've been talking about OT anyway, so we've been doing IT and OT work. to expand we've been talking about ot anyway so we've been doing it and ot work Adding the security layer around, that changes the game. adding the security layer around that changes the game They have a lot of good IP, very domain-specific capabilities, and adding that to our security business really does one plus one is much bigger than would be possible otherwise, right? they have a lot of good ip very domain-specific capabilities and adding that to our security business really does one plus one is much bigger than would be possible otherwise right That's really the kind of drivers for some of these things. that's really the kind of drivers for some of these things I think we are at a point where we have all the assets we need at the size we're talking about. There'll always be tuck-ins when we need to, or where we find something unique. Beyond that, I think between what we've done with Armis and Moveworks, we cover what we need. Veza is a smaller company, but it gave us this ability to do non-human identities with a patented access graph technology, which is very critical. You talk to any large company now, they want that. We had done another smaller acquisition of Logik.io to really expand what we can do with CPQ, because that's a more AI-driven case management capability, so you can do accelerated configure price and quote. I think we are at a point where we have all the assets we need at the size we're talking about. i think we are at a point where we have all the assets we need at the size we're talking about There'll always be tuck-ins when we need to, or where we find something unique. there'll always be tuck-ins when we need to or where we find something unique Beyond that, I think between what we've done with Armis and Moveworks, we cover what we need. beyond that i think between what we've done with armis and moveworks we cover what we need Veza is a smaller company, but it gave us this ability to do non-human identities with a patented access graph technology, which is very critical. veza is a smaller company but it gave us this ability to do non-human identities with a patented access graph technology which is very critical You talk to any large company now, they want that. you talk to any large company now they want that We had done another smaller acquisition of Logik.io to really expand what we can do with CPQ, because that's a more AI-driven case management capability, so you can do accelerated configure price and quote. we had done another smaller acquisition of logik.io to really expand what we can do with cpq because that's a more ai-driven case management capability so you can do accelerated configure price and quote We've been always finding those things so we can really get faster at where we need to go and bring in people who have a lot of the domain expertise. I think it has worked out so well so far. As your question, in broader, in terms of acquisition, I think what you should expect is the tuck-ins. Beyond that, I don't think that there's anything we really need to do drastic size-wise. We've been always finding those things so we can really get faster at where we need to go and bring in people who have a lot of the domain expertise. we've been always finding those things so we can really get faster at where we need to go and bring in people who have a lot of the domain expertise I think it has worked out so well so far. i think it has worked out so well so far As your question, in broader, in terms of acquisition, I think what you should expect is the tuck-ins. as your question in broader in terms of acquisition i think what you should expect is the tuck-ins Beyond that, I don't think that there's anything we really need to do drastic size-wise. beyond that i don't think that there's anything we really need to do drastic size-wise

Speaker 2: I think one of the things that underpins all of this is when the company rolled out RaptorDB, which I think allowed a lot more workload horsepower. Can you just help understand how that underpins all of this, and maybe what adoption of RaptorDB Pro has looked like? I think one of the things that underpins all of this is when the company rolled out RaptorDB, which I think allowed a lot more workload horsepower. i think one of the things that underpins all of this is when the company rolled out raptordb which i think allowed a lot more workload horsepower Can you just help understand how that underpins all of this, and maybe what adoption of RaptorDB Pro has looked like? can you just help understand how that underpins all of this and maybe what adoption of raptordb pro has looked like

Speaker 1: I think it's another area where probably a lot of people don't have understanding. We have a very large, now very fast-growing data analytics business. The couple of core foundations to it. One is RaptorDB, which is a Postgres database. We rewrote it to be more of an HTAP, so basically hybrid, both analytic as well as transactional processing database. All of our products now underlying that, it comes automatically with RaptorDB standard. Right? That you have a good, scalable, highly performant product available to all our customers. Given the size of ServiceNow deployments have grown quite a lot across our customers. We wanted to make sure we have a very foolproof and balanced database underneath the covers. Before, we used to use some open source technology, we didn't scale to the level we need. I think it's another area where probably a lot of people don't have understanding. i think it's another area where probably a lot of people don't have understanding We have a very large, now very fast-growing data analytics business. we have a very large now very fast-growing data analytics business The couple of core foundations to it. the couple of core foundations to it One is RaptorDB, which is a Postgres database. one is raptordb which is a postgres database We rewrote it to be more of an HTAP, so basically hybrid, both analytic as well as transactional processing database. we rewrote it to be more of an htap so basically hybrid both analytic as well as transactional processing database All of our products now underlying that, it comes automatically with RaptorDB standard. all of our products now underlying that it comes automatically with raptordb standard Right? right That you have a good, scalable, highly performant product available to all our customers. that you have a good scalable highly performant product available to all our customers Given the size of ServiceNow deployments have grown quite a lot across our customers. given the size of servicenow deployments have grown quite a lot across our customers We wanted to make sure we have a very foolproof and balanced database underneath the covers. we wanted to make sure we have a very foolproof and balanced database underneath the covers Before, we used to use some open source technology, we didn't scale to the level we need. before we used to use some open source technology we didn't scale to the level we need Beyond that, what we're discovering now is that customers want to do a lot more with the information they have inside ServiceNow, as well as bring in other information through either Zero Copy Adapter or any other way. What RaptorDB Pro does is, one, it's much more highly performant and scalable. Performance is like 17x of what the standard would be. Plus, we've been able to now do a lot of analytics workloads on top of it. You could do insight to action. You can understand what your incidents happened, where it happened, what you need to do with it. Also connecting to Databricks, Snowflake, BigQuery, and really do a much more and a very detailed analysis associated with that. We've been able to sell that. Beyond that, what we're discovering now is that customers want to do a lot more with the information they have inside ServiceNow, as well as bring in other information through either Zero Copy Adapter or any other way. beyond that what we're discovering now is that customers want to do a lot more with the information they have inside servicenow as well as bring in other information through either zero copy adapter or any other way What RaptorDB Pro does is, one, it's much more highly performant and scalable. what raptordb pro does is one it's much more highly performant and scalable Performance is like 17x of what the standard would be. performance is like 17x of what the standard would be Plus, we've been able to now do a lot of analytics workloads on top of it. plus we've been able to now do a lot of analytics workloads on top of it You could do insight to action. you could do insight to action You can understand what your incidents happened, where it happened, what you need to do with it. you can understand what your incidents happened where it happened what you need to do with it Also connecting to Databricks, Snowflake, BigQuery, and really do a much more and a very detailed analysis associated with that. also connecting to databricks snowflake bigquery and really do a much more and a very detailed analysis associated with that We've been able to sell that. we've been able to sell that It went to $100 million in a very short amount of time in the last four quarters ACV. We continue to see that expansion happen because there's a whole thousands of customer ServiceNow who don't have that, and we can easily go and talk to them the value of going to Pro. On top of that, what we build is the idea of Workflow Data Fabric, the connector as well as the integration into 300 different data systems. Then we are layering on top of a semantic layer and a data catalog to do analytics apps which we can now monetize by different domains as well. This portfolio and the platform has grown drastically to be now providing a dual data stack. It went to $100 million in a very short amount of time in the last four quarters ACV. it went to $100 million in a very short amount of time in the last four quarters acv We continue to see that expansion happen because there's a whole thousands of customer ServiceNow who don't have that, and we can easily go and talk to them the value of going to Pro. we continue to see that expansion happen because there's a whole thousands of customer servicenow who don't have that and we can easily go and talk to them the value of going to pro On top of that, what we build is the idea of Workflow Data Fabric, the connector as well as the integration into 300 different data systems. on top of that what we build is the idea of workflow data fabric the connector as well as the integration into 300 different data systems Then we are layering on top of a semantic layer and a data catalog to do analytics apps which we can now monetize by different domains as well. then we are layering on top of a semantic layer and a data catalog to do analytics apps which we can now monetize by different domains as well This portfolio and the platform has grown drastically to be now providing a dual data stack. this portfolio and the platform has grown drastically to be now providing a dual data stack Using that stack, we did a knowledge graph, we have a context engine, all built on the same stack, where customers can now use a lot more capability from ServiceNow than they could typically do. Before, they used to extract and move everything out. Now they can do inside ServiceNow, and they get more out of it because we are touching so many different systems anyway. That's really the RaptorDB, as well as the Workflow Data Fabric and the data analytics stack. We have said openly that's our next big growth engine. It should be getting to $1 billion plus and continue to grow beyond that. It really changes how a platform can be used and to different use cases than we were monetizing before. Using that stack, we did a knowledge graph, we have a context engine, all built on the same stack, where customers can now use a lot more capability from ServiceNow than they could typically do. using that stack we did a knowledge graph we have a context engine all built on the same stack where customers can now use a lot more capability from servicenow than they could typically do Before, they used to extract and move everything out. before they used to extract and move everything out Now they can do inside ServiceNow, and they get more out of it because we are touching so many different systems anyway. now they can do inside servicenow and they get more out of it because we are touching so many different systems anyway That's really the RaptorDB, as well as the Workflow Data Fabric and the data analytics stack. that's really the raptordb as well as the workflow data fabric and the data analytics stack We have said openly that's our next big growth engine. we have said openly that's our next big growth engine It should be getting to $1 billion plus and continue to grow beyond that. it should be getting to $1 billion plus and continue to grow beyond that It really changes how a platform can be used and to different use cases than we were monetizing before. it really changes how a platform can be used and to different use cases than we were monetizing before

Speaker 2: Helpful. You mentioned now different growth opportunities and you mentioned moving to different areas. I think one of the questions we get commonly is maybe around the right to win in categories like CRM. I think it would be helpful maybe even to explain just what is ServiceNow focusing on in these newer areas. Where do you see maybe existing vendors as competition versus you're just offering something that isn't addressed? Can everybody please silence their phones? Let's just all do this at once. Thank you. Helpful. helpful You mentioned now different growth opportunities and you mentioned moving to different areas. you mentioned now different growth opportunities and you mentioned moving to different areas I think one of the questions we get commonly is maybe around the right to win in categories like CRM. i think one of the questions we get commonly is maybe around the right to win in categories like crm I think it would be helpful maybe even to explain just what is ServiceNow focusing on in these newer areas. i think it would be helpful maybe even to explain just what is servicenow focusing on in these newer areas Where do you see maybe existing vendors as competition versus you're just offering something that isn't addressed? where do you see maybe existing vendors as competition versus you're just offering something that isn't addressed Can everybody please silence their phones? can everybody please silence their phones Let's just all do this at once. let's just all do this at once Thank you. thank you

Speaker 1: Yeah, no, I think, see, our right to play has always been about really doing actioning across multiple different domains. Our heritage has been IT, no doubt, but case management. Like how do we resolve an issue somebody has? That we did that for IT, we do that for HR, we do that for finance, we do that for procurement, we do it for security now. Our CISO is the second-largest buying center for us, right? Because any incident happens, somebody needs to help you resolve it, and then you need to coordinate across many people. There's a workflow, there's a resolution plan, there's triaging. Same thing applies to customer service. When we look at CRM, it's a natural extension of what we did inside a company. I can do it for outside the company, for enterprise. Right? Yeah, no, I think, see, our right to play has always been about really doing actioning across multiple different domains. yeah no i think see our right to play has always been about really doing actioning across multiple different domains Our heritage has been IT, no doubt, but case management. our heritage has been it no doubt but case management Like how do we resolve an issue somebody has? like how do we resolve an issue somebody has That we did that for IT, we do that for HR, we do that for finance, we do that for procurement, we do it for security now. that we did that for it we do that for hr we do that for finance we do that for procurement we do it for security now Our CISO is the second-largest buying center for us, right? our ciso is the second-largest buying center for us right Because any incident happens, somebody needs to help you resolve it, and then you need to coordinate across many people. because any incident happens somebody needs to help you resolve it and then you need to coordinate across many people There's a workflow, there's a resolution plan, there's triaging. there's a workflow there's a resolution plan there's triaging Same thing applies to customer service. same thing applies to customer service When we look at CRM, it's a natural extension of what we did inside a company. when we look at crm it's a natural extension of what we did inside a company I can do it for outside the company, for enterprise. i can do it for outside the company for enterprise Right? right What we're trying to do there is somebody has an incident with customer service. They need help. Somebody needs to answer that either on a chat or a phone or whatever other mediums is, and then triage that and help other people resolve it, and get the resolution back to the end user. When we look at CRM, it's really about expansion in areas where we're good at. It's customer service. We're not doing full-blown SFA, marketing automation, things like that. CRM is big enough space. The largest TAM is customer service, and that's an area where we are very good at. Naturally, we are starting to win there. As you see the numbers there, one of the fastest-growing area, a couple of billion USD now and heading forward. The core of it is really the complex orchestration and with an outcome mindset. What we're trying to do there is somebody has an incident with customer service. what we're trying to do there is somebody has an incident with customer service They need help. they need help Somebody needs to answer that either on a chat or a phone or whatever other mediums is, and then triage that and help other people resolve it, and get the resolution back to the end user. somebody needs to answer that either on a chat or a phone or whatever other mediums is and then triage that and help other people resolve it and get the resolution back to the end user When we look at CRM, it's really about expansion in areas where we're good at. when we look at crm it's really about expansion in areas where we're good at It's customer service. it's customer service We're not doing full-blown SFA, marketing automation, things like that. we're not doing full-blown sfa marketing automation things like that CRM is big enough space. crm is big enough space The largest TAM is customer service, and that's an area where we are very good at. the largest tam is customer service and that's an area where we are very good at Naturally, we are starting to win there. naturally we are starting to win there As you see the numbers there, one of the fastest-growing area, a couple of billion USD now and heading forward. as you see the numbers there one of the fastest-growing area a couple of billion usd now and heading forward The core of it is really the complex orchestration and with an outcome mindset. the core of it is really the complex orchestration and with an outcome mindset Not just giving you information, but taking action. If you look at customer service, you're taking an action by resolving something. You look at what we're doing with CPQ, same thing. You're configuring something, you're taking pricing associated with that, then getting a quote. It means you're connecting various different systems together and now making some decisions for them, helping you orchestrate that, getting an outcome, which is a quote. Not just like, say, "Tell me what is my forecast," because that's just information gathering. How do you do these various steps, which we've been very good at for years and years? That's really been the heritage of ServiceNow for 20+ years. This idea is wherever it's applicable for us, we go. We started with, of course, IT, but very naturally, we moved into other areas. Because it's the same platform. Not just giving you information, but taking action. not just giving you information but taking action If you look at customer service, you're taking an action by resolving something. if you look at customer service you're taking an action by resolving something You look at what we're doing with CPQ, same thing. you look at what we're doing with cpq same thing You're configuring something, you're taking pricing associated with that, then getting a quote. you're configuring something you're taking pricing associated with that then getting a quote It means you're connecting various different systems together and now making some decisions for them, helping you orchestrate that, getting an outcome, which is a quote. it means you're connecting various different systems together and now making some decisions for them helping you orchestrate that getting an outcome which is a quote Not just like, say, "Tell me what is my forecast," because that's just information gathering. not just like say "tell me what is my forecast," because that's just information gathering How do you do these various steps, which we've been very good at for years and years? how do you do these various steps which we've been very good at for years and years That's really been the heritage of ServiceNow for 20+ years. that's really been the heritage of servicenow for 20+ years This idea is wherever it's applicable for us, we go. this idea is wherever it's applicable for us we go We started with, of course, IT, but very naturally, we moved into other areas. we started with of course it but very naturally we moved into other areas Because it's the same platform. because it's the same platform We don't have to rebuild everything. It's the same technology underneath the covers. The customers love it because when they add new domains to us, new workflows on it's on the same platform, so you're not re-platforming every time you want to add this particular use case. Versus what you find with most of the other vendors is that every domain is a different platform, different stack. Marketing is a different stack, sales is a different stack, service is a different stack, IT is a different stack, which is painful. That's why customers and IT love us, because we are able to do this thing on the same way. It's very modern and able to do this thing very quickly. That's our right to play, and that's why we win. We don't have to rebuild everything. we don't have to rebuild everything It's the same technology underneath the covers. it's the same technology underneath the covers The customers love it because when they add new domains to us, new workflows on it's on the same platform, so you're not re-platforming every time you want to add this particular use case. the customers love it because when they add new domains to us new workflows on it's on the same platform so you're not re-platforming every time you want to add this particular use case Versus what you find with most of the other vendors is that every domain is a different platform, different stack. versus what you find with most of the other vendors is that every domain is a different platform different stack Marketing is a different stack, sales is a different stack, service is a different stack, IT is a different stack, which is painful. marketing is a different stack sales is a different stack service is a different stack it is a different stack which is painful That's why customers and IT love us, because we are able to do this thing on the same way. that's why customers and it love us because we are able to do this thing on the same way It's very modern and able to do this thing very quickly. it's very modern and able to do this thing very quickly That's our right to play, and that's why we win. that's our right to play and that's why we win Yeah, there will be natural worry that there are a lot of other vendors in every space, but we've been multi-vendor competition for every space we've been in. It's just that we have to make sure we out-innovate, we build the best product, make our customers happy, and we've been doing that, and we feel that we will continue doing that because we have that ability to do it. Yeah, there will be natural worry that there are a lot of other vendors in every space, but we've been multi-vendor competition for every space we've been in. yeah there will be natural worry that there are a lot of other vendors in every space but we've been multi-vendor competition for every space we've been in It's just that we have to make sure we out-innovate, we build the best product, make our customers happy, and we've been doing that, and we feel that we will continue doing that because we have that ability to do it. it's just that we have to make sure we out-innovate we build the best product make our customers happy and we've been doing that and we feel that we will continue doing that because we have that ability to do it

Speaker 2: Well, I think the growth speaks for itself, right? It's been very durable because you guys have been making customers happy and adding a lot of value. As I think forward to the 2030 I cannot believe it's going to be 2030 in a few years. As I think about the 2030 targets and the growth to get there, can you maybe just help us think about what you think is going to be the biggest engine to drive to those 2030 targets? I have a couple of follow-ups. Well, I think the growth speaks for itself, right? well i think the growth speaks for itself right It's been very durable because you guys have been making customers happy and adding a lot of value. it's been very durable because you guys have been making customers happy and adding a lot of value As I think forward to the 2030 I cannot believe it's going to be 2030 in a few years. as i think forward to the 2030 i cannot believe it's going to be 2030 in a few years As I think about the 2030 targets and the growth to get there, can you maybe just help us think about what you think is going to be the biggest engine to drive to those 2030 targets? as i think about the 2030 targets and the growth to get there can you maybe just help us think about what you think is going to be the biggest engine to drive to those 2030 targets I have a couple of follow-ups. i have a couple of follow-ups

Speaker 1: 2030, you saw the numbers we are talking about. Base case is $30 billion, right? A very good growth rate as well as continued improvement in the margins, free cash flow, while absorbing some of the acquisition, plus also a lot of the innovation we are doing, right? The growth drivers are straightforward, right? One, our AI stack and the agentic is going to be what we are seeing with our already increased guidance on top of what we are doing with Now Assist this year, and that continues to grow. A lot of the use cases we are doing in that area will drive a lot of that growth associated. Second growth driver is security space. 2030, you saw the numbers we are talking about. 2030 you saw the numbers we are talking about Base case is $30 billion, right? base case is $30 billion right A very good growth rate as well as continued improvement in the margins, free cash flow, while absorbing some of the acquisition, plus also a lot of the innovation we are doing, right? a very good growth rate as well as continued improvement in the margins free cash flow while absorbing some of the acquisition plus also a lot of the innovation we are doing right The growth drivers are straightforward, right? the growth drivers are straightforward right One, our AI stack and the agentic is going to be what we are seeing with our already increased guidance on top of what we are doing with Now Assist this year, and that continues to grow. one our ai stack and the agentic is going to be what we are seeing with our already increased guidance on top of what we are doing with now assist this year and that continues to grow A lot of the use cases we are doing in that area will drive a lot of that growth associated. a lot of the use cases we are doing in that area will drive a lot of that growth associated Second growth driver is security space. second growth driver is security space I think security and risk is becoming a very key element of our portfolio, and the assets we have, the differentiation we've brought in, and the innovation we're bringing in there is a great adoption happening already. Plus also solving a lot of the critical problems to remove the barriers for AI. The third driver is Workflow Data Fabric and the data analytics stack. As I say, it's one of the big growth engine for us, and we're already starting to show that acceleration. The more investment we make in there to continue bringing a lot of the data and the ability to do analytics on it drives a lot more value of a platform. The fourth one is CRM, right? I think security and risk is becoming a very key element of our portfolio, and the assets we have, the differentiation we've brought in, and the innovation we're bringing in there is a great adoption happening already. i think security and risk is becoming a very key element of our portfolio and the assets we have the differentiation we've brought in and the innovation we're bringing in there is a great adoption happening already Plus also solving a lot of the critical problems to remove the barriers for AI. plus also solving a lot of the critical problems to remove the barriers for ai The third driver is Workflow Data Fabric and the data analytics stack. the third driver is workflow data fabric and the data analytics stack As I say, it's one of the big growth engine for us, and we're already starting to show that acceleration. as i say it's one of the big growth engine for us and we're already starting to show that acceleration The more investment we make in there to continue bringing a lot of the data and the ability to do analytics on it drives a lot more value of a platform. the more investment we make in there to continue bringing a lot of the data and the ability to do analytics on it drives a lot more value of a platform The fourth one is CRM, right? the fourth one is crm right Customer service, the CPQ, and CPQ is leading a lot of the conversation with the customers to really improve how they deal with their end customers as well. Those are the growth drivers. A platform broadly touching everything around IT, HR, the EmployeeWorks, which we released recently between the combination of Moveworks and what we do for HRSD. Just bringing that thing into the platform end to end, and then have the AI associated with it, every product, and then you layer the data, the security, and CRM. You have a portfolio which is very robust, very fast growth, and differentiated in the market. That's what will get us to beyond the base cases we expect in the future. Customer service, the CPQ, and CPQ is leading a lot of the conversation with the customers to really improve how they deal with their end customers as well. customer service the cpq and cpq is leading a lot of the conversation with the customers to really improve how they deal with their end customers as well Those are the growth drivers. those are the growth drivers A platform broadly touching everything around IT, HR, the EmployeeWorks, which we released recently between the combination of Moveworks and what we do for HRSD. a platform broadly touching everything around it hr the employeeworks which we released recently between the combination of moveworks and what we do for hrsd Just bringing that thing into the platform end to end, and then have the AI associated with it, every product, and then you layer the data, the security, and CRM. just bringing that thing into the platform end to end and then have the ai associated with it every product and then you layer the data the security and crm You have a portfolio which is very robust, very fast growth, and differentiated in the market. you have a portfolio which is very robust very fast growth and differentiated in the market That's what will get us to beyond the base cases we expect in the future. that's what will get us to beyond the base cases we expect in the future

Speaker 2: Helpful. I want to end on a curveball that I didn't prepare you for, which is, I love asking technologists what they have found to be either I'll let you define it how you want as a Rorschach Test, whatever cool means, but what has been your coolest experience using AI tools, whether that's as an employee at ServiceNow or whether that's in your personal life? What have you found to be the most interesting thing in terms of your AI utilization? Helpful. helpful I want to end on a curveball that I didn't prepare you for, which is, I love asking technologists what they have found to be either I'll let you define it how you want as a Rorschach Test, whatever cool means, but what has been your coolest experience using AI tools, whether that's as an employee at ServiceNow or whether that's in your personal life? i want to end on a curveball that i didn't prepare you for which is i love asking technologists what they have found to be either i'll let you define it how you want as a rorschach test whatever cool means but what has been your coolest experience using ai tools whether that's as an employee at servicenow or whether that's in your personal life What have you found to be the most interesting thing in terms of your AI utilization? what have you found to be the most interesting thing in terms of your ai utilization

Speaker 1: I think to me, AI should be really like, you shouldn't care it's AI. Why do you care it's AI or what it is, right? If it can help me solve my day-to-day job and make me more productive or make me better, that's how I look at AI. I'm not really go looking for AI tools anymore. I'm seeing how is my product improved by its using AI. I think the AI specialist I'm really excited about what we're doing inside ServiceNow with the AI specialist. It does what you need to do in a short amount of time with better outcome and solves the customer problem. Eventually, what you use underneath the covers, as an end user, don't care. As a technologist, I love it, because I'm using a lot of this technology to learn how we can do better with our products. I think to me, AI should be really like, you shouldn't care it's AI. i think to me ai should be really like you shouldn't care it's ai Why do you care it's AI or what it is, right? why do you care it's ai or what it is right If it can help me solve my day-to-day job and make me more productive or make me better, that's how I look at AI. if it can help me solve my day-to-day job and make me more productive or make me better that's how i look at ai I'm not really go looking for AI tools anymore. i'm not really go looking for ai tools anymore I'm seeing how is my product improved by its using AI. i'm seeing how is my product improved by its using ai I think the AI specialist I'm really excited about what we're doing inside ServiceNow with the AI specialist. i think the ai specialist i'm really excited about what we're doing inside servicenow with the ai specialist It does what you need to do in a short amount of time with better outcome and solves the customer problem. it does what you need to do in a short amount of time with better outcome and solves the customer problem Eventually, what you use underneath the covers, as an end user, don't care. eventually what you use underneath the covers as an end user don't care As a technologist, I love it, because I'm using a lot of this technology to learn how we can do better with our products. as a technologist i love it because i'm using a lot of this technology to learn how we can do better with our products End user, when I look at customers, I shouldn't worry about it at all. End user, when I look at customers, I shouldn't worry about it at all. end user when i look at customers i shouldn't worry about it at all

Speaker 2: Super helpful, Amit. Thanks for joining us. Great to have you, and wish you the best of luck. Super helpful, Amit. super helpful amit Thanks for joining us. thanks for joining us Great to have you, and wish you the best of luck. great to have you and wish you the best of luck

Speaker 1: Thanks for having me. Thank you, everyone. Thanks for having me. thanks for having me Thank you, everyone. thank you everyone