ServiceNow (NOW) Goldman Sachs Communacopia + Technology Conference 2026 summary

Enterprise AI and workflow transformation

• Enterprises face complexity and integration challenges, with 100 billion workflows and eight trillion transactions managed on a unified platform.

• Security, governance, and visibility are now central, with integrated solutions spanning identity, asset, and risk management.

• The platform enables automation across departments, reducing technical debt and risk while supporting large-scale, secure operations.

• Integration with hyperscalers and lab models allows customers to leverage advanced AI without high compute costs.

• The AI Control Tower provides a unified, autonomous experience, integrating data and workflows across IT, IoT, and OT assets.

Security and platform integration

• Security operations, identity, and asset management are unified, managing billions of devices and aiming for industry leadership.

• The platform complements existing security tools, enhancing their effectiveness rather than competing directly.

• Acquisitions like Armis and Veza expand capabilities in operating technology and identity, supporting public sector and critical infrastructure.

• The configuration management database and context engine provide deep visibility and auditability.

• Integration is prioritized in all acquisitions, ensuring rapid, seamless adoption of new technologies.

ITSM, automation, and customer impact

• ITSM is a core, fast-growing business, enabling automation from employee onboarding to customer fulfillment.

• AI-driven automation has replaced significant human labor, with 90% of cases resolved by agents and major productivity gains.

• Beta programs are extending AI help desks to 500,000 mid-market customers, integrating simple tasks with enterprise-scale systems.

• Case studies show dramatic ROI, such as reducing customer case resolution from minutes to seconds and consolidating legacy systems.

• Airlines and other large enterprises are eliminating call centers, shifting to AI voice solutions for millions of interactions.