Fireside Chat, Interview, Conference Presentation
AI for Work, and Security for AI | ServiceNow | RAISE Summit 2026
- The enterprise AI sector is shifting from proofreading tools to autonomous systems capable of writing code, supporting customers, and detecting issues, marking a turning point in business requirements.
- Companies face adoption barriers and potential destructive outcomes, including data loss, access loss, and external leaks, if they fail to establish proper security infrastructure and comprehend the speed of AI-driven change.
- The number of AI agents is projected to exceed the total count of laptops and physical assets next year, proliferating at a rate 100 times that of human identities, with a likely further multiplication by the same factor.
- Organizations that lose the ability to track these non-human identities risk becoming blind to activities and losing peace of mind, necessitating platforms that identify risks, vulnerabilities, and secure all agent activities.
- ServiceNow plans to integrate AI systems into its CMDB for centralized lifecycle control, including versioning, access control, usage tracking, and remediation, aiming to reduce security incident risk by more than 99% through proactive controls.
- Regulatory frameworks must remain adaptable to the pace of AI evolution, with regulators requiring enterprises to demonstrate clear understanding of the AI attack surface, including system locations, connections, identities, and workflows.
- ServiceNow is focused on delivering against specific compliance rules, including NIST 2, responding to over 10 daily customer calls regarding the need to align with rules and secure against AI-driven attacks across manufacturing, healthcare, retail, and financial services.
- The volume of AI agent usage is expected to rise significantly in HR, engineering, legal, and customer service, with specific CPQ use cases projected to reduce quote generation time from days to under a few hours.
- ServiceNow achieved $500 million in savings last year through AI service implementations that automated business processes, while reporting huge adoption of its AI Control Tower product among CISOs and CIOs seeking visibility across origins like OpenAI, Cloud, SAP, and Salesforce.
- Boards of directors are expected to increasingly question CIOs and CISOs on AI security and control, making it the primary topic of inquiry, while companies adopting AI without a thoughtful, non-piecemeal approach face a high volume of failures.
- Cyber attacks executed by AI agents are expected to accelerate, allowing simple hackers to achieve scale previously reserved for nation-states, leading to a worst-case scenario where businesses run out of data, lose customers, and fail entirely.
- European Union regulations are expected to foster good habits if implemented in partnership with industry rather than through rigid guardrails, provided frameworks can be modified as technologies evolve.