ServiceNow Develops AI Tools Through Internal Pilots
ServiceNow uses internal AI pilots to build customer-facing tools, launching more than 240 AI use cases between 2023 and December 2025 and reaching nearly 3,000 customers by that date. CDIO Kellie Romack and internal digital teams developed products including Workflow Data Fabric (customer release October 2024), AI Control Tower (May 2025), and Autonomous Workforce (debut February 2026). The internal-first approach sped fixes, governance, and employee feedback before external rollouts.
Scoring Rationale
Strong official case-study reporting and customer metrics drive relevance, but limited technical depth constrains broader novelty.
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