From Pilot to Platform: A Maturity Model for Scaling AI Agents Across the Enterprise
Most orgs are stuck with pilots that never become a program. A five-stage maturity model for scaling agents, and the trap of scaling before governance.
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7 articlesFrom Workflow to "System of Action": The Quiet Repositioning That Tells You Where Enterprise Software Is Going
A big-picture read on the shift from workflow to system of action to autonomous workforce, three predictions, and the one thing that could derail it.
Platform of Platforms: Why ServiceNow Is Betting Agents Will Run *Other* Vendors' Systems Too
ServiceNow wants to be the control layer for agents across every vendor's systems. Assessing the ambition, and the concentration risk for buyers.
The Autonomy Tax: Decoding ServiceNow's New Tiered AI Pricing
ServiceNow restructured pricing around levels of autonomy. Decoding the assistance, agentic, and autonomous tiers, and which rung your work actually needs.
The New Org Chart: What "AI Specialists" for IT, CRM, HR and Security Actually Mean for Headcount
ServiceNow now ships AI specialists as workforce. What that means for headcount, the career ladder, and managing a mixed human and agent team.
Why ServiceNow Built Its Own LLM Instead of Just Renting OpenAI's
Why ServiceNow built NowLLM instead of just calling a frontier model, and the build-versus-rent lesson any technical leader can steal.
The Sidecar Era Is Over, and Most of Us Aren't Ready for What Comes Next
ServiceNow says the bolt-on AI panel is dead. Here is what AI-native actually changes for your daily work, and what it quietly changes about your bill.