ISG Software Research Analyst Perspectives

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for Topic: Platforms

ServiceNow Reframes AI as Governed Autonomous Work

Posted by Jeff Orr on 04 June 2026

ServiceNow used the Knowledge 26 conference to make a clear market claim: Enterprise AI will not scale through disconnected assistants, isolated copilots or unmanaged agent experiments. It will scale through governed autonomous work tied to workflow execution, operational data, identity controls and measurable business outcomes. That is the right conversation for enterprise IT leaders. The risk... Read More

Topics: ITSM, Cybersecurity, Intelligent Automation, AIOps, IT & Technologies, ADM & DevOps, Platforms, Non-Human Identity, IT Management & Operations, ServiceNow, ESM, Cybersecurity Automation, AI Governance, Autonomous Workforce, ITAM, Identity Governance, Workflow Automation

Three Questions to Evaluate AI-Powered IT Software

Posted by Jeff Orr on 02 April 2026

Enterprise IT leaders are committing seven-figure budgets to "AI-powered" platforms across ITSM, security and cloud management categories. These contracts promise autonomous remediation, intelligent triage and predictive insights. The problem: most CIOs and CISOs can't articulate what the embedded AI actually does or whether it delivers measurable ROI beyond the software provider's deck. The... Read More

Topics: procurement, Generative AI, IT & Technologies, Platforms, Bias, AI & Machine Learning, Due Diligence, Autonomous Decision, Training Data, Time-to-Value

Autonomy Is Key for Effective Sovereign AI and Data Strategies

Posted by Matt Aslett on 26 February 2026

The term “sovereign AI and data” became increasingly prevalent in recent years, initially driven by cloud infrastructure providers responding to the need to support regional regulations with sovereign cloud offerings. However, the use of sovereign cloud infrastructure is not required to deliver compliance with data sovereignty regulations. In fact, our research indicates that having the autonomy... Read More

Topics: Governance, Operations, Analytics, Data Platforms, Generative AI, IT & Technologies, AI & Technologies, Cloud Infrastructure, Platforms, AI & Machine Learning

Intelligent Automation: ServiceNow’s AI Agent Workflows at Knowledge ’25

Posted by Jeff Orr on 19 August 2025

As we stand precariously at the intersection of technology and business strategy, ServiceNow’s Knowledge ’25 conference unveiled “the art of the possible” for what service automation can mean in our efficiency-seeking world. ServiceNow has long been a champion of transforming the mundane into the extraordinary, and in the era of AI, it aims to harness the potential of intelligent automation. The... Read More

Topics: Operations, Generative AI, Intelligent Automation, IT & Technologies, AgenticAI, IT Management, ADM & DevOps, Platforms, Workflow, Control Tower