ISG Software Research Analyst Perspectives

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for Topic: Servicenow

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

Five9 Bets on Integrations and Partners as the Path From CCaaS to CX

Posted by Keith Dawson on 11 March 2026

It’s clear that the buyer requirements for Contact-Center-as-a-Service (CCaaS) products have moved well beyond traditional notions of “cloud” or “omnichannel” and now focus on how well software providers can make artificial intelligence (AI) workflows real. The differentiation among CCaaS platforms is not so much about how well interactions are handled, but how the platforms embed within complex... Read More

Topics: Operations, Five9, automation, Contact Center, agent management, Customer Experience Management, CCaaS, Generative AI, Customers and CX - Business & Technologies, Workflow, ServiceNow, Salesforce