ServiceNow has reorganised its pricing around three levels of AI capability, embedding artificial intelligence across its entire product strategy. Customers can now choose between Assistive AI, Task Automation and Full Role Automation based on their AI maturity. The company introduced Build Agent SDK, allowing developers to create ServiceNow applications from any coding environment, including GitHub Copilot and Cursor. Senior vice president John Aisien called it "a real game changer" for expanding the developer base. ServiceNow also launched Context Engine, infrastructure for enterprise AI that learns from user behaviour, and the Enterprise Service Management Suite for mid-sized companies. The suite includes an AI-powered implementation agent that compresses traditional six-month deployments to approximately 30 days. "AI is now infused in every package that we offer," Aisien said.

Qlik has partnered with ServiceNow to integrate trusted enterprise data into AI-powered workflows and decision-making processes. The collaboration combines ServiceNow's Workflow Data Fabric with Qlik's analytics engine to deliver richer context from ERP, CRM, supply chain and other enterprise systems. The partnership introduces Qlik metadata collectors for ServiceNow Data Catalog, improving data discovery, lineage visibility and governance. Qlik's analytics engine will send insights directly into ServiceNow workflows and AI agents, enabling better decision-making through cross-system relationships and operational context. The announcement was made at Qlik Connect 2026 in Florida. Qlik, used by 75% of Fortune 500 companies, aims to help enterprises scale AI responsibly whilst maintaining data governance and control across operations.

Salesforce and ServiceNow are clashing over the future of IT service management, with Salesforce CEO Mark Benioff claiming his six-month-old Agentforce IT Service has won five customers from ServiceNow. ServiceNow CEO Bill McDermott disputed the claim, saying four remain customers and one represented just $42,000 in revenue against ServiceNow's $13.2 billion annual total. ServiceNow controls 40 per cent of the ITSM market with 8,600 customers, whilst Salesforce's product has 200 signups. However, analysts suggest this isn't a direct competition. ServiceNow emphasises control and orchestration with 22 years of workflow expertise, whilst Salesforce targets engagement through tools like Slack, meeting users where they work. Salesforce sees opportunity in the broader $50 billion market, particularly amongst midmarket and SMB customers where it already has relationships through CRM and cloud platforms.