Points of View

ServiceNow’s AI spending spree: Providers must rethink their approach for 2020 and beyond

Feb 11, 2020 Ollie O’Donoghue


The plaque on Bill McDermott’s new ServiceNow office is barely up, but his team hasn’t wasted any time opening the war-chest and going on a spending spree. ServiceNow has announced two acquisitions in as many days—the AIOps firm Loom Systems and conversational artificial intelligence-startup Passage AI. While McDermott’s predecessor would have kicked off many of this year’s deals, all signs point to 2020 being the year of artificial intelligence (AI) for the workflow management giant. For the service provider community that HFS tracks, this is both good news and bad news they’ll need to make sure their ServiceNow services practice roadmap readily aligns with the mothership. 


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