What changed in this filing

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Item 1. Business

2026-01-29 compared with 2025-01-30 · 316 added, 288 removed, 46 unchanged (93% of the section changed)

ServiceNow was founded on a simple premise:

to make work flow better.

Our intelligent platform—the Now Platform—is a cloud-based solution that helps enterprises and organizations across public and private sectors digitize workflows, in line with our purpose of making the world work better for everyone.

Organizations are increasingly turning to digital investments to streamline business-critical processes, drive deeper collaboration, increase employee productivity and power better customer experiences.

The Now Platform helps business leaders realize value from these investments by incorporating advanced technology into the flow of work, end-to-end across the enterprise, for every department and persona.

The workflow applications built on the Now Platform are organized in four primary areas:

Technology, Customer and Industry, Employee and Creator.

Our Technology Workflows empower Information Technology (“IT”) departments to plan, build, operate and service the IT needs of the business enterprise.

Our Customer and Industry Workflows help organizations reimagine their customer experience by empowering their customers with personalized self-service and providing organizations with greater ability to anticipate their customer needs by providing real-time insights.

Our Employee Workflows help customers simplify how their employees access services they need, creating a consumer-like experience.

Our Creator Workflows enable customers to automate processes by quickly creating their own custom workflows on the Now Platform.

Artificial Intelligence (“AI”), particularly Generative AI (“GenAI”) and agentic AI, is driving a new wave of technology transformation.

We are an early leader in applying AI to enterprise workflows and are working to remain at the forefront of AI as we continue to execute our product roadmap.

As an AI platform for business transformation, the Now Platform has embedded Now Assist, our AI solution available for certain products at an additional cost, to help enhance user productivity and efficiency, thereby accelerating our customers’ return on investment in the Now Platform.

For example, with Now Assist, customer service agents can solve customers’ problems quickly with AI-produced case summaries and next step suggestions;

employees can obtain faster and more accurate answers using AI-powered self-service, increasing their productivity and engagement;

customers can receive enhanced self-service options and improved experiences from live support agents;

and developers can generate code and create apps, saving time to focus on more complex matters.

We believe that with Now Assist, even customers with limited technical background can leverage AI to meaningfully contribute to their businesses’ digital transformation.

Our customers have given us feedback that these enhanced products significantly improve the efficiency and fidelity of their workflows.

Agentic AI, the next evolution of GenAI, involves AI agents that act and interact in smart and autonomous ways with humans providing oversight and guardrails.

With agentic AI, humans can be supported by multiple AI agents trained to perform specific tasks, rather than, for example, a single AI assistant or chatbot relying on a human’s specific prompts or queries.

Agentic AI is available to our customers as a Now Assist feature, where they can easily create agentic skills tailored to their unique needs.

AI agents can use these skills to work together with humans to help augment and accelerate workflow outcomes by performing and completing actions on the human’s behalf.

The Now Platform, utilized by over 85% of the Fortune 500 and nearly 60% of the Global 2000, is a platform of consequence that puts AI to work for people, delivering tangible results while upholding a trustworthy, human‑centered approach to deploying products and services at scale.

Many of our customers recognize the advantages of the Now Platform and have developed multi-year digital transformation plans that expand over time the use of ServiceNow products and services for their business.

As we gain our customers’ trust by delivering products that provide great experiences and value across our customers’ entire enterprise, we feel immensely proud that “The World Works with ServiceNow.”

ServiceNow’s product portfolio—which spans our Technology, Customer and Industry, Employee, Creator and other Workflows—is delivered on the Now Platform.

Each year, two major platform upgrades are released, delivering new standard functionality and standalone products to further simplify the way our customers work and enhance productivity.

Since launching AI-powered versions of our products, we have continued to expand the Now Assist product portfolio and plan to continue to embed AI capabilities in our portfolio in the future.

The Now Platform

The Now Platform is the AI platform for digital transformation.

We help customers leverage emerging AI-based technologies to improve enterprise workflows.

We believe AI-enabled workflows allow our customers to enhance their digital transformation and business impact.

Transformations enabled by the Now Platform rapidly automate business processes across an entire enterprise by seamlessly connecting disparate departments, systems and silos to unlock productivity and improve experiences for both employees and customers.

As the foundation for how we deliver our cross-enterprise digital workflows, the Now Platform orchestrates work across our customers’ cloud platforms and systems of choice, allowing them to get work done regardless of their current and future systems of record and collaboration platforms, across any data and system.

Our one platform, one architecture and one data model approach can provide a “single pane of glass” that connects people, processes, data and devices.

It offers a one-stop shop for automation and simplification of manual processes and is highly flexible, scalable and extensible.

Enterprises can leverage our platform’s consumer-like user interface to help them deliver seamless experiences.

For example, the Now Platform empowers users to independently resolve issues and seek answers through intelligent self-service portals.

To illustrate, a customer may need to reset a password or update a shipping address, or an employee may want to know how many vacation days she has remaining.

Because the Now Platform contains access to all of this information and the context of the user’s request in a single environment, users can easily access the information or services they need and find their own customized answers without outside help or even knowing which system or department has the answer they need.

We believe better service, end-user experience and organizational agility are the ultimate desired outcomes of digital transformation.

The Now Platform is uniquely positioned to bring the full potential of GenAI and agentic AI to the enterprise.

With our recent software releases, we have combined the power of the Now Platform with new GenAI and agentic AI features, offered through Now Assist, to provide intelligent workflows throughout our customers’ businesses.

Customers have the flexibility to tailor their AI transformation to their unique needs and expand the value of their workflows by using ServiceNow’s large language models (“LLMs”), which include models that can process different types of data, such as text, images, audio and video, and they can incorporate third-party LLMs and their own LLMs.

We regularly test these models on platform-representative data to give customers confidence that the models deliver optimal performance for their intended use cases on the Now Platform.

We also provide AI governance tools, including built-in monitoring and guardrails, dataset creation management and benchmarking capabilities, and visibility into adoption, usage and performance analytics.

These tools are designed to allow customers to securely and responsibly build, test and deploy new use cases and applications leveraging these models.

With a single data model and integrated data layer, the Now Platform enables customers to operationalize their AI strategy and transform their business with speed, scale and security.

This flexibility helps create more intuitive, efficient and seamless workflows aligned to our customers’ needs.

In addition to AI, business process automation on the Now Platform can be further enhanced by other functionality, including machine learning, robotic process automation, process mining, analytics and low-code/no-code development tools.

Technology Workflows

Technology Workflows enable IT departments to serve their customers, manage their IT infrastructure, identify and remediate security vulnerabilities and threats, gain visibility across their IT resources and asset lifecycles, optimize IT costs and reduce time spent on administrative tasks.

Our Technology products help companies unite IT, technology, risk management and security operations on a single platform to deliver modern and resilient digital services aligned to our customers’ priorities.

These products also drive enterprise-wide outcomes, as well as power our Customer and Industry and Employee Workflows.

ServiceNow delivers solutions that help public and private organizations govern, secure and manage artificial intelligence and digitalize and streamline workflows to drive collaboration, productivity and better experiences across the enterprise.

We offer an innovative suite of products, including AI-powered applications, and services designed to automate workflows, integrate systems and empower employees, regardless of existing systems, cloud environments or collaboration tools.

At the core of these solutions is the ServiceNow AI Platform, a robust, cloud-based platform that facilitates comprehensive delivery of seamless workflows and drives digital transformation across all departments and personas within an organization.

With the emergence of artificial intelligence, organizations are under pressure from their stakeholders to accelerate growth and achieve unprecedented productivity improvements.

To meet these demands, they are prioritizing the digitalization and modernization of their workflows through AI-powered automation.

At the same time, they are seeking secure and reliable tools to manage the heightened risks associated with AI innovation and ensure measurable returns on investment.

ServiceNow addresses these evolving organizational needs by providing solutions that help organizations govern, secure, and manage artificial intelligence, while optimizing their workflows.

We operate in a dynamic and rapidly evolving technology landscape characterized by the accelerating adoption of artificial intelligence and machine learning capabilities across enterprise software.

While this period of technological transformation presents both opportunities and uncertainties reminiscent of prior inflection points—such as the shift from on-premises to cloud computing in the early 2010s and the advent of mobile computing before that—we believe our established market position, deep customer relationships, and platform capabilities position us favorably to capitalize on these emerging needs.

We have invested in understanding evolving customer requirements through ongoing dialogue with our customer base, which spans diverse industries and use cases, and we have developed our platform to address the practical challenges enterprises encounter when

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implementing AI-enabled automation within mission-critical business processes while maintaining security, governance and operational continuity.

A critical insight emerging from this technological shift is that AI excels at analyzing data and generating information, but transforming that information into business outcomes requires infrastructure that can orchestrate action across systems, enforce governance policies, and manage complex workflows.

AI models can identify patterns, make recommendations, and surface insights, but they cannot independently execute transactions, route approvals, update systems of record, or support compliance with business rules and regulatory requirements.

Our platform addresses this fundamental gap by providing the underlying infrastructure that connects AI-generated insights to the operational systems and processes where work actually gets done.

This capability—to direct, control, and manage what happens after information is generated—represents a substantial portion of the value enterprises seek when adopting AI technologies.

Several factors contribute to our competitive positioning in this environment.

Our two decades partnering with enterprise customers provide us with a deep understanding of how work actually flows across organizations—across departments, systems and organizational silos.

We have developed expertise in the operational processes specific to different industries, functional areas and user roles, knowledge that cannot be readily replicated and that proves essential when designing solutions that must integrate with existing workflows rather than replace them.

This institutional knowledge enables us to build cross-functional workflows that reflect the practical realities of how enterprises operate, rather than idealized process models.

Building on this foundation, our platform’s architecture, developed over years of iteration with customer feedback, allows organizations to deploy AI-enhanced workflows without replacing their existing technology infrastructure or disrupting established processes.

We bridge the gap between AI's analytical capabilities and the execution layer where business processes operate, providing the connective tissue that turns insights into outcomes.

Equally important, our experience operating a software-as-a-service platform at scale gives us operational expertise in maintaining reliability, security, and performance standards that enterprise customers require, particularly as they entrust increasingly critical functions to AI-enabled systems.

While competitors are actively developing AI capabilities and several entrants have emerged with point solutions focused on data analysis and information generation, we believe many face challenges in delivering the comprehensive integration, workflow orchestration, governance frameworks, and enterprise-grade reliability that our customers require to operationalize AI insights.

The AI era has not eliminated—and has arguably intensified—the fundamental need for platforms that can unify disparate systems, maintain data integrity, ensure regulatory compliance, enforce business logic, and provide consistent execution across complex organizational processes.

We recognize that technological transitions create both opportunity and risk.

Competitive dynamics may shift as new approaches emerge and customer preferences evolve.

However, we believe our established customer relationships, platform investments, and operational experience in workflow orchestration and systems integration provide meaningful advantages as enterprises navigate this transformation.

Our strategy focuses on continuing to understand and meet customer needs as they adopt AI technologies, applying our ability to deliver integrated solutions that address the practical complexities of converting AI-generated insights into controlled, governed business outcomes.

The ServiceNow AI Platform (our “Platform”) connects people, processes and data to break down silos and simplify complex business processes, increasing flexibility, scalability and extensibility.

Our one platform architecture provides the foundation for organizations to seamlessly integrate AI, data, and workflows and create intelligent processes across their enterprise.

Our Platform’s integrated AI offering, Now Assist, empowers organizations to boost productivity by providing a range of AI tools.

These tools operate autonomously with human oversight and adhere to predefined guardrails.

Organizations can select the tools that best align with their unique AI transformation needs.

To illustrate, organizations can choose to leverage ServiceNow’s language models or integrate third-party or proprietary models.

Depending on the selected model, they can process different types of data, such as text, images, audio and video.

They can also trust that the selected models are tested to confirm they will perform as intended on our Platform, as all integrated models are regularly evaluated on Platform-representative data.

Additionally, organizations can choose to rapidly deploy thousands of out-of-the-box ServiceNow AI agents, integrate AI agents built into third-party applications, or create custom AI agents on our Platform using natural language.

These options allow for flexible AI agent workflow orchestration in a wide range of use cases, making AI agents accessible to users with varying technical expertise.

AI agents developed using our solutions follow a human-in-the-loop governance model.

This allows developers to retain control of application changes while benefiting from AI assistance.

We also offer governance tools designed to help manage these AI agents and other AI-powered products.

Our AI governance tools include integrated monitoring and guardrails, as well as dataset creation management, benchmarking and performance analytics capabilities.

They offer organizations greater visibility into their AI adoption, usage and performance.

These tools provide organizations confidence that they are building, testing and deploying AI use cases and applications responsibly as they operationalize their AI strategy.

Our Platform’s single data fabric and integrated data layer, enabled by our Workflow Data Fabric and RaptorDB products, supports organizations’ operationalization of their AI strategy with speed, scale and security.

Our data fabric’s architecture also provides our Platform flexibility to create intuitive, efficient and seamless workflows aligned with business needs.

For example, our Platform’s data fabric can connect to external data sources in real-time without moving or copying data from its source and map those connections to its single data model, which creates a seamless user experience.

AI-enabled tools for the data layer can also help deliver precise, context-aware insights by linking people, processes and systems.

By connecting a wide variety of data and systems, our Platform enables a single process flow across people and functions.

These capabilities allow the front, middle and back offices to coordinate and address end user requests quickly and effectively.

Through its orchestration capabilities, our Platform manages complex, cross-functional workflows end-to-end.

For example, an organization’s entire employee onboarding workflow, which spans across both internal and external functions, can be managed by our Platform.

AI agents can autonomously trigger information technology (“IT”) provisioning, payroll setup, compliance checks and facilities access – coordinating tasks, monitoring progress and resolving exceptions without human intervention, if desired.

Because our AI agents can access required information and understand the context of requests in a single environment, employees can complete their onboarding without contacting multiple departments.

Additionally, with our acquisition of Moveworks, Inc.

we have strengthened our enterprise workflow automation on our Platform by integrating advanced enterprise search and front-end virtual agent technology.

The advanced machine learning, conversational interface, natural language comprehension and broad integration capabilities of this technology help organizations and their employees handle service requests automatically, retrieve information quickly using AI, and complete tasks across diverse business applications, enhancing overall workflow experience.

Together, these AI, data and workflow capabilities support our broad portfolio of products on our Platform.

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Our products are grouped into four areas:

Technology, Customer Relationship Management (“CRM”) and Industry, Core Business, and Creator and Other.

We release two major Platform upgrades each year, adding new products and functionality that simplify work and enhance productivity.

Core Business

Our Technology products help companies unite technology, risk management and security operations on a single platform to deliver modern and resilient digital services aligned to an organization’s priorities.

Our Core Business products support processes across HR, legal, finance, supply chain and facilities, helping organizations improve productivity, increase employee satisfaction and fuel business growth.

CRM and Industry

Creator and Other

Our CRM and Industry products help organizations integrate front- end customer service functions with operations, field service resources, sales processes and order management, and provide workflows tailored for specific industries.

Our Creator and Other products help organizations rapidly develop and manage cross-enterprise workflows using AI-powered, low- code development tools, as well as manage data privacy and security.

Our Technology products help IT departments serve customers, manage IT infrastructure, identify and remediate security vulnerabilities and threats, increase visibility across IT resources and asset lifecycles, optimize IT costs and reduce time spent on administrative tasks.

These products also drive enterprise-wide outcomes, as well as support our CRM and Industry and Core Business products.

For example, a global energy company implemented a suite of our Technology products, including IT Operations Management (“ITOM”), IT Service Management (“ITSM”), and Risk Management (“RM”), along with Now Assist, to consolidate multiple employee portals into a single AI-powered portal serving over 50,000 employees in more than 10 languages.

The solution saved the customer thousands of working hours, resulting in a substantial and immediate reduction in service desk requests.

Asset Management

Our Asset Management product suite includes IT Asset Management and Enterprise Asset Management.

IT Asset Management inventories and automates customers’ software, hardware and cloud asset lifecycles with workflows and analytics to track the financial, contractual and inventory details of these IT assets from end-to-end.

Enterprise Asset Management inventories and automates processes across the lifecycle of a customer’s physical business assets from planning, deployment, inventory management and maintenance through retirement.

Integrated Risk Management

Our Integrated Risk Management (“IRM”) product capabilities include policy and compliance management, regulatory change management, compliance case management, IT and operational risk management and audit management.

IRM helps customers manage risk and resilience in real time.

IRM also includes ESG Management, which helps customers more effectively administer their environmental, social and governance (“ESG”) programs.

For example, it can streamline data collection, provide on-demand progress monitoring against key goals and automate reporting.

Asset Management products include IT Asset Management and Enterprise Asset Management.

IT Asset Management helps manage the lifecycle of software, hardware and cloud-based IT assets.

It is commonly used for software audits, cloud financial operations and hardware inventory processes.

Similarly, Enterprise Asset Management helps manage the lifecycle of physical business assets.

It helps organizations manage asset planning, deployment, maintenance and retirement.

Both products offer comprehensive analytics regarding the financial, contractual and inventory aspects of an organization’s assets.

Now Assist and AI agents for Asset Management help summarize software compliance requirements and recommend actions to avoid potential costs based on software utilization information.

For physical business assets, these tools can identify and locate items to fulfill requests, automate approval decisions where desired and execute asset transfers or orders.

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IT Operations Management

Our IT Operations Management (“ITOM”) product identifies, monitors and manages a customer’s physical and cloud-based IT infrastructure.

The ITOM product’s ability to identify a customer’s IT infrastructure (e.g., physical servers) and digital components (e.g., email) allows it to detect whether issues occurring on one or more of those assets

may interfere with business services.

It also maintains a single data record for all IT configurable items, allowing our customers to exercise control over their on-premises or cloud-based infrastructures, while orchestrating key processes and tasks.

ITOM also includes Cloud Observability, which provides real-time visibility into cloud-native and monolithic environments that power our customers’ internal- and external-facing products and services.

Now Assist for ITOM, our AI solution, simplifies complex technical language into easy-to-understand descriptions and provides quick resolution recommendations to IT operations issues.

By doing so, this solution lowers the risk of outages, enhances customer productivity and increases overall service reliability.

IT Operations Management, or ITOM, identifies, monitors and manages a customer’s physical and cloud-based IT infrastructure.

It can simultaneously identify issues from a customer’s IT infrastructure (e.g., physical servers) and digital components (e.g., email), which helps organizations better manage potential disruptions to business services.

ITOM also maintains a single record of all IT configurable items, providing organizations better control over on-premises or cloud-based infrastructures while orchestrating key processes and tasks.

Now Assist and AI agents for ITOM simplify complex technical language into easy-to-understand descriptions and provide quick resolution recommendations to IT operations issues.

When integrated with our other products such as IT Service Management, ITOM AI agents can help support an organization’s goals to achieve autonomous IT management to help reduce the risk of outages, improve productivity and enhance service reliability.

IT Service Management

Our IT Service Management (“ITSM”) product is capable of, among others, predictive intelligence, incident management and response, routine task and request automation, performance analytics and process optimization.

It also provides a Virtual Agent feature, a chatbot that can answer common questions.

ITSM intelligently delivers resilient IT services, reduces costs, boosts IT productivity and provides exceptional experiences to employees, customers and partners.

Now Assist for ITSM, our AI solution, can summarize change requests or enable natural language Virtual Agent interactions and incident history summaries so customer service agents can efficiently resolve incidents.

For example, upon incident closure, solution notes or knowledge-based articles can be generated to speed wrap times and adhere to incident management best practices, thereby improving agent productivity and employee experience with faster, more seamless resolutions.

IT Service Management, or ITSM, provides predictive intelligence, incident management and response, routine task and request automation, performance analytics and process optimization.

ITSM’s real-time tracking and validation enable quick, controlled IT service deployment for change management, development and operations, which helps organizations manage their IT risk and regulatory requirements.

ITSM also includes integrated knowledge management and collaboration tools to streamline issue resolution.

By adopting ITSM, organizations can optimize their IT operations, reduce downtime, mitigate risks and drive down costs, with an aim to improve employee and customer experiences.

Now Assist and AI agents for ITSM can help automate incident triage, generate summaries and provide intelligent resolution recommendations.

These tools reduce routine work for IT staff, allowing them to focus on higher- value activities.

Operational Technology Management

Our Operational Technology (“OT”) Management product suite provides visibility and context into connected devices and technology assets deployed for operational purposes.

It enables industrial companies to prioritize, remediate and patch OT vulnerabilities, respond to issues with OT service management capabilities and automate OT asset management throughout the full device lifecycle.

For example, when an OT issue is discovered, this product suite provides operators with the business context needed to strategically prioritize its criticality.

OT Management will trigger an incident management process that ensures the issue is handled by the appropriate team at the right time.

Operational Technology (“OT”) Management products provide visibility and context into technology assets used for operational purposes and devices connected to those assets.

They help organizations with OT vulnerability management, issue resolution and lifecycle management.

For example, when an OT issue is identified, it provides operators with the business context to assess its criticality and then triggers incident management, so the appropriate team can resolve it at the right time.

Now Assist for OT Management can summarize incident history to support faster resolution.

After incident closure, these tools can also generate solution notes or knowledge-based articles to help reduce administrative work and capture resolution steps for future use.

Risk Management

Risk Management, or RM, products, formerly known as Integrated Risk Management, provide capabilities to manage enterprise-wide risks, including those related to compliance, operational resilience, cyber, technology, business continuity, corporate sustainability, privacy and reliance on third parties.

RM products also include the AI Control Tower, a dashboard designed to offer organizations a comprehensive view of their AI governance status.

This tool delivers insight into an organization’s compliance metrics, risk scores, and performance data, enabling effective monitoring and optimization of AI workflows.

These solutions integrate risk management and compliance into daily operations, helping provide real-time visibility, quick issue resolution and resilient risk administration.

Now Assist and AI agents for RM can be configured by a customer to summarize issue and risk assessments, rationalize control objectives, identify control gaps and map regulations to an organization’s controls.

These tools can also analyze historical data to identify similar issues, recommend actions and assign owners.

They help improve an organization’s ability to respond and address potential threats before they escalate, making risk and compliance operations more efficient and effective.

Security Operations

Our Security Operations product suite connects an organization’s security function with the rest of the enterprise, integrating internal and third-party security and vulnerability data to quickly respond to security incidents and vulnerabilities, prioritized according to their potential impact on a customer’s business.

It simplifies and automates threat and vulnerability management and response, while reducing risks to our customers’ organizations.

Now Assist for Security Operations, our AI solution, enhances security operations by providing AI-generated insights through automated workflows.

It boosts security analysts’ productivity, accelerates issue resolution and equips chief information security officers and other security leaders with valuable insights for transforming their security operations.

Security Operations products help organizations address security incidents and vulnerabilities.

By identifying and prioritizing threats based on their potential impact and integrating both internal and third-party security and vulnerability data, these products can provide an organization’s security function greater visibility and control of potential threats.

These capabilities help simplify and automate threat and vulnerability management, making responses more efficient and helping organizations reduce risks.

Now Assist and AI agents for Security Operations allows security analysts to use natural language to interact with AI agents.

These tools provide context-aware insights and targeted recommendations to support security incident resolution, vulnerability assessments, and security operations metric analysis.

They help improve productivity, accelerate issue resolution and offer security leaders enhanced visibility into their organization’s security posture and performance.

Strategic Portfolio Management

Our Strategic Portfolio Management (“SPM”) product helps customers plan, visualize and track value realization across their portfolio of projects, initiatives and digital products, all on one platform.

It enables customers to drive business outcomes by aligning their strategy with investments and execution.

Now Assist for SPM, our AI solution, helps ensure that business demands, related task documentations and feedback, are communicated clearly, efficiently and effectively.

Customer and Industry Workflows

Customer and Industry Workflows help organizations integrate front-end customer service capabilities with operations, order fulfillment and field service resources and can deliver industry-specific use cases.

Customer and Industry Workflows help customers create a seamless customer experience from request to resolution by connecting

digital workflows that deliver fast support on a customer’s channel of choice, reducing costs, and modernizing customer experiences.

Organizations can elevate their customer service with enhanced resolution efficiency and improved service quality made possible with workflows, automation, AI and task management.

Customer service departments no longer need to rely on agents searching multiple systems to find a single resolution to customer requests.

Strategic Portfolio Management (“SPM”) helps organizations plan, visualize and track value realization across their portfolio of projects, initiatives and digital assets.

It helps organizations align their strategy with their investments and operations to drive desired outcomes.

Now Assist and AI agents for SPM help replace cumbersome intake forms with a conversational interface that intelligently summarizes business demands, documents and feedback from stakeholders and turn them into actionable insights.

These tools allow organizations to uncover and prioritize tasks that can accelerate strategy and realization of value on their investments.

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Our CRM and Industry products go beyond traditional CRM by orchestrating end-to-end workflows across front, middle and back-office functions.

These products help manage customer interactions from initial quote to deal closure, while also supporting order fulfillment, case management and resolution.

Customer representatives and technicians can resolve issues efficiently, while sales teams can manage quoting and deal closure on the same platform.

By removing barriers between teams and supporting end-to-end customer service workflows, ServiceNow’s CRM and Industry products help organizations improve customer retention, strengthen loyalty, shorten sales cycles and reduce service delivery costs.

These products help organizations provide service through multiple customer channels, deliver proactive support and streamline sales and service processes.

As an example, a major digital sports entertainment platform implemented Customer Service Management (“CSM”) with Now Assist to efficiently manage large volumes of customer requests and tailor experiences for customers by categorizing and routing requests based on customer-specific factors.

Streamlining these processes reduced response and resolution times, saving their employees tens of thousands of hours annually.

Customer Service Management

Our Customer Service Management (“CSM”) product allows companies to route work to the right agent based on priority and category, which decreases errors by leveraging recommended solutions from prior cases and interactions.

It optimizes customer service experiences with workflows that help organizations accelerate customer self-service, boost agent productivity and speed up resolution time.

For example, CSM can automate the routing of customer requests to appropriate departments, provide self-service options for customers to troubleshoot common issues, empower agents with access to comprehensive customer data for efficient problem-solving and facilitate timely follow-ups to ensure quick resolution.

As a result, organizations can shorten resolution times and increase customer satisfaction—all while reducing costs.

Now Assist for CSM, our AI solution, rapidly generates summaries for cases and chats, reduces manual work and allows agents to resolve customer issues faster.

This solution helps accelerate time to resolution, reduce case volume and personalize service, which reduces the effort required by customers.

Customer Service Management, or CSM, provides customer self-service support across channels, centralizes customer interactions, and directs requests to the appropriate customer representative, all within a unified workspace.

It automates complex processes across functions to improve resolution times.

CSM enhances customer experience with automated routing, tailored self-service options, and by equipping customer representatives relevant information to resolve issues effectively.

It also helps identify and address bottlenecks that may delay service.

These capabilities enable organizations to reduce resolution times, increase customer satisfaction and lower operating costs.

Now Assist and AI agents for CSM provide additional efficiency by summarizing cases, chats and calls, suggesting resolution steps, drafting customer communications and generating case closure notes.

These tools help shorten time to resolution, reduce case and call volumes and personalize service delivery.

Field Service Management

Our Field Service Management (“FSM”) product provides work planning, scheduling, resource management and job execution capabilities all in one, which allows field service agents to be assigned and dispatched on the same underlying customer service management platform that created and managed the customer incident.

It streamlines field service processes with automation to increase technician productivity, improve first time fix rates and optimize scheduling and dispatching.

Organizations can use data-driven insights to enhance operations, identify trends and remove service bottlenecks to maximize efficiency and effectiveness, while also creating great customer and employee experiences.

Now Assist for FSM, our AI solution, helps customers quickly summarize key takeaways for pre-work triage and job completion, minimizing time spent searching through conversation histories.

It accelerates productivity by simplifying work order task summarization and knowledge generation.

We offer industry solutions to better address the unique needs for specific industries, including, for example, financial services, healthcare and life sciences, manufacturing, public sector, retail, technology and telecommunications.

We expect the number of industry-specific solutions to grow as we gain adoption in new industries.

Field Service Management (“FSM”) manages planning, scheduling and execution of field service work, allowing technicians to be dispatched through the same platform that manages customer cases.

It provides automated workflows to help optimize resource allocation, increase technician productivity and improve first-time resolution rates.

It also provides data-driven insights to help organizations monitor field operations, identify service bottlenecks and improve efficiency of field operations.

Now Assist and AI agents for FSM supports intuitive mobile workflows, automated note generation, multilingual knowledge creation and intelligent task generation, extending FSM capabilities.

These tools help field teams complete jobs more efficiently, document work more accurately and improve overall service delivery.

Sales and Order Management

Sales and Order Management ("SOM") products help organizations manage sales leads and opportunities, configure quotes for complex deals and automate order delivery and fulfillment on our single, unified platform.

SOM products include a configure, price, quote solution that supports complex product offerings, enabling sales teams to estimate deal sizes and quickly generate quotes.

Once deals close, SOM captures order details from multiple channels, manages fulfillment across systems and provides tools to help assess the risk of order delays and incomplete order fulfillment.

Purchased products and services are visible on each customer's account record, allowing sales and service teams to coordinate customer support, identify additional sales opportunities and support customer retention.

Now Assist and AI agents for SOM help automate lead qualification, provide guidance on complex quote configuration and support issue diagnosis and resolution.

These tools streamline routine tasks, increase sales and order fulfillment productivity and reduce time required to complete sales processes.

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We provide solutions designed to address the requirements of specific industries, including financial services, healthcare and life sciences, manufacturing, public sector, retail, technology and telecommunications.

These solutions can be enhanced by Now Assist and AI agents.

We expect the number of industry-specific offerings to continue to expand to accommodate our customers’ needs.

Financial Services

Financial Services Operations allows banking and insurance institutions to reduce contact center volumes with Now Assist.

It provides frictionless service experiences that use AI across teams and systems and ensures compliance with embedded controls.

Financial Services Operations helps banks and insurance institutions orchestrate work across departments, systems and third parties.

These capabilities help reduce contact center volumes, accelerate employee productivity, support personalized service and manage regulatory compliance.

Healthcare and Life Sciences

Healthcare and Life Sciences Service Management uses Now Assist to allow organizations to enhance patient care, unlock productivity and streamline operations.

Clinical Device Management provides a single dashboard from which healthcare providers may efficiently manage and service clinical devices, while also improving their ability to meet compliance requirements.

Healthcare and Life Sciences Service Management enables pharmaceutical companies, healthcare providers, and health plan payers.

These capabilities help streamline operations, reduce inefficiencies, manage costs and support patient care while maintaining regulatory compliance.

Manufacturing

Manufacturing Commercial Operations uses Now Assist and automated workflows to streamline sales, support and service processes, accelerate order fulfillment, optimize customer experiences and drive revenue growth for manufacturers.

Manufacturing Commercial Operations helps manufacturers automate sales, support and service processes, integrate order to cash and service operations.

These capabilities improve issue resolution, claims processing and revenue generation workstreams.

Public Sector

Public Sector Digital Services uses Now Assist to empower governments of all sizes to build seamless experiences at scale.

Agencies can share a single instance to facilitate complete collaboration, thereby increasing the speed of service delivery and adding transparency.

Retail Operations and Retail Service Management leverages Now Assist and automated workflows to streamline retail store operations by simplifying store tasks and day-to-day activities, while providing headquarters with visibility into in-store performance.

These solutions improve employee and customer experiences and reduce costs.

Technology Product Service Management with Now Assist and Sales & Order Management for Technology Providers brings customer service, service delivery and customer operations together on a single, intelligent system of action and enables technology providers to reduce time to market and increase customer satisfaction at reduced operational cost.

Telecom Service Management, Sales & Order Management for Telecom, Network Inventory Management and Telecom Service Operations Management offer communication service providers the ability to leverage automation and AI to streamline the end-to-end service experience and accelerate growth while reducing costs.

Workflows use Now Assist to help maximize technology investments, scale sales and order management processes, launch telecom services quickly, enhance customer care, automate service assurance and optimize network management on a single platform.

Employee Workflows

Employee Workflows help organizations transform the employee experience, improve productivity, increase employee satisfaction and fuel business growth.

ServiceNow makes it easy for employees to answer their own questions, while automating mundane tasks for agents.

With the Now Platform, organizations can empower career growth, make smarter talent decisions, modernize workplace management and experiences to create more collaborative in-office spaces, and streamline contract management and legal operations.

Public Sector Digital Services provides government organizations with tools to deliver services at scale.

These tools help organizations improve employee productivity and support timely and consistent issue resolutions.

Retail Service Management automates workflows to support retail customer care while Retail Operations simplifies store operations and provides headquarters visibility into store performance.

Together, these solutions help improve operational efficiency and reduce costs.

Technology Provider Service Management, combined with Sales and Order Management, helps technology providers manage sales, delivery, support and customer success across the customer lifecycle, from quote to deal closure.

By automating workflows and connecting functions, these solutions help reduce costs and improve service delivery.

Telecom Service Management, Network Inventory Management and Telecom Service Operations Management, combined with Sales and Order Management, enables telecom service providers to manage customer service and infrastructure operations across front, middle and back-office functions.

These tools help organizations accelerate revenue, reduce costs and improve service efficiency.

Our Core Business products support processes across human resources (“HR”), legal, finance, facilities, among others, connecting each of these functions with a single suite of products.

These products help support employees to quickly access information they need to complete their tasks, provide business experts the relevant information and background they need to take action, and allow team leads to track performance and make process improvements.

These products help improve efficiency and user experience by automating repetitive processes and providing transparency across functions.

For example, a tax compliance software provider deployed a suite of Core Business products, which included HR Service Delivery (“HRSD”) and Workplace Service Delivery (“WSD”), together with Now Assist, to establish an integrated HR portal and automate routine HR requests.

The solution significantly reduced the customer’s total HR case volume and helped resolve over half of their new HR cases within the same day, each day.

HR Service Delivery

Our HR Service Delivery (“HRSD”) product helps organizations transform the employee experience by providing a portal that makes it easy for employees to conveniently access answers, actions and guidance.

It helps employees navigate key career milestones and life events with step-by-step guidance.

Now Assist for HRSD, our AI solution, enables employees to quickly obtain answers to common HR questions and take action directly through Virtual Agent, while also reducing redundant manual tasks for service agents, thereby helping HR leaders drive productivity and operational efficiency.

From payroll discrepancies to employee information updates, service agents can resolve issues faster with instant summaries of case topics, chat history, Virtual Agent interactions and previous resolutions.

With Now Assist and prompts that use AI, organizations can quickly generate knowledge-based articles to deflect similar cases in the future and drive proactive employee behavior such as reminders, tasks and approvals.

Legal Service Delivery

Our Legal Service Delivery (“LSD”) product suite replaces individual legal requests received through email with automated workflows that not only allow practitioners to keep track of the status of requests but also provide them visibility into interconnected legal requests.

In addition, LSD’s Virtual Agent feature can automate responses to common questions.

Using LSD real-time reports and dashboards, organizations can make data-driven decisions, anticipate demand for legal services, and drive continuous improvement for a company’s legal department.

LSD helps organizations increase practitioner productivity, reduce risk and accelerate business outcomes through more efficient legal operations.

For example, the LSD product suite includes Contract Management Pro, which helps legal, procurement, sales and IT teams streamline contract lifecycle management through a self-service portal for contract intake requests, driving operational efficiency and reducing risk.

Now Assist for LSD, our AI solution, provides practitioners with auto-generated summaries of their legal requests and matters, thereby allowing them to more easily track and manage these workstreams.

HR Service Delivery, or HRSD, products help provide employees and HR teams with quick answers, targeted guidance and streamlined actions on our unified Platform, which also integrates seamlessly with other enterprise systems.

HRSD automates routine HR tasks and supports processes such as onboarding, leave management, transfers, offboarding, service requests and career development.

These capabilities allow employees to access information efficiently and help enable HR teams to shift focus from administrative tasks to strategic priorities.

HRSD is designed to help provide clear guidance for employees and automate HR-related services, reducing costs for organizations.

Now Assist and AI agents for HRSD provide HR service representatives AI-generated case summaries and virtual agent support to resolve issues more efficiently.

These tools provide employees conversational AI interactions online or over the phone, personalized answers to questions, and proactive reminders or prompts that help employees complete HR tasks.

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Legal and Contract Operations

Legal and Contract Operations (“LCO”) products include Contract Management Pro and Legal Service Delivery, which supports contract management and legal request handling, respectively.

Contract Management Pro is designed to work across contract types and departments, integrating with other ServiceNow products to connect legal, procurement, sales and related functions.

These integrations help standardize processes, enhance visibility, improve collaboration and reduce contract review time.

Legal Service Delivery is designed to centralize intake and tracking of legal matters through automated workflows, replacing fragmented email-based processes.

LCO products can also automate responses to frequently asked questions and provide dashboards and reporting to help anticipate demand and allocate resources.

Now Assist and AI agents for LCO can detect non-standard contract language, recommend pre-approved clauses from a library of acceptable terms, glean contract termination and renewal data to support timely management of contract deadlines, and generate summaries of requests and matters.

These tools are intended to improve accuracy, reduce risk and simplify tracking of legal work.

Source-to-Pay Operations

Source-to-Pay Operations (“SPO”) connects organizations’ existing enterprise resource planning and procurement systems to support purchasing, supplier management, performance monitoring and accounts payable processes.

These capabilities allow organizations to manage costs, negotiate terms, and onboard suppliers quickly.

Now Assist and AI agents for SPO allow employees to initiate sourcing and procurement requests through conversational AI interactions, and AI agents can pre-fill request details and confirm whether requests comply with organizational spending policies and other protocols.

Workplace Service Delivery

Our Workplace Service Delivery product helps organizations manage workplace services, facilities and real estate.

With Workplace Service Delivery, companies can optimize their workspace with real-time analytics and indoor mapping capabilities, and can automate workplace requests, reservations and repairs, and track health and safety incidents to keep workplaces running smoothly.

Creator & Other Workflows

Creator Workflows help customers quickly build and manage cross-enterprise workflows with a low-code development experience that safely delivers agile services at scale and with features that allow customers to manage security and storage.

As organizations digitally transform, they need to adapt faster with new processes and business models.

This requires fast and agile execution with more automation delivered throughout an organization’s business processes.

With Creator Workflows, citizen developers have access to pre-built templates, low-code tools and modular building blocks created by professional developers.

We enable Creator Workflows through App Engine and Automation Engine, among other products.

Our App Engine product empowers our customers’ employees to create enterprise-class workflows using low-code and no-code development tooling and does not require formal coding experience.

App Engine delivers intuitive and intelligent development experiences, designed for speed, security and scale.

Examples of the types of workflows our customers have developed using App Engine include applications for:

• a healthcare institution to streamline health research for providers and patients to share and track health data in a private and secure manner;

• a retailer to manage the workflow for loss prevention, fraud protection and asset protection in retail locations;

• the management of licensing, contracting and compliance examinations and financial reviews, replacing a months-long, manual process with a 30-minute automated process;

• providing overnight loans in different currencies for central banks.

App Engine can also be used in conjunction with Now Assist for Creator, our AI solution, to quickly create and scale apps on the Now Platform.

Trained on code from ServiceNow engineering, results generated with Now Assist for Creator are generally higher quality and more scalable and secure than other code generation technology.

This solution includes text-to-code, which converts natural language text into high-quality code suggestions, and in some cases into complete code, enabling faster development and increased productivity.

Automation Engine

Our Automation Engine product helps workflows integrate by connecting or automating systems, documents or tasks with minimal code.

Integration to data in third-party systems is executed and secured using application programming interfaces (or “APIs”), while manual work can be eliminated by leveraging robotic process automation and intelligent document processing capabilities.

Automation Engine includes process mining capabilities that can uncover trends and patterns in business processes and help eliminate redundancies and drive process optimization along with cost and productivity efficiencies.

Automation Engine can also be used in conjunction with Now Assist for Creator, our AI solution, to automate essential functions, including flow generation, code generation and app generation, allowing developers to create complex workflows and applications using natural language prompts.

This automation can significantly boost productivity by reducing development time and enabling both novice and experienced developers to build more reliable applications.

To help customers in key business functions, we also enable other workflows through Platform Privacy and Security and Source-to-Pay Operations, among other products.

Workplace Service Delivery, or WSD, provides tools for managing workplace services, facilities and real estate.

WSD supports functions such as space planning and maintenance, visitor management and wayfinding.

Integration with intelligent building systems enables improved space utilization and cost efficiency while maintaining safe and accessible work environments.

Now Assist and AI agents for WSD provides employees with a conversational AI interface to help them handle everyday tasks such as booking reservations, requesting workplace services or managing guest access, without having to navigate multiple systems.

Our Creator products allow organizations to build and customize workflows at scale.

These products provide developers with pre-built templates, low-code resources and modular components that support adaptation to changing processes and business models.

Other products, such as Workflow Data Fabric, include capabilities for integrating internal and external data in a single, governed model with metadata management, data cataloging and contextual insights to support AI agents, automation and data-driven decision-making.

App Engine enables organizations to create enterprise-class workflows using low-code and no-code development tools, supported by AI.

App Engine does not require formal coding experience and is designed for scale, security and rapid deployment.

Applications developed using App Engine include those that help:

• streamline product development, including milestone tracking and real-time customer feedback collection;

• automate loyalty programs, personalized marketing campaigns, and customer feedback collection, tailored to the retailer's brand and customer base;

• manage supply chain logistics operations, including inventory control and logistics coordination tailored to supply chain networks;

• automate licensing, contracting and compliance examinations and financial reviews to reduce process times.

App Engine can also be used with Now Assist and AI agents for Creator to quickly create and scale apps on our Platform.

Now Assist for Creator includes various natural language AI capabilities, including text-to-code, text-to-flow, text-to-service catalog and text-to-app.

Organizations can select among LLMs to train these tools and align with their requirements, with models vetted for reliability and performance.

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Platform Privacy and Security

Our Platform Privacy and Security products provide premium security, privacy and encryption controls to help our customers protect and control their sensitive data in the cloud.

Source-to-Pay Operations

Our Source-to-Pay Operations suite connects to customers’ existing enterprise resource planning and procurement systems, delivering a guided experience and highly automated processes that reduce cycle time and cuts costs across procurement, supplier management and accounts payable processes.

Now Assist for Source-to-Pay Operations, our AI solution, delivers simple experiences that can turn conversations into requisitions, making it easy for new or occasional users to follow the right process and reduce rogue spend.

Customer Support, Professional Services and ServiceNow Impact

Platform Privacy and Security products provide security, privacy and encryption controls to support protection of sensitive data in the cloud and compliance with applicable regulations.

These products enable enforcement of data protection policies and rapid incident response.

Now Assist and AI agents for Platform Privacy and Security enhance these capabilities by auto-classifying data, providing real-time insights into user activity and risk and recommending or initiating protective actions through automated workflows.

RaptorDB is our high-performance database built to manage workloads at scale.

RaptorDB processes high volumes of workflow transactions with low latency and consistent throughput, reducing the need for separate data infrastructure supporting more efficient and scalable workflows.

Together with Workflow Data Fabric, these products enable AI-ready data at scale, contextual intelligence and scalable automation across the enterprise.

Workflow Data Fabric

Workflow Data Fabric (“WDF”) provides organizations the ability to use and access a variety of data types—structured or unstructured, streaming or static—both within and outside our Platform.

Built on the foundation laid by our legacy Automation Engine product, WDF supports data integrations with a large network of certified partners and a broad set of data integration capabilities, including connecting to real-time external data without copying or moving the data from its source.

Additionally, WDF provides users of our Platform with an interface, known as a semantic layer, that helps users interpret and use data to complete tasks without requiring technical knowledge of underlying database structures.

With these capabilities, WDF enables organizations to connect, understand and act on any data source, establishing a unified data foundation that supports AI agents, automation and analytics, all of which enhance workflow performance.

We provide expertise to help organizations achieve operational and strategic objectives.

Our customer success offerings support customers throughout their lifecycle, from initial adoption through long-term use of our Platform.

These offerings include Customer Support, Professional Services and ServiceNow Impact.

Together, they are intended to help customers improve efficiency, increase adoption and derive value from their investment in our Platform.

Customer Support

We offer our customers standard and enhanced support, from technical resources located around the globe, on a subscription-based model, as well as self-service technical support through our support portal, which provides access to documentation, knowledge-based articles, online training, online support forums and online case creation.

We provide customers with standard and enhanced support through subscription-based services delivered by technical resources located worldwide.

Customers also have access to self-service resources through our support portal, which includes documentation, knowledge-based articles, online training, support forums and case creation tools.

Professional Services

Our Professional Services, offered by ServiceNow directly and through our network of partners, include process design, implementation, configuration, architecture and optimization services that help our customers maximize the value of their ServiceNow investment.

With a strong implementation methodology at the core of its foundation, our Professional Services help customers succeed by giving them access to ServiceNow product experts and technical best practices.

Our training services include programs for all our products.

Our professional services delivered directly and through our partners, include design, implementation, architecture and optimization services.

These services are intended to help our customers implement and configure our products effectively and maximize the value from their use.

ServiceNow Impact

ServiceNow Impact helps our customers accelerate the value they realize with our products and solutions.

Through our subscription-based model, we offer our customers software tools and AI-driven recommendations that help increase adoption of ServiceNow solutions within their organizations, as well as with their customers.

It also proactively monitors platform health, and tracks and reports on key platform metrics.

In addition, ServiceNow Impact customers have access to designated experts, on-demand training, technical support and other services.

Our Technology and Operations

We operate a multi-instance architecture that provides each customer with its own dedicated application logic and databases.

This architecture is designed to deliver high-availability, scalability, performance, security and control.

Our cloud infrastructure primarily consists of industry-standard servers, networks and storage components.

We host our full software-as-a-service (“SaaS”) experience on our own private cloud or customers may elect to use public cloud service providers.

Our data centers operate in paired configurations to enable replication for high-availability and redundancy.

We currently operate data centers in North America, South America, Europe, Asia and Australia, and we continuously evaluate our data center operations and capacity in existing and new geographies.

We offer customers the option to deploy our services on dedicated hardware in our data centers.

Our architecture also gives us the added flexibility to allow customers to deploy our services internally in their own data centers, with public cloud service providers, or with a third party to support unique regulatory or security requirements.

While there are some limitations on agility and flexibility as compared to our cloud offering, a minority of our customers have elected the third-party alternative.

The standard and enhanced customer support we provide to customers that deploy our services outside of our data centers is similar to the support we provide to customers deployed in our managed data centers.

ServiceNow Impact is offered on a subscription basis and provides customers with software tools, guided plans, and AI-driven recommendations to support adoption of our products.

The offering includes monitoring of Platform health, reporting on Platform metrics and access to designated experts and technical support.

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We primarily sell our services to enterprise customers and support enterprise-wide deployments.

As of December 31, 2025, we had approximately 8,700 customers across a wide variety of industries.

A growing portion of our revenue is generated from sales to government customers.

For additional information, see “Risk Factors—Doing business with the public sector and heavily-regulated entities subjects us to risks related to government procurement processes, regulations and contracting requirements.”

Sales and Marketing

We market and sell our products and services to enterprises across a wide variety of industries.

We sell our product offerings and services through subscription services primarily through our global direct sales organization.

We also sell services through managed service providers and resale partners.

Our marketing efforts and lead generation activities consist primarily of customer referrals, digital advertising (including via our website), trade shows, industry events, brand campaigns and press releases.

We also host our annual Knowledge user conference, webinars and other user forums, including regional forums, which we call World Forums, where customers and partners both participate in and present on a variety of programs designed to educate them on industry best practices and help accelerate their success.

We continue to expand our sales capabilities in new geographies, including through investments in direct and indirect sales channels, professional services capabilities, customer support resources, post-sales customer support resources, strategic alliances and partnerships, implementation partners and advisory councils.

We also plan to increase our investment in our existing locations in order to achieve scale efficiencies in our sales and marketing efforts.

We sell our products and services to enterprises across a wide variety of industries through subscription agreements facilitated by our global direct sales organization.

In addition to subscription offerings, certain AI and data solutions include a consumption-based pricing component that governs when customer usage exceeds the fixed number of service credits available under the customer’s subscription agreement.

We also sell through managed service providers and resale partners.

Our marketing activities consist primarily of customer referrals, digital advertising (including via our website), trade shows, industry events, brand campaigns and press releases.

We also host our annual Knowledge user conference, webinars and other user forums, including regional forums, which we call World Forums, where customers and partners participate in sessions on product usage and industry practices.

We continue to invest in sales and marketing to increase market penetration and expand into new geographies.

These efforts include growth in both direct and indirect sales channels, investments in professional services and customer support, and development of strategic partnerships.

Partner Ecosystem

In addition to our global direct sales organization, we have a strong and growing ecosystem of partners that helps accelerate our customers’ digital transformation initiatives and deliver customer value at scale.

They play a critical role in helping companies digitally transform their businesses.

We have reimagined our program to include more flexibility and choice and are empowering partners worldwide to help us reach new markets and industries while innovating faster and together.

Our industry and workflow capabilities paired with our partners’ industry and functional domain expertise help customers of all sizes.

Together with our partners, we offer industry and domain-focused solutions at scale and are accelerating digital transformation as we help companies drive new approaches in engaging their end users and employees.

We are seeing continued momentum across the partner ecosystem.

For example, we have expanded our relationships with a number of technology companies to enhance enterprise AI capabilities.

Our latest initiative with NVIDIA, for example, focuses on co-developing native AI agents on the Now Platform, using NVIDIA Agent Blueprints, which are AI

workflow templates built on NVIDIA NIM microservices software, tailored for specific use cases.

We have also expanded our relationships with cloud providers to enhance cloud capabilities.

For example, our security incident response product can integrate with Amazon Web Service’s Security Hub to automate the creation of security incident records.

Additionally, Now Assist and Microsoft 365 Copilot can be integrated such that both agents provide an elevated AI experience for our joint customers.

Through these relationships, users can leverage their existing spending commitments with cloud providers to procure ServiceNow products.

Further, our relationships with global system integrators such Accenture, Cognizant, Deloitte, EY and KPMG continue to help us expand our business by offering ServiceNow solutions to their customers.

We primarily sell our services to large enterprise customers, and we host and support large, enterprise-wide deployments for our customers.

As of December 31, 2024, we had approximately 8,400 customers.

Our customers operate in a wide variety of industries.

The portion of our revenues generated by sales to government customers has also increased over time.

See “Risk Factors—Doing business with the public sector and heavily-regulated entities subjects us to risks related to the government procurement process, regulations, and contracting requirements” for additional information about our sales to government customers.

We maintain a global network of partners that provide implementation services, industry expertise and complementary technology offerings.

Our partner ecosystem includes organizations in our partner program, public cloud service providers, and strategic alliances, among others.

Partners help us extend market reach, drive co- innovation, accelerate adoption of our solutions and support solutions tailored to specific industries and customer needs.

We have expanded relationships with technology providers to strengthen our AI capabilities and improve cloud interoperability, including relationships with AWS, Google, Microsoft, and NVIDIA, among others.

Additionally, our relationships with global system integrators such as Accenture, Cognizant, Deloitte, EY, Infosys and KPMG, among others, continue to help us expand our business by offering ServiceNow solutions to their customers.

Our Technology and Operations

We operate a multi-instance architecture that provides each customer with a dedicated application layer and database.

This architecture is designed to support availability, scalability, performance, security and customer control.

Our cloud infrastructure consists primarily of industry-standard servers, networks and storage components.

We deliver our software-as-a-service offering through our own private cloud as well as public cloud service providers, who provide infrastructure-as-a-service, including servers, storage, databases and networking.

Our data centers, along with our environments hosted by public cloud service providers, have been configured in pairs to provide replication, redundancy and high availability.

We currently operate data centers in North America, South America, Europe, Asia and Australia, and we regularly evaluate our data center operations and capacity needs in existing and new geographies.

We also offer customers the option to deploy our services on dedicated hardware within our data centers.

In addition, our architecture supports deployment in customer-managed data centers or third-party data centers, which may be required to meet certain regulatory or security requirements.

While these alternatives may have some limitations relative to our managed cloud and public cloud offerings, a minority of customers use them.

We provide standard and enhanced support for these deployments consistent with the support provided to customers using our managed data centers.

Intellectual Property

We rely on a combination of U.S.

and international copyright, trade secret, patent and trademark laws, as well as contractual agreements, confidentiality protections and internal procedures, to protect and expand our intellectual property (“IP”) rights.

We enter into confidentiality and proprietary rights agreements with employees, partners, vendors, consultants and other third parties, and we limit access to our IP and other proprietary information.

We also purchase or license IP and technology for incorporation into our products or services.

We continue to expand our global patent portfolio and other IP rights relevant to our business.

Our ability to protect our core technology and IP is an important factor to our success.

As of December 31, 2025, we had over 2,000 issued U.S.

and foreign patents, including patents acquired from third parties, and had over 580 pending patent applications.

We do not consider our business to be materially dependent on any single patent or group of related patents.

For additional information, see “Risk Factors—We may not be able to protect or enforce our IP rights.”

Research and Development

Our research and development organization is responsible for the design, development, testing and validation of our solutions.

We focus on innovating and developing new services and core technologies and further enhancing the functionality, reliability and performance of our existing solutions.

Using emerging technologies, we can anticipate customer demands and then bring new services and new versions of existing services to market quickly in order to remain competitive in the marketplace.

We have made, and will continue to make, significant investments in research and development to broaden our platform capabilities, strengthen our existing applications, expand the number of applications on our platform, enhance our user experience and develop additional mobile, automation, AI and machine intelligence technologies.

We focus on creating new services and core technologies and enhancing the functionality, reliability and performance of existing solutions.

We also use our own products to collect real-time feedback on new and existing features – as part of what we call our “Now on Now” program – which informs product refinement and helps improve the customer experience.

By incorporating insights from the Now on Now program and evaluating emerging technologies, we aim to anticipate customer needs and introduce new solutions-oriented features and services to the market quickly.

Additionally, we deploy our engineers to work directly with strategic customers through our Now Next AI program, where we co-build agentic AI solutions to solve their critical challenges, while simultaneously expanding our AI product capabilities and use cases.

We have made, and expect to continue to make, significant investments in research and development to expand our Platform capabilities, strengthen existing applications, increase the number of applications on our platform, and advance mobile, automation, AI and machine intelligence technologies.

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Acquisitions and Investments

We have acquired and invested in companies and technologies as part of our business strategy and will continue to evaluate and enter into potential strategic transactions, including, among other things, acquisitions of or investments in businesses, technologies, services, products and other assets.

These transactions are intended to, among other things, expand or improve our service offerings and functionality, go-to-market and sales efforts, our operations or our ability to source necessary expertise and provide services in international locations.

Our business is highly competitive, rapidly evolving and fragmented, and subject to disruptive technologies with low barriers to entry, to shifting customer needs and to frequent introductions of new products and services.

As our business expands and the industries in which we operate evolve, we increasingly find ourselves in competition with solutions and alternative approaches to solving customer needs, including, among others:

• enterprise application software vendors (including cloud-based and traditional on-premises vendors) such as Oracle, SAP, Salesforce and Workday;

• new technologies and entrants (including both point-solutions and platform solutions covering a wide range of functionalities);

• custom development and in-house solutions;

• technology consultants;

We have acquired and invested in companies and technologies as part of our business strategy and expect to continue to evaluate and enter into potential strategic transactions.

These may include acquisitions of, or investments in, businesses, technologies, services, products and other assets.

These transactions are intended to expand or improve our service offerings, enhance go-to-market and sales efforts, strengthen operations, increase access to expertise and support delivery of products and services to international markets.

We operate in a highly competitive and rapidly evolving market characterized by fragmentation, low barriers to entry, shifting customer needs and frequent introductions of new products and services.

As our business expands and the industries in which we operate continue to evolve, we compete with a broad range of solutions and alternative approaches, including:

• enterprise application software vendors, both cloud-based and on-premises, such as Microsoft, Oracle, SAP, Salesforce and Workday;

• new technologies and entrants, including point-solutions and platform solutions, particularly those related to AI;

• custom-developed and in-house solutions;

• technology consulting firms;

• systems integrators;

• software resellers.

For additional information about competition, see “Risk Factors—A failure to innovate in response to rapidly evolving technological changes and in the midst of an intensely competitive market may harm our competitive position and business prospects.”

Intellectual Property

We rely upon a combination of U.S.

and international copyright, trade secret, patent and trademark laws and confidentiality procedures and contractual rights and restrictions to establish, protect and grow our intellectual property (“IP”) rights.

We enter into confidentiality and proprietary rights agreements with our employees, partners, vendors, consultants and other third parties and limit access to our IP and other proprietary information.

We also purchase or license IP and technology that we incorporate into our products or services.

We continue to grow our global patent portfolio and IP rights that relate to our business.

Our success depends in part upon our ability to protect our core technology and IP.

As of December 31, 2024, we had over 2,000 U.S.

and foreign patents, including patents acquired from third parties, and over 600 pending patent applications.

We do not believe that our proprietary technology is dependent on any single patent or group of related patents.

See “Risk Factors—We may not be able to protect or enforce our intellectual property rights.”

For additional information about competition, see “Risk Factors—A failure to innovate and adapt how we offer our products in response to rapidly evolving technological changes and in the midst of an intensely competitive market may harm our competitive position and business prospects.”

We conduct business globally and are subject to a wide range of U.S.

federal, state and foreign laws and regulations across a variety of subject matters.

The Risk Factors section of this Annual Report on Form 10-K includes additional information regarding government regulations relevant to our business.

Our Ambition, Values and Corporate Purpose

Our ambition to become the defining enterprise software company of the 21 st century is the driving force behind our overall business strategy and is guided by our values:

• Wow our customers:

Our ambition to become the defining AI enterprise software company of the 21st century is the driving force behind our overall business strategy and is guided by our values:

Customers are the center of our world.

We strive to deliver the best customer experiences and innovations.

• Win as a team:

We share the same goals and have clear roles in achieving them.

We deliver results as a team and enjoy the journey.

• Create belonging:

We lead with empathy, which means listening and acting to make everyone feel they belong with ServiceNow.

• Stay hungry and humble :

We do not take success for granted.

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We grow together, bringing fresh ideas and new perspectives.

These values have endured even as our headcount has rapidly increased over the years and we have continued to grow our business.

By prioritizing these values, we are able to gain the trust of our employees and customers and work towards fulfilling our corporate purpose to “make the world work better for everyone.”

Environmental, Social and Governance

Our ESG strategy is aligned to our corporate purpose.

We continue to build on our commitments and capabilities to sustain our planet (environmental), create equitable opportunities (social) and act with integrity (governance).

Our year-over-year progress is included in our annual Global Impact Report, which details our ESG strategy, initiatives and performance.

Our Global Impact Report is aligned with globally-recognized ESG reporting standards.

We lead with empathy, which means listening and making everyone feel they belong with ServiceNow.

Our values have remained consistent as our business and workforce have expanded.

By prioritizing these values, we seek to build trust with employees and customers and align with our corporate purpose to “make the world work better for everyone.”

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Human Capital Management

Our People Pact

Our People Pact is pivotal to our ability to fulfill our corporate purpose and is a commitment to helping each other l ive our best lives, do our best work and fulfill our purpose together.

To deliver on this promise, we follow a Global People Strategy that serves as the foundation for how we plan and deliver on employee programming and experiences:

Deliver on the People Pact through a product mindset that puts the user at the center of all program, process, and service delivery design

Recruit and retain an inclusive and agile workforce through data use that accelerates growth and mitigates bias

Make it easy to create and use AI to maximize talent impact and value

Culture and Inclusion

Our People Pact is central to our ability to fulfill our corporate purpose and reflects our commitment to supporting one another in doing our best work and achieving our shared objectives.

To deliver on this commitment, we follow a global people strategy that serves as the foundation for how we plan and deliver on employee programming and experiences, built on three principles:

We apply a product mindset that puts the user at the center of program, process and service design.

We use data to promote accountability, tell meaningful talent stories and support evidence-based decision- making.

We use AI in talent management to enhance efficiency, while supporting, not replacing, human contributions.

Our culture is grounded in our values.

We live our culture by regularly listening to our people and gathering feedback directly from our workforce to inform our programs and meet employee needs globally.

Our Employee Voice Survey (“EVS”) measures and analyzes employee engagement, including inclusion and belonging, learning and development, recognition, compensation and wellbeing.

EVS insights are used to create action plans at all levels of the organization and inform the assessment of our human capital management approach and its alignment with our purpose and business strategy.

“Create Belonging” is one of our four company values that guides our ambition.

We aim to create a safe, seen, heard and connected workplace for our employees of all backgrounds and experiences so that they can work together to create better products and services that serve our equally diverse and global customer base and ultimately better business outcomes for ServiceNow.

To build a strong culture, we have implemented initiatives that weave inclusion throughout the employee experience - from hiring, to learning and development and career advancement.

Our global inclusion framework focuses on three key areas:

Business Community Strategic Partnerships

Enable each function to build the most innovative teams possible through a global and data-driven approach that drives structural inclusion and improves equitable outcomes for all

Strengthen and expand our inclusive culture throughout the industry through RiseUp with ServiceNow

Engage strategic partners to provide a wide variety of development opportunities that meet the evolving needs and skills of our employees and the communities we reach

As a technology leader, we believe in broadening our reach to underserved communities, providing them with access to technology and training, helping them unlock new opportunities.

To help achieve this objective, we created RiseUp with ServiceNow – a training, certification, upskilling and career placement program.

This initiative reflects our commitment to building career pathways for non-traditional tech talent by removing barriers and improving access to technology, knowledge and opportunity.

We gather feedback regularly and use this input to shape programs and address workforce needs globally.

Our Employee Voice Survey (“EVS”) measures engagement across areas including belonging, learning and development, recognition, compensation and wellbeing.

Insights from our EVS are used to create action plans throughout the organization and to assess the alignment of our human capital management practices with our purpose and business strategy.

Learning and Development

Our global learning and development programs, under the ServiceNow University (“SNU”) umbrella, deliver skilling tools and processes, and technical AI, industry, professional and leadership programs.

SNU empowers employees, customers, partners and future talent with advanced skills.

SNU combines education and experience, leveraging the Now Platform to fuel continuous growth in talent.

Total Rewards and Pay Equity

Our total rewards are designed to help us attract and retain the best talent.

We believe that our rewards should be competitive and equitable, and we are committed to recognizing exceptional performance.

In support of this, all our employees are eligible to participate in our annual cash bonus plan or, for those in quota-carrying roles, our sales commission plan, in addition to their base pay.

In 2025, we launched ServiceNow University, our AI-powered learning hub that provides professional development tools and resources to strengthen learners’ technical AI skills, industry knowledge and leadership capabilities, among others.

It is free and available to organizations and individuals throughout the entire ServiceNow ecosystem—employees, customers and partners.

ServiceNow University also supports our upskilling initiative, RiseUp with ServiceNow, which provides training and opportunities for individuals without traditional technology backgrounds to pursue technology careers and helps address talent needs across our ecosystem.

Total Rewards

We provide a total rewards program intended to attract, retain and motivate employees.

All our employees are eligible to participate in our annual cash bonus plan or, for those in quota-carrying roles, our sales commission plan, in addition to base salary.

We also have a broad-based discretionary equity incentive program and an employee stock purchase plan, which enable employees to share in our success.

We understand that our employees perform their best when they have the resources they need to feel healthy, supported and secure.

To support this, we offer a comprehensive range of benefits and wellbeing programs that cover physical, emotional, social and financial wellbeing.

Additionally, we provide our employees with additional time away through “Wellbeing Days” to pause, recharge and further support their health and wellbeing.

We continue to maintain systematic gender pay equity for our employees across the globe and, in the U.S., on the basis of race, ethnicity, as well as gender.

Every year, we partner with an independent third-party expert to examine whether any statistically significant differences in compensation exist after considering factors such as experience, role, location and performance and make adjustments, as warranted.

Ways of Working

While we value in-person activities, we are committed to embracing ways of working that promote flexibility and inclusion, support employee wellbeing and drive innovation.

A substantial portion of our employees work partially or fully remote.

We believe such an environment will only serve to strengthen our company.

Our benefits and wellbeing programs address physical, emotional, social and financial wellbeing.

We also provide additional time away through “Wellbeing Days” to support employee health and wellbeing.

Workforce Metrics

As of December 31, 2024, we employed 26,293 people on a full-time basis, 13,193 in the United States and 13,100 internationally.

As of December 31, 2025, we employed:

29,187 EMPLOYEES

on a full-time basis

of whom are in the United States

of whom are international

None of our U.S.

employees are represented by a labor union.

Employees in certain countries are represented by workers’ councils or employee representatives or have the benefits of collective bargaining arrangements at the national and/or sector level.

In certain countries, employees are represented by workers’ councils or employee representatives or have the benefits of collective bargaining arrangements at the national and/or sector level.

We have not experienced interruptions of operations or work stoppages due to labor disagreements.

Available Information

You can obtain copies of our Annual Report on Form 10-K, Quarterly Reports on Form 10-Q, Current Reports on Form 8-K, and other filings with the SEC, and all amendments to these filings, free of charge from our website at www.servicenow.com/company/investor-relations/sec-filings.html as soon as reasonably practicable after we file or furnish them with the SEC.

The SEC maintains an Internet site that contains reports, proxy and information statements and other information regarding issuers that file electronically with the SEC at www.sec.gov.

The contents of, or accessible through, these websites are not incorporated into this filing.

You can obtain copies of our Annual Report on Form 10-K, Quarterly Reports on Form 10-Q, Current Reports on Form 8-K, and other filings with the SEC, and all amendments to these filings, free of charge through our website at www.servicenow.com/company/investor-relations/sec-filings.html as soon as reasonably practicable after we file or furnish them with the SEC.

The SEC maintains a website at www.sec.gov that contains reports, proxy and information statements and other information regarding issuers that file electronically with the SEC.

The contents of, or information accessible through, these websites are not incorporated into this filing.

Our references to the URLs for these websites are intended to be inactive textual references only.

Investors and others should note that we announce material financial information to our investors using our investor relations website (https://www.servicenow.com/company/investor-relations.html), SEC filings, press releases, public conference calls, webcasts and social media.

Investors and others should note that we announce material financial information through our investor relations website (https://www.servicenow.com/company/investor-relations.html), SEC filings, press releases, public conference calls, webcasts and social media.

We use these channels, including our website and social media, to communicate with our investors and the public about our company, our products and solutions and other issues.

It is possible that the information we post on social media could be deemed to be material information.

Therefore, we encourage investors, the media and others interested in our company to review the information we make available on our website and the social media channels listed on our website.

Therefore, we encourage investors, the media and others interested in our company to review the information we make available on our website and the social media channels listed there.

2025 Annual Report 21

Compared sentence by sentence after normalising whitespace, quotation marks, case and digits, so re-formatting and restated figures do not read as changed language. Wording changes appear as one removal and one addition. The current filing and the prior one are authoritative.

What changed 10-K

Item 1. Business