ServiceNow’s new strategy reflects a material shift in how the company monetizes AI. With AI now positioned as built into every offering, customers face a more complex commercial model shaped by AI-native tiers, Assist consumption, stacked usage meters, premium support overlays, and broader platform bundling. This note explains what those changes mean for customers evaluating new deals, expansions, and renewals. It examines ServiceNow’s recent performance and AI and governance positioning while offering guidance to help customers govern AI-era spend and negotiate from a position of control.
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