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It used to be that you could think of ServiceNow services almost exclusively in the context of IT service management (ITSM) implementations, but the ServiceNow services market has decisively moved beyond those traditional confines.

In 2026, enterprise applications will move beyond the traditional role of enabling employees with digital tools to accommodating a digital workforce of AI agents. Tech leaders will be forced to decide how far to go in digitizing business processes and orchestrating workflows independent of human workers.