ServiceNow has announced “AI” will be included in all products moving forward, but what does that actually mean for customers?
In this breakdown, ServiceNow Practice Leader and Industry Expert, Adam Mansfield analyzes ServiceNow’s new AI-enabled product strategy, including the shift to bundled AI capabilities without the need for an “add-on”, and the new product packaging and associated pricing tiers (Foundation, Advanced, and Prime).
While the promise is simplicity, no add-ons, no integrations, no procurement hurdles, the reality raises critical questions. Do ServiceNow customers actually need all of this AI? What are the real cost implications? And how will the product packaging and pricing structures impact renewals, flexibility, and long-term value?
Adam walks through:
- ServiceNow’s AI product architecture (workflow data fabric, AI control tower, autonomous workflows)
- The three-tier pricing model and what each includes
- Risks around transparency, value realization, and vendor lock-in
- Key questions every customer should ask before renewal
If you’re a ServiceNow customer, this is essential insight.