Powered by insights and real-world data from platform leaders, architects and teams, the 2026 report reveals how enterprise-level organizations across industries are scaling ServiceNow, enforcing governance, accelerating releases and adopting AI.
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2026 Report Highlights
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The 2026 edition reveals a ServiceNow landscape moving faster than ever, but with governance, automation, and AI readiness under increasing pressure. Platform owners, developers, and executives contributed across industries, giving a clear view of how organisations are running, governing, and scaling ServiceNow in 2026.
Delivery is accelerating
62% of customers now deploy new features weekly or more frequently, while daily deployments have more than doubled compared with 2025.
Governance remains the bottleneck
90% of organisations experienced deployment or governance-related delays, rollbacks, or compliance concerns in the last 12 months. Yet only 11% classify their governance programme as Advanced.
Drift detection is still too manual
45% of teams still rely on developers or testers to flag configuration drift, while only 14% have a dedicated automated system in place.
AI readiness is becoming the next risk area
19% of respondents have already implemented ServiceNow AI innovations, but only 22% are very confident their governance model can scale with AI-driven development.
The maturity advantage is clear
Organisations with stronger governance maturity are better positioned to deploy faster, manage change with more control, and scale ServiceNow without adding unnecessary risk.
Read 2026 Report
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What Will The 2026 Report Explore
Technical governance models and access control strategieso
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Compliance, audit readiness, and risk posture
AI readiness — measuring the real maturity curve
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