Devhd: ServiceNow moves to AI by default, providing customers with a native AI-powered experience across all products and packages

ServiceNow marks a major shift in the enterprise platform market, integrating AI capabilities directly into the platform, no longer offering them as separate options.

Originally announced in April and reconfirmed at the global Knowledge 2026 event, the new model reflects the industry’s transition to AI-native platforms, where artificial intelligence becomes a default component of the way of operating, not an add-on.

The new model is structured on three levels – Foundation, Advanced, and Prime – that reflect varying degrees of maturity in the use of AI, from automating core tasks to fully autonomous processes. This approach fundamentally changes the way companies adopt technology: AI is no longer an additional option, but part of the platform’s standard architecture.

In parallel, ServiceNow presented relevant developments in the direction of operational automation, including the development of “AI specialists” capable of taking over activities specific to the L1 Service Desk level. According to the data communicated by the company, up to 90% of the requests addressed to the internal IT department could be managed autonomously, without human intervention, with significantly improved resolution times.

Devhd, a Premier ServiceNow partner, was present at Knowledge 2026 in Las Vegas, where the company’s representatives participated in sessions dedicated to new AI capabilities and their impact on customers. The Devhd team includes certified architects at the highest level, directly involved in the evaluation and application of these changes in the projects carried out for clients.

“The direction is clear, but the difference will be made in execution. In many organizations, the challenge is not the technology itself, but its integration into an existing ecosystem, built over years of processes and configurations,” says Adrian Herdan, Founder & CEO of Devhd.

The unified approach – a paradigm shift

The new direction marks a shift to integrated platforms, where data, processes and automation work as part of the same operational infrastructure. Each product in the ServiceNow portfolio includes natively integrated data connectivity, automation, and governance capabilities without the need for separate procurement or complex integration projects.

This approach aims to reduce the technology fragmentation that exists in most organizations, where multiple applications operate in isolation, each with its own different data models and rules.

Global AI adoption is growing rapidly

The announcement comes at a time when global AI adoption continues to grow rapidly. According to data published by Exploding Topics, 78% of companies worldwide are already using artificial intelligence, and 90% are either using or exploring the implementation of AI in their organizations. However, the results remain uneven: an IBM study of global managers shows that only 25% of AI initiatives have so far generated the expected return, and only 16% have scaled to the enterprise level.

In a context where many organizations are still experimenting with isolated AI projects, the direction of the industry indicates an accelerated transition to integrated platforms, where AI, data, and automation operate

as part of the same operational infrastructure. Bill McDermott, CEO of ServiceNow, points out that “the real value of artificial intelligence comes when it is integrated directly into operational processes, not used as a set of isolated tools.”

In Romania, from Devhd’s experience in automation and AI projects, most organizations are still at an early stage in terms of integrating artificial intelligence into operational processes, with many initiatives being limited to one-off projects or isolated experiments.

In this context, the transition to a model in which AI is implicit changes the way organizations plan their technological and operational evolution.

“The difference in the coming years will no longer be between companies that use AI and those that don’t, but between those that use it efficiently and those that really capitalize on it,” adds Adrian Herdan.

AI will help organizations not only better organize their flows and processes, but also implement new projects faster. Bill McDermott mentions that “operational processes that were previously implemented in years, now take only 30 days”. At the same time, integrating AI directly into workflows helps reduce manual effort, automate repetitive decisions, and increase execution speed at the organizational level.

Another trend identified by Bill McDermott refers to the role of AI agents taking on large volumes of work, so that companies will become more productive without increasing the number of employees, offering them new roles, where the human experience will have a greater impact. ServiceNow claims that the new model will allow companies to move to autonomous operations where AI agents not only recommend actions, but can execute complete processes in a controlled and governed manner.

In an economic environment where speed of execution, efficiency and adaptability become essential, organizations are looking for platforms that can connect data, automations and processes in a seamless and scalable way. The evolution announced by ServiceNow reflects this paradigm shift and indicates the direction in which the enterprise market is heading: towards operating models in which AI no longer only has a supporting role, but becomes an active part of the functioning and development of organizations.