NTT DATA ServiceNow Insights and Vision Report 2026/27

Key findings

Fix fragmented foundations before scaling AI
The gap between AI ambition and AI readiness in enterprise service management is where ROI is currently being lost. Before scaling their AI capability, organizations must address the infrastructure challenges that are silently undermining AI investment.

Redesign service processes before deploying agents
Fragmentation and legacy processes are impacting AI value realization. Layering AI over broken workflows does not make them intelligent — it makes them unreliable and inefficient. 

Define governance control points early
As AI use grows across business units, gaps in ownership, access, data use and oversight will widen. To manage adoption on their own terms, organizations must establish clear decision rights, guardrails and monitoring now.

Build measurement models from day one
47% of leaders describe demonstrated AI return as anecdotal. Organizations that will get the most value from AI investment will be the ones that measure it in terms a CFO will fund.

Fund workforce readiness alongside platform investment
Having addressed infrastructure, fragmentation, architecture, and measurement, the most urgent remaining imperative is not technical. The technology, in most cases, is ready. The workforce is not.

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