ServiceNow AI Control Tower Targets Security, Governance and Enterprise ROI

ServiceNow’s AI Control Tower is designed to help enterprises secure, govern and manage AI agents across platforms while monitoring costs, controlling spending and measuring ROI—addressing security and risk concerns that remain major barriers to adoption. AI adoption is accelerating: usage increased ninefold from Q1 to Q2, more than 50 customers now pay over $1 million for new AI packages, and ServiceNow raised its 2026 AI target from $1 billion to $1.5 billion. Agentic workflows are producing significant customer savings, including a reported 65% reduction in IT service-desk costs for Raleigh and potential savings exceeding $5 million for a European energy company. ServiceNow NYSE: NOW President and Chief Financial Officer Gina Mastantuono said customer conversations are increasingly centered on deploying artificial intelligence at scale while maintaining security, governance and cost controls. Speaking at Citi’s TMT conference, Mastantuono said customers are looking beyond AI-driven productivity gains toward business-model innovation and revenue growth. However, she said security and risk management have consistently been the largest obstacles customers cite when considering large-scale AI deployments. "AI is just top of mind for everyone," Mastantuono said. "What it means for these companies, not only from a productivity perspective, but from a business model innovation perspective." Mastantuono highlighted ServiceNow’s AI Control Tower as a central topic in customer discussions. The product is designed to enable customers to manage, govern and secure AI assets across their technology estates, including ServiceNow agents, third-party agentic platforms and internally developed agents. She said the offering provides organizations with the ability to monitor costs, manage spending by department or manager, turn off agents when necessary and assess return on investment for individual AI initiatives. Customers can also use the platform to determine whether a task requires a more advanced AI model or a less costly option, she said. AI Control Tower is sold as part of ServiceNow’s broader product portfolio rather than typically as a standalone product, according to Mastantuono. She characterized it as part of customers’ overall AI deployment strategies. Mastantuono said market noise around AI, including earlier debates over building versus buying AI capabilities, has begun to clear. She said customers increasingly recognize that large language models alone cannot address all enterprise needs. ServiceNow’s strategy of integrating with multiple models, hyperscalers, application providers and data warehouses gives customers flexibility as their technology strategies evolve, she said. At its Knowledge conference, ServiceNow introduced new AI-native packaging tiers called Foundation and Advanced, alongside its highest-tier Prime offering, formerly known as Pro Plus. The new tiers are intended to give customers access to AI functionality without requiring them to purchase the company’s most advanced package. Mastantuono said the Foundation and Advanced tiers carry expected pricing uplifts of 20% to 30%, while the Prime tier’s pricing was unchanged and continues to generate roughly a 30% uplift. She said the company did not raise prices for customers that choose its base standard products without AI capabilities. More than 50 customers are paying mo...