Salesforce has come up with the most credible threat yet to ServiceNow, and Benioff is crowing about it

ServiceNow’s dominant spot among IT service management (ITSM) platforms is facing its “most credible” threat to date, as longtime platform rival Salesforce has rolled out an AI agent-powered product that has won early plaudits from one of the largest credit unions in the US.

Salesforce CEO Mark Benioff crowed to investors on Wednesday that the company’s Agentforce IT Service, which debuted in October, was already winning customers and saving them money. He singled out PenFed, one of the nation's largest credit unions, as one of the early users and claimed PenFed is projecting a 30 percent cut in operating costs, and $2 million in savings.

“It is killer,” he said. “So tell your friends who need ITSM, they can get it now from Salesforce.”

ServiceNow has repeatedly topped Gartner's ITSM market-share rankings and this year it was the only vendor named a Leader in the analyst ...