ServiceNow unworried by Salesforce firing shots across its bow

In October, Salesforce debuted Agentforce IT in a direct challenge to ServiceNow’s ITSM product, and analyst firm Forrester’s vice president and principal analyst Charles Betz rated it the “most credible threat” ServiceNow has ever faced.

ServiceNow isn’t worried.

“We’re not talking about models. We’re not talking about things that are commoditized,” Heath Ramsey, the company’s group vice president of outbound project management for the AI platform, told The Register.

“People are talking about workflow. We feel like we do it better. I know we do it better. We become a platform for work in the enterprise and we also become the AI control tower for work in the enterprise,” he added.

Ramsey said generative AI has opened customers' eyes to using automation as a part of their business transformation in a way that the 21-year-old ServiceNow hasn’t seen before. By focusing on processes ...