How AI and cybersecurity are reshaping ServiceNow

ServiceNow, a major IT service management (ITSM, software that helps companies manage their IT operations) platform, is shifting its business model away from charging per employee "seat" toward consumption-based pricing for services like AI tokens and cybersecurity, driven by concerns that AI agents could automate away the need for traditional software subscriptions. The company acquired Armis, a cybersecurity platform that can detect and respond to threats across many types of devices, signaling a strategic pivot toward combining AI and cybersecurity capabilities into a unified offering.