The company has more than 20,000 employees globally.
“The new generative artificial intelligence product (which has been integrated with ChatGPT) on our App Store was ideated here in India,” Pat Casey said.
While two members of the engineering team in India initiated the programme, many global teams collaborated to make this a global project, he said. “The work on this was commenced in Q1 (January-March) and released for use by our customers in a little over a quarter.”
In 2021, ServiceNow announced the acquisition of Intellibot, a robotic process automation company based in Hyderabad. Intellibot was founded in 2015 and gave ServiceNow a strong foothold in India. Hyderabad is now the biggest engineering hub for the company, said Casey.
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Most Indian IT firms have a dedicated ServiceNow practice that helps clients build solutions on their platforms. While it already has partnerships with companies like Infosys and Wipro, last Wednesday, Cognizant and ServiceNow announced a pact to advance the adoption of AI-driven automation across industries.“There is a lot of business that we have where customers want to evolve their own ServiceNow instance. We also have partners who run and build solutions on top of ServiceNow,” said Casey.
The alliance is expected to drive towards building a $1 billion combined business for Cognizant and ServiceNow. Wipro has announced a similar goal to build a $1 billion business with ServiceNow by the end of 2026. ServiceNow has over 30,000 people employed with such partner ecosystems based out of India.
Talking about the general technology investment sentiment, Casey said the company has not seen a collapse of demand although it differs across geographies.
“I think Europe’s a little tougher than the US. India is where the economy’s doing so well, it’s a different market. The US, Europe and APAC are mixed markets,” he said.
Customers are increasingly investing in portfolio optimisation, productivity and efficiency enhancement solutions, Casey said. He believes these demands will make way for a change in the revenue models for subscription-based services and products like ServiceNow.
“Right now, most enterprise software is still based on the named users or people who are authorised to use the software. This is probably going to shift to more usage-based pricing. I think it’s going to take time to get there,” said Casey.
The company has also increased its data centre presence in India to cater to the fast-growing client base here, said Casey. In 2022, ServiceNow announced the launch of two data centres in Mumbai and Bengaluru to help customers meet data residency requirements.
“We are seeing more and more pushes to have localised region-specific versions of our cloud and often there are also region-specific regulatory requirements. It does make it more complicated for us to do business, but it’s not unsolvable. And it’s also just the way the world is going,” said Casey.
ServiceNow has introduced AI (including generative AI) experiences in its premium IT Service Management (ITSM) Pro platform. Around 40% of its ITSM customers have adopted it and almost 60% of the new customers are opting for premium products, the company said.
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