ServiceNow ITSM, ESM, ITAM, and DEX Announcements Spring 2026: Advancing AI with Autonomy and Governance

This IDC Market Note discusses ServiceNow's 2026 updates, which advance AI integration, autonomy, and governance across IT service management (ITSM), enterprise service management (ESM), IT asset management (ITAM), and digital employee experience (DEX), emphasizing AI governance, employee experiences, and security to address IT leaders' top priorities and concerns, as well as pricing and packaging that incorporate AI.

Executive Snapshot

• Key takeaways

In This Market Note

• Pricing and packaging announcements: AI in all ITSM and SAM packages, new entry-level ITSM and ESM packages, and AI Control Tower
• Moveworks integration: Conversational AI and enterprise search with ServiceNow's workflows and portal
• Australia release: A new AI specialist, DEX features, SAM features, and more
• Knowledge 2026 announcements: Autonomous AI workers and AI governance and security
• Knowledge 2026 messaging: AI governance and systems thinking

IDC's Point of View

Learn More

• Related research
• Synopsis