This document may contain “forward-looking” statements that are based on our beliefs and assumptions and on information currently available to us only as of the date of this document. Forward-looking statements involve known and unknown risks, uncertainties, and other factors that may cause actual results to differ materially from those expected or implied by the forward-looking statements. Further information on these and other factors that could cause or contribute to such differences include, but are not limited to, those discussed in the section titled “Risk Factors,” set forth in our most recent Annual Report on Form 10-K and Quarterly Report on Form 10-Q and in our other Securities and Exchange Commission filings. We cannot guarantee that we will achieve the plans, intentions, or expectations disclosed in our forward-looking statements, and you should not place undue reliance on our forward-looking statements. The information on new products, features, or functionality is intended to outline our general product direction and should not be relied upon in making a purchasing decision, is for informational purposes only, and shall not be incorporated into any contract, and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion. We undertake no obligation, and do not intend, to update the forward-looking statements. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated. Generative AI FAQs What is Generative AI Controller? Generative AI Controller allows customers to easily connect to, configure, and govern large language models such as: • Now LLM • OpenAI * • Azure OpenAI * • Google Cloud (Vertex AI) Generative AI Controller reduces the need to rely on tedious script and code; all customers need is a subscription, and they can quickly begin to integrate generative AI into their workflows. Because Generative AI Controller is native to the Now Platform, it reduces integration complexity. For customers experimenting with generative AI to see what it can do for their business, the ServiceNow Generative AI Controller can be used for seamless integration on the Now Platform to unlock more efficient self-service and work experiences. For more information on Generative AI Controller, read this FAQ located here. * For custom-built generative AI use cases, out-of-the-box connectors are available for OpenAI or Azure AI. What large language models (LLMs) are currently supported by Generative AI Controller? As of September 2023, ServiceNow’s Generative AI Controller includes direct integrations with OpenAI, Azure OpenAI, and Google Cloud Vertex AI. You can also use ServiceNow’s LLM, Now LLM. The Controller has an extensible architecture which allows ServiceNow to add more LLM service providers in the future. What ServiceNow versions are compatible with Generative AI Controller & Now Assist? Vancouver Patch 2+ What is Now Assist? Now Assist is how we refer to generative AI experiences that support human interactions, in context of the users/personas, to get help, solve problems, and answer questions. It is designed to: • Reduce manual work for agents, with overviews and insights to help them complete work fast. • Deflect cases, empower people, and deliver engaging experiences with natural human language. • Generate content automatically, including intelligent search results, work notes, and knowledge base articles. • Boost developer productivity with intelligent code generation. This document may contain “forward-looking” statements that are based on our beliefs and assumptions and on information currently available to us only as of the date of this document. Forward-looking statements involve known and unknown risks, uncertainties, and other factors that may cause actual results to differ materially from those expected or implied by the forward-looking statements. Further information on these and other factors that could cause or contribute to such differences include, but are not limited to, those discussed in the section titled “Risk Factors,” set forth in our most recent Annual Report on Form 10-K and Quarterly Report on Form 10-Q and in our other Securities and Exchange Commission filings. We cannot guarantee that we will achieve the plans, intentions, or expectations disclosed in our forward-looking statements, and you should not place undue reliance on our forward-looking statements. The information on new products, features, or functionality is intended to outline our general product direction and should not be relied upon in making a purchasing decision, is for informational purposes only, and shall not be incorporated into any contract, and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion. We undertake no obligation, and do not intend, to update the forward-looking statements. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated. Generative AI FAQs How can Now Assist contribute to the growth of my business? With Now Assist, your business can: • Answer questions from users • Resolve incidents and cases faster • Optimize workforce productivity • Decrease human error • Deliver fast time-to-value for customers • Increase process efficiency • Improve self-service All of these benefits empower your business to drive productivity and growth all while reducing cost. How is Now Assist a one-of-a-kind solution? ServiceNow is the intelligent platform for end-to-end digital transformation and the world’s most powerful low-code enterprise workflow automation engine. The platform enables companies to leverage Now Assist, our generative AI experiences, in responsible ways to augment and accelerate processes for employees, customers, developers, admins, and platform owners to drive productivity, reduce cost, supercharge self- service and more across their enterprise. What solutions and capabilities are driven by Now Assist? Now Assist is available across our workflows and throughout Now Platform capabilities, including: • AI Search • Virtual Agent • Workspaces • Service portals • Scripting across the platform As of the Vancouver release, many workflow and industry solutions have pre-integrated generative AI capability offerings (i.e., Now Assist for IT Service Management, Now Assist for Customer Service Management, Now Assist for HR Service Delivery, Now Assist for Field Service Management, and Now Assist for Creator). How does ServiceNow handle data privacy and confidentiality with Now Assist? Our teams approach AI with care, keeping the trust and experience of our customers at the forefront. We know that it’s critical to have the right guardrails in place for customers, for their end-users and their customers. Please refer to the Data Handling & Security FAQ for more information on how we handle these concepts. This document may contain “forward-looking” statements that are based on our beliefs and assumptions and on information currently available to us only as of the date of this document. Forward-looking statements involve known and unknown risks, uncertainties, and other factors that may cause actual results to differ materially from those expected or implied by the forward-looking statements. Further information on these and other factors that could cause or contribute to such differences include, but are not limited to, those discussed in the section titled “Risk Factors,” set forth in our most recent Annual Report on Form 10-K and Quarterly Report on Form 10-Q and in our other Securities and Exchange Commission filings. We cannot guarantee that we will achieve the plans, intentions, or expectations disclosed in our forward-looking statements, and you should not place undue reliance on our forward-looking statements. The information on new products, features, or functionality is intended to outline our general product direction and should not be relied upon in making a purchasing decision, is for informational purposes only, and shall not be incorporated into any contract, and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion. We undertake no obligation, and do not intend, to update the forward-looking statements. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated. Generative AI FAQs Is Now Assist generally available? Now Assist for IT Service Management, Now Assist for Customer Service Management, Now Assist for HR Service Delivery, Now Assist for Field Service Management, and Now Assist for Creator are all generally available. How will Now Assist be priced and packaged? Please contact your account executive for more details. For More Information www.servicenow.com/genai