Annual Report 2024 PUT AI TO WORK FOR PEOPLE Dear ServiceNow Stakeholders, Looking back on another unprecedented year, we owe steadfast appreciation to our customers, employees, and partners. The Board of Directors and I are inspired by this rapidly expanding global community that believes in our technology, our company, and our enduring purpose to make the world work better for everyone. We are proud of living up to the highest expectations, exceeding them at every turn, and building a company that has transcended the historical benchmarks of our industry. Our founder, Fred Luddy, instilled values in this company that keep us ever hungry to continue our journey and ever humbled by the trust you have invested in us. These values are the soul of ServiceNow and the foundation of our bright future. Our Winning Vision In 2019, I joined ServiceNow with a bold ambition: to put ServiceNow on its rightful path to be the defining enterprise software company of the 21st century. We challenged our employees to dream big, to see beyond what has ever been done before, and to fundamentally transform the way the world works. We told our customers that their biggest challenges would become, through our partnership, the greatest opportunities. Together, we turned those words into action. Today, ServiceNow is stronger, faster, and more innovative than ever. We have shattered records, set new standards, and become the heartbeat of enterprise AI-powered digital transformation. More than anything, we have built a company that stands apart – defined by the passion of our people and its unwavering commitment to customer success. One of One This year we surpassed a major milestone: achieving nearly $11 billion in revenue while maintaining world-class profitability. Only a handful of enterprise software companies have ever crossed this threshold. ServiceNow did it faster than any other on an organic basis. Our innovation velocity is second to none. We have a world-class go-to-market machine. We are proud to be a growth company that focuses on delivering for shareholders. With our net-new innovation, market differentiation, and a workforce driven by elite-level execution, the business is not just growing—it is setting new standards for value creation. ServiceNow is “one of one”: a 20%+ growth company at scale, with margin expansion, and significant free cash flow generation. We are operating at the rule of 54+ (1) and we are on track to achieve our medium- term target of $15B+ by 2026. Our AI platform for business transformation uniquely brings solutions to every corner of the enterprise. We are building products for next-generation AI use cases for all industries and personas across the enterprise. Our total addressable market has expanded every year, most recently with our entry into the data market with our Workflow Data Fabric. We Put AI to Work for People For years, emerging technologies have captured the world’s attention. The rapid evolution of AI is the most consequential of them all, surpassing the transformative power of the internet, cloud, and mobile business. For ServiceNow, generative and agentic AI are unique opportunities to once again validate the core thesis of our market position. ServiceNow is a platform of choice for integrating any reference architecture, offering “safe passage” from legacy technologies to the AI future. We accommodate any AI model into our platform – those built by third parties, built by customers, or the models built by ServiceNow. Because ServiceNow is positioned as the orchestration layer above the enterprise technology stack, we are uniquely qualified to support businesses in analyzing, managing, and governing AI agents as the “AI control tower” for business transformation. Because our AI agents are navigating a fully-integrated platform architecture, they can unlock a faster path to meaningful ROI for our customers. AI will remain a fast-evolving landscape. Many market participants, new and old, will not survive or choose not to participate in the rigors of enterprise AI at global scale.