© 2026 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. 1 Stand up and evolve a ServiceNow AI-Center of Excellence and Innovation Dr. Daniel Paschek Principal Customer Success Executive Carlos Veltel Customer Success Manager Principal Customer Success Executive Thomas Braun © 2026 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. 2 Abstract This whitepaper explores how a AI Center of Excellence and Innovation (CoEI) - the organizational construct designed to maximize the strategic value of ServiceNow - can be transformed into an AI-driven engine of continuous innovation – the so-called AI CoEI. As enterprises face accelerating change, the convergence of Artificial Intelligence (AI) and IT Agents is reshaping how work is designed, executed, and scaled. These capabilities move organizations beyond reactive operations, enabling predictive insights, autonomous process orchestration, and seamless cross-system integration. Through a structured three-stage maturity model - Foundational, Advanced, and Strategic - this paper provides a clear roadmap for integrating AI into every layer of the CoEI. It offers practical guidance on governance, stakeholder alignment, and technology adoption, ensuring AI becomes an embedded, enduring capability rather than a standalone initiative. Readers will gain actionable insights on how to align human expertise with intelligent automation, create measurable business impact, and maintain a competitive edge in a rapidly evolving digital landscape. The message is clear: organizations that operationalize AI within their CoEI will not only keep pace with change - but they will also define the future of work. © 2026 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. 3 1 Table of Contents Abstract .......................................................................................................................................................... 2 Table of Figures .............................................................................................................................................. 7 Table of Tables ............................................................................................................................................... 7 2 Introduction.......................................................................................................................................... 8 2.1 Who is this Whitepaper For? ......................................................................................................... 8 2.2 What’s in this Whitepaper ............................................................................................................ 8 2.3 Why you need a ServiceNow CoEI................................................................................................. 9 2.4 Key Takeaways ............................................................................................................................ 10 2.5 How does ServiceNow define a AI CoEI?..................................................................................... 10 3 Foundational Elements – your start to implement your AI CoEI .......