AI Maturity in Technology July 2025 2 A I M A T U R I T Y I N T EC HNO L O GY Preface With all the hype around AI, we were initially surprised by the lead finding from our annual Enterprise AI Maturity Index study. We surveyed 4,473 organizations in 16 countries worldwide about their progress implementing and capturing value from AI. Self-reported AI maturity scores fell by an average nine points year over year, representing a 20% drop relative to 2024 levels. Despite being the top-scoring industry in our survey, technology organizations also saw a nine-point decline. Yet that's not surprising when you consider what has transpired in the last 365 days, from the rise of agentic AI to constant headline news coverage, emergent AI startups, and convergent messaging from software players. The reality is that AI is evolving faster than the ability of most tech providers to deploy the technology effectively. We feel your pain and we want to help you break through the noise. This report you’re about to read has three main goals: 1) Provide industry benchmarks to help you understand the lay of the land 2) Preview where the Pacesetters (industry leaders in AI) are going 3) Offer a point of view on what to do next Sneak preview: ServiceNow and NVIDIA are all-in on AI, because we have seen firsthand the organizational gains and improvements that can be achieved by leveraging the right AI platform. In fact, we believe the only way to harness the potential of AI is through the power of a unified, orchestrated, and AI-native platform. We also recognize that there are a broad set of organizational capabilities, including talent, design, process redefinition, and governance, that are essential to unlocking AI’s potential in every industry. As always, we invite conversation and dialogue, and we welcome the opportunity to better understand what is transpiring within the four walls of your organization. Thank you for checking out our perspective on AI maturity for technology organizations. Holly BriedisColin Fleming Chief Marketing Officer, ServiceNow Senior Vice President, Global Industry Go-to- Market, ServiceNow © 2025 ServiceNow, Inc. All Rights Reserved. © 2025 ServiceNow, Inc. All Rights Reserved. 3 AI is revolutionizing the technology industry While all industries will be transformed by AI, none will experience a more profound impact than the technology sector. Many leaders across the industry believe AI will be a powerful force reshaping every area of technology, from software and hardware development to IT services. “AI has the potential to redefine how technology companies operate and evolve,” says Chris Shea, vice president consumer internet at NVIDIA. “Its impact is likely to be even more disruptive for technology companies than for other industries. It will lead to true transformation by allowing companies to look outside of their core business and identify hidden value that they can unlock.” Chris Bedi, ServiceNow’s chief customer officer and enterprise AI advisor, agrees. ”Just like in every other industry, AI has the potential to boost technology companies’ top line revenue and increase margins by cutting costs and driving efficiencies,” he says. “But one area that doesn’t get talked about as much is AI’s ability to improve the speed at which companies innovate and deliver that innovation to market. This is especially important for the technology industry, where speed to value is a competitive advantage.” For tech companies, AI is a turbocharger Despite a decline in overall AI maturity, most of the technology firms we surveyed are already seeing benefits from AI adoption: 90% report higher productivity, 88% have improved experiences, and 86% cite revenue growth. AI’s seismic impact on the technology industry can be seen in the leaps in market value enjoyed by some of the biggest players in the industry. For these firms, AI is not just driving massive efficiencies and cost savings, but it is also igniting tremendous growth through the launch of AI services, wider client penetration, and new business models.