3 Everyone bought AI. Few built for it 6 Chaos is growing 13 Automating yesterday’s work 22 Reinvention starts here 32 Your AI roadmap 39 Appendix Table of contents 3 Introduction Introduction Chaos is growing Your AI roadmapContents Automating yesterday’s work Reinvention starts here Appendix Everyone bought AI. Few built for it 4 Is the world getting better at AI? Amit Zavery President, Chief Product Officer, and Chief Operating Officer ServiceNow For three years, we have been asking this simple question. This year, the answer requires an honest look at what is actually happening underneath the covers. AI spending is up 110%. Executive confidence has rebounded. Organizations have committed. By the surface measures, enterprise AI is moving fast. But beneath the momentum, the infrastructure required to execute AI at scale is largely not there. Data often sits in silos. Governance is frequently an afterthought. Investments remain fragmented