The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 32 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 0 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
Kedrosky: Enterprises buy SaaS for liability and vendor accountability, not innovation
“There's a deep misunderstanding about why companies buy software. It's not because they think service now or Salesforce or whoever is somehow, you know, bold innovators that could not be replaced. No, it's because they have a problem. They don't want to build …”
Canney: ServiceNow scaled from 14K to 30K employees without adding HR headcount
“But out of that process and governance, we were able to come up with the use cases that deployed agents and AI into our people operations space, and it did double the output, more than double the output of what our people could do in people operations to serve…”
Zavery: In-house enterprise AI costs 5x to 10x more than ServiceNow
“We've done numbers calculations. The cost of building everything yourself with all this technology which is changing every five seconds is five X to 10 X. Of what you would buy from us.”
Zavery: ServiceNow's AI replaces human level-1 support, resolving issues in 20 minutes
“This AI especially, so we have this idea of level one support engineer. It's completely AI driven, right? It can replace everything humans do. And we can close a case or resolve an issue in two, 20 minutes versus two hours. But that is guaranteeing you a resul…”
McDermott: ServiceNow customers will build 1 billion apps within two years
“There's going to be a billion apps built in the next two years by the customers we serve on our platform.”
ServiceNow and NVIDIA publish enterprise benchmarks for frontier model labs to train on
“One of the things we haven't talked about is we work together to actually publish benchmarks that the frontier models then use to train on to make those use cases that we jointly care about that are really focused on enterprise use cases better for our enterpr…”
ServiceNow automated 90 percent of its internal IT support requests this year
“Yeah, we've automated 90% of our support requests this year, so most of our issues are just immediately resolved and somebody doesn't have to wait.”
Romack: AI resolves 90% of ServiceNow's internal IT tickets autonomously
“We were able to move 90% of everything that came through the IT service desk, 90, 90%, from first touch to resolution autonomously with AI.”
Romack: ServiceNow redeployed 85% of IT desk staff to higher-value roles
“We took 85% of those people, and we moved them to higher value jobs. We moved them to SecOps. We moved them to AIOps, right? We moved them to EBCs. And now I have 15%, and I'm coming back to the point of your, point that you made, we have 15% left on that IT s…”
Romack: ServiceNow reduced commission inquiry time from four days to eight seconds
“It used to take four days. So we reimagined it. We put AI on it with security, and we did it in eight seconds. Four days to eight seconds.”
Canney: Easier to teach AI-native hires the enterprise than vice versa
“We need people who can demonstrate they have the agility, they have the adaptability. We can teach them if they're AI native, which is like how we hire, we can teach them the enterprise. We can teach people a lot of things that maybe is easier to do than teach…”
Zavery: Compliance accounts for 30% to 40% of ServiceNow's cost structure
“30%, 40% of my cost structure is compliance with different, different regulations.”
Zavery: AI will accelerate software vendors that integrate the technology
“People, I think, are misunderstanding that AI will take out all the software companies. I'm sure there's some software companies just like with any transformation happening in the technology will have a problem, right? Which happened during cloud, which happen…”
Ulta uses software to navigate complex, location-specific California employment laws
“The California laws, from an employment perspective, vary sometimes by county, by city, and so we can put that into a system and that With ServiceNow, and it can tell that you live in this city, in this state, so this policy applies to you. So when you're aski…”
Ulta VP: AI makes migrating historical intranet knowledge relatively easy
“We're about to replace our intranet, and moving, moving content, all of our knowledge, our historical knowledge, from our existing legacy solution to ServiceNow should be relatively easy with AI, to be honest.”
ServiceNow builds autonomous AI agents mapped directly to existing human job roles
“Look, the way to think about what is relevant is to think about what jobs do people do today? And then to look at augmenting that and providing autonomous AI that does the same job. That's the way we're looking at this. So when we look at, Hey, how should we d…”
ServiceNow reports AI reduces IT support resolution times by up to 99%
“And so we are seeing resolution times be reduced by as much as 99%. So if an AI can do it in five minutes, you don't have to wait days for a human to do it, and so resolution times really are drastically reduced when these things work.”
ServiceNow's Davis: Only a fraction of real enterprises have meaningful AI adoption
“There's still a fraction of real enterprises that have meaningful AI adoption throughout the enterprise, and so when I just think about the next couple of years, it's going to be about adoption and deployment in really, really complex business scenarios.”
Enterprise AI requires wrapping probabilistic LLMs in strict, deterministic security harnesses
“There is an LLM that's reasoning and planning at the core. But there is a harness around it that provides a lot of determinism. And so that determinism is adding in governance, security, trust, integrations, permissions, and that's really what's going to make …”
NVIDIA's El Hallak: Future enterprise systems will govern humans, agents, and robots
“I think in a couple years time, we'll be sitting here talking about how AICT governs, helps govern humans, agents, and robots.”
Romack: ServiceNow has achieved 95% internal AI adoption
“And that's how we have 95% adoption across the company with AI.”
Canney: ServiceNow assessed its entire company on role-specific AI capabilities
“We assess the whole company on AI capability. So that we knew, and we didn't use it as A scare tactic or anything like that. It was like, how to do better in your job. So each role, and the assessments were built around the roles that you had, so we didn't all…”
Zavery: AI is useless on its own without integration into workflows
“End of the day, it's by itself, it's useless. I think that's the problem I have with AI. It's a great technology, but if you don't bring it into the solution, you don't bring it into product, instead of just going to roll, just use that as a technology point t…”
Enterprises will not replace the AI tools native to their SaaS platforms
“There's the embedded tooling. So like the things like the Salesforce conversations or the ServiceNow conversations, there's a lot of AI that's embedded within the workflows and the information being gathered. And a lot of that, you're not necessarily going to …”
McDermott: 80% of enterprise digital transformation investments fail to deliver positive ROI
“And 80% Of those billions of dollars that got invested by these companies in digital transformation has failed to deliver a positive ROI return on investment.”
Ulta plans to use AI agents for employee onboarding and promotions
“Well, I mentioned we're moving we're gonna move our corporate internet, right, with beside HR, our store operations team and then after that we're gonna move to employee life cycles, right, so we're gonna use, hopefully use AI to help onboard new employees, an…”
El Hallak: ServiceNow Is Making 20 Autonomous Agents Available Alongside Project Arc
“Kind of a super exciting part about our partnership with ServiceNow is they talk about 20 autonomous agents that they've, you know, they're making available. These are in addition to these, you know, to project arc.”
ServiceNow runs fine-tuned models on internal GPU clusters using NVIDIA software
“We have a range of models that we use for different use cases from the frontier models to fine tune models that we're running on NVIDIA software inside of our own GPU clusters inside of ServiceNow.”
Romack: 91% of ServiceNow customer support is handled via self-service and AI
“I think it's 91% of all of our customer support is handled through self-service and AI.”
Romack: ServiceNow runs an AI Control Tower monitoring all internal agents in real time
“So we have a AI control tower that we can look at any point in the day, see how many AI agents are running, both ServiceNow and third party, what the adoption is, how, how people are using that, what the metric is, and what the values created, and what the lon…”