ServiceNow is shifting its strategy to target smaller businesses with a new AI-native platform. Chairman and CEO Bill McDermott announced the expansion during the company's Q2 2026 earnings call. The initiative aims to capture a market McDermott calls the Fortune 500,000.
The product features a conversational service desk experience that replaces traditional tickets with AI-coded automation. Several customers are currently testing the offering in a beta phase.
This launch marks the company's first move into a product-led growth model. It is the first in a series of planned AI-native products designed to compete with legacy systems and mid-market startups.