ServiceNow Unveils AI Governance Strategies at Summit Madrid

ServiceNow held its AI Summit in Madrid 2026, focusing on the future of agent-based AI in the Spanish business landscape. Key announcements included a roadmap for orchestrating AI applications, with an emphasis on governance, data quality, and return on investment (ROI). Luis Miguel Domínguez highlighted the trend towards 40% of business applications being agent-driven by 2026, reflecting a move towards a coordinated ecosystem. Notably, recent acquisitions like Beza and Moveworks signal ServiceNow's substantial investment exceeding $10 billion in integrating identity management and operational workflows.

The summit also addressed the challenges of AI project profitability, with Nir Evron outlining four principles for effective development. The introduction of “Henry,” an autonomous agent for IT support tasks, exemplifies this approach. Gonzalo Fiuza, CISO, emphasized the need for strict lifecycle management to meet regulatory requirements, including compliance with the EU’s AI Act. The AI Control Tower tool aims to facilitate immediate responses to audits, further enhancing corporate governance and minimizing risks associated with AI deployment.