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$NOW CEO Bill McDermott says AI can identify problems but it cannot fix them. ServiceNow sits on 80B enterprise workflows across legacy systems and acts as the “last-mile” execution layer.

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Shay Boloor

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137,547 Aufrufe • vor 3 Monaten •via X (Twitter)

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$PLTR $NOW Palantir is coming for ServiceNow. I've gotten plenty of pushback on this, but after watching the Hertz presentation at AIPCon 10, I think it’s happening. Hertz demonstrated a workflow that looks something like this: • A vehicle is returned. • The system already knows its location, mileage, maintenance history, damage history, and rental schedule. • An issue is identified and entered into the system. • A maintenance workflow is generated. • The task is assigned to the appropriate team. • The vehicle is routed to the correct queue. • The relevant employees are notified. Historically, this is where ServiceNow creates value. A problem is reported. A ticket is created. The workflow is managed. What Palantir demonstrated is different. Once an issue enters the system, AIP can help determine the appropriate response, generate tasks, assign work, route resources, and track execution all autonomously. In other words: ServiceNow manages the workflow. Palantir is increasingly orchestrating it. Now before the $NOW crowd comes after me, ServiceNow is much broader than ticketing alone. It powers IT service management, employee onboarding, HR workflows, finance operations, security operations, and enterprise service management across some of the largest organizations in the world. But Palantir's AIP is increasingly capable of: • Monitoring systems • Detecting anomalies • Recommending actions • Generating tasks • Assigning work • Tracking execution • Measuring outcomes I'm not saying Palantir replaces ServiceNow tomorrow, but Palantir is starting to make the ticketing system unecessary.
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$PLTR $NOW Palantir is coming for ServiceNow. I've gotten plenty of pushback on this, but after watching the Hertz presentation at AIPCon 10, I think it’s happening. Hertz demonstrated a workflow that looks something like this: • A vehicle is returned. • The system already knows its location, mileage, maintenance history, damage history, and rental schedule. • An issue is identified and entered into the system. • A maintenance workflow is generated. • The task is assigned to the appropriate team. • The vehicle is routed to the correct queue. • The relevant employees are notified. Historically, this is where ServiceNow creates value. A problem is reported. A ticket is created. The workflow is managed. What Palantir demonstrated is different. Once an issue enters the system, AIP can help determine the appropriate response, generate tasks, assign work, route resources, and track execution all autonomously. In other words: ServiceNow manages the workflow. Palantir is increasingly orchestrating it. Now before the $NOW crowd comes after me, ServiceNow is much broader than ticketing alone. It powers IT service management, employee onboarding, HR workflows, finance operations, security operations, and enterprise service management across some of the largest organizations in the world. But Palantir's AIP is increasingly capable of: • Monitoring systems • Detecting anomalies • Recommending actions • Generating tasks • Assigning work • Tracking execution • Measuring outcomes I'm not saying Palantir replaces ServiceNow tomorrow, but Palantir is starting to make the ticketing system unecessary.

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