ServiceNow Innovation Brief Addresses Agentic AI Amidst 9-Point Decline in Enterprise AI Maturity

Brian Solis, Head of Global Innovation at ServiceNow, has announced the release of a new research paper, "The Agentic Enterprise Revolution: How AI agents will reshape work, IT, and the future of business." Solis stated on social media, "> My first research paper in years! 🌟", highlighting his return to research. Co-authored with ServiceNow Chief Innovation Officer Dave Wright, the paper emerges from the ServiceNow Innovation Office and is available for free download, aiming to provide critical insights into the transformative impact of AI agents on the modern enterprise landscape.

The innovation brief delves into the concept of an "agentic" future, where AI agents form a new digital workforce. Inspired by NVIDIA CEO Jensen Huang's vision of IT resembling HR for AI agents, the paper emphasizes the necessity of orchestration to prevent these agents from becoming "agents of chaos." It outlines how businesses can reimagine their operations by integrating AI agents at scale, moving beyond simple automation.

Brian Solis, a renowned digital futurist and best-selling author, brings extensive experience from roles at Salesforce and Google to his current position at ServiceNow. Dave Wright, with nearly 30 years in the IT industry and a decade-plus tenure at ServiceNow, leads the company's innovation efforts. Their collaboration through the ServiceNow Innovation Office underscores the company's commitment to fostering forward-looking conversations about AI business transformation.

The release comes as a recent ServiceNow and Oxford Economics 2025 Enterprise AI Maturity Index revealed a nine-point decline in average AI maturity scores year-over-year, from 44 to 35 on a 100-point scale. This decline suggests that while AI tools proliferate, many companies struggle with siloed data and a lack of orchestration for AI agents. ServiceNow President Amit Zavery noted, "> Despite the explosion of AI tools, many companies are still missing something crucial: orchestration. AI agents are popping up everywhere but not working together."

"The Agentic Enterprise Revolution" serves as a guide for organizations navigating this complex landscape, stressing that "the future of work isn’t just automated, it’s agentic." Solis further elaborated on the potential, questioning, "> What if we create net new services or products or capabilities because of AI where human and machine work together to do what they couldn’t do yesterday?" The paper provides insights for companies to address current AI integration challenges, offering a roadmap to harness AI's potential for innovation and transformational investment, and is freely accessible to foster crucial conversations.