Core Insights - xtype has launched the 2026 State of ServiceNow Operations Survey at the ServiceNow World Forum in New York, inviting customers to share insights on governance, AI adoption, and platform ROI [1][2] - The survey aims to benchmark the current state of ServiceNow delivery, focusing on managing complexity, enforcing technical governance, and preparing for GenAI [2][3] Survey Objectives - The 2026 survey will help ServiceNow teams benchmark their maturity, identify gaps in technical governance, and learn from peers on scaling safely and delivering faster [3][4] - The previous report highlighted critical technical governance challenges, emphasizing that ServiceNow is an ecosystem of interconnected instances, which requires proper governance to avoid risks and productivity losses [3][4] Operational Focus - The survey will examine operational realities such as environment sprawl, change control, upgrade strategies, and audit readiness [2][4] - Key findings from the previous report indicated that 70% of organizations reported negative impacts on development workflows due to clone-down processes, and only 57% of mature users utilized commercial tools for deployment automation [5] AI Adoption and Governance - 70% of respondents plan to adopt Gen AI within 12 months, indicating significant investment in AI capabilities [5] - Effective technical governance is essential for accelerating delivery while maintaining compliance and security as companies expand their ServiceNow usage [4][5] Participation and Insights - ServiceNow customers are encouraged to participate in the survey, which takes approximately 5 minutes to complete, and participants will receive early access to the report [6] - The insights gained from the survey will assist organizations in navigating operational challenges and building a foundation for AI and beyond [6]