ServiceNow Bets on India with AI Workflow Factory as Enterprise AI Investment Surges 119%

ServiceNow Unveils AI-Driven Products at World Forum Mumbai

ServiceNow announced AI Workflow Factory and Autonomous Engineer at its World Forum in India on Tuesday, October 6, marking a strategic push to help enterprises deploy AI-powered workflows across their organizations1

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. The enterprise software major is betting that its next growth phase in India will come from businesses putting AI to work across processes, moving beyond traditional IT service management into a broader enterprise operating system1

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The launches address a critical execution gap created by fragmented, legacy infrastructure that prevents enterprises from scaling AI adoption2

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. AI Workflow Factory creates a continuous workflow improvement loop, while Autonomous Engineer brings autonomous capabilities into software development, including planning, building and testing1

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India Emerges as Key Market for AI Adoption in Indian Enterprises

India's enterprise AI investment grew 119% in a single year, one of the strongest showings among markets surveyed in ServiceNow's 2026 Enterprise AI Maturity Index2

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. CIOs are increasingly looking at deploying technology across customer experience, employee operations, software development and business processes1

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ServiceNow India tech and business centre head Sumeet Mathur said the company's India strategy rests on three interconnected opportunities: domestic enterprises, global capability centres and its large technology partner ecosystem1

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. The company is seeing growing willingness among Indian CIOs and CISOs to explore disruptive AI use cases rather than simply run small pilots1

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AI Governance Gap Despite Rapid Investment Growth

Despite the surge in AI investment, only 22% of Indian enterprises have AI testing, auditing and risk-assessment processes in place, according to a ServiceNow AI maturity assessment1

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. This governance gap represents both a challenge and opportunity as enterprises move from individual AI experiments to multiple deployments across organizations.

Amit Zavery, president, COO and chief product officer at ServiceNow, emphasized that AI governance cannot become an excuse for delaying AI adoption but needs to be built into the process early. "It just slows you down enough to run faster later. If you're going to run faster without any kind of brakes around it, it will crash," Zavery said1

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How AI Workflow Factory Connects the Enterprise Operating System

AI Workflow Factory creates a continuous loop connecting Process Mining, Autonomous Engineer and Build Agent, and App Engine to deliver repeatable AI transformation2

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. Process Mining identifies which business processes should change, tied to KPIs that business units measure. The system then builds new workflow improvements and runs them safely at scale.

For example, if a business wants to increase case deflection by 20 percent across several business units, Process Mining shows where cases can be deflected, the factory builds the workflows, and autonomous AI agents roll them out across business units in tandem2

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. All operations remain within guardrails set in AI Control Tower, which governs AI assets throughout the loop2

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Partner Ecosystem Drives Deployment Across HR, Finance and Beyond

ServiceNow's partner ecosystem in India is adopting AI Workflow Factory and deploying new developer capabilities including unattended coding for autonomous planning2

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. Bhaskar Babu, ServiceNow Business Group India lead at Accenture, said the platform helps organizations build and sustain AI automation across applications and systems they already use, bridging the gap between AI investment and measurable business outcomes2

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Anant Adya, EVP and Co-Head, Cloud, Infrastructure and Security at Infosys, noted that ServiceNow's solutions help enterprises move from isolated AI initiatives toward secure, scalable and continuously improving intelligent systems2

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. The company has been expanding beyond IT service management into HR, customer service, finance, supply chain, legal and workplace operations1

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Positioning Against Hyperscalers and Model Providers

ServiceNow aims to differentiate itself from hyperscalers like Microsoft, Google and AWS by sitting one layer above infrastructure and AI models, connecting them to enterprise systems where work actually happens1

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. While companies such as OpenAI and Anthropic provide frontier models, ServiceNow wants to be the operating layer through which enterprises introduce AI into existing business processes without replacing their technology infrastructure1

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For enterprises in regulated sectors such as BFSI and telecommunications, ServiceNow India's data centers provide resilience, auditability and the oversight required to put AI to work responsibly2

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