49 star. And companies need to control what’s happening out there. A lot of IT professionals have one key question in mind: ‘How do I govern this – and how do I ensure security, performance and data integrity across all of it?’ I think ServiceNow plays an important role in governing companies on their journey to become a frontier. Beyond the control tower message, what’s the bigger takeaway from the Knowledge 2026 event? I had several meetings with executives during the week. Most of them aren’t just sitting in AI chaos – they’re in their own chaos. They have a lot of systems and want a better understanding on how they can integrate all of them. When we talk about autonomous IT and the control tower, things are moving into the business process layer. I had a meeting with a customer about quality management – they want to integrate quality management of their product into IT, so that agents can operate across it. I even learned from a customer that they’re considering merging HR, IT and finance into one single entity. What I’m taking away from Knowledge 2026 is that IT is becoming more advanced to govern the entire AI estate – and this is not IT only. This is actually embracing the entire enterprise end-to-end. A year from now, how will agentic AI have evolved? For the past few years, the software has been dictating AI to the users. The software-as-a service components, the business process systems – they dictated how AI showed up. I think a year from now, we’ll probably see that pyramid reversed and the users will be driving the agentic behaviour into the systems. This means more personalisation of roles and of how people actually work – I may do the same job as my colleague, but we have different working patterns and agents will adapt to this. For example, Microsoft launched Frontier Tuning, a reinforcement learning environment that allow customers to get better results faster and cheaper by continuously adapting models and harnessing their data and workflows from real-world use. In other words, agents will drive personalisation and continuously learn based on the rubrics, patterns and skills associated with individual tasks or collections of tasks. I also see a lot of the agentic processing moving into the presentation layer on the user’s device as GPUs become embedded. You can see the Microsoft Windows PC announcement with Nvidia RTX Spark recently as an example. Photo: ServiceNow ServiceNow's Ashlea Miller interviewed Microsoft's Silvio Bessa at Knowledge 2026 to learn why the enterprises that master AI governance now will define what a frontier firm actually looks like
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