ServiceNow Bets on Measurable AI Wins While Redrawing Its Payroll

ServiceNow is asking investors to judge its artificial intelligence push by what customers actually accomplish with it — and this week it supplied two fresh yardsticks alongside a workforce overhaul that cuts both ways.

The most concrete figure came from Keysight Technologies, whose sales staff now produce quotes 40% faster using ServiceNow's CRM and CPQ solution, according to the company. The time spent setting up and maintaining configurations fell by 50–80%, and the tool serves both direct sales and digital commerce at Keysight. For a company restructuring its headcount in the name of AI, that is the kind of hard operational number that carries more weight than talk of new competencies.

LTM Expansion Widens the Agent Footprint

ServiceNow and LTM plan to extend their use of AI agents to more than 700 shared customers, the two firms announced Thursday. The expanded partnership also covers joint sales activities. LTM says it has already deployed 1,500 ServiceNow AI agents in its own operations.

Agent-based AI applications with built-in governance and control sit at the center of the tie-up. Both partners intend to draw on the experience gained from LTM's internal deployment and to speed up their joint go-to-market efforts.

NBA Deal Puts EmployeeWorks to Work

A day earlier, ServiceNow and the NBA extended their partnership. The basketball league plans to use EmployeeWorks for onboarding new staff and for handling workplace service requests. The arrangement adds another defined use case to the roster, though its value will hinge on how the rollout performs day to day — unlike Keysight, where a speed gain is already on the table.

ServiceNow also unveiled its Hiring Assistant on Wednesday, joining the productivity assistants built for executives, HR leaders and HR business partners. The company says these tools are in a controlled availability phase, so deployment remains limited for now.

Layoffs Span Three Countries

Running alongside the product news, ServiceNow began a further global round of job cuts affecting staff in the US, UK and India, according to media reports. Coverage of the reductions appeared Friday, and the company did not disclose how many positions are affected. ServiceNow said it is restructuring and managing headcount while investing in AI-oriented skills — a shift in the capabilities it is recruiting for rather than a simple retreat.

That combination of departures and fresh hiring sets a clear bar: the reorganization earns credibility only if the reshaped workforce delivers better products and demonstrable customer benefit. On that score, the Keysight result is the strongest evidence so far, and further concrete customer outcomes will matter more than broad claims about new expertise.