The company invites ServiceNow customers to contribute critical and influential insights on governance, AI adoption, and platform ROI
COVINA, Calif.–(BUSINESS WIRE)–xtype, the Technical Governance Platform for ServiceNow, today announced the launch of its 2026 State of ServiceNow Operations Survey, launching at The ServiceNow World Forum in New York. Building on the success of its inaugural 2025 report, xtype is inviting ServiceNow customers worldwide to share their experiences managing and governing the Now platform as platform adoption and AI capabilities continue to accelerate.
The comprehensive survey will examine how platform teams manage complexity, enforce technical governance, and prepare for GenAI—while balancing velocity, compliance, and scale. It examines operational realities across environment sprawl, change control, upgrade strategies, and audit readiness to benchmark the current state of ServiceNow delivery. Results will be published in the 2026 State of ServiceNow Operations Report in Q1 2026.
The Aim of the 2026 State of ServiceNow Operations Survey
Last year’s report revealed critical technical governance challenges facing ServiceNow customers as they scale their implementations. Key findings included:
- 70% of organizations reported that clone-down processes negatively impact development workflows
- Only 57% of mature users leverage commercial tools for deployment automation, despite managing complex multi-instance environments
- 83% of retail organizations cited governance and compliance as a top operational challenge
- 70% of respondents planned to adopt Gen AI within 12 months, signaling massive investment in AI capabilities
- Only 30% of respondents limit admin privileges to only development instances
“The 2025 report revealed a fundamental truth. ServiceNow isn’t a single system — it’s an ecosystem of interconnected instances spanning production, development, test, training, and regional environments,” said Ron Gidron, CEO of xtype. “As our customers showed us, managing this complexity without proper technical governance creates blind spots, security risks, and productivity losses that directly undermine platform ROI. The 2026 survey will help ServiceNow teams benchmark their maturity, identify gaps in technical governance, and learn where peers are finding success in scaling safely and delivering faster.”
Driving Platform Value Through Governance
xtype’s research continues to focus on helping organizations maximize their ServiceNow investments by identifying operational best practices and technical governance gaps. As companies expand their ServiceNow footprints and adopt advanced capabilities like Gen AI and Agentic AI, effective technical governance of the Now platform becomes essential for accelerating delivery while maintaining compliance and security.
“ServiceNow is one of the most strategic investments enterprises make. Without strong technical governance, that investment is at risk,” said Scott Willson, Head of Product Marketing at xtype. “This research gives teams a clear view into how their peers are navigating operational challenges, managing scale, and building the foundation required for AI and beyond. Whether you’re new to ServiceNow or running a large platform team, these insights will help you deliver smarter, faster, and safer.”
Participate in the Research
ServiceNow customers are invited to participate in the 2026 State of ServiceNow Operations Survey. The anonymous survey takes approximately 5 minutes to complete and covers:
- Technical governance models and access control strategies
- Deployment and upgrade practices across instances
- GenAI readiness and platform innovation trends
- Compliance risks, audit concerns, and security posture
- Team structures, tool stacks, and process automation
Survey participants will receive early access to the complete 2026 State of ServiceNow Operations Report upon publication.
To participate in the survey, click here.
About xtype
Founded in 2020, xtype is the first and only technical governance platform for ServiceNow. Built for multi-instance environments, xtype gives platform teams real-time visibility, control, and automation to accelerate delivery without losing compliance. Global leaders in banking, insurance, and healthcare trust xtype to reduce risk, enforce policy, and move faster with confidence. Learn more at www.xtype.io
ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.
Contacts
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YourStory PR for xtype
Email: [email protected]
Phone: +1 778.772.0754
