ServiceNow Knowledge 2026 - Standard Chartered, Hitachi Energy and State of Hawaii on why governing AI agents matters more than building them
ServiceNow opened its annual Knowledge conference in Las Vegas this week with a pair of major platform announcements - an expanded AI Control Tower and a push with its Autonomous Workforce into every major enterprise function. But vendor strategy is one thing - what customers are actually experiencing is another. As part of the media and analyst programme at Knowledge, Paul Fipps, President, Global Customer Operations at ServiceNow, moderated a customer panel session that brought together Melinda McKinley, Chief Operating Officer at Standard Chartered Bank, Tom Ku, IT Chief Operating Officer for the State of Hawaii, and Oliver de Wilde, Head of the ServiceNow Centre of Excellence at Hitachi.
Interestingly, the customers supported what ServiceNow is laying out as its priorities, in that they spoke less about agentic AI capability and more about governance - specifically, whether organizations can actually put AI into production safely, at scale.
The production...
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