ServiceNow chooses Claude to power customer apps and increase internal productivity

Source: Anthropic Date: 2026-01-28 URL: https://www.anthropic.com/news/servicenow-anthropic-claude

Summary

ServiceNow selected Claude as default model for its Build Agent (AI coding solution) and as a preferred model across the ServiceNow AI Platform. Internal: 29,000+ ServiceNow employees access Claude; early testing showed up to 95% reduction in seller preparation time. External: tens of thousands of enterprise customers can build agentic automations; targeting 50% reduction in implementation time. ServiceNow processes 80B+ workflows annually. Dario Amodei: making AI “an integral part of how you get work done.”

Implications

• Enterprise / ServiceNow as IT workflow platform. ServiceNow’s 80B+ annual workflows represent IT service management, HR, finance, and operations across major enterprises. Claude embedded as the default Build Agent model means Claude is in the workflow automation tooling that enterprises use to run internal processes.
• 95% seller prep time reduction. The internal 95% reduction in seller preparation time is the most dramatic productivity claim in any Anthropic enterprise announcement. ServiceNow is using its own product internally, making the claim more credible than an external reference.
• “Default model” vs. “available model.” Default status in enterprise software is durable distribution — Claude runs unless overridden, not just when selected.
• 29,000-employee internal rollout. Comparable to Cognizant in scope but concentrated in technical workers where AI leverage is highest.
• Watch: how ServiceNow’s Build Agent adoption drove Claude usage at customer sites; whether the 50% implementation time reduction claim was validated; whether the default model status remained stable as competitors offered competing integrations.