NTT DATA ServiceNow Insights and Vision Report 2026/27
Learn what IT leaders say about scaling AI on enterprise service-management platforms.
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52%
cite organizational change and adoption management as the most important capabilities in a partner.
47%
describe their demonstrated AI return as anecdotal.
59%
say AI is stuck in small pilots or deployed in specific functions but not unified.
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The research from the NTT DATA Insights and Vision Report 2026/27 shows that AI cannot deliver its full value when it is layered onto broken processes. Scaling AI starts with the end-to-end value chain: identifying the bottlenecks that matter, applying AI where it can materially improve outcomes, and embedding governance from the outset rather than retrofitting it later.
”AI ambition is high, but enterprise readiness needs to catch up
Enterprise AI ambition is accelerating, but AI projects are stalling because the operating foundations — data, workflows, governance and measurement — are too fragmented. To move AI beyond pilots, leaders need to address the foundations that determine whether AI can scale safely, efficiently and commercially.