Operations | Monitoring | ITSM | DevOps | Cloud

At least 30 minutes disappear before the average field technician can begin the actual repair. That time goes into searching for part numbers, procedures, and documentation across fragmented systems. Across 1,000 technicians and 250 working days, even this conservative estimate adds up to at least 125,000 hours of productive capacity lost to lookup activity. Yet this loss rarely appears as a separate line item on any field service P&L. This is a critical information architecture problem.

ServiceNow's internal IT operations now resolve more than 90% of employee requests through autonomous agents. The platform that demonstrated this in Las Vegas earlier this month is the same platform sitting in your environment right now. So why isn't your operation running the same way? This is the question every CIO should have walked out of Knowledge 2026 with.