Paul Fipps, President, Global Customer Operations at ServiceNow

India is emerging as a hub for AI and innovation for ServiceNow, with a senior executive calling the market an “accelerant” for growth as enterprises ramp up AI adoption.

“India is not just a growth market, but an accelerant for us. It is one of the four growth markets within ServiceNow. India is rapidly becoming the center of gravity around AI and innovation for ServiceNow,” Paul Fipps, President, Global Customer Operations at ServiceNow, observed.

He said the company is embedded in its partner ecosystem in India and works closely with some of its largest partners. Through innovation centres, the company is developing solutions not only for the Indian market but also for global customers.

From a customer standpoint, he noted that financial services companies are some major segments within ServiceNow’s India business, as are the technology companies based here, adding that both sectors are booming.

Commenting on trends in enterprise AI adoption, Fipps said many customers globally are grappling with legacy applications and infrastructure built up over the years, making this far from an India-specific challenge. However, he pointed out that Indian tech companies are among the fastest adopters of AI.

“Where I see Indian customers adapting AI fast is in the tech sector of India. They’re forward-leaning, use AI, and move quickly. For example, TCS is our partner and customer. They use ServiceNow for massive IT asset management implementation and are also a partner that’s helping companies deploy AI on the ServiceNow platform, so they move quickly,” he said.

In contrast, while financial services firms in India are also moving quickly, they are doing so in a more measured manner due to heavy regulatory oversight.

Globally, despite ongoing geopolitical uncertainty, Fipps noted that enterprise IT spending remains resilient. “I don’t see a reduction in spending; I do see it shifting into AI software. It’s going towards application software with native AI capabilities built in. This could be the large language models where coding is happening, or a ServiceNow platform where you execute leveraging AI inside the platform. There are opportunities for companies and governments to leverage software in whatever environment they’re in,” he said.

Addressing digital sovereignty, he said the trend does not pose a challenge for ServiceNow, given the flexibility of its platform.

He added that ServiceNow can run on its own cloud as well as in on-premise environments, which many government customers, particularly intelligence and defence agencies, prefer.

He added that the company has been prepared for this shift due to the way its architecture is designed and has moved quickly to deploy sovereign cloud in markets where it is required.

Fipps added that this represents a significant opportunity in India as government AI investments rise, with the company aiming to support their adoption of ServiceNow in a sovereign cloud environment.

Published on April 17, 2026