New York, Feb 27, 2026, 11:36 AM EST — Regular session
- ServiceNow shares fell about 2.5% on Friday, a day after jumping nearly 5%.
- The move comes as investors weigh the company’s new “Autonomous Workforce” and EmployeeWorks rollout.
- Analysts are focused on pricing, governance controls and proof the tools can drive real adoption.
ServiceNow shares slipped 2.45% to $106.62 in late-morning trade on Friday, cooling off after a 4.86% jump a day earlier. 1
The back-and-forth matters because investors have turned picky on enterprise software “AI agent” pitches. The bar is moving from flashy demos to whether the tech can cut ticket volumes, speed up work and sell as a paid product.
ServiceNow is trying to make that case with tools it says can take action inside business systems, not just answer questions. That’s where the risk sits too: once software starts “doing,” the guardrails and costs come into view fast.
On Thursday, the company rolled out what it calls an “Autonomous Workforce” and a new EmployeeWorks offering that ties Moveworks’ chat and enterprise search into ServiceNow workflows. “Businesses don’t need more pilots or promises. They need AI that gets work done,” president and chief product officer Amit Zavery said, according to the company’s statement. 2
The first “AI specialist” is aimed at Level 1 help desk work — basic front-line IT support such as password resets and access requests — with broader roles pitched for employee service and security operations. The company also said EmployeeWorks is generally available, while the initial L1 specialist is rolling out more gradually.
Friday’s dip suggests some traders are taking money off the table after Thursday’s run. Others may be waiting for clarity on how ServiceNow plans to charge for the new tools and how quickly customers will hand them the keys.
Will McKeon-White, an analyst at Forrester, warned that autonomy still depends on clean inputs: “If you don’t have good inputs, then you can’t get good outputs.” Roy Illsley, an analyst at Omdia, said pricing could decide how far the product goes: “ServiceNow have got to pitch that at a price that’s less than the human.” 3
The rollout also leans on Moveworks, which ServiceNow said it completed acquiring on Dec. 15, 2025 — a deal it framed as a way to turn “conversations into completed work” inside enterprises. 4
But there’s a downside path. If customers balk at giving automated agents permissions, or if poor data triggers the wrong actions and escalations, adoption could stall. And if pricing lands too close to what companies already pay for human support — or too far above what they’ll tolerate — the feature could stay a nice demo.
What investors will watch next is simple: early customer uptake, how the product is packaged and priced, and whether the tools can show measurable workload reduction without adding cost blowback or new security headaches.
A near-term spotlight is the company’s Knowledge 2026 conference in Las Vegas on May 5-7, where ServiceNow is set to put its newest platform updates in front of customers and partners — and, by extension, investors looking for proof points. 5
