Silos are the biggest headache when it comes to implementing autonomous IT. It’s what I hear about most when I talk to fellow CIOs. Silos equal friction, wasted money, delays, and—most of all—teams and tech not talking to each other. In trying to implement AI, some teams are setting up an agent that’s glued to a single solution. It’s like human silos all over again.

To break down those silos and make the most of AI, you’ve got to design AI agents so they can make decisions and drive more efficient workflows, not just solve isolated problems. Connect the dots. Put your agents in an environment where data and workflows talk to each other. Now you’re unlocking amazing experiences for your teams and multiplying value for your customers. That’s where the magic happens.

The key here is orchestration. Successful organizations are working to link data, AI, and workflows to orchestrate a robust solution that drives growth across the enterprise. Don’t automate what you already do; reimagine the work from the ground up.

At ServiceNow, we take a platform approach to bust down silos and democratize AI. That’s how we scale: automating intelligence at the platform level. Since implementing autonomous IT, 90% of employee IT requests are handled by AI. We've redeployed 85% of service desk talent to higher-value work. And for the 15% of humans still on the service desk, we've transformed their roles. They're now managing their own AI Agents and focusing on VIP support. That’s huge.