agility, data readiness and long-term competitiveness,” he says.
He cites research from Forrester which states that, by 2026, threequarters of organisations will find themselves facing moderate to severe levels of this new debt.
The problem, Adam explains, is that many businesses remain stuck in pilots, isolated proofs of concept or extended evaluation phases – never quite committing to the full transformation that would deliver meaningful returns. Outlining how to break the cycle, he says:“ Leaders must treat technical debt as a strategic issue. That means gaining clear visibility into systems and data, modernising where necessary and taking a phased, sustainable approach to adoption.”
Measurable impact, he argues, comes from building long-term capability – not chasing isolated AI experiments.
Driving enterprise-wide transformation ServiceNow’ s answer to the fragmentation problem is governance and orchestration. Rather than allowing AI to proliferate across disconnected tools, the company’ s AI Control Tower provides a single, centralised hub to deploy, monitor and manage every AI agent across the enterprise.
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