SN
SharkNinja, Inc.
stock NYSE

Why do you say they don’t have domain expertise there? Tbh, this is a bit of a gray area to me because I don’t have a full picture of what their engineering team looks like, so I get your concern, but I get the sense they are actually quite technically strong when it comes to the domain expertise required to do this.
First of all, the expertise needed to build the control tower may not actually be LLM mastery. Developing LLMs vs integrating them into automated dynamic workflows while ensuring proper governance, audit trails, cross systems functionality, etc is a totally different task. I would argue that what needs to be built is actually very much so up ServiceNow alley - more than LLM makers for sure. That said, Anthropic and OpenAI developers are obviously brilliant - so perhaps they eventually gain the edge if they really commit to the enterprise workflow path. Not clear at all though.
To back up their abilities a bit, them being able to become the best ITSM platform shows some serious technical strength.
Also, they’ve not been shy about spending a serious portion of their revenue of R&D. 15% Stock based comp seems scary, but I’m personally happy that SN is spending a lot on talent.
If you wanna dig deeper into this, I recommend the YouTuber Drew Cohen he does a great breakdown of ServiceNow. He doesn’t go super deep in detail into specific technical risks but he paints a pretty clear picture of what the landscape looks like. He has a podcast too that’s probably the best video coverage of SN I’ve seen

Why do you say they don’t have domain expertise there? Tbh, this is a bit of a gray area to me because I don’t have a full picture of what their engineering team looks like, so I get your concern, but I get the sense they are actually quite technically strong when it comes to the domain expertise required to do this.
First of all, the expertise needed to build the control tower may not actually be LLM mastery. Developing LLMs vs integrating them into automated dynamic workflows while ensuring proper governance, audit trails, cross systems functionality, etc is a totally different task. I would argue that what needs to be built is actually very much so up ServiceNow alley - more than LLM makers for sure. That said, Anthropic and OpenAI developers are obviously brilliant - so perhaps they eventually gain the edge if they really commit to the enterprise workflow path. Not clear at all though.
To back up their abilities a bit, them being able to become the best ITSM platform shows some serious technical strength.
Also, they’ve not been shy about spending a serious portion of their revenue of R&D. 15% Stock based comp seems scary, but I’m personally happy that SN is spending a lot on talent.
If you wanna dig deeper into this, I recommend the YouTuber Drew Cohen he does a great breakdown of ServiceNow. He doesn’t go super deep in detail into specific technical risks but he paints a pretty clear picture of what the landscape looks like. He has a podcast too that’s probably the best video coverage of SN I’ve seen