ServiceNow's answer lies in its ability to integrate three elements into a single platform: asset management centered on a CMDB (configuration management database), workflow, and AI.
The company's Shingo Murakami (Executive Officer and General Manager of Solution Sales Headquarters) says, ``The three elements of CMDB, workflow, and AI cannot function without any one of them.'' Even if AI alone is introduced, without a CMDB, it will not be possible to determine which assets should be prioritized for business purposes. This is because even with a CMDB, without a workflow, handling would be a manual process left to the field, making it impossible to maintain consistent operations.
Specifically, information detected by tools such as EDR (Endpoint Detection and Response) and SIEM (Security Information and Event Management) is automatically integrated into the CMDB and translated into the context of what assets it is, who owns it, and what business it affects. Based on this information, the priority of response is automatically calculated, and the workflow is used to consistently manage everything from detection, response, resolution, and trail recording. Routine responses will be left to AI, while humans will concentrate on making strategic decisions.
The technologies of the two companies acquired through acquisition will play a role in expanding the detection range. Armis, which was involved in cyber exposure management, detects not only IT assets but also OT, IoT, and medical devices in an agentless manner. The acquisition price is $7.75 billion and the integration is expected to be completed in 2026. Veza for identity security supports the control of non-human identities (NHI) by mapping the actual privileges of people, machines, and AI agents.
Tomohiro Hara (Senior Managing Executive Officer and COO) cited ``Shift Zero'' as the idea that unifies these. The idea is to eliminate attack points such as unmanaged assets, blind spots, and uncontrolled AI agents as close to zero as possible. It combines two approaches: "AI for Security," which utilizes AI for security operations, and "Security for AI," which protects the AI itself introduced into business operations.
Six solutions supporting Shift Zero
Autonomous Security consists of the following six solutions.
Most features of the six solutions are currently available. Among the group of AI agents that the company calls ``AI Specialists,'' which autonomously complete security workflows, four functions, including ``Tier 2 SOC AI Specialist'' and ``Vulnerability Resolution AI Specialist,'' are scheduled to begin provision in December 2026.
No need to replace existing EDR or SIEM
During the Q&A session, questions arose about where to introduce multi-functional solutions and how to consider the relationship with existing tools. Mr. Hara answered that the first target is companies that are already using ServiceNow for IT service management and asset management and have a CMDB in place. By adding security context to an existing asset database, operations can be started with less effort.
"There is no need to replace all existing security solutions. ServiceNow plays the role of an overall orchestrator, integrating signals obtained from existing tools such as EDR, SIEM, and security sensors, and linking them to the CMDB to take action across departments." (Mr. Hara)
Regarding the strategy for the Japanese market, Mr. Murakami mapped the company's solutions to the NIST (National Institute of Standards and Technology) cybersecurity framework "NIST CSF 2.0." He explains that it covers all six core functions: governance, identification, protection, detection, response, and recovery. Priority industries include critical infrastructure companies such as manufacturing, finance, distribution, and power, which hold large amounts of non-IT assets.
As part of our partner strategy, we will expand our collaboration with existing consulting firms and system integrators into the security field, as well as build a new collaborative network with specialized security vendors and SOC (Security Operation Center) operating companies.
