Executive Summary
A head of IT with two decades of experience told a16z partner Sarah Wang that IT support will look "completely different in five years" for the first time in his career. This represents a fundamental threat to ServiceNow's $161B market cap ITSM monopoly. The disruption mechanism is specific: AI agents can now extract intent, classify requests, map workflows, and fulfill IT requests "nearly instantaneously" versus ServiceNow's traditional ticket-based system. Sarah Wang argues this creates the fi...
Key Investment Opportunity
ServiceNow Disruption Play
Agent layer bypasses traditional ITSM systems of record, threatening ServiceNow's core business model
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