The key to making AI work, it said at a customer event in Sydney today, is to ground the efforts in business logic and make sure there is sufficient oversight in how AI agents run. Another key to success is making sure AI governance is in place. The acquisition enables ServiceNow to help businesses find digital assets – including AI agents – that may be vulnerable to a compromise. For example, banks in Singapore may soon need a clear inventory of their AI tools and put in robust controls throughout the tools’ life cycles. As businesses start deploying AI on a larger scale, they realise they need to build in the governance to make sure AI delivers the right results, he added.