Markets
Salesforce vs ServiceNow Strategy Splits: 'Agent Product' vs 'Workflow Substrate' as ServiceNow Crosses $1B in AWS Spend
A June analysis contrasts two incumbent playbooks: Salesforce leads with Agentforce as a packaged agent product, while ServiceNow positions its Now Platform as the workflow substrate agents must run inside — and disclosed in May it crossed $1B in cumulative AWS spend to meet AI demand. The architectural bet matters: ServiceNow is wagering that agents (including customers' own) need an enterprise workflow layer underneath, making the platform stickier than any single agent. For builders, it frames the durable-moat question as 'own the substrate vs own the agent.'
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