ServiceNow

Primary advantages are switching costs and process breadth. Customers often start in ITSM and expand into IT operations, security, risk, HR, customer workflows, creator tools, and industry solutions on one data model.

Once multiple workflows are orchestrated end‑to‑end, alternatives face high implementation risk, complex retraining, and loss of cross‑department automation. Renewal has held near 98 percent for several years and large‑ACV cohorts keep growing, evidencing stickiness and expansion.

Ecosystem partners and a large developer community add a softer network effect. Risks to the moat include hyperscaler bundling, adjacent suite encroachment from Microsoft, Salesforce, and Atlassian, and potential commoditization of discrete AI features. Overall moat durability is high given installed complexity and breadth.