NEWS
Tech Mahindra and ServiceNow expand partnership to scale AI
Tech Mahindra and ServiceNow have expanded their multi-year partnership to help enterprises move from AI pilots to production-scale deployments and accelerate enterprise-wide automation.
A key element of the partnership is a‘ Client Zero’ approach, with Tech Mahindra and the Mahindra & Mahindra Group serving as large-scale AI-led enterprise validation environments for ServiceNow technologies before proven and repeatable models are extended to customers.
Tech Mahindra has already reported measurable results from unifying its global IT operations with ServiceNow, including handling more than 100,000 cases per month across 90 countries.
The companies will also develop industry-specific solutions on the ServiceNow AI Platform for manufacturing, telecommunications, banking, financial services and insurance, media and technology organisations. These solutions will focus on accelerating transformation, strengthening governance and optimising costs.
As part of the expanded partnership, Tech Mahindra will significantly scale its global ServiceNow practice and establish a dedicated AI & Innovation Centre of Excellence. The centre will focus on accelerating the deployment of AI capabilities, including ServiceNow AI Control Tower and ServiceNow EmployeeWorks.
Tech Mahindra and ServiceNow will also work with customers to develop transformation roadmaps, strengthen platform adoption, embed governance frameworks and measure business outcomes.
Mohit Joshi, Chief Executive Officer at Tech Mahindra, said:“ Enterprises are entering a new phase of AI adoption where the priority is no longer experimentation, but trusted execution at scale. To unlock meaningful business value, AI must be embedded into the systems, workflows, controls, and operating models where enterprise work actually happens.”
Guru Sethupathy, GM of AI Governance at Optro
Optro report: AI agents put enterprise accountability in focus
Optro has announced the findings of its report,“ When AI leaves the chat and enters the workflow”.
As organisations transition from conversational generative AI to autonomous AI agents operating within core workflows, the question enterprises have spent the past two years trying to answer – can we trust what AI produces? – is rapidly being replaced by a more complex challenge: how do you govern something that acts autonomously?
Adoption is not waiting for the governance layer to catch up.
One in three organisations already uses AI in critical resilience workflows, yet agentic AI failure, including loss of control or autonomous decision-making failures, remains the disruption scenario they test least. Some 30 % have never tested for it at all.
Distributed ownership, periodic review cycles and policybased controls already face challenges under supervised AI. According to Optro, these practices are structurally incapable of governing systems that act autonomously at machine speed. The organisations that gain a competitive edge will be those that not only adopt AI fastest but redesign accountability first.
The report outlines the challenges global organisations face as they transition towards autonomous enterprise workflows and highlights ways they can address the emerging risks.
Mohit Joshi, Chief Executive Officer at Tech Mahindra
“ The reality today is that agentic AI adoption is fast outpacing governance,” said Guru Sethupathy, GM of AI Governance at Optro.“ But to harness its potential responsibly, leaders must recognise that governance models designed for static manual processes cannot keep pace with autonomous systems of action. Redesigning governance isn’ t about pulling back on innovation; it’ s about building the control structure to give organisations the confidence to scale AI faster and more reliably than the competition.”
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INTELLIGENT CIO MIDDLE EAST www. intelligentcio. com