Archive · 7 Oct 2026
ServiceNow Executive Warns M&A Could Deepen Legacy Workflow Challenges
Kulmeet Bawa of ServiceNow says many companies keep their information and work processes in separate, disconnected systems.
When companies merge, those systems can become even harder to manage.
He warned that AI may produce unreliable or chaotic results if it is used before those systems are better organized.
He also said companies should build rules and safety checks into AI from the beginning.
In his view, businesses should keep moving forward with AI while also making sure it can be trusted.
ServiceNow wants to deepen its relationships with large Indian companies and support the growth of global capability centres.
Bawa also hopes India can demonstrate new ways to use and control AI.
Kulmeet Bawa said mergers and acquisitions can intensify fragmented workflows and siloed data at technology companies.
He argued that AI applied to poorly integrated systems could produce chaos, making workflow cleanup important.
Bawa said companies are increasingly recognizing the need for data-sovereignty governance and AI guardrails from the outset.
He called for balancing trust with the pace of AI development, rather than slowing progress, and highlighted gaps in visibility over operational technology.
ServiceNow’s India priorities include deep enterprise relationships, accelerating GCCs, and making India a showcase for AI innovation and control.
- Who
- Kulmeet Bawa, Managing Director and Group Vice President for India and SAARC at ServiceNow.
- What
- He discussed legacy workflow fragmentation, AI readiness, data sovereignty, and ServiceNow's India priorities.
- When
- In an interview with businessline at ServiceNow's first-ever flagship event in India.
- Where
- India.
- Why
- Bawa said siloed systems and datasets can complicate AI adoption, especially when companies merge or acquire others.
AI speed and expansion
Trust, governance and readiness
Pace of AI development
AI speed and expansion
Bawa said companies cannot afford to slow down AI progress.
Trust, governance and readiness
He argued that progress must be balanced with trust and compliance, with guardrails built in from the start.
AI adoption in enterprises
AI speed and expansion
Bawa said India should leapfrog and become a showcase for AI innovation and agentification.
Trust, governance and readiness
He warned that siloed systems and limited visibility into operational technology can make AI adoption risky.
- Speaker
- Kulmeet Bawa, MD and GVP India and SAARC, ServiceNow
- Publication
- businessline
- Main concern
- Fragmented workflows and siloed enterprise data can hinder AI integration.
- M&A impact
- Bawa said mergers and acquisitions can magnify legacy workflow problems.
- AI governance
- He said guardrails should be built in from the outset.
- India priorities
- Build deep relationships with large enterprises, accelerate GCCs, and showcase AI innovation and control.
- Hiring
- Bawa said ServiceNow would hire in India if business demands it, emphasizing productivity over headcount.