ServiceNow's stock slides as earnings miss overshadows a raised AI outlook

By Christine Ji

Even with an uptick in multimillion-dollar AI deals, ServiceNow's earnings results weren't enough to win over software skeptics

ServiceNow raised its full-year AI contract target to $1.7 billion as high-dollar enterprise deals surged.

ServiceNow's mixed third-quarter results on Wednesday weren't enough to convince investors of its artificial-intelligence momentum.

The company's pipeline of new AI deals was overshadowed by an earnings miss and evidence of slowing contract growth ahead, leading ServiceNow shares (NOW) to fall 18% in after-hours trading.

Revenue for the quarter came in at $4.106 billion, growing 20.5% year over year and edging past FactSet consensus analyst estimates of $4.095 billion. Adjusted earnings per share of $1.00 fell slightly short of the $1.02 analysts were expecting.

ServiceNow President and CFO Gina Mastantuono attributed the earnings shortfall to lower interest income and additional debt costs following the acquisition of cybersecurity company Armis earlier this year.

ServiceNow said that the company's investments in cybersecurity are paying off as customers move from AI pilots to scaled production, resulting in an uptick in deal volume. ServiceNow's AI Control Tower allows organizations to enact proper governance and security protocols for AI agents.

"We're seeing enterprises really deploy governed AI at scale, and our Q3 results show that ServiceNow is becoming even more strategic to that work," Mastantuono told MarketWatch.

Mastantuono highlighted that AI beneficiaries are expanding beyond just the companies building data-center infrastructure. "The first wave of value went to compute and now models, and the next is going to be putting intelligence to work, which is where ServiceNow plays," she said.

Current remaining performance obligations (cRPO) - a metric reflecting contracted sales set to be recognized over the next 12 months - rose 20.5% to $13.65 billion, beating analysts' expectations of $13.56 billion. Total remaining performance obligations (RPO) grew 22% to $29.7 billion, higher than the $29.3 billion anticipated by Wall Street.

Large deals drove much of that expansion, as transactions worth over $5 million in net new annual contract value rose 135% from the year-ago period. The momentum led ServiceNow to lift its 2026 target for AI annual contract value to $1.7 billion, up from the $1.5 billion it established back in May.

However, a slowdown in cRPO growth raised concern for investors. ServiceNow expects current remaining performance obligations to grow 18.5% in the fourth quarter, down 2 percentage points from the third quarter.

For the fourth quarter, ServiceNow expects subscription revenue between $4.245 billion and $4.255 billion, for a growth rate of 22.5% to 23%. The projections met FactSet expectations at the low end. For the full year, the company increased its subscription-revenue outlook to a range of $15.78 billion to $15.79 billion.

While the steep after-hours selloff reflected disappointment over the conservative bookings outlook, Evercore ISI analyst Kirk Materne argued the headline numbers look worse than ServiceNow's actual business momentum.

Materne called the results "a fairly middle-of-the-road print and guide." Shares of ServiceNow have rallied nearly 66% in the past six months, setting a high bar for earnings. Additionally, Materne pointed out that conservative accounting methods contributed to the muted cRPO and subscription guidance. ServiceNow bundled setup and deployment services into large AI contracts, which temporarily shifted about 25 basis points of growth out of subscriptions and into professional services. A basis point is one-hundredth of a percentage point. Once these subscriptions are up for renewal, they should return to core subscription revenue, Materne said.

-Christine Ji

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10-28-26 1902ET