ServiceNow Enterprise AI Maturity Index 2025: Europe, Middle East and Netherlands findings
TL;DR
ServiceNow’s second Enterprise AI Maturity Index, built with Oxford Economics. This page rests on ServiceNow’s Dutch press release (16 June 2025) and the EMEA data sheet attached to it.
- The average score fell. “The global Enterprise AI Maturity Index score is 35, down from 44 last year” (data sheet). The score runs from 0 to 100. Every country in the data sheet fell.
- The Netherlands fell furthest in the region. From 46 to 34, a drop of 12 points (data sheet). The Dutch release gives the earlier score as 45: “vorig jaar scoorde ons land nog 45” (“last year our country still scored 45”).
- Very few reach the top stage. “Slechts 6% weet met zijn AI-projecten tot de hoogste fase te komen: de augmentatie-fase. In Nederland ligt dat percentage nog lager, slechts 2%” (Only 6% reach the highest stage, augmentation. In the Netherlands only 2%).
- Many use cases, stalled governance. 47% of organisations in Europe and the Middle East launched more than 100 AI use cases last year (Netherlands 50%). Significant progress on AI data governance fell from 45% to 42% (Netherlands 40%). 15% already use agentic AI.
Key data
| Measure | Value | Source |
|---|---|---|
| Global index score, 2024 → 2025 | 44 → 35 | data sheet |
| Europe and Middle East, 2024 → 2025 | 44 → 34 | release |
| Netherlands, 2024 → 2025 | 46 → 34 (release: 45 → 34) | data sheet; release |
| Other countries, 2025 | France 33, Germany 34, Italy 33, Saudi Arabia 33, Spain 32, Sweden 34, UAE 35, UK 35 | data sheet |
| Strongly agree they have good visibility into AI deployment and use: global / Netherlands | 37% / 30% | data sheet |
| Reached the highest stage (“augmentation”): region / Netherlands | 6% / 2% | release |
| Launched 100+ AI use cases last year: region / Netherlands | 47% / 50% | release |
Method and definitions
- Sample: 4,473 “senior leaders and IT decision makers” in 16 countries and 11 industries (data sheet); the release says “bijna 4.500” (almost 4,500). 1,950 are in nine countries in Europe and the Middle East. Netherlands n=257.
- Partner: Oxford Economics.
- Scoring: a “proprietary indexing model.” Five components: AI strategy and leadership, workflow integration, talent and workforce, AI governance, and AI investment. “Op basis van de antwoorden heeft ServiceNow elke organisatie een AI-volwassenheidsscore gegeven tussen de 0 en 100” (From the answers, ServiceNow gave each organisation a maturity score from 0 to 100). Weights and items are not published in these documents.
- Stages: “augmentation” is the highest; the others are not listed. Fieldwork dates are not given.
Scope and reliability
A vendor index: ServiceNow sells an enterprise AI platform. The model is proprietary, so the fall from 44 to 35 cannot be traced to its causes: real change, a new sample, or a bar that rises with the technology (the data sheet: “maturity is becoming a moving target”). The sample size (4,473) is now confirmed. The release and the data sheet disagree on the Netherlands’ 2024 score (45 or 46).
Dynamic-capabilities reading
digital-transforming/improving-digital-maturity: a scored maturity index on five components, reporting a fall in the average.contextual/internal-barriers: data security is named the biggest barrier to creating value with AI, in the region and in the Netherlands, and progress on data governance stalled.
How it connects
- enterprise-ai-adoption and the thread ai-maturity-measurement-comparison: a vendor maturity score with a country cut for the Netherlands (n=257).
- MITTRI and Cisco: another vendor-built AI readiness index, with 13% of companies fully ready.
- Gartner CIO survey 2026: the number of AI use cases set against their success. Gartner reports use cases accelerating and a one-in-five chance of success per use case.
What was actually ingested
ServiceNow’s Dutch press release on Persberichten.com (PR agency Wisse Kommunikatie) and its one-page EMEA data sheet, both in full; the chart was read from a page render. Not accessible: the global report on servicenow.com (timed out; WebFetch 403), newsroom.servicenow.com and the global Business Wire release of 6 May 2025 (both 403). Global figures beyond score, sample and method are therefore missing.
Linked entities and concepts
- ServiceNow: publisher, no entity page yet (see the batch’s entity proposals).
- enterprise-ai-adoption: concept.
Dangling (single-source mention, deferred): Cathy Mauzaize (President EMEA, ServiceNow, quoted), Oxford Economics (survey partner).