ITSM agent procurement in 2026 is not three independent vendors but two acquirer ecosystems plus one product line at the intersection: ServiceNow (acquirer; Now Assist native plus Moveworks acquired 15 Dec 2025 for $2.4B closed consideration vs the announced $2.85B) and Automation Anywhere (acquired Aisera Nov 2025). The procurement decision in 2026 is shaped less by the feature matrix than by the post-acquisition reality. Picking by feature matrix without mapping the acquirer's strategic interest produces the wrong answer. ServiceNow Now Assist is the bolt-on for organisations already on ServiceNow; Moveworks is the omnichannel layer (still standalone branding, ServiceNow-owned); Aisera is the auto-resolution play that competes on closure rate, now under Automation Anywhere's portfolio.

One of four legs unanchored on re-review. The claim text attributes '12% of deployments clearing 300%+ ROI with 88% at or below break-even at 12-18 months' to the Stanford DEL 2026 Enterprise AI Playbook. Full-text verification on 10 Jun 2026 found no such figure in that source: the playbook (Pereira, Graylin, Brynjolfsson, Apr 2026) studies 51 successful deployments by design and contains no ROI distribution, no 300%-plus cohort, and no break-even measurement point (full finding at AM-029, correction of 10 Jun 2026). The only verified figure carrying the same 12/88 numerals is IDC research with Lenovo (via CIO.com, Mar 2025): roughly 88% of AI proof-of-concepts never reach production and roughly 12% graduate — a pilot-to-production graduation metric, not an ROI distribution. The Gartner 28%, McKinsey 23%/17%, and MIT NANDA 95% legs verify; they support a small high-performing tail and a large struggling body, but none documents the two-peak bimodal shape the claim asserts. Status Up -> Partial.

One of three read-against anchors unanchored on re-review. The claim text cites 'Stanford Digital Economy Lab Enterprise AI Playbook (12/88 bimodal ROI distribution at 12-18 months)' and frames the realistic ROI band around 'the highest-discipline 12% cohort'. Full-text verification on 10 Jun 2026 found the playbook contains no 12/88 distribution, no bimodal ROI shape, and no 12-18-month ROI measurement point (full finding at AM-029, correction of 10 Jun 2026). The claim's core negative finding — no mid-market enterprise has produced a documented +240% ROI in 90 days under audited conditions — is unaffected; the McKinsey State of AI 2025 and MIT NANDA legs verify and continue to support it. The '12% cohort' framing has no verifiable referent. The only verified figure carrying the 12/88 numerals is IDC's pilot-graduation finding (roughly 88% of AI proof-of-concepts never reach production; via CIO.com, Mar 2025), a different metric. Status Up -> Partial.

One of four named datasets unanchored on review. The claim text names 'Stanford DEL's 12% clearing 300%+ ROI vs 88% at or below break-even' as one of four independent datasets. Full-text verification on 10 Jun 2026 found the Stanford DEL Enterprise AI Playbook contains no such distribution — it studies 51 successful deployments by design and carries no ROI-realisation failure data (full finding at AM-029, correction of 10 Jun 2026). The McKinsey (23% scaling, 17% EBIT-attribution), Gartner (28% fully paying off), and MIT NANDA (95% no measurable P&L impact) datasets verify; the claim's spine stands on three datasets rather than four. The only verified figure carrying the 12/88 numerals is IDC's pilot-graduation finding (roughly 88% of AI proof-of-concepts never reach production; via CIO.com, Mar 2025), a different metric from an ROI distribution. Status Up -> Partial.

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