CANCOM and ServiceNow Study Finds German Mid-Sized Firms Struggling to Scale AI Securely

CANCOM and ServiceNow Study Finds German Mid-Sized Firms Struggling to Scale AI Securely

(IN BRIEF) A new CANCOM and ServiceNow study finds that artificial intelligence has moved beyond experimentation for many German mid-sized companies, with 76% already using AI productively, but only 26% having fully integrated it into core business processes. Based on a survey of IT and business decision-makers at companies with 500 to fewer than 2,000 employees, the research identifies fragmented implementation, security concerns and weak governance as the main obstacles to scaling AI across organisations. Nearly half of respondents continue to pursue departmental AI strategies, while 16% report uncontrolled shadow AI use, creating potential data, security and compliance risks. The study also highlights the growing importance of the EU AI Act, data sovereignty and integrated IT platforms, while finding that interest in Agentic AI is increasing as companies seek more advanced process automation.

(PRESS RELEASE) MUNICH, 2-Jul-2026 — /EuropaWire/ — CANCOM and ServiceNow have published a new study examining how German mid-sized companies are progressing from isolated artificial intelligence projects toward broader, business-wide AI adoption.

The research, titled AI zwischen Vision und Umsetzung – Wie der Mittelstand den Schritt von Pilotprojekten zur breiten Umsetzung schafft, was conducted by analyst firm techconsult in early 2026.

It surveyed IT and business decision-makers at German companies employing between 500 and fewer than 2,000 people.

The findings show that AI is already being used productively by a large share of respondents. Overall, 76% of surveyed companies said they have moved beyond pilot activity and are using AI in operational settings.

However, only 26% reported that AI has been fully incorporated into their core processes.

The study suggests that many organisations remain caught between individual use cases and enterprise-wide deployment, with AI applications often limited to specific business units rather than embedded within a shared technology and process architecture.

Almost half of surveyed companies, 49%, continue to follow departmental AI strategies. CANCOM and ServiceNow said this approach can contribute to disconnected data environments, parallel systems and increased security risks.

The study also found that 16% of companies are using uncontrolled “shadow AI”, referring to AI tools or practices operating outside established governance and oversight structures.

Simon Russin, Vice President of Enterprise Applications at CANCOM, said the research shows that AI has moved beyond the experimental phase in the German Mittelstand.

He said the next challenge is to integrate AI in a controlled and scalable way into business-critical and value-generating processes.

Russin added that department-level AI implementation can lead to shadow AI risks when organisations do not establish common structures for governance, data access and security.

Security and risk management were identified as the most significant obstacles to wider AI integration, cited by 38% of respondents.

Cost and budget limitations were named by 28%, while 25% pointed to a lack of relevant expertise.

Other concerns included data sovereignty, cited by 23% of respondents, and regulatory uncertainty, cited by 22%.

The report notes that these issues are becoming more significant as the EU AI Act takes effect and AI governance increasingly becomes a regulatory requirement rather than a voluntary practice.

Demonstrable compliance capability was identified by 28% of respondents as a factor in selecting an IT service provider.

CANCOM and ServiceNow said this reflects the growing importance of regulatory readiness in an environment shaped by the EU AI Act, the General Data Protection Regulation and NIS2 requirements.

The study also points to rising interest in Agentic AI.

Twenty-one percent of companies said they are already using or testing agent-based approaches, while a further 36% plan to introduce them during the next 12 months.

Most respondents viewed Agentic AI not as a complete disruption of existing business models, but as a further stage in process optimisation and automation.

Alwin Schauer, AVP Alliances & Channels Ecosystem at ServiceNow, said companies increasingly need integrated platforms that can securely connect data, processes and AI capabilities.

He said transparency, control and governance will be particularly important as businesses begin to use more autonomous AI systems.

The study concludes that sustainable AI adoption depends on treating AI as part of an integrated IT and process architecture rather than as a collection of separate departmental projects.

Companies that consolidate data structures, take a platform-based approach and establish central governance models are better positioned to scale AI securely and consistently, according to the research.

Expectations of external technology providers are also changing. Respondents placed the greatest value on technical AI expertise, cited by 40%, followed by industry knowledge at 35% and a holistic architectural approach at 34%.

Only 23% identified speed as the main deciding factor, suggesting that companies are increasingly looking for long-term transformation partners rather than providers focused solely on rapid implementation.

The full study is available for download here. (Available in German only.)

About CANCOM

As a leading Digital Business Provider and AI-enabler, CANCOM leads companies, organizations and the public sector into the digital future. The range of services and solutions includes classic system house IT solutions as well as data-based digital solutions, managed services and cloud services. We accompany the digital evolution of our customers with passion and technology and support them in reducing the complexity of their IT and developing new business models. We offer a holistic portfolio for all IT and business requirements.

The CANCOM Group’s offering comprises innovative solutions in the areas of Artificial Intelligence, Security & Network, Datacenter & Cloud, IoT Solutions and Modern Workplace and includes services for the entire IT lifecycle – from the provision of IT infrastructures, planning and integration, to support, managed services and XaaS. Customers benefit from the extensive expertise with which their diverse requirements are translated into concrete industry-specific IT solutions to significantly promote their business success.

The more than 5,300 employees of the internationally active CANCOM Group with around 80 locations in the DACH region, Belgium, Slovakia, Romania and the Czech Republic as well as an efficient partner network ensure market presence and customer proximity. The CANCOM Group is managed by Rüdiger Rath (CEO) and Thomas Stark (CFO). The company is headquartered in Munich. CANCOM generated annual revenue of around 1.7 billion euros in 2025. The Group parent company CANCOM SE is listed on the Frankfurt Stock Exchange in the TecDAX and SDAX (ISIN DE0005419105).

Media Contacts:

Tobias Fuchs
Manager Corporate Communications
presse@cancom.de
+49 89 54054-5841

Silvia Ludwig
External Communications Manager
presse@cancom.de
+49 89 54054-5412

SOURCE: CANCOM