#141 AI Pat Works Here Now: Why Agents Must Follow Human Rules with Pat Casey // CTO @ ServiceNow

Pat Casey was the first person besides founder Fred Luddy to write code at ServiceNow back in 2005, when it was called Glide and lived above a friend's restaurant. Twenty years later, he's CTO of a company where 85% of the Fortune 500 are customers, and until recently ran all of engineering: 10,000 people, 7,000 of them writing code. Almost nobody survives the journey from first engineer to public-company CTO. Pat did.

Tobi and Pat dig into how ServiceNow actually works under the hood: a metadata processing engine running 90,000 single-tenant databases and over 25 billion queries an hour, why they bought a 15-person German database company and turned it into RaptorDB, and why tearing apart a 20-year-old monolith is harder than every senior engineer thinks.

Then the conversation turns to AI. Pat bought 7,000 Windsurf licenses and measured a real, but unglamorous, 15% productivity bump, with a small subset of engineers going 5–6x while most barely changed. His thesis: AI coding is like playing five chessboards at once, and it's reshuffling the deck on who the top engineers will be. On agents, ServiceNow's answer is disarmingly simple: create a user called "AI Pat," assign it cases, and make it follow the exact same rules as humans because you should not trust an LLM more than you trust a human being.

Topics covered:

- From Atari 400 and floppy-disk jockey at Aldus to first engineer at ServiceNow - Scaling engineering from a stuffed fish on a monitor to 10,000 people — and the productivity trough at ~100 engineers - Single-tenant architecture: 90,000 databases, 25B+ queries/hour, and the monolith-to-Kubernetes migration - Why ServiceNow bought Swarm64 and built RaptorDB on a Postgres fork - 7,000 Windsurf licenses, Claude Code, and the real numbers on AI coding productivity - "AI Pat": the anthropomorphic model for enterprise agents outcomes, not toolkits - Whether AI kills seat-based SaaS, and why incumbents may have the inside track - Pat's advice to CTOs: this is not a time for excessive caution