ServiceNow continues its AI transformation with an integrated experience

ServiceNow has unveiled updates to its workflow management platform advancing its redefinition of itself as the “AI control tower for business reinvention” at its Knowledge customer event this week.

The AI Control Tower product itself, introduced at last year’s event, gets new integrations with Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP) and other LLM providers to extend governance and observability of enterprise infrastructure, adding to its existing links with OpenAI and Anthropic. The integrations also span applications such as SAP, Oracle, and Workday. In addition, Control Tower can now discover non-human identities and connected devices to bring OT and IoT under the same governance as AI agents and cloud services.

All this ties in to the ServiceNow Action Fabric, which opens the platform to any AI agent, whether built on ServiceNow or from another source, via a Model Context Protocol (MCP) server, the company said.

And thanks to the recent acquisition of Traceloop, Control Tower now provides more extensive observability into agent behavior at runtime. Five new risk frameworks aligned with NIST and EU Act standards offer compliance controls.

Autonomous workforce

To expand the reach of what ServiceNow calls the Autonomous Workforce, a group of specialist AI agents announced in February that began with a single L1 IT service desk agent, it has added “AI teammates” that work alongside humans in CRM, IT, employee services, and security and risk management.

The autonomous IT cohort includes an AIOps agent that detects anomalies, correlates events, and triggers remediation, and a specialist for site reliability engineering (SRE) that performs incident triage and postmortem documentation. Other new agents assist with asset lifecycle management and portfolio planning.

Autonomous CRM offers specialist agents for sales qualification and quoting, order fulfillment, managing invoice disputes, and service and renewal, and in the world of employee services, AI specialists act as digital employees with role-specific skills in HR, workplace services, legal, finance, procurement, supplier management, and health and safety.

To round out the offerings, ServiceNow announced Autonomous Security & Risk, designed to span the entire threat landscape from finding and remediating vulnerabilities through examining third party vendor risk.

Employee experience

ServiceNow EmployeeWorks, the previously announced “conversational front door for the enterprise”, is now generally available. In addition, ServiceNow announced Otto, an AI assistant that unifies Now Assist, Moveworks, and AI Experience, and operates across the enterprise.

“Rather than living inside a single application, ServiceNow Otto sits across the entire enterprise, understanding intent, routing work to the right agent, and executing it to completion,” the company said. “Employees, customers, and support teams talk, chat, search, browse, analyze, and build. ServiceNow Otto is designed to handle the rest, adapting to each employee’s role and location without requiring them to know which system handles their request. Actions are governed by AI Control Tower, which can log each AI interaction, enforce enterprise policies, and provide explainability for every decision.”

Otto is already available in EmployeeWorks and the AI Control Tower, and will be rolled out in all other products “in the year ahead.”

According to Nenshad Bardoliwala, ServiceNow’s group VP of AI products, all this means that “together with a new commercial model that bundles everything customers need to deploy AI quickly, we’ve made it clear the era of sidecar AI is over.”

What technology analyst Carmi Levy finds most interesting in these announcements is how quickly we’re seeing AI-enabled workflows extend beyond their initial entry point in IT.

“What was once the exclusive domain of senior IT leaders and planners is now filtering across all operational areas of the typical organization, including CRM, HR, IT operations, security and risk,” he said. “AI is also deeply embedded in the average worker’s desktop and is rewriting their work experiences in the process. Likewise, it puts highly autonomous tools in the hands of organizations intent on improving productivity, sharpening customer responsiveness, and driving operational efficiencies.”

Stephen Elliot, group VP at IDC, added, “The agentic focus is critical as the company continues to expand its specialist agent library. Customers can adopt these across core workflows to realize business value and increase productivity. The recent commercial pricing model complements the agentic capabilities. It meets customers where they are in their AI maturity journey enabling a pragmatic approach to adoption.”

But, he added, “Customers should consider the combination of workflows, AI, data, governance, and security as they deploy AI capabilities. No one model can do it all.”

Indeed, he said, “We are hearing from some CIOs that they are pausing some AI use cases because of the security and governance risks.”

Charles Betz, VP principal analyst at Forrester, said that ServiceNow is on the right track, especially with its continued focus on data. “The data governance, provenance, and currency issues are not trivial. Agents reasoning at machine speed over a stale graph are going to produce wrong outputs, and it’ll be data-quality-based hallucination,” he said. In addition, “documenting decision traces within the AI domain is super important.”

Levy agreed. “ServiceNow’s offerings reflect a keen understanding of where AI can drive optimal benefit throughout all areas of the business, what those workflows might look like, and how the tools and supports need to evolve,” he said.