ServiceNow reimagines platform for agentic AI

ServiceNow is reimagining its platform in the era of agentic AI. At its annual customer and partner event today, the company unwrapped its new ServiceNow AI Platform, intended to help customers streamline business operations.

“An agentic era needs a platform that brings AI, data, and workflows together, and that should be an open, connected, enterprise-ready platform,” said ServiceNow’s chief innovation officer Dave Wright in a press conference last week. “That’s really what the ServiceNow AI Platform is built for: any agents, in any workflows, for any industry, on any cloud, with any data, all on one platform.”

He explained that the new platform unifies intelligence, data, and orchestration via a conversational AI Engagement Layer that pulls together ServiceNow’s Knowledge Graph, Workflow Data Fabric, and AI Agent Fabric. ServiceNow also supports its agentic AI ambitions with three new capabilities: AI Control Tower, AI Fabric, and Next-generation CRM.

Providing a centralized AI command center

The AI Control Tower is a centralized command center that enables collaboration, oversight, and automation at scale. Building on the recently announced AI Agent Orchestrator, it’s embedded across all workflows in the ServiceNow AI Platform.

“This is one place where you can manage, monitor, and optimize all your AI assets, and it doesn’t matter whether they’re native to the ServiceNow platform or third party,” Wright said. “It’s AI that’s not just scalable, but because it’s in the platform, it’s secure, governed, and enterprise-trusted.”

Through the control tower, customers can govern and secure AI agents, models, and workflows from a single pane of glass. Features include embedded compliance and AI governance where users can manage risk and monitor compliance across the AI lifecycle with integrated GRC capabilities; end-to-end lifecycle management of agentic operations so users can enforce guardrails across the enterprise throughout the lifecycle, from ideation, to deployment, to optimization; and real-time reporting, in that the control tower adds dynamic dashboards to monitor and validate AI performance against metrics like productivity and revenue impact.

AI Agent Fabric: the communication backbone

ServiceNow describes the AI Agent Fabric as the communication backbone for enterprise AI ecosystems, and says what sets it apart from traditional AI solutions is it enables native collaboration between agentic systems leveraging common protocols like Model Context Protocol (MCP) and Agent2Agent protocol (A2A), thereby empowering agents, tools, and systems to exchange information, coordinate tasks, and take action in real-time.

“It’s really the backbone of the entire AI ecosystem, standardizing agent to agent, orchestrator to orchestrator, and agent to tool communication, making sure both ServiceNow and third-party agents can dynamically exchange information,” said Dorit Zilbershot, group VP of AI experiences and innovation at ServiceNow during the press conference. “We look at it as distributed intelligence across the enterprise.”

The AI Agent Fabric also allows ServiceNow’s thousands of AI agents to work side by side with third-party agents as part of a coordinated system. Customers can create their own domain-specific agents with ServiceNow AI Agent Studio, use ServiceNow Agents, and bring in AI Agent Fabric integrations from the likes of Adobe, Cisco, Google Cloud, IBM, Microsoft, UKG, Zoom, among others, via the ServiceNow Marketplace.

The company said ServiceNow AI Control Tower is generally available now, and AI Agent Fabric is currently available to early adopters and will enter general availability in Q3 this year.

Expanded partnership with Nvidia

ServiceNow also announced an expanded partnership with Nvidia today with the debut of a new high-performance ServiceNow reasoning model called Apriel Nemotron 15B, an open-source LLM post-trained with Nvidia and ServiceNow data that focuses on evaluating relationships, applying rules, and weighing goals to reach conclusions or make decisions.

Apriel Nemotron 15B was developed as a compact, enterprise-grade LLM for real-time workflow execution, with a focus on making it faster, more efficient, and more cost effective to run on Nvidia GPU infrastructure as an Nvidia NIM microservice.

And as part of the expanded partnership, the two companies are collaborating on a joint data flywheel architecture that will integrate ServiceNow Workflow Data Fabric with Nvidia NeMo microservices.

ServiceNow said it expects the new model to be available in Q2 this year.