ServiceNow named a Leader by Gartner^® in business orchestration and automation

Rohan Dhamejani, AI and platform product marketing manager at ServiceNow, co-authored this blog post.

We’re thrilled to announce that Gartner has named ServiceNow a Leader in its first Magic Quadrant™ for Business Orchestration and Automation Technologies (BOAT).¹

This category brings together what used to be fragmented automation tools: robotic process automation (RPA), low-code platforms, integration services, and AI. Instead of treating these as separate solutions, BOAT recognizes unified platforms that can orchestrate complex workflows across departments, systems, and data sources.

For more than two decades, ServiceNow has been building toward this moment, helping organizations rethink how work gets automated, connected, and executed across the enterprise. We believe this recognition signals that the world is moving toward the vision we’ve been building since our inception.

Why ServiceNow is built for BOAT

BOAT has been our destination since day 1. For more than 20 years, ServiceNow has powered how work gets done across the enterprise. Helping the world’s most complex organizations, including most of the Fortune 500, has taught us how work truly moves across teams, systems, and processes. We’ve seen what succeeds, what doesn’t, and what it takes to automate at scale without breaking trust.

That real-world experience is our strength. It’s why the ServiceNow^® AI Platform feels different: It’s grounded in a deep understanding of how enterprise work really happens.

That foundation is what makes us built for BOAT. The ServiceNow AI Platform brings together workflow automation, AI, low-code development, and deep integration capabilities into one cohesive system of action.

With our constant rhythm of AI innovations, we’re doing more than keeping pace with change. We’re defining the future of intelligent automation for the enterprise with:

• Unified data and workflows: We don’t bolt on automation; we've built it into our single architecture and data model that connect workflows across IT, customer service, HR, and other areas. With Workflow Data Fabric and our unified platform, every process and piece of data works together, enabling seamless orchestration across the entire enterprise.
• AI at the core: ServiceNow AI Agents don’t just assist; they act. Because we've built AI directly into our platform, it has access to the full context of every process, system, and data source. That means our AI agents can take action with accuracy.
• Meaningful business outcomes: From faster resolution times to reduced manual effort, our customers are seeing measurable impact across their operations:
  • 30,000 human hours saved every year at AstraZeneca
  • 7 times faster resolution times for cases at Pure Storage
  • 125 service management platforms integrated on one unified platform at BT

Why AI agents belong on a BOAT platform

AI agents can’t deliver their full potential in siloed point-solution systems. To act intelligently, they need the complete context of how work moves across the enterprise within systems, data, approvals, and processes. That’s exactly what a BOAT platform provides: a unified architecture that unites AI, data, and workflows.

On a BOAT platform, AI agents orchestrate. They have full context needed to know what needs to happen, when, and why so that they can take action with precision. In this way, AI becomes a driver of meaningful business outcomes.

Other company and product names may be trademarks of the respective companies with which they’re associated.

What makes ServiceNow unique

Most vendors offer individual automation tools—RPA here, low-code there—that run separately. ServiceNow brings everything together on one platform. Workflows give structure to how work moves, and AI and data power the automation behind it.

That means every automation has both structure and full context to move work forward across the business, not just within one team or system. At ServiceNow, we’re not stitching tools together. We’re orchestrating business outcomes end to end.

Just as important is our philosophy on automation. We believe AI should empower people, not replace them. The ServiceNow AI Platform amplifies human capabilities, freeing employees to focus on higher-value work while AI agents handle repetitive and routine tasks.

Our automation is designed to make work easier, faster, and more meaningful—in every corner of the enterprise.

Looking ahead

As the BOAT category evolves, we’ll continue to push the boundaries of what’s possible with AI. We plan to expand our orchestration capabilities and help customers move confidently into this new era of automation that’s both intelligent and actionable.

Use the ServiceNow AI Agents Economic Value Calculator to measure the impact of connected automation in your enterprise. And get more insights in the Gartner Magic Quadrant report.

¹ Gartner, "Magic Quadrant for Business Orchestration and Automation Technologies," by Saikat Ray, Tushar Srivastava, Marc Kerremans, Arthur Villa, Cathy Tornbohm, Sachin Joshi, 15 October 2025.

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