ServiceNow achieves ISO certification for its AI management system

At ServiceNow, we put responsible AI to work for people. That’s precisely why I’m proud to announce that we’ve achieved ISO/IEC 42001:2023 certification for our AI management system.¹ It signifies our commitment to accountable, secure, and ethical AI practices, along with a select group of technology leaders.

This internationally recognized standard demonstrates our dedication to responsible AI development and robust governance, aligning our operations with globally recognized best practices.

What does ISO/IEC 42001:2023 certification mean?

ISO/IEC 42001:2023 is the world’s first AI management system standard. It provides a comprehensive framework for AI risk management that supports ethics, transparency, and compliance while encouraging innovation. It sets clear requirements for:

• Structured governance through an AI management system to oversee projects, AI systems and components, and data practices
• Adherence to ethical principles such as transparency, fairness, safety, privacy, and accountability
• Robust risk management to identify, assess, and mitigate AI-related risks and societal impacts
• Continuous improvement to review management system effectiveness and update evolving technologies, regulations, and organizational needs

This certification validates that ServiceNow AI capabilities meet rigorous standards and requirements, giving customers, partners, and regulators confidence in our approach to transparency, security, and the ethical use of AI.

How does ServiceNow approach AI?

ServiceNow’s approach to responsible AI is anchored in four core principles. Our AI is:

• Human-centered
• Inclusive
• Accountable
• Transparent

These principles guide every stage of the AI lifecycle, helping to ensure governance is built into our products from design to deployment.

We use stringent standards for testing and monitoring to continuously improve safety, security, and reliability. Transparency is central to our approach, and it’s reflected in detailed model cards, comprehensive documentation requirements, and advanced observability tooling.

Accountability is reinforced through defined AI governance processes, including risk reviews, data governance standards, strong controls, and critical roles—such as AI stewards, who are responsible for providing governance oversight, data usage guidance, and compliance support across AI initiatives.

Importantly, we rely on the same solutions we offer customers to operationalize these commitments. With ServiceNow^® AI Control Tower, we deliver governance and observability. And with Now Assist Guardian, we provide safeguards for AI deployments that feature robust safety and security measures.

These capabilities turn principles into practice, enabling us and our customers to scale AI responsibly and build trust at every step. responsibly and build trust at every step.

How does this certification affect customers?

This certification delivers additional assurance that our AI solutions are effectively governed by a trusted framework. This enables our customers to confidently use the ServiceNow AI Platform for their most critical workflows. for their most critical workflows.

Beyond assurance, this certification supports customers’ own compliance and trust efforts. By using certified AI services, organizations can demonstrate their commitment to adopting technologies developed responsibly and in alignment with global standards. This can strengthen trust with regulators, partners, and stakeholders while accelerating responsible AI adoption.

We're just getting started

This ISO certification is a milestone in our journey to make AI safer, more transparent, and more reliable. We’ll continue to innovate with governance at the core, delivering solutions that empower customers while upholding recognized standards of safety, security, and ethics.

By prioritizing responsibility at every stage of AI development, we aim to strengthen trust in AI-driven innovation and support confident adoption across the organizations we serve.

Find out more about ServiceNow’s approach to responsible AI.

¹ The scope of the ISO/IEC 42001:2023 certification is limited to the Artificial Intelligence Management System (AIMS) supporting ServiceNow AI, including the agents, tools, and utilities that leverage internally developed and third-party AI models to deliver automation and intelligence across platform and business unit features, in the role of an AI producer and AI provider and in accordance with the statement of applicability, version 1.0, dated Aug. 22, 2025.