ServiceNow is the only vendor to be named a Leader by Gartner in AI applications in ITSM

I’m excited to announce that ServiceNow is the only vendor to be named a Leader in the 2025 Gartner^® Magic Quadrant™ for AI Applications in IT Service Management (ITSM) report.¹ This is our second consecutive year as a Leader in the Magic Quadrant™ and our first as the only vendor recognized as a Leader—a humbling recognition.

ServiceNow is also ranked No.1 in two AI for ITSM Use Cases in the 2025 Gartner^® Critical Capabilities™ report for AI Applications in IT Service Management², receiving top scores in AI for ITSM practitioners and AI for autonomous ITSM Use Cases.

We believe this recognition underscores our unwavering commitment to help our customers realize phenomenal outcomes with the ServiceNow^® AI Platform and ServiceNow IT Service Management.

We consistently execute on one vision: to empower businesses with AI that brings together any system, any data, and any workflow. In our view, the results from these reports validate that we’re on the right path.

ServiceNow delivers a market-leading, enterprise-grade solution where AI isn’t an optional add-on—it’s native and the beating heart of the business.

Put AI to work for people, not replace them

Our strategy is simple: to deliver AI that works for everyone, everywhere, every time. It’s built into the core of our platform and fuels all workflows, connecting services to customer support, technology, HR, finance, and every department in between.

We remove complexity. Instead of bolting on AI or tying users to a single software suite, we provide real-time data and intelligent automation to empower people to work together on one unified AI platform that’s ready for anything with:

• Best-in-class large language models (LLMs) such as Now LLM, GPT, Gemini, and Claude.
• Native AI and third-party tools, including Now Assist and ChatGPT.
• Multichannel communication tools ranging from Slack and Teams to phone and email.

Imagine the results for your business. IT can influence important business decisions, reduce costs, and become a profit driver instead of a cost center. AI can support people, not replace them, so that they can do their best work and create real value.

“We have been using ServiceNow IT Service Management in our company for years now, and it has been a game changer,” says a QA change management supervisor in healthcare and biotech.

Only ServiceNow makes it possible by uniting AI, data, and workflows across the entire business.

IT’s new reality in the age of AI

AI has reshaped how IT works. The expectations on IT leaders have changed forever. The time for talk is over. Stakeholders expect AI to bring value to every corner of their business today:

• Executives and board members want solutions that save money, streamline operations, and unlock potential.
• IT teams crave tools that free them from repetitive tasks so that they can focus on fulfilling, innovative work.
• Employees need simple, easy-to-use, and efficient services that prioritize speed and accuracy over bureaucracy.

What’s holding businesses back from giving stakeholders what they want? Reactive and outdated IT that builds more barriers than it breaks. Legacy tools, messy data, and disconnected workflows can't deliver the speed, agility, and intelligence modern business requires.

If IT can’t keep up, performance drops, costs rise, and users lose confidence in IT’s ability to provide reliable service.

Agentic AI turns complexity into simplicity

ServiceNow customers are turning their agentic AI dreams into reality. Using agentic AI workflows, they can build toward a future where AI agents: solve problems before they start, provide smart recommendations, and reliably answer questions in ways people understand.

“ServiceNow IT Service Management has very advanced AI features, which help us to intelligently resolve IT issues,” says an IT manager in telecommunication.

Most importantly, humans stay in control of this autonomous IT environment, managing an agentic AI workforce with secure governance and defined guardrails.

What makes autonomous IT different?

• It’s flexible. You’re not locked into one kind of AI. Whether you’re using native ServiceNow AI and LLMs or major third-party ones, it all works together.
• It’s built for speed and growth. Expensive add-ons and lengthy integrations end up being a thing of the past.
• It’s connected. Our unified data model and Workflow Data Fabric connect technology and data. Zero Copy Connectors in Workflow Data Fabric let the ServiceNow AI Platform use data from any source without copying it, helping your systems effortlessly talk to each other and take action.

ServiceNow delivers transformative outcomes

It’s time to think about AI in IT beyond chatbots and analytics dashboards. ServiceNow infuses AI into everything IT needs to be successful: people, tools, data, and workflows. Here’s how IT leaders, IT teams, and employees are using its power:

IT leaders

• Real-time, actionable insight: Industry leaders such as Stellantis are making faster business decisions using AI agents that can gather data and provide recommendations in conversational language.
• Complete visibility and control: IT leaders at Griffith University built a continuous improvement loop on the ServiceNow AI Platform, where student feedback and real-time service performance insights help refine every phase of the service experience.

IT teams

• No more repetitive, manual tasks: The City of Raleigh said goodbye to swivel chairing by seamlessly automating incident summarization, resolution recommendation, and knowledge base article generation with omnichannel agentic AI workflows for email, chat, ITSM tools, and more.
• Simplified automation creation: IT teams can use out-of-the-box AI agents or build and deploy custom AI agents using low-code, conversational prompts while being protected by secure guardrails.

Employees

• 24/7 omnichannel support: Employees at Lion are getting answers on their own terms through virtual agents, service portals, messaging platforms, voice, and mobile.
• Self-service experiences that work: Instead of slow, bureaucratic IT processes, employees at LAB³ enjoy intuitive, accurate resolutions that get them back to doing work they love.

With thousands of AI agents and apps in action, ServiceNow customers are moving beyond testing AI. They’re putting it to work for their people in a way that’s secure, scalable, and revolutionary.

“It’s a robust and comprehensive product that excels in streamlining IT operations, enhancing efficiency and ensuring seamless service delivery,” says an engineer in banking.

Building IT’s future, together

ServiceNow is built to deliver results, plain and simple. In the age of AI, results are what separate the real deal from the hype. That’s why our customers trust us to help them succeed.

ServiceNow is a market-leading AI platform for business transformation with one architecture, one data model, and endless workflows—all powered by AI. It’s been another monumental year for ServiceNow, and we’re only getting started.

Gain more insights in the complimentary Gartner Magic Quadrant report and the companion Critical Capabilities report. Then, watch our ITSM demo to see how we’re transforming IT for businesses around the world.

¹ Gartner, Inc., Magic Quadrant for AI Applications in IT Service Management, Chris Matchett, Ankita Hundal, Rich Doheny, 2 September 2025

² Gartner, Inc., Critical Capabilities for AI Applications in IT Service Management, Rich Doheny, Chris Matchett, Ankita Hundal, Tyler Cheney, 3 September 2025

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