ServiceNow and Microsoft co-innovate to put AI in action at scale

AI isn’t slowing down, but some enterprises are stuck at the starting line. Only 33% of enterprises have piloted or implemented at least one agentic AI use case, according to the ServiceNow Enterprise AI Maturity Index.

The reality is that AI is only as powerful as the platform it’s built into. Organizations need the right mix of tech and talent to see real adoption and impact. That idea is the foundation of the ServiceNow and Microsoft partnership, a shared vision to create seamless, scalable AI experiences that transform every corner of the business.

Across every layer—AI, data, security, developer, and workplace—ServiceNow and Microsoft are working to address the entire AI estate by building a unified ecosystem where:

• Agents can talk to agents.
• Workflows can talk to data.
• Humans stay in control.

That’s why we’ve launched co-innovations that make it easier for enterprises to adopt AI responsibly, make data securely accessible, and empower employees everywhere to do their best work. Here’s how our innovations are helping organizations put AI in action to turn complexity into human capability.

AI in the flow of everyday work

AI is about enhancing how people do their work, not changing it. We’re meeting employees where they are with the help of AI agents.

The ServiceNow^® Now Assist custom engine agent can now be hired directly inside Microsoft Agent 365—Microsoft’s new multiagent ecosystem—to automatically handle password resets, collaborate on code to reduce context switching, and optimize hybrid work schedules. Users get the help they need without toggling between tools or duplicate data.

• Employees can ask ServiceNow AI Agents to search knowledge base articles, order catalog items, and complete tasks directly in Microsoft Teams via the ServiceNow Now Assist integration with Microsoft Copilot.
• Developers can securely exchange development context across GitHub and the ServiceNow AI Platform with ServiceNow Build Agent, which works directly with GitHub Coding Agents while keeping human developers in control. human developers in control.
• Leaders can manage hybrid work experiences more intelligently and improve space utilization through the connection of Microsoft’s Places Graph API with real-time occupancy data from ServiceNow Workplace Service Delivery.

This means less swivel-chairing for employees and more doing.

“ServiceNow and Microsoft have established a ‘frontier partnership, bringing to reality the power of agent-to-agent interoperability, agentic workflows, and digital workers that can be applied to enterprise AI transformation scenarios,” says Peter Martin, director of global partner technology strategy at Microsoft.

A single control pane for AI

Scaling AI demands visibility, trust, and control. That’s where ServiceNow AI Control Tower comes in. That, integrated with Microsoft Foundry, Copilot Studio, and Entra ID, gives organizations—and AI Centers of Excellence—a unified dashboard to:

• Manage AI assets running across Microsoft and ServiceNow ecosystems, including AI agents deployed on Agent365.
• Track usage, performance, and return on investment.
• Monitor access and data security to keep it compliant.

Think of this as your central nervous system for AI, helping to ensure people within your enterprise can innovate with governance built in.

Data that fuels intelligent action—in real time

AI is reliant on connected data. Fragmented systems and duplicated data have long stood in the way of real-time intelligence. Now, that’s changing.

The integration of ServiceNow Workflow Data Fabric and Microsoft OneLake/Fabric helps organizations:

• Connect and understand trusted data without duplications, so insights turn into action.
• Break down data silos between workflow and analytics environments.
• Receive prescriptive, data-driven guidance via AI agents that tap into both systems.
• Ensure data flowing into AI models stays secure, governed, and contextual.

Your people don’t have to choose between making the right decisions and deciding fast. Whether it’s a finance persona adjusting budgets or a service agent triaging issues, decisions can happen faster and smarter.

Security that responds, not just reacts

The average enterprise sees thousands of security alerts a day. That means sifting through a lot, which can lead to analyst fatigue.

ServiceNow and Microsoft are enabling bidirectional, AI-to-AI security operations investigations:

• Microsoft Copilot detects and summarizes threats.
• ServiceNow Security Incident Response automates containment and remediation workflows using asset and user info from the Configuration Management Database.

Combined, we can strengthen enterprise resilience with faster mean time to resolution and more time for human analysts to focus on high-impact threats.

A unified ecosystem to scale AI responsibly

These co-innovations aren’t just connections between two platforms. They’re building blocks for a new way of working: one where AI, data, and workflows come together to make every human interaction more meaningful.

Find out more about ServiceNow and Microsoft co-innovations.