One unified AI platform, ready for anything

Every day, I work with ServiceNow customers and partners who are putting AI to work to solve complex business challenges and drive measurable, sustainable value.

Success starts with understanding how to activate the ServiceNow AI Platform—where AI, data, workflows, and governance come together to turn potential into performance. This is how organizations are transforming their businesses today, on one unified AI platform built for the AI era.

I’d like to break down how all the components of the ServiceNow AI Platform—including task and configuration item objects, RaptorDB, Workflow Data Fabric, agentic AI, and AI Control Tower—work together to deliver business value based on a whiteboard session I recently led. Let’s walk through how ServiceNow fits into the three layers of enterprise AI architecture.

Data layer and integration

We built a single data model that connects multiple data sources and every system of engagement to integrate seamlessly across industries and departments. Integration Hub links ServiceNow to more than 200 transactional systems (such as SAP and Salesforce), synchronizing master data and enabling seamless workflow integration.

The addition of analytical data, including zero copy and indexing, allows the ServiceNow AI Platform to access external datasets (such as Snowflake and Databricks) without importing all the data. Essentially, we’re able to support remote data queries.

RaptorDB, a column store database, enables us to query the data much faster, which is critical for AI-driven operations. In simple terms, that’s what makes real-time, AI-led decisions possible without adding data debt.

Knowledge Graph provides a navigation map that guides AI agents to efficiently access and relate data both inside and outside ServiceNow. As we build more integrations, the navigation map is expanded.

All this together makes up Workflow Data Fabric, designed to provide agility for how ServiceNow activates workflow capabilities. For customers and partners, this means faster insights, less complexity, and more connected workflows that fuel AI-driven outcomes.

AI and workflow tooling layer

Our Service Catalog, flows, playbooks, and other capabilities let teams build and automate workflows without writing code. To that, we added predictive intelligence, AIOps, and machine learning to glean insights from the single data model through pattern recognition. Then on top of that, we added automation in the form of Process and Task Mining, robotic process automation (RPA), and large language model (LLM) skills.

Building on that foundation, we introduced Now Assist—prebuilt AI skills, including summarization, automatic knowledge base article creation, and code generation, that turn everyday work into intelligent workflows. This means customers and partners can simply activate AI within their existing applications and even bring in third-party LLMs to build new AI skills.

AI agents are designed to carry out assigned tasks. Each AI agent has a single purpose and is really good at what it does. But they need help to work together.

That’s why we created AI Agent Orchestrator—the all-seeing, all-knowing super AI agent that can coordinate individual AI agents to fulfill complex workflows and autonomous processes. It’s how enterprises move from isolated AI tasks to autonomous, coordinated business processes at scale.

This AI agent orchestration requires governance, so we built AI Control Tower. It incorporates organizations’ risk policies into their workflows to help meet security and regulatory compliance.

AI Agent Studio lets customers and partners build custom AI agents using third-party LLMs to extend and differentiate their AI agent capabilities. That means customers and partners have flexibility in how they use the ServiceNow AI Platform to drive AI transformation in their businesses through a single pane of glass.

Workflow experience layer

From IT to security operations to HR to finance to customer relationship management (CRM), every workflow runs on one platform. Because our research and development and product teams build on the same architecture, we innovate faster—with no technical debt.

We’ve made it even easier for employees to deliver great customer experiences through a single AI interface. ServiceNow AI Experience brings together voice, text, image, web, and build agents into one multimodal workspace—powered by enterprise data and connected workflows.

Instead of navigating multiple systems, employees can simply ask questions through natural conversation. The system understands context, retrieves the right information, and takes action across departments to resolve customer issues fast. This is AI in action—an everyday use case where AI drives outcomes.

It’s also how we’re helping organizations boost service quality, shorten resolution times, and ensure customers get what they need, when they need it.

With AI woven across every workflow, customers and partners can augment, add, replace, and coexist with autonomous AI agents on one unified architecture and one data model. ServiceNow isn’t just another AI assistant or summarization tool. It’s the operating system for agentic AI.

Watch the whiteboard session to see how it all connects. The ServiceNow AI Platform gives you the blueprint to simplify integration, accelerate innovation, and scale transformation—today.

Whether you’re a partner designing AI-powered solutions or a customer reimagining how work gets done, now is the moment to make AI, data, and workflows work together in every corner of your business.