Now Assist and the EU AI Act Why this matters now By 2 August 2026, every Now Assist deployer in the EU must disclose AI interactions to end users under Article 50. Article 4 AI literacy has been enforceable since 2 February 2025. The high-risk re...
A practical guide for ServiceNow professionals who want to understand what MCP is, why it matters, and how to build with it today By Vyoma Gajjar | Senior Principal AI Architect, CEG Autonomous Implementations CoE Start here if you have no idea what...
Context / Business Challenge Every enterprise has them: legacy HTML forms scattered across intranets, portals, and SharePoint pages, manually maintained, disconnected from workflows, and far from the self-service experience users expect today. Migrat...
Looking under the hood of this feature Introduction In Skill Kit, when creating a custom Skill or updating a cloned one, you may have noticed the ability to add pre-processor and post-processor scripts. The purpose of this article is to shed light on...
Getting Started with AI Agents: Why Context Is Everything Here's a pattern that shows up quietly across enterprise AI deployments: teams invest in AI, get it connected, and then notice something frustrating. The outputs look reasonable. The languag...
Getting Started with AI Agents: Governing AI Across Your Platform Here's a pattern we see emerge in nearly every enterprise AI conversation: teams are deploying AI fast — and the tools they're reaching for live outside the platform where the actual...
A practical framework for ServiceNow AI architects who want their MCP agents to reason correctly in production — not just connect. The failure nobody puts in the demo The demo worked perfectly. Two tools, one test prompt, clean result. You showed ...
You built an AI Agent. Now prove it works. Building an AI Agent on ServiceNow is the easy half. Trusting one is the work most teams haven't started. Teams get good at modeling the agent instructions, wiring tools, toggling Active button, and watc...
An upgrade to my earlier Virtual Agent + Microsoft Teams build guide My earlier community article, Integrating ServiceNow Virtual Agent with Microsoft Teams, walked the configuration using the pre-published "Now Virtual Agent" bot. This article d...
Builds on Vyoma Gajjar's earlier CEG AI CoE article "MCP: The Protocol Powering Agentic AI" — extends to the cross-instance scenario with a complete reproducible build. The integration problem nobody wants to keep solving Cross-instance ServiceNow ...
Note: This article covers ServiceNow as an A2A server. For the opposite direction — ServiceNow as an A2A client invoking external agents — see ServiceNow as a Primary A2A Agent. You Built an AI Agent. Now Make It Reachable. You've built an AI Age...
The other half of the story Last week I shared how to expose ServiceNow AI Agents via Google A2A — ServiceNow as an A2A server, responding to external systems. That's one direction. This article proves the opposite direction: ServiceNow as an A2A...
Introduction Welcome to the AI Center of Excellence team at ServiceNow! We are a team of dedicated AI Strategists and Architects focused on advancing the implementation and adoption of AI solutions for our customers. Through numerous hands-on custom...
Introduction: Welcome! This article is part of a series from the ServiceNow AI Center of Excellence (CoE) team. Our goal is to help customers implement and adopt AI Agents on ServiceNow. One key challenge when designing AI Agents is eliminating recur...
A Reader's Guide to the ServiceNow AI Agent Well-Architected Review The Well-Architected Review for AI Agents is a 56-page document, and how you navigate it matters as much as what you take from it. This guide orients you before you dive in. Who it...
Introduction Think about one of the most common questions we hear everyday: "We know AI Agents are the future, but how do we figure out the right use cases for our organisation?" Most teams don't struggle with enthusiasm for agentic AI — they strug...
Most enterprise teams that license AI do not use it. That is not a complaint. It is the most interesting problem in the field right now. The gap between "we have AI" and "AI is working for us" is not a technology gap. It is a decision gap. And onc...
Agentic AI Adoption Playbook Put AI to Work. For People. A strategic playbook for adopting ServiceNow Otto and Agentic AI on the ServiceNow platform, from first activation to enterprise-wide autonomous workflows. Important: This playbook is ba...
The Only AI Project Plan You Actually Need Kelli Abbott ServiceNow Employee | AI Center of Excellence Here's what I wanted to build: a project plan so simple and reliable that it just works. No reinventing the wheel for every engagement. No 47-sli...
About the AI Center of Excellence team Welcome to our community article series from the Customer Excellence Group (CEG) AI Center of Excellence (AI CoE) team at ServiceNow. We're a group of AI strategists, architects, and practitioners who work di...
