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...
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...
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...
Based on what we are hearing from lots of customers, you’re probably enthusiastic about AI and Now Assist. It’s a fantastic opportunity to ramp up productivity and give everyone in your organization a great user experience. We have received feedback ...
AI Center of Excellence · ITSM Series Why your ITSM agents are closing tickets fast—and teaching your AI nothing Hello value: How to turn your service desk's worst habits into your AI's biggest strengths KA Kelli Abbott AI Strategy & CoE, Servi...
Your AI Agents Are Starving. Here's How to Feed Them. The three critical configurations per workflow that transform ServiceNow from work tracker to intelligence multiplier - Value unlocked ITSM, CSM, HRSD, ITOM, SecOps, ITAM, & SAM Warning - This i...
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...
In late 2025, MIT captured headlines claiming that “95% of organizations are getting zero return” from GenAI (source: MIT Sloan, State of AI in Business 2025). In my experience working with ServiceNow customers and Customer Success teams, the issue i...
