ServiceNow AI Control Tower in the Zurich Release - Mastering AI governance

[Usman Sindhu]

Built on the foundation of the ServiceNow® AI Platform, the AI Control Tower (AICT) establishes central oversight across enterprise teams, providing AI visibility & control, driving alignment, and enhancing value. AICT provides organizations with holistic visibility into their AI assets through the onboarding and discovery of AI systems, models, and datasets. Whether your AI is internally developed, sourced from third parties, or embedded in SaaS and external platforms, AI Control Tower delivers the visibility and control you need to scale and govern responsibly.

Below is a deeper dive into the highlights of this release.

🧠 1. Strategy Takes the Driver’s Seat

AI Control Tower now includes robust strategy management capabilities powered by Strategic Portfolio Management (SPM). Enterprises can build and manage AI demand, roadmaps, portfolios, and scenario plans — all tied directly to business outcomes.

Customers can track progress against AI goals, monitor investments, and proactively course-correct initiatives that are drifting off track. The foundational goal framework is available to all AI Control Tower customers, while execution-level capabilities are unlocked with SPM Pro.

AI Strategy Dashboard (Integration with Strategic Portfolio Management)

🔍 2. Discover and Unify Your Entire AI Inventory

The Zurich release introduces expanded coverage to gain visibility into AI assets. AI CoEs can now understand what AI Assets they have, ownerships, and their usage.
Built-in integrations with AWS Bedrock and Azure AI Foundry make it easier than ever to discover and register third-party AI assets, including systems, models, and datasets used to train the LLMs. All the usage information is pulled from the discovered data, including prompts.

AI Control Tower provides flexibility to ingest AI assets, whether using custom APIs or automated discovery. All of the AI asset data is maintained in the CMDB with out-of-the-box classes that speed up data mapping and availability. Now, customers can track and manage their entire AI footprint — across cloud, on-prem, and hybrid environments — in a single control plane for AI.

AI Asset Inventory Dashboard

📊 3. Measure What Matters with Value Insights

With enterprise-wide AI adoption comes the need to measure its impact. The new value tracking capabilities in AICT allow users to define custom metrics, build dashboards, and evaluate the ROI of AI initiatives in real-time. We provide value templates natively to jumpstart AI adoption and tracking based on industry standards. Additionally, customers can define their own value templates to visualize metrics unique to their strategy.

Teams can track productivity gains, time savings, adoption levels, and overall effectiveness — giving CAIOs and product owners the ability to demonstrate and optimize AI investments across the board.

AI Value Dashboard

🔐 4. Built-In AI Governance and Risk Management

The Zurich release brings a major leap forward in governance. A new AI Risk & Compliance Workspace allows for centralized tracking of risks, controls, and compliance across all AI assets. An enhanced AI Risk & Compliance Landing Page aggregates individual risks — bias, drift, security, etc. to inform enterprise AI risk profiles for higher level visibility.

It includes built-in support for emerging standards such as the EU AI Act and NIST AI RMF. Monitoring features can detect dormant or overprivileged ServiceNow AI agents, and generate system-wide risk scoring dashboards to guide action and oversight.

We now provide additional governance for Now Assist and ServiceNow AI Agents, including 3P (AWS Anthropic, Azure OpenAI, and Google Gemini) model choice and routing options. AI CoE working with ServiceNow AI agents can select specific OEM model providers powering ServiceNow skills and agents (custom and OOB). It also integrates with Now Assist Skill Kit and AI Agent studio experiences to limit model choice to allowed list of providers, adding governance and control.

AI Risk and Compliance Dashboard

📂 5. Streamlined AI Lifecycle Management

AI Control Tower now supports full lifecycle orchestration — from intake to impact. Users can initiate new AI asset requests, complete risk assessments, perform pre-deployment reviews, and retire assets — all within connected workflows.

Product owners, AI CoE teams, and compliance teams collaborate through purpose-built workspaces and case tracking, ensuring enterprise-wide accountability. The AI CoE can get feedback on the overall process and finetune as needed.

AI Adoption Dashboard

🔑 Recap

Start leveraging ServiceNow AI Control Tower right away if you're adopting or strategizing AI projects whether they reside in the ServiceNow platform or elsewhere. AI governance and control is not optional if you want to successfully use AI. AI Control Tower provides you the right approach to align AI with business goals, streamline AI delivery, maintain compliance & risks, and keep an eye on the real-time value.

Set up time with your sales team today!