--- sourceDocument: Zurich ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/platform-administration Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich ServiceNow AI Platform Administration ft:clusterId : - platadm bundleId : - platadm workflow : - Platform --- # How the ServiceNow AI Platform works # How the ServiceNow AI Platform works {#ariaid-title1} * Release version: Zurich * * Updated June 8, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of How the ServiceNow AI Platform works The ServiceNow AI Platform serves as the unified foundation for all ServiceNow products, integrating AI, data, workflows, and security within a single data model. It supports various enterprise functions including IT, CRM, employee experience, risk management, security, and application development. The platform enables AI-driven actions beyond simple recommendations by running AI Agents that execute workflows across systems while adhering to your business rules and policies. Its single data model connects hundreds of systems to provide AI with the necessary business context, eliminating fragmented tools and enabling scalable AI deployment without sacrificing control. Show full answer Show less ## Architecture and Administration The platform is built on a multi-instance architecture that allows data segregation among business entities while maintaining central management. Customization is supported in all instances, enabling software installation, data import, workflow and process creation, application development, and UI design. It offers strong data privacy, live monitoring, and supports localization in multiple languages and currencies. Administration is streamlined through the AI Platform Admin Center, providing configuration management and operational insights. ## Performance, Reliability, and Upgrades Designed for enterprise scale, the platform is supported by global datacenters and infrastructure that grows with your organization. Regular releases follow a predictable cadence with automated testing and upgrade options to ensure continuity of operations. ## Ecosystem and Subscription Management The ServiceNow Store extends the platform with partner-built applications and integrations tailored to diverse industries and use cases. Subscription Management offers centralized visibility into active licenses and usage, helping organizations optimize their deployment and budget. ## Integration and Workflow Automation The Workflow Data Fabric enables seamless unidirectional and bidirectional data integrations between instances and external services using the MID Server system. The platform executes work through structured workflows, agentic workflows, and Playbooks---stage-gated processes with decision logic and SLA enforcement---ensuring AI agents operate within defined governance and business rules. ## AI and Automation Capabilities ServiceNow AI Platform offers intelligent AI Agents and generative AI tools like Now Assist and flexible large language model (LLM) integration across departments. Prebuilt agentic workflows accelerate AI-powered automation with governance, orchestration, and business rule compliance, which can be customized to fit unique organizational processes. ## Security and Compliance The platform secures enterprise data via end-to-end encryption, role-based access controls, and data residency options compliant with global regulations. Identity and access management supports SSO, SAML, OAuth, multi-factor authentication, and integrates with existing identity providers to ensure appropriate user access. ## Developer and Low-Code/No-Code Tooling ServiceNow provides tools such as Build Agent, App Engine Studio, Workflow Studio, Integration Hub, and Playbooks to help developers and business users rapidly build and extend applications. These tools support server-side JavaScript, drag-and-drop workflows, UI design, and AI-assisted application building, enabling custom workflows and automation without compromising governance. ## Knowledge Management The platform's Knowledge Management capability continuously provides AI agents with verified, structured content, improving accuracy and accessibility. It identifies knowledge gaps and duplicates, optimizing content to support scalable AI agent actions organization-wide. ## Analytics and Process Mining Platform Analytics delivers data visualizations, dashboards, and KPIs for insights and user engagement tracking. Process Mining discovers workflow bottlenecks, deviations, and identifies new automation opportunities, connecting improvements directly to actions on the platform. ## Mobile The platform offers native mobile applications that enable employees to access services across IT, HR, and other departments from a single app. It supports ready-to-use workflows, low-code mobile app development for iOS and Android, and complete branding customization to meet enterprise needs. The ServiceNow AI Platform is the unified foundation for every ServiceNow product, bringing together AI, data, workflows, and security on a single data model. Watch this video for an introduction to ServiceNow AI Platform architecture. ## Overview of the ServiceNow AI Platform {#how-now-platform-works__section_k1x_4jd_3vb} The ServiceNow AI Platform is the unified foundation for every ServiceNow product. It brings together AI, data, workflows, and security to execute work across areas such as IT, CRM, employee experience, risk and security, and application development. Built on unified data and enterprise governance, the platform enables AI that goes beyond recommendations to take action. ServiceNow AI Agents run workflows across enterprise systems, all governed by your business rules and policies. With a single data model connecting to hundreds of systems, the platform gives AI the business context it needs to interpret what's happening and act accordingly across every department. This eliminates fragmented tools and enables organizations to put AI to work at scale---without compromising control. ## Architecture {#how-now-platform-works__section_yml_qmd_3vb} The ServiceNow AI Platform supports customization, live reports and monitoring, and strong data privacy. Services on the ServiceNow AI Platform are provided on a multi-instance basis, instead of running one instance with multiple users. Administrators can segregate their data between business entities in a multi-instance architecture, offering different experiences per instance while they all remain centrally managed through the platform. Customization options are available in all instances, with software installation, data importing, and creation of workflows, processes, applications, and UIs. ## Performance, reliability, and scalability {#how-now-platform-works__section_performance-reliability-scalability} The ServiceNow AI Platform is built for enterprise scale, with global datacenter availability and infrastructure that grows with your organization---whether you run a single department or a worldwide operation. ## Administration {#how-now-platform-works__section_jst_tc2_3vb} The ServiceNow AI Platform [Admin Center](https://www.servicenow.com/docs/EaM6kXEnee0GJGdqHl8GcA "Admin Center provides a central hub for platform owners and admins to access platform capabilities, discover new applications, and get intelligent, actionable insights.") gives business administrators at-a-glance information and access to configuration management. Localization is available in more than a dozen languages and currencies. In-house and third-party translation services handle communications, virtual agent chat, user input translation, and more. For more information, see [Translation and localization](https://www.servicenow.com/docs/RqlKYndUCRjhXc3pW4yjuw "Provide service around the globe with language translation and localization for specified regions."). ## Upgrade and release management {#how-now-platform-works__section_upgrade-release-management} The ServiceNow AI Platform delivers regular releases on a predictable cadence, with automated testing tools and upgrade options that keep your operations running through every update. ## Ecosystem and marketplace {#how-now-platform-works__section_ecosystem-marketplace} Extend the platform through the [ServiceNow Store](https://www.servicenow.com/docs/dshJ4JS4g01GIt_QLTQgpA "Expand the capabilities of the ServiceNow AI Platform with hundreds of certified, ready-to-use apps, integrations, and products that are available on the ServiceNow Store."), where partner-built applications and integrations are available for deployment. A robust partner ecosystem means solutions exist for many industries, use cases, and technology environments. ## Subscription Management {#how-now-platform-works__section_subscription-management} [Subscription Management](https://www.servicenow.com/docs/lSHq7ephLCMrPgP042xDaQ "Subscription Management enables you to proactively manage your subscriptions and monitor subscription usage on your instances.") provides full visibility into active subscriptions and license consumption from a single location. Use it to right-size your deployment, add capabilities as needs evolve, and maintain budget control across your organization. ## Integration {#how-now-platform-works__section_c1w_pvd_3vb} The Workflow Data Fabric enables connections between instances and external services on the ServiceNow AI Platform. Both unidirectional and bidirectional data integrations are available, along with email-based connection, and various other methods and technologies, all through the platform's MID Server system. Connection and automation occur in one place, with full instance and data replication, importing and exporting, and prebuilt processes to address various tasks and third-party services. ## AI and automation capabilities {#how-now-platform-works__section_qwt_fqd_3vb} The ServiceNow AI Platform delivers [AI experiences](https://www.servicenow.com/docs/access?context=ai-products&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) and intelligent [AI Agents](https://www.servicenow.com/docs/access?context=na-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) that go beyond recommendations to take action---running workflows across enterprise systems, all governed by your business rules and policies. Now Assist, generative AI, and flexible large language model (LLM) integration bring AI capabilities across every department. The platform supports prompt customization and prebuilt AI experiences, with full visibility through [AI Control Tower (legacy)](https://www.servicenow.com/docs/access?context=ai-control-tower-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). Customize and extend capabilities with AI Agent Fabric to fit your organization's needs. ## Platform agentic workflows {#how-now-platform-works__section_platform-ootb-agentic-workflows} Prebuilt [platform agentic workflows](https://www.servicenow.com/docs/access?context=sn-aia-use-cases-list&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) consisting of [AI Agents](https://www.servicenow.com/docs/access?context=na-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) help organizations accelerate AI-powered automation while maintaining governance, orchestration, and business rules. These out-of-the-box workflows address common enterprise tasks, enabling teams to reduce manual effort, shorten time to value, and scale adoption within a governed framework. Organizations can copy, extend, and customize these workflows to fit their unique processes and business needs. ## Security and compliance {#how-now-platform-works__section_security-compliance} The ServiceNow AI Platform protects enterprise data with end-to-end encryption, role-based access controls, and data residency options that meet global regulatory requirements. Check your entitlements to determine whether you have access to specific security and compliance features. For more information, see [Secure your instance](https://www.servicenow.com/docs/access?context=platsec-landing&version=zurich&pubname=zurich-platform-security&ft:locale=en-US). ## Identity and access management {#how-now-platform-works__section_identity-access-management} Secure every entry point with SSO, SAML, OAuth, and multi-factor authentication, combined with granular role-based access controls. The platform integrates with your existing identity providers so the right people have the right access across every instance and application. For more information, see [Identity](https://www.servicenow.com/docs/access?context=identity-landing&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) and [Access Management](https://www.servicenow.com/docs/access?context=access-management-landing&version=zurich&pubname=zurich-platform-security&ft:locale=en-US). ## Workflow automation and Playbooks {#how-now-platform-works__id_dps_jzg_njc} The ServiceNow AI Platform executes work through a combination of structured workflows and agentic workflows. [Playbooks](https://www.servicenow.com/docs/access?context=process-automation-designer&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) provide stage-gated processes, decision logic, SLA enforcement, and audit trails that ensure AI agents act within the boundaries your organization defines. Agentic workflows break down complex, unpredictable tasks into manageable steps assigned to specialized AI agents. Together, Playbooks and agentic workflows support deterministic process execution and adaptive, context-driven agent action across every department. ## Developer and low-code/no-code tooling {#how-now-platform-works__section_developer-low-code-no-code-tooling} Build and extend applications faster with [Build Agent](https://www.servicenow.com/docs/access?context=build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US), [App Engine Studio](https://www.servicenow.com/docs/access?context=aes-overview&version=zurich&pubname=zurich-application-development&ft:locale=en-US), [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US), [Integration Hub](https://www.servicenow.com/docs/access?context=integrationhub&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US), and[Playbooks](https://www.servicenow.com/docs/access?context=process-automation-designer&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US), and more. The platform supports server-side JavaScript development, integration configuration, drag-and-drop workflow creation, user interface design, and AI-assisted application building. Create custom workflows, automate processes, and ship production-ready applications without sacrificing governance or control. For more information, see [App development, agentic development, and low-code](https://www.servicenow.com/docs/access?context=hyperautomation-low-code-landing-page&version=zurich&pubname=zurich-hyperautomation-low-code&ft:locale=en-US). ## Knowledge Management {#how-now-platform-works__id_pwx_5zg_njc} The [Knowledge Management](https://www.servicenow.com/docs/access?context=knowledge-management&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) capability on the ServiceNow AI Platform provides AI agents with continuous access to verified, current, and structured content across every department. The [Knowledge Center](https://www.servicenow.com/docs/access?context=knowledge-center&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) closes gaps identified from live incident and case patterns, detects duplicates before they affect agent decisions, and continuously optimizes content for accuracy and accessibility. With knowledge, data, and agentic workflows running on a single unified model, the knowledge layer that governs agent actions scales as AI agents scale across the enterprise. ## Platform Analytics and Process Mining {#how-now-platform-works__section_f4q_nmx_dwb} Distribute and consume Platform Analytics through data visualizations and dashboards with optional filters. Explore KPIs and receive insights into significant events in the data. Use dashboards to create a visual story with Platform Analytics data that you can share with multiple users. Use data visualizations based on table, indicator, or other data in dashboards across the Analytics Center. Administrators can use Usage Insights to get information on user engagement with both mobile and web applications, including user population, retention, and behavior. [Process Mining](https://www.servicenow.com/docs/access?context=process-mining&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) helps you discover ways to streamline your business, find bottlenecks and deviations in workflows, and filter and compare processes. Process Mining identifies where new agentic opportunities exist, measures the impact of agents already deployed, and connects improvement opportunities directly to action on the same platform. For more information, see [Platform Analytics](https://www.servicenow.com/docs/access?context=c_performanceAnalyticsAndReporting&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) and [Process Mining](https://www.servicenow.com/docs/access?context=process-mining&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US). ## Mobile {#how-now-platform-works__section_kdc_fqd_3vb} Your employees can find answers and get things done across IT, HR, facilities, and other departments---all from a mobile application powered by the ServiceNow AI Platform. The platform provides native mobile for the enterprise, delivering tailored experiences for routine employee needs from a single mobile app. Take advantage of ready-to-use workflows for common use cases with direct connection to data. Simplify development with low-code mobile developer tools that create and customize apps for both iOS and Android. Brand your application completely---add your own logo, color theme, splash screen, and more. For more information, see [Mobile Platform](https://www.servicenow.com/docs/access?context=mobile-config-navigation&version=zurich&pubname=zurich-mobile&ft:locale=en-US).