--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # ServiceNow product tiers # ServiceNow product tiers {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 ServiceNow product tiers ServiceNow organizes its AI-enabled products into three tiers---Foundation, Advanced, and Prime---to enable scalable automation across your organization. Each tier builds on the previous one by adding progressively sophisticated AI capabilities, agents, and governance tools. This tiered structure provides a clear, predictable path to increasing levels of automation, from AI-assisted insights and routine automation to fully autonomous AI workforces capable of multi-step task execution. Show full answer Show less Contact your ServiceNow account team to understand availability and entitlement specific to your organization. Note that the rollout of these tiers is independent of your ServiceNow upgrade cycle. ## Key Features * **Foundation Tier:** Provides AI skills and routine AI agents for task-based assistance using pattern recognition and categorization to accelerate understanding and improve work speed. * **Advanced Tier:** Adds agentic workflows that synthesize context across complex processes, enabling automation of entire workflow steps alongside users. * **Prime Tier:** Offers a fully autonomous AI workforce with independent AI specialists that make and execute decisions while mastering multiple agentic workflows. ### AI Platform Enablers * **Now Assist:** Embedded generative AI that delivers skills like incident summarization, sentiment analysis, reply generation, and case resolution assistance across ITSM, CSM, HRSD, and industry solutions at all tiers. * **AI Agents and AI Agent Studio:** Extend generative AI into autonomous workflows. Administrators can configure pre-built agents at Foundation and Advanced tiers or create new agents via natural language instructions at the Prime tier. * **AI Action Fabric:** Communication layer enabling collaboration between ServiceNow AI agents and third-party AI systems using open protocols to facilitate agent-to-agent and model context interactions. Prime tier supports inbound capabilities for external platform invocation. * **AI Control Tower:** Included at all tiers with capabilities to discover, visualize, govern, secure, observe, and measure ServiceNow AI assets. Full external AI asset management requires an additional license. * **Workflow Data Fabric:** Connects enterprise data sources to the ServiceNow AI Platform without data replication. Foundation tier includes core components like Integration Hub and RPA Hub, while Advanced offers paid upgrades for enhanced connector capabilities. * **RaptorDB:** Next-generation database optimized for AI workloads, included in all tiers with standard performance improvements, and a professional edition for ultra-scale analytics and advanced capabilities. * **Moveworks for ServiceNow (EmployeeWorks):** Integrates conversational AI and enterprise search with ServiceNow's portal and workflows, providing natural-language access to enterprise services across multiple platforms. Its capabilities scale with your AI tier investment. ## Next Steps To start leveraging these AI capabilities in your ServiceNow instance, explore the following resources: * Now Assist overview for AI applications and features * AI Control Tower guidance on AI governance and compliance * Data readiness to prepare your instance data for AI use * Additional related applications such as AI Agent Studio, Workflow Data Fabric, and RaptorDB ServiceNow structures its products and packages in three tiers --- Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools. The Foundation tier delivers AI-assisted insights and routine automation. Advanced adds agentic workflows capable of synthesizing context across complex processes. Prime unlocks a fully autonomous workforce that executes multi-step tasks end to end. This structure makes the path to greater automation simple, predictable, and scalable across your organization. Note: Contact your ServiceNow account team for information about availability and entitlement details for your organization. The rollout of new product tiers is independent of your organization's upgrade cycle. For the latest information about supported product lines, see [ServiceNow Product tiers](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3160245) ## Product tiers {#ai-native-sku-overview__section_vbq_chb_l3c} {#ai-native-sku-overview__table_tier_descriptions__entry__3} | Foundation | Advanced | Prime | |-|-|-| | AI skills, routine AI agents | Agentic workflows | Autonomous AI workforce | | This solution provides task-based assistance using routine pattern recognition and categorization to accelerate understanding and help you work faster. | This solution automates entire steps in a workflow, working side-by-side with you while synthesizing new insights, understanding context, and applying deep domain knowledge. | This solution offers fully independent AI specialists to make and execute decisions autonomously. They apply deep, role-based expertise to master and run multiple agentic workflows. | [ ] {#ai-native-sku-overview__table_tier_descriptions} ## AI platform enablers {#ai-native-sku-overview__section_ai_platform_enablers} Every offering has a set of platform-level AI capabilities powering the skills, agents, and governance experience across all product lines. [Now Assist](https://www.servicenow.com/docs/X_Dv7Yi7FaXgpHtzshqKbg "Learn how ServiceNow Otto Admin brings generative AI capabilities to the ServiceNow AI Platform. With ServiceNow Otto Admin, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively.") : Now Assist is the generative AI experience embedded throughout the ServiceNow AI Platform, delivering skills such as incident summarization, sentiment analysis, reply generation, and case resolution assistance. AI skills are available at every tier, across [ITSM](https://www.servicenow.com/docs/access?context=now-assist-for-itsm-rn&version=australia&pubname=australia-release-notes&ft:locale=en-US), CSM, ServiceNow Otto for HRSD, and industry solutions. For a full overview of the ServiceNow Otto panel and administration tools, see [Now Assist panel](https://www.servicenow.com/docs/hFjjEWdyC~nGw2yDj4YZWQ "With the ServiceNow Otto panel, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly."). [Now Assist AI agents](https://www.servicenow.com/docs/3_8_e2KO3lfz3YU8zFjgyw "Learn how the AI agents enhance live agent productivity by mimicking human-like intelligence to manage tasks ranging from automated responses to complex problem solving.") : AI agents extend generative AI into autonomous agentic workflows. Using [AI Agent Studio](https://www.servicenow.com/docs/InBvAHwy9i3LpzW3MbQGSA "Create, manage, or test AI agents and agentic workflows so that you can create self-executing workflows to help you achieve your business goals."), administrators can configure out-of-the-box agents at Foundation and Advanced tiers, or build net-new agents from natural language instructions at the Prime tier. AI Action Fabric : AI Action Fabric is the communication layer that enables ServiceNow AI agents to collaborate with each other and with third-party AI systems. It uses open protocols to facilitate this collaboration. These protocols include Agent-to-Agent (A2A) and Model Context Protocol (MCP). Foundation and Advanced tiers include A2A outbound connectivity; Prime adds inbound MCP Server Console capability, enabling external platforms to invoke ServiceNow agents directly. For implementation details, see [Enable MCP and A2A for your agentic workflows](https://www.servicenow.com/community/now-assist-articles/enable-mcp-and-a2a-for-your-agentic-workflows-with-faqs-updated/ta-p/3373907). [AI Control Tower](https://www.servicenow.com/docs/m6pDBwlqX3b43m_SnBbhCg "Gain visibility into your organization's AI footprint, manage the lifecycle of AI investments, govern risk and compliance, and measure the business impact of AI with AI Control Tower.") : AI Control Tower is included in every tier (Foundation, Advanced, and Prime) with the same capabilities at each. It discovers and visualizes ServiceNow AI assets automatically, and external AI with setup. It also allows you to manage ServiceNow AI assets (governs, secures, observes, and measures). Full management of external AI assets (govern, secure, observe, measure) requires a separate AI Control Tower for Enterprise AI license. For configuration guidance, see [Exploring AI Control Tower](https://www.servicenow.com/docs/mn30QKp2KmF2LmK94OethQ "Learn how AI Control Tower provides centralized visibility and governance across your organization's AI portfolio, connecting strategic planning, asset discovery, monitoring, compliance, and value measurement in a single workspace.") and [Configuring AI Control Tower](https://www.servicenow.com/docs/9QmX7E6cup0s9Arnkz7nPw "Set up AI Control Tower so your organization can begin managing AI assets, enforcing governance policies, and tracking AI value."). [Workflow Data Fabric](https://www.servicenow.com/docs/access?context=create-integrations-applications&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) : Workflow Data Fabric grounds AI agents in real enterprise data by connecting any application, database, or system to the ServiceNow AI Platform --- without requiring data to be moved or replicated. Workflow Data Fabric Foundation, including [Integration Hub](https://www.servicenow.com/docs/access?context=integrationhub&version=australia&pubname=australia-integrate-applications&ft:locale=en-US), [Robotic Process Automation (RPA) Hub](https://www.servicenow.com/docs/access?context=rpa-main-landing-page&version=australia&pubname=australia-integrate-applications&ft:locale=en-US), [Automation Center](https://www.servicenow.com/docs/access?context=automation-center-landing-page&version=australia&pubname=australia-integrate-applications&ft:locale=en-US), and [Data Catalog](https://www.servicenow.com/docs/access?context=data-catalog&version=australia&pubname=australia-integrate-applications&ft:locale=en-US), is embedded in every tier edition. Workflow Data Fabric Advanced, adding [Zero Copy Connectors](https://www.servicenow.com/docs/access?context=zero-copy-connectors&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) and [Stream Connect](https://www.servicenow.com/docs/access?context=stream-connect-quick-start&version=australia&pubname=australia-integrate-applications&ft:locale=en-US), is available as a paid upgrade. [RaptorDB](https://www.servicenow.com/docs/access?context=raptordb&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) : RaptorDB is the next-generation ServiceNow database, purpose-built to deliver the performance and scale that AI-native workloads demand. RaptorDB Standard underpins every tier edition with improved response times and optimized query performance. RaptorDB Professional unlocks ultra-scale analytics, enhanced column-store capabilities, and advanced instance topology support for organizations running the most demanding generative AI and machine-scale data use cases. Moveworks for ServiceNow (EmployeeWorks) : ServiceNow EmployeeWorks brings together Moveworks' conversational AI and enterprise search with ServiceNow's unified portal and autonomous workflows. This combination gives employees a single, natural-language front door to enterprise services. The solution is available across Microsoft Teams, Slack, browser, and mobile. EmployeeWorks capability is bundled at a level aligned with each tier, ensuring that conversational access scales with your agentic AI investment. For more information, see the [Autonomous Workforce and EmployeeWorks announcement](https://newsroom.servicenow.com/press-releases/details/2026/ServiceNow-launches-Autonomous-Workforce-that-thinks-and-acts-adds-Moveworks-to-the-ServiceNow-AI-Platform/default.aspx). ## Get started {#ai-native-sku-overview__section_get_started} To begin implementing the capabilities offered at each tier on your instance, see the following resources. * [Now Assist overview](https://www.servicenow.com/docs/X_Dv7Yi7FaXgpHtzshqKbg "Learn how ServiceNow Otto Admin brings generative AI capabilities to the ServiceNow AI Platform. With ServiceNow Otto Admin, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively.") --- Learn about the applications and features that make up the AI experience. * [AI Control Tower](https://www.servicenow.com/docs/m6pDBwlqX3b43m_SnBbhCg "Gain visibility into your organization's AI footprint, manage the lifecycle of AI investments, govern risk and compliance, and measure the business impact of AI with AI Control Tower.") --- Learn about the importance of AI governance to ensure responsible use, regulatory compliance, and alignment with enterprise goals. * [Data readiness](https://www.servicenow.com/docs/bZdafzu419EB4VBPSG3Y9g "High-quality data that is complete, accurate, and contextually relevant is the foundation for delivering precise, meaningful, and trustworthy AI responses.") --- Learn how to prepare your instance data for AI. ## Related ServiceNow applications and features {#ai-native-sku-overview__section_related_apps} * [Now Assist panel](https://www.servicenow.com/docs/hFjjEWdyC~nGw2yDj4YZWQ "With the ServiceNow Otto panel, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.") * [Exploring Now Assist](https://www.servicenow.com/docs/X_Dv7Yi7FaXgpHtzshqKbg "Learn how ServiceNow Otto Admin brings generative AI capabilities to the ServiceNow AI Platform. With ServiceNow Otto Admin, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively.") * [AI Agent Studio](https://www.servicenow.com/docs/InBvAHwy9i3LpzW3MbQGSA "Create, manage, or test AI agents and agentic workflows so that you can create self-executing workflows to help you achieve your business goals.") * [AI Control Tower](https://www.servicenow.com/docs/m6pDBwlqX3b43m_SnBbhCg "Gain visibility into your organization's AI footprint, manage the lifecycle of AI investments, govern risk and compliance, and measure the business impact of AI with AI Control Tower.") * [Workflow Data Fabric](https://www.servicenow.com/docs/access?context=create-integrations-applications&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) * [RaptorDB](https://www.servicenow.com/docs/access?context=raptordb&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) * [Now Assist for ITSM release notes](https://www.servicenow.com/docs/access?context=now-assist-for-itsm-rn&version=australia&pubname=australia-release-notes&ft:locale=en-US)