--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # ServiceNow product tiers # ServiceNow product tiers {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 product offerings into three AI-driven tiers---Foundation, Advanced, and Prime---each progressively enhancing automation and AI capabilities. This tiered structure allows organizations to scale automation in a predictable and manageable way, from AI-assisted insights to fully autonomous workflows. Show full answer Show less Contact your ServiceNow account team for details on availability and entitlement, as tier rollout operates independently from your upgrade cycle. ## Key Features * **Foundation:** Provides AI-assisted insights and routine automation using configured out-of-the-box AI skills and agents. Includes Now Assist generative AI features like incident summarization and sentiment analysis, integrated across ITSM, CSM, HRSD, and industry solutions. * **Advanced:** Adds agentic workflows that synthesize context across complex processes, enabling side-by-side automation with deeper understanding. * **Prime:** Unlocks a fully autonomous AI workforce capable of executing multi-step tasks independently, including creation of custom AI skills and agents via natural language instructions. ## Platform AI Capabilities * **Now Assist:** Embedded generative AI delivering assistance across ServiceNow applications. * **Now Assist AI agents:** Extend AI into autonomous workflows; configurable via AI Agent Studio with increasing customization at higher tiers. * **AI Action Fabric:** Communication layer enabling AI agents to collaborate internally and with third-party AI using open protocols, with enhanced inbound connectivity at the Prime tier. * **AI Control Tower:** Included at all tiers for discovery, governance, security, observation, and measurement of AI assets within ServiceNow; managing external AI assets fully requires a separate license. * **Workflow Data Fabric:** Connects enterprise data sources to the AI Platform without data replication; embedded foundational components come with all tiers, with advanced data connectors available as paid upgrades. * **RaptorDB:** Next-generation database optimized for AI workloads, included in standard form across tiers, with professional enhancements available for demanding generative AI use cases. * **Moveworks for ServiceNow (EmployeeWorks):** Combines conversational AI and enterprise search with ServiceNow's portal and workflows, delivering natural-language employee access across multiple channels, scaled according to tier. ## Practical Benefits for ServiceNow Customers * Choose the tier that matches your organization's automation maturity---from assisted insights to fully autonomous AI workflows. * Leverage embedded AI capabilities to accelerate service management, customer service, HR, and industry-specific processes. * Govern and secure your AI investments consistently using AI Control Tower tools included at all tiers. * Integrate diverse enterprise data sources seamlessly to power AI agents without complex data replication. * Scale AI performance and analytics with purpose-built infrastructure and advanced database features as your needs grow. * Enhance employee experience with conversational AI interfaces integrated with your ServiceNow environment, supporting popular collaboration platforms. ## Next Steps To implement these capabilities, start with the Now Assist overview to understand AI features available on your instance. Explore AI Control Tower for governance best practices and prepare your instance data for AI integration. Utilize resources such as AI Agent Studio and Workflow Data Fabric to configure and extend AI workflows aligned to your chosen tier. 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. ## Product tiers {#ai-native-sku-overview__section_vbq_chb_l3c} All supported product lines offer these three tiers that include the features listed below. {#ai-native-sku-overview__table_ainative_features__entry__4} | Feature | Foundation | Advanced | Prime | |-|-|-|-| | AI skills and routine AI agents | Supported | Supported | Supported | | Configure out-of-the-box skills and agents | Supported | Supported | Supported | | Agentic workflows with contextual AI synthesis | Supported | Supported | Supported | | Platform Analytics Advanced | Not supported | Supported | Supported | | Create net-new custom AI skills and agents | Not supported | Not supported | Supported | | MCP Server Console (inbound) | Supported | Supported | Supported | | Autonomous AI workforce (AI Specialists) | Not supported | Not supported | Supported | [Table 1. Product tier feature comparison] {#ai-native-sku-overview__table_ainative_features} {#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/MNuJXgGTeQG9HvIm1FnKVA "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=brazil&pubname=brazil-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/ungvmJpkqvJj4Ll4gfd0ew "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/hUyIpcbl2rKCys_TY0uGbA "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/bLdYEkCxm3qW3ywjDCkNpA "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/GtzcVtTj4bnKFuufQ7ld1A "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/mt0fcnKHCwBTt40JaZP~~w "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/irQqBqi3QHhEjiDtkns0qw "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=brazil&pubname=brazil-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=brazil&pubname=brazil-integrate-applications&ft:locale=en-US), [Robotic Process Automation (RPA) Hub](https://www.servicenow.com/docs/access?context=rpa-main-landing-page&version=brazil&pubname=brazil-integrate-applications&ft:locale=en-US), [Automation Center](https://www.servicenow.com/docs/access?context=automation-center-landing-page&version=brazil&pubname=brazil-integrate-applications&ft:locale=en-US), and [Data Catalog](https://www.servicenow.com/docs/access?context=data-catalog&version=brazil&pubname=brazil-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=brazil&pubname=brazil-integrate-applications&ft:locale=en-US) and [Stream Connect](https://www.servicenow.com/docs/access?context=stream-connect-quick-start&version=brazil&pubname=brazil-integrate-applications&ft:locale=en-US), is available as a paid upgrade. [RaptorDB](https://www.servicenow.com/docs/access?context=raptordb&version=brazil&pubname=brazil-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/MNuJXgGTeQG9HvIm1FnKVA "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/GtzcVtTj4bnKFuufQ7ld1A "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/abe2JNhh1Mz1w2GMETUyIA "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/ungvmJpkqvJj4Ll4gfd0ew "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/MNuJXgGTeQG9HvIm1FnKVA "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/bLdYEkCxm3qW3ywjDCkNpA "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/GtzcVtTj4bnKFuufQ7ld1A "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=brazil&pubname=brazil-integrate-applications&ft:locale=en-US) * [RaptorDB](https://www.servicenow.com/docs/access?context=raptordb&version=brazil&pubname=brazil-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=brazil&pubname=brazil-release-notes&ft:locale=en-US)