---
sourceDocument: Australia ServiceNow AI Platform Administration
sourceDocumentLink: https://www.servicenow.com/docs/r/platform-administration

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia 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: Australia
* 
* Updated June 8, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read

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/UBc20Ek1ON75~IpsPitF8w "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 and AI-powered implementation with [ServiceNow Otto for Setup](https://www.servicenow.com/docs/tsjV1VrBfvaPuSTKVY36OA "The ServiceNow Otto for Setup provides a unified, guided experience to set up, configure, and adopt ServiceNow products. It connects Admin Home, product hubs, and the Configuration Console into a single path from product activation to full configuration.").

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/txSl~plXRE7HyEKMVsW~Eg "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/iTzTG688cq37hOxayHyiMQ "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/N8NmYF_SI_D313kOwTtt5w "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=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and intelligent [AI Agents](https://www.servicenow.com/docs/access?context=na-ai-agents&version=australia&pubname=australia-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=australia&pubname=australia-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=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) consisting of [AI Agents](https://www.servicenow.com/docs/access?context=na-ai-agents&version=australia&pubname=australia-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=australia&pubname=australia-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=australia&pubname=australia-platform-security&ft:locale=en-US) and [Access Management](https://www.servicenow.com/docs/access?context=access-management-landing&version=australia&pubname=australia-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=workflow-studio-playbooks-landing&version=australia&pubname=australia-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=australia&pubname=australia-application-development&ft:locale=en-US), [App Engine Studio](https://www.servicenow.com/docs/access?context=aes-overview&version=australia&pubname=australia-application-development&ft:locale=en-US), [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=australia&pubname=australia-build-workflows&ft:locale=en-US), [Integration Hub](https://www.servicenow.com/docs/access?context=integrationhub&version=australia&pubname=australia-integrate-applications&ft:locale=en-US), and [Playbooks](https://www.servicenow.com/docs/access?context=workflow-studio-playbooks-landing&version=australia&pubname=australia-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=australia&pubname=australia-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=australia&pubname=australia-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=australia&pubname=australia-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 Overview. 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=australia&pubname=australia-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=australia&pubname=australia-now-intelligence&ft:locale=en-US) and [Process Mining](https://www.servicenow.com/docs/access?context=process-mining&version=australia&pubname=australia-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=australia&pubname=australia-mobile&ft:locale=en-US).