--- sourceDocument: Brazil ServiceNow AI Platform Administration sourceDocumentLink: https://www.servicenow.com/docs/r/platform-administration Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 is the unified foundation underlying all ServiceNow products, integrating AI, data, workflows, and security on a single data model. It enables intelligent automation and action across IT, CRM, employee experience, risk, security, and application development by connecting to hundreds of systems for rich business context. The platform supports enterprise-scale operations through a multi-instance architecture, ensuring data segregation, customization, and centralized management. Show full answer Show less ## Key Features * **Architecture and Scalability:** Multi-instance setup allows tailored experiences per business entity with global datacenter availability, ensuring performance and reliability at scale. * **Administration and Localization:** Centralized admin tools provide configuration management and AI-powered setup, supporting multiple languages and currencies with in-house and third-party translation services. * **Upgrade and Ecosystem:** Predictable release cadence with automated testing, plus access to partner-built apps and integrations via the ServiceNow Store. * **Subscription Management:** Visibility into active subscriptions and license usage helps optimize deployment and control budgets. * **Integration:** The Workflow Data Fabric connects instances and external services with unidirectional and bidirectional data flows, leveraging MID Server technology for seamless automation. * **AI and Automation:** Intelligent AI Agents run governed workflows that go beyond recommendations to take action. Features include generative AI, large language model integration, AI Control Tower visibility, and customizable AI Agent Fabric. * **Agentic Workflows and Playbooks:** Prebuilt AI agent workflows accelerate automation while maintaining governance. Playbooks enforce stage-gated processes, decision logic, and SLAs for controlled execution. * **Security and Compliance:** Enterprise-grade protections include end-to-end encryption, role-based access controls, data residency options, and integration with identity providers supporting SSO, SAML, OAuth, and multi-factor authentication. * **Development Tools:** Low-code/no-code and developer tools enable building and extending applications, workflows, and integrations with AI-assisted capabilities, ensuring governance and control. * **Knowledge Management:** Continuous access to verified, structured content helps AI agents make informed decisions by closing knowledge gaps and optimizing content dynamically. * **Analytics and Process Mining:** Visual dashboards and KPIs provide insights into user engagement and operational data. Process Mining identifies workflow bottlenecks and improvement opportunities, linking insights directly to actions. * **Mobile:** Native mobile experiences empower employees to access services across departments via a single app, customizable with branding and low-code tools for iOS and Android. ## Key Outcomes By leveraging the ServiceNow AI Platform, organizations can implement scalable, secure, and governed AI-driven automation that spans multiple departments and systems. The platform's unified data model and rich integrations enable AI to act with contextual understanding, reducing manual effort, accelerating time to value, and enhancing operational efficiency. Customers benefit from continuous updates, a robust partner ecosystem, comprehensive administration controls, and flexible development options---all supporting digital transformation initiatives with confidence and agility. The ServiceNow AI Platform is the unified foundation for every ServiceNow product, bringing together AI, data, workflows, and security on a single data model. ## Video overview {#how-now-platform-works__section_dcg_wgl_31c} 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/1LgFuquUqNPbF2ExyZxv7g "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/l9QQEIzfCFGSPYJ7p4UmVw "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/OWAVSCpn2hKBS~ZZIUYPNA "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/mPDRrckejZVtos8Vpszu7g "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/Pq1xZBed5ihC3z9efoPkGQ "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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) and intelligent [AI Agents](https://www.servicenow.com/docs/access?context=na-ai-agents&version=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) consisting of [AI Agents](https://www.servicenow.com/docs/access?context=na-ai-agents&version=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-platform-security&ft:locale=en-US) and [Access Management](https://www.servicenow.com/docs/access?context=access-management-landing&version=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-application-development&ft:locale=en-US), [App Engine Studio](https://www.servicenow.com/docs/access?context=aes-overview&version=brazil&pubname=brazil-application-development&ft:locale=en-US), [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US), [Integration Hub](https://www.servicenow.com/docs/access?context=integrationhub&version=brazil&pubname=brazil-integrate-applications&ft:locale=en-US), and [Playbooks](https://www.servicenow.com/docs/access?context=workflow-studio-playbooks-landing&version=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-now-intelligence&ft:locale=en-US) and [Process Mining](https://www.servicenow.com/docs/access?context=process-mining&version=brazil&pubname=brazil-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=brazil&pubname=brazil-mobile&ft:locale=en-US).