Adobe fuels creativity by making work easier for employees with AI

At Adobe, creativity is for all. “Humans are connected through the stories they tell and the experiences they share,” says Rachel Thornton, CMO for Enterprise at Adobe. “Bringing those stories to life, bringing that creativity to life: that's our passion.”

The people at Adobe are the key to its creative innovations. That’s why Adobe wants teams to stay focused on their jobs developing solutions, supporting customers, and inspiring creators, not waiting for software access or struggling with onboarding.

As VP, Digital Employee Experience Lead & Co-chair, AI at Adobe, Toni Vanwinkle and her team implement technology and processes with a simple goal in mind. “We make work easier,” she says. “When work flows smoothly, our people can concentrate on doing their best jobs and making a bigger impact on Adobe and its customers.”

For nearly a decade, Adobe has relied upon the ServiceNow AI Platform to help teams thrive with connected, intelligent employee experiences. The platform automates routine requests, speeds resolutions, and helps employees stay in the flow. “ServiceNow is the backbone for how we operate, making sure that services are always available for employees,” says Vanwinkle.

IT and HR resolve cases faster with AI for 8,000+ team members

Adobe relies on the ServiceNow AI Platform to support business functions across IT, HR, security, workplace operations, and customer care. By uniting services on a single platform, Adobe can turn disconnected data and workflows into simple, end-to-end processes. Whether helping a new hire complete onboarding or getting employees software access, automated workflows collect information, send alerts, and forward approvals for 30% faster case resolutions.

For IT and HR teams, using AI capabilities with ServiceNow means even faster resolutions that help employees get back to the work they love. More than 8,000 IT and HR team members take advantage of generative AI, using Now Assist to summarize complex cases and write resolution notes.

“AI isn’t just about saving time,” Vanwinkle explains. “It’s about freeing people to focus on higher-value work. When we combine human and machine intelligence, we unlock human brilliance.”

Adobe plans to add AI agents to automate email triage, getting high-priority questions to the right person quickly. This automation is expected to reduce processing time for incoming requests from two days to under two hours, projected to improve efficiency for IT and HR teams by 96%, while also answering employees’ questions much faster. 

IT uses AI to reduce disruptions and keep employees online

The IT team has experienced a significant impact using ServiceNow IT Operations Management (ITOM). Before, with limited visibility into fragmented systems, any lag or errors could be hard to track down. Users spent more time waiting for the system to come online again, taking them out of their creative flow. With a clear view of Adobe’s global IT landscape, the team can more easily identify trends and find solutions. “We’ve seen a 25% reduction in the time to close and resolve major outages with ServiceNow,” says Vanwinkle. “That means fewer disruptions for employees and faster recovery when issues do happen.”

Adobe plans to improve uptime even further with agentic AI, using multiple AI agents to create a self-healing IT system that proactively detects and automatically resolves incidents. By reducing the number of repetitive alerts taking up the attention of IT teams, they can spend their time developing new functionality and reinforcing the infrastructure, leading to even better performance for all Adobe employees.

Employees will benefit from AI-driven self-service to find what they need in one portal

For more than 30,000 Adobe employees around the world, the Support Center, powered by ServiceNow HR Service Delivery (HRSD), is a one-stop destination where employees can get help with IT, HR, hardware, and software provisioning, and more. Looking ahead, Adobe is exploring new ways to use AI to improve employee experiences, such as sentiment analysis to create more personalized support that gives employees exactly what they want every time. ServiceNow AI Experience has the potential to unlock new possibilities for faster, smarter support, such as the ability to chat with a virtual agent to complete tasks and find answers to their questions instantly.

“Before ServiceNow, it wasn’t always easy to find what you needed,” says Craig Takeuchi, Senior Product Analyst for the Device Lifecycle Management Team at Adobe. “Now, everything’s in one place.”

For example, employees today can browse, order, and track devices directly through an intuitive ServiceNow front end that feels like shopping. If employees want a device or software that isn’t available, they can submit a request to add it to the ServiceNow catalog directly through the Support Center.

The system automatically prioritizes requests from new hires who need a workstation over people requesting an upgrade, making sure that people have the tools they need to be creative. Employees are getting back to work faster, and Takeuchi and his team gain back vital time every day to continue developing more services and automations that boost productivity even further.

Delivering purposeful AI that empowers employees to help customers thrive

For Adobe, improving the employee experience isn’t just about internal efficiency. Every hour saved helps teams deliver better experiences for Adobe’s customers.

“As a leader, I am here to create the environment for my employees to do their best work. When our employees thrive, our customers thrive,” says Vanwinkle. “All aspects of how we run our business are really fueled by ServiceNow.”

The ServiceNow AI Platform has the potential to further connect systems, support employees where they work, and personalize every interaction to keep employees productive and operations running smoothly.

Thornton believes that ServiceNow is the perfect partner for Adobe’s AI strategy due to their shared vision for ethical AI. “Adobe and ServiceNow are aligned around responsible, ethical, and transparent AI,” Thornton adds. “That’s critical as we build technologies that people trust.”

Thornton concludes, “At Adobe, we believe AI ushers in a golden age of marketing. And working with ServiceNow, we see a golden age of work, where technology makes every task faster, every team more connected, and every employee more inspired.”