That is the gap artificial intelligence (AI) is supposed to bridge—provided that it’s implemented within the right structure. The ServiceNow AI Platform was created to bring coordination to complexity, AI-enhanced order to digital disarray. Built on a single architecture with a unified data model, it integrates systems across diverse departments, using AI to help automate essential decisions and streamline vital workflows.
The ServiceNow AI Platform delivers scalable intelligence with built-in governance, integrates easily with existing tools, and ensures that automation does not come at the expense of visibility or control. Because with ServiceNow AI Control Tower, AI governance is redefined, with a central hub to manage, monitor, and optimize AI Agents—whether native or third-party. And unlike closed ecosystems, ServiceNow is LLM-agnostic and deeply integrated with NVIDIA, hyperscalers, and a thriving AI ecosystem—giving businesses full control to future-proof their AI strategy. The ServiceNow AI Platform is the intelligent foundation on which enterprise businesses build success.
ServiceNow meets the highest security and privacy standards. Additionally, ServiceNow applications allow organizations to meet sectoral or regional requirements—proactively monitoring and adapting security protocols to keep pace with rapidly changing regulatory landscapes.
The ServiceNow AI Platform does more than automate workflows. It also functions as a central operating layer for managing enterprise data, AI, and processes. The ServiceNow AI Platform is designed to help organizations leverage AI and machine learning (ML) to automate and streamline workflows across various business functions. Its core features include:
AI agents bring intelligence into action, executing tasks and making decisions without waiting on manual intervention.
- Autonomous action
These agents can perform work autonomously based on predefined use cases. - Orchestration and collaboration
AI Agents can work together across different tools, teams, and vendors, keeping enterprise workflows connected and efficient.
Now Assist introduces generative AI (GenAI) to the platform, enhancing everyday tasks with prebuilt and customizable AI capabilities.
- Out-of-the-box experiences
Now Assist provides pre-built GenAI experiences for common use cases like case summarization, chat summarization, and content creation. - Now Assist Skill Kit
Users can develop custom GenAI skills tailored to their specific business workflows and processes. It helps developers accelerate app development by generating code and workflows from natural language prompts. - AI search
Now Assist enhances search capabilities by providing actionable, AI-generated summaries of search results. - Now Assist Guardian
This security and compliance layer for Now Assist helps detect and manage offensive or harmful content and prevent prompt injection attacks.
The platform’s underlying capabilities ensure stability, scalability, and smooth operation across enterprise environments.
- Platform engineering
ServiceNow's AI Platform is built on a solid platform engineering foundation, ensuring stability, scalability, and security. - Workflow automation
The platform uses software to manage tasks and data automatically, following established business rules. Automated workflows limit reliance on human input and helps keep processes running smoothly, ensuring work advances without unnecessary delays. - Data unification
ServiceNow consolidates data from across the enterprise into a single, accessible environment, eliminating the silos that keep information scattered. - Cross-platform connectivity
The ServiceNow AI Platform links effortlessly with internal systems and external services, allowing information to move across the enterprise without creating extra manual steps or isolated data silos.
Built-in governance and security help organizations deploy AI responsibly without sacrificing operational confidence.
- Responsible AI
ServiceNow emphasizes responsible AI practices, focusing on human-centered, inclusive, transparent, and accountable AI deployments. AI is built into the platform's core, offering native security, governance, and seamless integration. - AI Control Tower provides a centralized hub to monitor, manage, and govern all AI assets, including native and third-party AI agents, models, and workflows.
ServiceNow has a full series of options available to ServiceNow AI Platform subscribers. Ready-made tools and templates all mean easy and fast setup of your instance from the start, along with quick creation of interfaces and applications.
Behind the scenes, the ServiceNow AI Platform provides a suite of low-code tools and builders that empower information technology (IT) and business teams to create tailored solutions. These tools simplify the development and customization of workflows, interfaces, integrations, and AI-powered experiences—all within the same environment.
ServiceNow started by focusing on automation with RPA bots and predictive AI, then added a layer of generative AI technology into the Now Platform. But the true power of an AI platform is not only to generate smart content and answers, but to translate intelligence into action. With the addition of AI agents, ServiceNow goes beyond traditional automation by deploying AI that proactively and autonomously manages tasks, resolves issues, and delivers immediate actions—across every department and industry.
This flexible model approach lets you choose ServiceNow’s models, your own, or third-party models for tailored results. With Workflow Data Fabric, users can connect to external data sources in real-time and map them to the ServiceNow data model. And with RaptorDB, AI-powered workflows run 27 times faster.
- AI Agent Studio
Use AI Agent Studio to build AI agents for any workflow, industry, or department. Use natural language to build, test, and activate teams of AI agents for any workflow, maintaining control over their level of autonomy. Your AI agents are built on the ServiceNow Platform, so they’re fueled by your existing automations, workflows, and integrations. - ServiceNow Now Assist Skill Kit
The ServiceNow Now Assist Skill Kit makes it simple to create and publish custom prompts and skills for Now Assist. Teams can tailor generative AI capabilities to meet their unique business needs, ensuring that AI interactions are relevant and actionable. - Workflow Data Fabric
Workflow data fabric connects all of your data, wherever it resides, on one unified platform. Power your AI agents, workflows, and analytics with up-to-the-minute data from any source, all from within one single platform. - App Engine Studio
App Engine Studio speeds up low-code application development and scales easily as business needs evolve. The intuitive, drag-and-drop interface lets non-technical users and citizen developers build apps without deep programming knowledge. - Flow Designer
Easily convert manual processes into automated digital workflows with Flow Designer. This visual interface allows users to define triggers and actions without coding, simplifying complex processes. - UI Builder
Building modern, role-specific interfaces is simple with UI Builder. Teams can assemble pages, dashboards, and interactive elements without writing code, resulting in experiences that are clear, responsive, and easier for employees to navigate. - Integration Hub
Employ Integration Hub to natively integrate ServiceNow with any external service or product. This functionality keeps data moving seamlessly across platforms and eliminates the need for repetitive, manual transfers. - Predictive Intelligence
By analyzing historical data, ServiceNow Predictive Intelligence automatically spots patterns and suggests next steps. It can categorize requests, prioritize incidents, and even predict potential issues, allowing teams to intervene before minor issues get the chance to grow into major problems. - Virtual Agent
Employees and customers get immediate answers through Virtual Agent’s conversational chatbots. These agents handle routine questions and requests on their own, reducing strain on service teams and shortening response times. - Performance Analytics
Performance Analytics turns operational data into actionable insight. Visual dashboards and trend reports reveal bottlenecks, track SLAs, and highlight opportunities to improve service delivery. - AI Search
For a consumer-grade search experience for all users, look no further than AI Search. This advanced search function interprets context instead of relying on exact keywords. Users get results that are relevant and actionable, cutting down on wasted time digging through data.
These core features and capabilities are designed to empower organizations to leverage AI for improved efficiency, productivity, and innovation across various functions like IT, HR, CRM, customer service, and application development.
Beyond foundational tools, the ServiceNow AI Platform delivers purpose-built solutions designed for enterprise needs. These offerings bring structure to complex processes, supporting cross-functional use cases in distributed organizations.
ServiceNow’s autonomous AI Agents handle operational tasks in the background, applying real-time data to make decisions and complete actions with minimal guidance. These agents evolve over time as they process more information, helping accelerate resolutions and improve outcomes.
For external support teams, CRM capabilities on the platform allow frictionless case tracking and service resolution. Requests are routed efficiently, SLAs are monitored, and customer interactions are unified across channels, for a more consistent and responsive customer experience.
A cornerstone of many IT operations, ITSM helps standardize incident, change, and request management. The platform ensures consistent handling of IT issues while enforcing service level agreements (SLAs) and streamlining resolution processes. It serves as a central system for IT teams to manage their workloads.
SPM equips business leaders with the tools to align projects and resources with strategic objectives. By tracking performance, managing risk, and modeling future scenarios, it helps keep vital investment decisions data-backed and goal-driven.
Tracking the lifecycle of IT assets is easier with ITAM. From first procurement through final retirement, this solution maintains accurate records and helps optimize usage and return for all owned, leased, or distributed technology resources.
HRSD simplifies employee service by automating common HR requests and activities (like onboarding, leave, and benefits). It offers a single interface for HR teams and employees, cutting down on back-and-forth emails and manual processes.
IRM helps organizations actively monitor and manage enterprise risk through instant visibility and intelligent workflows. It centralizes compliance tracking, risk assessments, and regulatory monitoring, making it easier to identify high-risk areas and act quickly. By aligning risk data across business functions and automating processes, IRM supports informed decisions and reduces manual effort—enhancing both resilience and audit readiness.
Non-technical teams can build their own apps using App Engine’s user-friendly development environment. Drag-and-drop builders, low-code tools, reusable templates, and built-in logic make it possible to launch solutions quickly. These apps are built directly on the platform, so they automatically align with its core capabilities.
ServiceNow’s SecOps capabilities help teams identify and manage security risks more efficiently. By embedding response actions into standard workflows, organizations can fend against threats and attacks without disrupting daily operations.
While the ServiceNow AI Platform offers a broad set of tools and solutions, its value comes through in how those capabilities support one another. Organizations are not just adopting new technology—they are solving long-standing challenges related to scale, coordination, and agility. This is accomplished by:
The platform’s unified architecture ensures that processes stay consistent through teams, departments, and regions. It supports deployments of any size, allowing businesses to scale without sacrificing quality or control.
ServiceNow offers configurable experiences tailored to the needs of specific roles and functions. By presenting the most relevant tasks and data in a single view, the platform helps employees stay focused and minimize friction in their daily work.
With fewer manual steps and better system connectivity, teams can spend less time on administrative tasks and more time on high-impact work. Built-in collaboration tools and data-sharing capabilities further eliminate the lag between handoffs.
Embedded AI features—from predictive insights to intelligent search—help users make better decisions faster. These capabilities support proactive operations, whether it’s identifying a service issue before it spreads or recommending the next best action in a process.
Automation is central to how ServiceNow reduces complexity. It handles repetitive tasks like routine approvals, incident routing, and data synchronization behind the scenes, which frees up time for teams to focus on higher-value work.
As previously stated, Security is embedded directly into how the ServiceNow AI Platform is built. Its architecture supports strong data governance, reliable tenant isolation, and consistent enforcement of organizational policies—giving enterprises confidence in how sensitive information is managed throughout workflows.
For organizations evaluating enterprise platforms, it is not just about the features—it’s about how quickly and effectively those features can deliver results. The ServiceNow AI Platform stands out because it unites AI, data, and workflows on a single, enterprise-grade platform with proven scale, trust, and efficiency. This combination is why many enterprise leaders see ServiceNow as a true strategic advantage. Here are some of the benefits they rely on:
ServiceNow’s history as the automation platform gives an incredible advantage in agentic AI. With 85% of the Fortune 500 trusting ServiceNow, and billions of workflows, automations, and knowledge bases built directly on the platform, it's easy to seamlessly put AI to work across every corner of essentially every type of business.
Unlike competitors with fragmented, legacy architectures cobbled together from multiple acquisitions, ServiceNow delivers AI in every layer of its platform natively—making AI adoption intuitive and enterprise-grade from the start.
AI is only as powerful as the data it learns from—and no one connects enterprise data like ServiceNow. Workflow Data Fabric doesn’t just unify structured and unstructured data—it turns it into action. Unlike competitors who rely on disconnected AI models, our AI Agents access real-time, in-the-flow-of-work data, making them more relevant, contextual, and enterprise-ready.
The AI Agent Control Tower gives organizations a single point of oversight for all their AI operations, from tracking agent activity to fine-tuning performance. ServiceNow’s open approach supports both native and third-party models, while integrations with NVIDIA, major cloud providers, and a broad partner ecosystem ensure that AI strategies remain flexible and ready to evolve.
With more than 100,000 AI-powered apps and agents already deployed and the trust of IT departments worldwide, ServiceNow provides AI that’s not just scalable—but secure, governed, and enterprise-trusted, ensuring organizations can step into AI at their own pace.
When adopting the ServiceNow AI Platform, it is essential to consider several best practices to ensure successful integration and long-term growth. Here are some key best practices for adopting the ServiceNow AI Platform based on the provided information:
- Understand your licenses
It's important to thoroughly understand the scope and entitlements of your existing licenses. This understanding will help align the platform capabilities with your business priorities and prevent unexpected costs or functionality gaps. - Manage your current subscriptions
Regularly monitor subscription usage and entitlements to optimize existing investments and identify opportunities to reallocate underused resources, thereby maximizing the value of your subscriptions. - Follow the ServiceNow release calendar
Stay informed about ServiceNow's upgrade schedule and major releases. Proactive planning and testing based on this calendar can help maintain platform stability and support the early adoption of new capabilities. - Get to know ServiceNow products
Familiarize yourself with the broader set of ServiceNow tools and modules, not just those currently deployed. This broader understanding can open doors to more efficient and impactful use cases for your organization. - Define strategy and ownership internally
Establish a governance structure to define roles and accountability for platform direction. Having an established roadmap and clear ownership ensures strategic growth aligned with your organizational goals.
By adhering to these best practices, organizations can operate with confidence, knowing that the adoption of the ServiceNow AI Platform fully supports their business goals and evolves in a coherent and effective manner (rather than becoming another disconnected tool in their technology stack).
ServiceNow isn’t limited to one type of business or department. Organizations across industries use the platform to support everything from IT operations to finance and supply chain operations, value acceleration, enterprise risk management, and more. What they share is a need to replace outdated, fragmented systems with a more adaptive and cohesive approach to managing work.
Whether addressing compliance requirements, customer experience, or cross-functional collaboration, these companies rely on ServiceNow to modernize how they operate:
Zoom used the ServiceNow AI Platform to centralize its IT and HR support, enabling self-service at scale through a single portal called AskZoomPX. This gave over 8,000 employees fast, easy access to knowledge articles and support, while reducing IT workload and ticket volume. Zoom also adopted ServiceNow Customer Service Management (CSM) to improve government customer service, and used the platform’s tools to help meet complex compliance requirements, including FedRAMP. As a result, Zoom gained better visibility, faster resolution times, and scalable service delivery.
The NHL brought game-day coordination into the modern era by building a mobile app on ServiceNow’s Field Service Management (FSM) in only 10 weeks. The app helps track staffing, puck management, and other operational needs across 32 arenas. Additional deployments—including ITSM, Strategic Portfolio Management, and App Engine—enabled the league to quickly scale support and move from reactive to proactive IT operations in just a few weeks.
As one of the world’s largest professional services firms, Accenture manages a vast and distributed IT environment. With over 1.7 million monthly tickets and 90 business apps running on the ServiceNow AI Platform, it is central to Accenture’s digital operations. Key improvements include over 50% reduced P1 incidents, faster onboarding, and simplified upgrades. Accenture also leverages ServiceNow Impact to unlock faster value through expert coaching, diagnostics, and training accelerators.
To meet rising demands for high-quality IT services, Deutsche Telekom transitioned to ServiceNow ITSM with support from Expert Services. By consolidating legacy systems and rolling out self-service features, they reduced resolution times and improved user experience across multiple countries and business units.
UCI unified fragmented HR and payroll systems using ServiceNow HRSD to launch its Employee Experience Center. This gave 24,000 employees a single access point for services and knowledge articles, helping the university reach a 35% self-service rate within three months. The platform also supported daily COVID-19 outreach and gave leadership data insights to inform ongoing improvements.
To manage a large, outsourced IT ecosystem, Omnicare extended ServiceNow to serve as a central integration and management layer. The ServiceNow AI Platform allows friction-free coordination across multiple vendors, boosting first-contact resolution rates and providing full visibility into SLAs, asset tracking, and financial reporting.
Simply put, ServiceNow offers the AI Platform for business transformation. We’ve rapidly entered a world where a company’s intelligence strategy is an intrinsic part of its business strategy—and with ServiceNow, you can turn that AI investment into meaningful results in days, rather than months or years.
Ready to see how this platform can streamline your team’s work and drive business growth? Request a demo of the ServiceNow AI Platform today.