IT Solutions Overview Autonomous Service Operations Autonomous IT and Security
Autonomous IT and Security Let AI handle the routine work. Use continuously self-learning, self-healing, and self-depending IT to stay one step ahead of your business needs.  Read Ebook
When your IT runs itself,
you run the business We all know the IT nightmare: teams wasting hours fixing outages, triaging tickets, reacting to security threats, and tracking alerts between disconnected tools. With Autonomous IT and Security, here's what you gain: Proactive resilience Stop incidents before they happen. AI eliminates blind spots and resolves issues automatically, so your team manages less manual work across IT and Security. Intelligent defenses Defend smarter with AI agents that autonomously stop threats, improve security posture, and integrate risk and compliance into one seamless workflow. Strategic direction Finally focus on operational direction and strategy while AI automates repetitive IT work. Fuel your teams to drive innovation instead of maintenance.
See Autonomous IT and Security in action From Fortune 500® companies to fast-growing startups, organizations maintaining critical infrastructure rely on Autonomous IT and Security to stay secure and available. Self-Healing Infrastructure
Self-Healing Services and Operations AI autonomously detects and resolves IT issues before users are impacted, using AI-driven monitoring and automated remediation. The result: reduced outages and manual work, allowing teams to focus on innovation instead of firefighting. 
“ServiceNow ITSM and ITOM create a modernized platform that enables zero-touch automation. By using predictive Artificial Intelligence for Operations (AIOps), our event correlation to incidents has reached almost 98%.” Satvinder Madhok VP and Head of Technology Infrastructure, Wipro Limited
Threat Mitigation and Compliance
Threat Mitigation and Compliance AI agents continuously scan for threats across IT and security, and autonomously resolve incidents. Integrated risk and compliance workflows strengthen security through continuous learning. This minimizes the risk of severe breaches and regulatory exposure.
“ServiceNow ITOM and AIOps capabilities enable the teams to be more proactive in terms of monitoring, early incident detection, and faster recovery – reducing downtime and improving service availability.” Rajeev Nair General Manager, IT Infrastructure and Security, Cathay Pacific
Incident Resolution
Incident Resolution Routine service requests and incidents are handled end-to-end by autonomous agents that constantly learn from every interaction. This results in a dramatic reduction in repetitive workloads and empowers IT teams to focus on high-value work.
“Today, up to 95% of our customers’ incidents are remediated automatically. We have built workflows to validate events and incidents automatically, leaving just a fraction of tickets requiring human intervention.” Sriram Gopalakrishnan President and Head of Technology Services and Delivery, Mindsprint
Cost Savings
Cost Savings Autonomous Agents track and manage all hardware, software, and cloud assets in real time, autonomously optimizing usage and ensuring compliance. This lets organizations gain control over enterprise IT costs and avoid unnecessary spend.
“We’ve reduced our annual support budget for tier one services by $750,000.” Keith Blanchard Chief Technology Officer, Amedisys
Strategic Alignment and Execution
Strategic Alignment and Execution Roadmaps and priorities are dynamically orchestrated by AI, ensuring that resources and initiatives align with business goals. Autonomous orchestration prevents drift from strategic objectives, adapts to changes, and accelerates project delivery—so no milestone is missed.
“It’s pretty impressive to have all that data from 100-plus resource groups, broken down by people and projects, and to provide executives with a summary of that information to enable them to make informed resourcing decisions.” Lynne Richards Director of Information Services, Sentara Health
Ready to build your autonomous IT strategy? Moving to autonomous IT isn't about flipping a switch—it's about building the right foundation. This guide shows you how to assess your current state, identify quick wins, and create a roadmap that aligns autonomous capabilities with your business priorities. See What’s Possible
See organizations shaping the future with autonomous IT 30K hours saved every year  Video CTA Learn More 90% reduction in event-driven tickets Video CTA Learn More 48K employees successfully onboarded in one day Video CTA Learn More
Everything you need to get started Build your business case, get stakeholder buy-in, and plan your implementation with resources designed to accelerate your vision. Explore AI use cases Explore real-world use cases that demonstrate the power of AI capabilities across IT, HR, CRM, and more. Video CTA Get Inspired Convince finance Use our calculator to discover the impact ServiceNow can have on your business. Video CTA Calculate your AI ROI Partners bring the value Realize more immediate ROI with the industry-specific knowledge of a ServiceNow partner.   Video CTA Find a Partner
Under the hood All the products you know and trust working together in a single solution. AI Control Tower Manage and govern all AI models and assets across your enterprise from a central hub. Learn More IT Service Management Transform the impact and delivery of IT with resilient, productivity-boosting services. Learn More IT Operations Management Use AIOps, insights, and automation to drive efficiency and performance within an organization’s processes. Learn More IT Asset Management Automate the software, hardware, and cloud asset lifecycle to cut costs and risks. Learn More Strategic Portfolio Management Align your organization on a single platform to deliver the outcomes that matter. Learn More Enterprise Architecture Gain data-driven insights to assess, monitor, and align your portfolio to your business capabilities. Learn More
Let’s put AI to work for IT Our experts can help you get started by evaluating the solution that best fits your needs. Schedule a custom demo to discover how your business transformation could be just around the corner.  Contact Sales
FAQs Expand All Collapse All What is Autonomous IT & Security?
Autonomous IT & Security is ServiceNow's unified AI solution for enterprise IT — integrating service management, IT operations, asset management, risk, security, and strategic portfolio on a single platform. Instead of firefighting across disconnected tools, IT and security teams gain an AI-powered environment that thinks, self-heals, and self-defends. AI agents inherit your organization's policies, authorization models, and institutional knowledge to detect anomalies, remediate issues, and respond to threats autonomously — before they impact the business. The result: IT teams shift from reactive mode to proactive control, while security teams move from playing defense to preventing breaches entirely. Zero outages. Zero severe breaches. Zero asset issues. Zeros make heroes.
What is IT Service Management (ITSM)?
IT Service Management (ITSM) is how enterprise IT delivers support to employees and customers — covering service desk operations, incident management, request fulfillment, problem management, and change management. Traditional ITSM is reactive: passwords get reset, tickets get triaged, access gets granted — all after someone raises a hand. Modern AI ITSM flips that model. AI agents powered by GenAI autonomously resolve routine requests through omnichannel self-service (voice, chat, portal, Teams, email, desktop) while giving service desk teams full context on the issues that actually need them. ServiceNow ITSM is the world's #1 IT service management platform — and the service desk foundation for Autonomous IT & Security, where ITSM connects with operations, assets, and security to move IT toward zero-touch support.
What is IT Operations Management (ITOM)?
IT Operations Management (ITOM) is how enterprise IT maintains visibility and control across technology infrastructure — including infrastructure monitoring, event management, discovery and dependency mapping, service mapping, and cloud operations across AWS, Azure, GCP, and hybrid environments. ITOM teams watch for anomalies, prevent outages, and keep systems reliable. When unified with service management and security on a single ServiceNow platform, ITOM moves from reactive monitoring to predictive operations — using AIOps to correlate alerts, reduce noise by up to 99%, surface root cause, and trigger automated remediation before anyone notices a problem.
What is IT Asset Management (ITAM)?
IT Asset Management (ITAM) is how enterprise IT tracks, optimizes, and governs every technology asset it owns — hardware, software, cloud services, and increasingly AI tools and contracts. Without a unified asset view, teams face missed renewals, software sprawl, budget surprises, compliance gaps, and security blind spots. ServiceNow ITAM manages the full lifecycle of every asset on a single intelligent platform connected to the CMDB. AI agents automate procurement, track usage, flag idle resources, and prepare audit responses in hours instead of weeks. In the context of Autonomous IT & Security, ITAM is essential infrastructure — you can't defend or optimize what you can't see.
What is Security Operations (SecOps)?
Security Operations (SecOps) is how enterprise security teams detect, investigate, and respond to threats and vulnerabilities across the IT estate. Traditional SecOps depends on manual triage, fragmented tools, and human analyst capacity that doesn't scale against the sophistication of modern attacks. ServiceNow SecOps unifies vulnerability response, threat intelligence, and incident response on the same platform as IT operations and service management. AI agents rapidly detect, diagnose, and remediate security vulnerabilities — with automated controls that help teams respond to everchanging threat vectors before they become breaches. With Autonomous IT & Security, SecOps isn't a separate function; it's embedded in the same workflow fabric that runs your IT estate.
What is a ServiceNow AI specialist?
An AI specialist is a purpose-built AI entity that carries out entire job functions end-to-end — not just individual tasks. AI specialists arrive pre-skilled and ready to deploy on the ServiceNow AI platform. For example, the Security Operations AI Specialist handles the full vulnerability-to-remediation cycle autonomously, while the L1 Service Desk AI Specialist manages triage through resolution. They self-assign work based on skills and authorizations, execute multi-step resolutions across integrated systems, and escalate intelligently to humans — with full context — only when needed. AI specialists continuously learn and improve over time, and they can collaborate across domains: an L1 Service Desk AI Specialist resolving a VPN issue can bring in a Security AI Specialist to remediate the underlying vulnerability, all without human coordination.
What is the AI Control Tower?
The AI Control Tower is ServiceNow's centralized governance and orchestration layer for all enterprise AI agents — first- and third-party. It gives IT and security leaders real-time visibility into what AI agents are doing, enforces policies and guardrails at execution time, and maintains full audit trails across every automated action. For enterprise IT buyers, the AI Control Tower maps to an existing mental model: ServiceNow is the control plane where autonomous work is sensed, decided, executed, and governed. It's where you set the autonomy level you're comfortable with and crank it up as confidence grows. Autonomous IT only works when AI operates inside your system of record and control — that's what the AI Control Tower enables.
What is the difference between AI agents and traditional automation?
Traditional automation follows predefined scripts — if X happens, do Y. It breaks when conditions fall outside programmed parameters and requires constant maintenance as IT environments evolve. AI agents understand context from unified data across IT, security, and operations; make intelligent decisions based on patterns; execute work autonomously; and improve through continuous learning. Where automation handles one repetitive task in isolation, AI agents orchestrate across multiple systems with judgment. And when AI specialists coordinate entire job functions — ITSM, SecOps, ITOM, ITAM — they don't just automate tasks. They operate with the contextual intelligence of your enterprise. This inherits 20 years of ServiceNow IT and security workflow expertise, authorization models, and institutional knowledge that competitors can't replicate.
What does "autonomy on your terms" mean?
It means you control the pace. Anyone on the ServiceNow AI Platform can deploy AI agents and start automating use cases immediately — with humans authorizing and checking results. When your team is ready, you make processes autonomous and let AI run them like autopilot. There's no mandate to go all-in at once. Autonomous IT & Security is designed to start where you are: automate any process first, validate the outcomes, then increase the autonomy level as confidence grows. This flexibility matters because IT and security leaders don't trust black-box autonomy — and they shouldn't have to. ServiceNow ensures every AI decision is predictable, explainable, and auditable, so teams can scale safely without surrendering control.