IT Solutions Overview Autonomous Service Operations Autonomous IT and Security
Autonomous Service Operations Unify IT service and operations on one AI platform. Go from reactive firefighting to proactive prevention. Deliver zero-touch support and zero outages. Read Ebook
The best incident is the one that never happens Break out of IT's vicious cycle and into a virtuous one. AI specialists triage and help resolve tickets and alerts proactively to improve service quality and response times, helping to manage your growing IT complexity with AI agents. With Autonomous Service Operations, here's what you gain: Freedom to focus Stop fixing the same problems twice. AI helps resolve L1 tickets, generates summarization notes, and gives your team the capacity to deliver exceptional services. Confidence to move quickly Know how IT supports the business. Manage a reliable service graph to help prevent change-driven outages. Give AI the context and clarity it needs to work for your business. Control over complexity Thousands of events create noise across your complex IT estate. Detect and resolve anomalies before employees notice. Get one actionable alert and automation to restore services quickly.
See Autonomous Service Operations in action From Fortune 500® companies to fast-growing startups, organizations maintaining critical infrastructure rely on Autonomous Service Operations. Services stay available and IT runs more smoothly. Always-On Self-Service
Always-on self-service Autonomous agents respond to employees across any channel—chat, email, mobile, voice—anytime. Requests like password resets and software provisioning get resolved instantly before anyone’s impacted. Employees get faster answers, and IT teams can focus on transformation, not troubleshooting.
“Raleigh’s ServiceNow portal empowers employees to seamlessly deliver services that allow the city to effectively serve every community and business. Processes that previously took hours and involved many teams are now independently completed by employees in minutes.” Beth Stagner Assistant IT Director, City of Raleigh Read Story
Proactive Endpoint Health
Proactive endpoint health AI continuously monitors employee devices for performance issues and fixes problems automatically before employees even notice. When issues require user action, employees get step-by-step guidance to resolve them on their own, reducing support tickets and boosting productivity.
"[ServiceNow] creates transparency, builds trust between IT and end users, and gives leadership the data they need to make smarter, faster decisions every day." Hussain J. Business Process Consultant, G2 Read Review
Automated Triage and Resolution
Automated triage and resolution AI helps your L1 agents focus on solving complex problems instead of manually triaging tickets. Employees receive faster, more accurate support that gets smarter over time.
“With the productivity we’ve gained from AI, we’re maintaining quality IT support with employee satisfaction over 95%, even as the number of employees has grown.” Derek Nohr ServiceNow Platform Owner, Avalara Read Story
Proactive Outage Prevention
Proactive outage prevention AI aggregates alerts from across your environment, cutting through the noise and identifying critical service issues. Automatic remediation resolves problems before users notice, reducing outages, protecting revenue, and freeing IT from constant firefighting.
“We’re now much better organized with strong foundations and everything in one place. Incidents resulting from vulnerabilities have been reduced to zero and our mean time to recovery following a system or product failure is 59% faster.” Stefaniu Criste Technical Security Manager, Asahi Europe and International Read Story
Complete Visibility Across IT
Complete visibility across IT Automated discovery continuously maps every device, application, and connection across your environment—cloud, on-prem, and hybrid. With a single, always-current view of infrastructure, your teams can troubleshoot faster, plan changes confidently, and reduce the risk of outages caused by blind spots.
“We've brought our world together and made it smaller from an IT standpoint. Instead of having disparate IT associates, we're operating as one global IT organization. We are more connected than ever.” Greg Vise Global Senior VP of IT Digital Transformation, Teleperformance Read Story
Here’s your plan to reimagine IT with AI and automation Autonomous Service Operations isn't a single deployment—it's a strategic shift. This guide demonstrates how to reduce costs through proactive issue resolution, scale IT capabilities to support business transformation goals, and deliver seamless experiences that boost productivity across your organization. Explore Ebook
See how organizations shape the
future with Autonomous Service Operations 25% less time to resolve outages Video CTA Learn More 75% reduction in service ticket volume Video CTA Learn More 45% faster data processing Video CTA Learn More 26 HRS saved through automation and self-service Video CTA Learn More 60 SECS average case resolution time, down from 4.7 hours Video CTA Learn More
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
Build a resilient autonomous IT foundation Go from reactive IT to proactive operations. Continuously detect issues, enhance services, improve experiences, and govern AI. AI Control Tower Manage and govern all AI models and assets across your enterprise from a central hub. Learn More IT Service Management Manage incident, problem, and change autonomously 
for simplified and proactive IT service delivery. Learn More Digital End-User Experience Proactively remediate hardware and application issues 
before they impact employees. Learn More IT Operations Management Map your estate, detect anomalies, compress alerts, and automate resolutions for 24/7 reliability. 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 Service Operations?
Autonomous Service Operations is the operational foundation for enterprise IT that unifies IT service management and IT operations management on a single ServiceNow IT platform. Instead of toggling between disconnected tools and chasing outages, enterprise IT teams gain an autonomous workforce powered by agentic AI and GenAI that triages tickets, monitors infrastructure, and prevents issues before anyone notices. AI agents inherit your organization's structure, authorization models, and operational intelligence to resolve requests, correlate alerts, and remediate problems autonomously. They are smart and self-directed, but always under your control. The result: ServiceNow IT teams shift from reactive operations to proactive control, freeing resources to focus on strategic work that moves the business forward.
What is IT Service Management (ITSM)?
IT Service Management (ITSM) is how enterprise IT delivers support to employees and customers through service desk operations, incident management, request fulfillment, problem management, and change management. Traditional ITSM focuses on responding to issues after they occur—password resets, software installations, access requests, and troubleshooting tickets. Modern AI ITSM transforms this reactive model into proactive service delivery. AI agents powered by GenAI autonomously resolve routine requests through omnichannel self-service (voice, chat, portal) while providing service desk teams with complete context for complex issues. ServiceNow IT delivers dramatically faster resolution times and improved employee satisfaction through intelligent AI for IT operations.
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. ITOM teams monitor servers, networks, applications, and cloud operations across AWS, Azure, GCP, and hybrid environments to detect anomalies, prevent outages, and maintain system reliability. When unified with service management on a single ServiceNow IT platform, ITOM moves beyond reactive monitoring to predictive operations—using AI for IT to correlate alerts, reduce noise by up to 99%, surface root cause, and trigger automated remediation in cloud operations before problems impact the business.
What is a ServiceNow AI specialist?
An AI specialist is a role-based AI entity that carries out entire tasks end-to-end. AI specialists arrive pre-skilled and ready to deploy on the ServiceNow IT platform—for example, the L1 Service Desk specialist handles AI ITSM responsibilities, from initial triage through resolution. They self-assign work based on skills and authorizations, execute multi-step resolutions autonomously across integrated systems and cloud operations, and escalate intelligently to humans with full context when needed. AI specialists continuously learn and improve over time.
What is the difference between AI agents and traditional automation?
Traditional automation follows predefined scripts and rules—if X happens, do Y. It breaks when scenarios fall outside programmed parameters and requires constant maintenance as enterprise IT environments change. AI agents understand context from unified data across IT service 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 multiple AI agents work together in agentic workflows on the ServiceNow AI platform, or when AI specialists coordinate entire job functions through AI ITSM and ITOM, they don't just automate tasks; they operate with the operational intelligence of your enterprise. This AI for IT approach inherits 20 years of ServiceNow IT workflow expertise, authorization models, and institutional knowledge that competitors can't replicate.