The view from an AI control tower
The runway to AI adoption can be short. In an expanding sky of tools, platforms, and AI agents, business leaders face increasing complexity. As enterprises struggle to keep up with the pace of innovation, AI maturity is falling, according to the ServiceNow Enterprise AI Maturity Index 2025.
Governance is an essential part of AI maturity. Our research shows that 63% of Pacesetters—organisations leading in AI implementation—have created AI-specific policies addressing data governance and security challenges, in comparison to 42% of non-Pacesetters. Prioritising AI governance has become a necessity, not just as an exercise in compliance.
Beyond compliance, governance is about choosing the right use cases, reducing duplicates, measuring value, and continuously improving. ServiceNow® AI Control Tower, a central intelligent hub, can help you govern, manage, and secure AI across the enterprise. Let’s explore how you can move your organisation at the speed of AI with guardrails in place.
Taming chaos with governance
Agentic AI is gaining traction in organisations. Close to half (43%) are considering adopting agentic AI in the next 12 months, according to our research.
As agentic AI adoption grows, managing and controlling AI agents becomes crucial to operational success. Governance must be factored in before deploying agentic AI to help ensure agents are used responsibly and meet current regulations.
As leaders strive to accelerate progress around new use cases and agentic AI-powered service offerings, they no longer need to choose between moving fast and minimising risk; they can build trust and move faster. Governance is an accelerator when done right. AI Control Tower provides support for existing and emerging regulatory and compliance frameworks such as the EU AI Act, giving users tools to help manage and oversee their compliance efforts.
Humans in the loop
Trust will be a defining factor for success in the AI age. Less than half (46%) of people worldwide trust AI systems, according to KPMG. However, Gartner® predicts, “by 2028, enterprises using AI governance platforms will achieve 30% higher customer trust ratings and 25% better regulatory compliance scores than their competitors” 1
Maintaining human oversight in AI workflows is also crucial. A system can encourage confidence in AI by incorporating governance best practices and sharing real-time insights to mitigate risks.
The ServiceNow AI Platform brings together AI, data, and workflows. AI Control Tower, built on that platform, helps you understand where AI is deployed in the business, govern and track its impact, and assign human managers to oversee its work.
Controlling AI sprawl
With an ever-expanding and siloed roster of AI models and tools, leaders are conductors of a complex orchestra. They will have preferences around which partners and providers to work with, and those can vary from use case to use case. Limiting businesses to just one AI model or platform won’t cut it.
By unifying data, leaders can increase visibility over AI systems, models, prompts, and the entire ecosystem and lifecycle of AI implementations. Together, these factors provide opportunities to scale AI deployment at speed. AI Control Tower enables leaders to conduct the orchestra, by bringing cross-platform visibility and control.
As AI agents proliferate, it's important to manage their security and privacy access. ServiceNow can monitor access of AI agents to privileged and sensitive data, helping users select and implement appropriate security and privacy controls.
IDC predicts that AI solutions and services will have a global cumulative impact of $22.3 trillion by 2030. By governing and managing AI from a single viewpoint, business leaders can get the most out of deploying AI. 2
Find out more about how ServiceNow can help you take control of your AI.
1 Gartner Articles, Gartner Top 10 Strategic Technology Trends for 2025, October 2024, https://www.gartner.com/en/articles/top-technology-trends-2025.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
2 IDC Press Release, IDC Predicts AI Solutions & Services will Generate Global Impact of $22.3 Trillion by 2030, 01 Apr 2025