The IT Nerd

ServiceNow today announced that its entire product portfolio will be AI-enabled. Every ServiceNow product now includes AI, data connectivity, workflow execution, security, and governance built-in. This shift enables organizations to accelerate their AI ambitions and help ensure they get the most value from AI by bringing together the critical components required for enterprise-scale delivery: a conversational front door (ServiceNow EmployeeWorks), connected data for cross-enterprise context (Workflow Data Fabric), visibility and governance (AI Control Tower), and autonomous workflows that can move from assisting people to acting on their behalf. ServiceNow also unveiled Context Engine, an enterprise context solution that connects relationships, policy, and decision history behind every AI agent decision, and new ServiceNow Build Agent skills that open the platform so that developers can build from any tool they already use and deploy directly to ServiceNow.

The enterprise software landscape has a fragmentation problem. The average enterprise runs hundreds of applications, each with its own data model, security perimeter, and governance logic. Most providers are making it worse, bolting intelligence onto disconnected systems as a sidecar that can’t execute across the enterprise with real context or accountability. ServiceNow is moving beyond a patchwork of AI add-ons towards a unified platform, combining intelligence that understands context with workflows that can act on it.

Context Engine: enterprise context for every AI decision

Every AI agent is only as good as the context it operates in. Context Engine gives ServiceNow AI and workflows the context to sense what’s happening across the enterprise, decide the right course of action, act with precision, and govern every outcome accountably. For example, it knows which asset is tied to a regulated process, which approval chain applies to a given cost threshold, and which vendor history should inform how a request is handled.

With 85 billion workflows and seven trillion transactions, ServiceNow is uniquely positioned to ground LLMs in an organization’s specific strategy and make better decisions with AI. Context Engine compounds intelligence with every human and agent decision made, growing smarter about how a business works, not just about language. Built on ServiceNow’s Service Graph, Knowledge Graph, and data inventory, Context Engine draws from a breadth of enterprise signals, including identity relationships, asset dependencies, business intelligence, and data lineage that AI queries in real time.

ServiceNow SDK and Build Agent skills open ServiceNow to every developer, from any tool

On April 15, developers will be able to build with any tool they already use — including Antigravity, Claude Code, Cursor, OpenAI Codex, Windsurf, and others — and deploy directly to the ServiceNow AI Platform. The ServiceNow SDK and new Build Agent skills work across every major AI development environment, so developers stay in their preferred integrated development environment (IDE) while citizen developers describe a workflow in plain language. The result is a working app on ServiceNow in minutes, based on testing scenarios.

For teams developing on top of the company’s pre-built apps, ServiceNow Studio with embedded Build Agent delivers the deepest AI-native development experience on one platform. Fully instance-connected, it understands live data models, active scopes, table relationships, and business rules in real time, enabling it to surface the right fields, dependencies, and extension points as developers build.

Every custom app and AI agent is governed by AI Control Tower and App Engine Management Center, and inherits the same identity framework. To get started, customers will receive 100 free Build Agent calls, and personal developer instances will include 25 free Build Agent calls.

AI, data, security, and governance now in every product offering for customers of any size

ServiceNow is releasing a new tiered offer model that spans AI assistance, agentic automation, and fully autonomous operations across the entire portfolio. For midsize companies that need enterprise-grade service management without months-long deployment, ServiceNow is introducing Enterprise Service Management (ESM) Foundation. ESM Foundation brings together IT, HR, legal, finance, procurement, and workplace services onto the ServiceNow AI Platform, which can be live in weeks. With AI-driven setup, AI assistance for employees, and automation to improve service team performance, organizations get fast ROI on a scalable foundation that grows with them.

Every ServiceNow customer now starts with a complete AI package — no separate purchase, no procurement project, and no integration required. From AI-powered automation capabilities to more agentic AI features, customers can choose the level that’s right for them. ServiceNow is model agnostic by design, giving customers the flexibility to leverage their preferred provider. Intelligence will keep getting cheaper. Trusted execution will keep getting more valuable.

Availability

ESM Foundation and the new packaging model are now available for all customers. Build Agent skills will be available to developers on April 15. Context Engine is available for preview with select customers, and full availability details will be shared at a later date.

Canadian enterprises are accelerating AI adoption in customer service, but new data suggests they may be pulling back from the channel customers rely on most when it matters. 

According to new ServiceNow research: 

• 85% of customers prefer a human phone call for complex issues 
• Just 10% of executives plan to prioritize phone support over the next three years 
• 59% cite lack of empathy as their top service frustration 

At the same time, two-thirds of customers want self-service for simple issues, and nearly half expect AI to improve speed and efficiency. The tension is clear: customers want automation for convenience, but human connection for resolution and trust. 

As Canadian tech companies build and deploy AI-first CX platforms, are they enabling better human interactions, or quietly optimizing them away? 

Find out more here: https://www.servicenow.com/workflow/crm/cx-shift-study-expectations-ai-era.html

ServiceNow today launched Autonomous Workforce, AI specialists that can execute jobs with the scope, authority, and governance required for enterprise work – freeing people to focus on strategic problem solving and personalized service. Just two months after the Moveworks acquisition close, the company also introduced ServiceNow EmployeeWorks, which combines Moveworks’ conversational AI and enterprise search with ServiceNow’s unified portal and autonomous workflows to turn natural language requests into governed, end to-end execution for nearly 200 million employees.

As enterprises evaluate AI platforms, two competing paradigms have emerged: feature-function AI bolted onto disconnected SaaS apps, and unified platforms that execute work through proven enterprise workflows with AI built in. The difference is fundamental: the feature approach requires enterprises to maintain, integrate, and manage the complexity themselves. ServiceNow eliminates the complexity by unifying conversational AI, workflows, enterprise data, security, and governance on a platform purpose-built for mission-critical operations.

Autonomous Workforce: AI teammates execute jobs in partnership with people

ServiceNow’s Autonomous Workforce deploys AI specialists with defined roles to augment teams. Unlike AI agents that complete individual tasks, the ServiceNow Autonomous Workforce orchestrates teams of AI specialists with roles such as a Level 1 Service Desk AI Specialist, Employee Service Agent, or Security Operations Analyst to execute work from start to finish. They work alongside humans, follow established processes and policies set by the organization, learn from outcomes and employee feedback, and importantly, improve over time.

Today, ServiceNow is introducing the first AI specialist available out-of-the-box for customers, a Level 1 Service Desk AI Specialist. This AI specialist autonomously diagnoses and resolves common IT support requests end to end — password resets, software access provisioning, network troubleshooting — using enterprise knowledge bases, historical incident data, and proactive remediation workflows. It is designed to operate 24/7 with assignments aligned to specific skillsets and deliverables and escalate issues when human intervention is needed.

At ServiceNow, our Autonomous Workforce is handling 90%+ of employee IT requests. Early results show our newest AI specialist, the L1 Service Desk AI Specialist, is already resolving assigned IT cases autonomously, and it’s 99% faster than when these cases are handled by human agents.

AI models without workflows are probabilistic — they see patterns, form ideas, and give different answers for the same questions. The enterprise, however, needs deterministic outcomes — governance, security, auditability, and operations that don’t hallucinate. Because ServiceNow combines probabilistic intelligence with deterministic workflow orchestration, AI specialists can interpret a request, decide the right action using business context, and execute autonomously across systems with governance built in through the ServiceNow AI Control Tower. Every action is traceable and governed by policies embedded in the workflow layer itself.

ServiceNow EmployeeWorks: Consumer AI experiences meet enterprise-grade execution

ServiceNow is bringing the power of Moveworks to the ServiceNow AI Platform and delivering immediate value to customers with ServiceNow EmployeeWorks, a conversational front door for the enterprise. Available where employees already work and collaborate – whether in Teams, Slack, or on any browser – ServiceNow EmployeeWorks connects Moveworks’ conversational AI chat and deep enterprise search with ServiceNow’s unified portal and autonomous workflows, turning intent into coordinated action across systems.

The platform understands organizational structure, approvals, and authorization — executing tasks that require multi-system coordination while maintaining governance and audit trails.

Availability

• ServiceNow EmployeeWorks is generally available to customers.
• The first AI specialist for Autonomous Workforce, a Level 1 Service Desk AI Specialist, is expected to be generally available Q2 2026.
• Moveworks continues to be offered as a standalone product within the ServiceNow portfolio. Organizations can acquire the Moveworks platform as an independent AI solution or as an integrated component of their ServiceNow deployment, ensuring flexibility in enterprise-wide implementation.

ServiceNow today announced an expanded relationship with Panasonic Avionics Corporation, a global leader for in-flight engagement. Panasonic Avionics will replace siloed legacy systems with ServiceNow CRM and Now Assist, integrated with Aria Billing Cloud and Tenon Marketing Automation, to modernize and unify sales, service, marketing, and billing formore than 300 airlines worldwide with real-time customer insights and AI-driven workflows. With this expansion, the ServiceNow AI Platform powers Panasonic Avionics across its enterprise, supporting IT, customer service, engineering, and HR.

The challenge: legacy systems limited real-time visibility across 300+ airlines

Panasonic Avionics has consistently been at the forefront of aviation innovation, delivering in-flight engagement services such as high-speed internet, seatback and personal-device entertainment, on-demand TV, and interactive maps. As the business grew, the company needed a single platform to replace legacy, siloed CRM and billing systems.

The solution: ServiceNow connects sales, service, and billing on a single AI-powered platform

ServiceNow CRM’s AI agents, data, and workflows connect Panasonic Avionics’ customer operations to drive better experiences while helping cut costs. ServiceNow Sales and Order Management for Telecommunications, including Logik.ai from ServiceNow’s configure-price-quote (CPQ) capabilities, replaces legacy systems to accelerate deal configuration and speed the sales process from opportunity to order fulfillment. Now Assist, ServiceNow’s native AI experience, delivers AI-powered case resolution, proactive service recommendations, and self-service automation to help Panasonic Avionics address airline customer needs faster and improve operational efficiency.

Integrations with Aria Billing Cloud via the Aria Billing Studio for ServiceNow app, along with Tenon Marketing Automation, extend ServiceNow’s ability to provide complete lead-to-cash capabilities. By unifying pricing, billing, and marketing on the ServiceNow AI Platform, Panasonic Avionics gains a real-time, end-to-end view of customers and services. This enables faster sales response, streamlined service delivery, and AI-driven insights across the business.

Building on a long-standing partnership

In 2019 Panasonic Avionics implemented ServiceNow Customer Service Management to accelerate self-service, increase productivity, and speed up issue resolution. With the added CRM and Now Assist capabilities, ServiceNow has become the foundation of Panasonic Avionics’ enterprise platform, supporting the company across IT, HR, service, and engineering with plans to deliver additional AI-powered experiences.

ServiceNow and OpenAI today announced an enhanced strategic collaboration to power agentic AI experiences and accelerate enterprise AI outcomes. The agreement unlocks a deep collaboration between OpenAI technical advisors and ServiceNow engineers that will be equipped with its frontier models, which will give customers direct access to frontier capabilities, custom ServiceNow AI solutions built and aligned to their unique roadmaps, and increased speed and scale with no bespoke development required. ServiceNow will build direct speech-to-speech technology using OpenAI models to break through language barriers and offer more natural interactions. With the latest OpenAI models including GPT-5.2, ServiceNow will unlock a new class of AI-powered automation for the world’s largest companies.

Co-innovation that drives faster, easier customer adoption

As AI model releases accelerate, large enterprises need help keeping their workflows aligned with the latest innovations. Bringing OpenAI models into the ServiceNow AI Platform complements a customer’s ServiceNow configuration management database (CMDB) while also offering native, embedded access to intelligence to further inform actions that will be taken within workflows. ServiceNow’s AI Control Tower then provides the governance and orchestration layer, giving organizations centralized visibility into how models are applied across workflows, how they interact with enterprise data and systems, and how AI-driven actions are executed at scale in a controlled, auditable way. For example:

• Real-time speech-to-speech voice agents: With OpenAI, ServiceNow is working toward real-time speech-to-speech AI agents that can listen, reason, and respond naturally without text intermediation. For example, a user can speak in their preferred language and receive an instant response from an AI agent that opens a case, triggers an approval, and orchestrates next steps without translation delay — reducing latency, preserving meaning, and eliminating unnecessary handoffs.
• Super charging automation: Computer-use models from OpenAI unlock a new class of IT automation for ServiceNow customers by enabling interactions with systems. By turning unstructured documents into actionable data, this capability extends secure, context-aware automation across more environments — enabling autonomous orchestration of workplace tools like email and chat, automation of legacy systems including mainframes, and greater efficiency across complex IT landscapes.

Delivering AI impact on a foundation of proven success

This agreement builds on the long-standing efforts of ServiceNow to offer customers the choice of accessing OpenAI models for:

• AI assistance that lets employees ask questions in natural language and get clear, actionable answers through speech-to-text capabilities.
• AI-powered summarization and content generation for incidents, cases, knowledge articles, and service interactions — helping teams resolve issues faster with less manual effort.
• Developer and admin tools that turn intent into workflows, logic, and automation, dramatically speeding how business processes are built and updated.
• Intelligent search and discovery that pulls the right information from across enterprise systems exactly when it’s needed.

ServiceNow powers more than 80 billion workflows every year. Together with OpenAI, the company is bringing customers innovative new capabilities that enable even more advanced automation and workflows across industries and across use cases.

 ServiceNow today announced significant enhancements to its global Partner Program to accelerate AI agent innovation. This includes a newly reimagined Build Program that opens ServiceNow’s partner ecosystem to more innovators and strengthens the ServiceNow Store as a global marketplace for partner-built AI agents. The program will enable a broader set of ISVs, developers, and technology partners to build, test, certify, and distribute solutions on the ServiceNow AI Platform, with more than 1,000 partners — including AutomatePro, SailPoint, and others — transitioning to the revamped program. ServiceNow also introduced a unified investment portfolio and simplified pricing model designed to fuel partner-led growth, making it seamless for partners to innovate, differentiate, and monetize on the ServiceNow AI Platform.

ServiceNow’s partner ecosystem continues to expand in scale and impact with more than 2,700 partners globally. As customers shift from AI experimentation to AI at scale, partners play an increasingly critical role in delivering specialized use cases, speeding deployment, and driving measurable business outcomes. An expanded and open partner ecosystem positions ServiceNow to meet growing enterprise demand for AI agents, generative automation, and industry-specific workflow innovation; these updates equip ServiceNow partners with the programs, investments, and platform capabilities they need to lead this next wave of AI-powered transformation.

Reimagined Build Program opens ServiceNow’s partner ecosystem to more innovators

ServiceNow’s redesigned Build Program makes it significantly easier for ISV, developer, and technology partners to get started, explore new ideas, and differentiate their offerings as they bring new solutions to market. This will accelerate a wave of partner-built AI agents, applications, and connectors that will extend the value of ServiceNow for customers.

The program’s modernized tier structure — Registered, Select, Premier, and Elite — introduces stronger program benefits and fresh opportunities for partners to showcase their AI solutions in the ServiceNow Store, a global marketplace for enterprise-ready AI agents. A new Access Tier also invites aspiring and entry-stage partners to start building immediately with ServiceNow, giving them instant access to tools and resources without needing to fully enroll first.

More than 1,000 existing partners will transition into the redesigned Build Program by March, establishing a unified, fast-growing pipeline of innovators building AI-powered solutions on the ServiceNow AI Platform.

Expanded investment portfolio strengthens support across the entire partner lifecycle

ServiceNow is supercharging its partner ecosystem with a unified investment strategy for 2026, designed to spark growth, fuel innovation, and help partners win faster, together. The expanded partner investment portfolio provides meaningful support at every phase of the journey — from building demand to closing deals to driving successful deployments — achieved through an increased investment in incentives, rewards, and co-marketing programs.

Key components include:

• Market Development Fund (MDF): New funding opportunities and 100% reimbursement for select activities, enabling eligible partners to build demand and generate pipeline.
• Strategic Investment Fund (SIF): Targeted funding to accelerate high-impact customer opportunities and unlock faster outcomes.
• Sell-through, deployment, and specialization incentives: Rewards that recognize partners for driving customer value and deepening technical expertise across the ServiceNow AI Platform.

Each program element is aligned with the updated ServiceNow partner tiers, ensuring partners gain access to the right support at the right time, and that their benefits scale as their success grows.

To further simplify partner engagement and remove friction as the partner ecosystem grows, ServiceNow is also introducing a streamlined fee structure. Beginning immediately, all global partners will move to a streamlined single annual membership fee. This change reflects direct partner feedback and is designed to create a simpler, more equitable structure that allows partners to focus on building, innovating, and going to market, rather than navigating complex program fees.

With fewer barriers to entry and clearer paths to value, partners appreciate the ability to more easily build differentiated AI-powered solutions, reach customers through the ServiceNow Store, and deploy their solutions on the ServiceNow AI Platform.

For more information on the ServiceNow Partner Program visit servicenow.com/partners.

ServiceNow today announced AI Experience, a unified, conversational front door to enterprise AI. With its context‑aware interface, the new AI Experience unites people and AI in a seamless, multimodal environment with built‑in governance, security, and the trust and transparency customers need as they implement AI meant for scale. Building on the foundation of Now Assist, AI Experience extends across any workflow, including the company’s autonomous Customer Relationship Management (CRM) offering, to transform sales and service — positioned to drive revenue growth and lasting customer loyalty. In an agentic AI era, it elevates the traditional user interface (UI) and becomes the intelligent entry point for employees to access information, delegate tasks, and collaborate with AI. 

Enterprises today suffer from decades of SaaS applications that define work in siloes and by departments. Many have dozens of separate AI solutions simply bolted onto existing systems, leaving employees juggling disconnected tools that don’t have access to the data they need to move work forward. With AI Experience, data, AI models, AI modalities, and workflows converge on a single, intuitive interface — empowering organizations to accelerate adoption, simplify access, and reduce employee AI learning gaps because ServiceNow works across workflows, not just a single app.

AI Experience represents a fundamental shift in how people interact with technology to get work done. It places AI at the forefront of the user experience with a powerful new multimodal, multilingual UI that allows instant access to voice, text, image, web, and build agents that are deeply connected to any part of the business, delivering context‑aware, personalized, and proactive interactions. AI Experience can anticipate needs, take action, and deliver results at enterprise scale.

With AI Control Tower — a central hub for governing, monitoring, and managing any AI asset, native or third‑party — enterprises can deploy AI Experience with confidence, giving them speed without losing security or control.

AI is the new UI: Putting AI at the center of how work gets done

At the core of AI Experience are intelligent, role‑aware AI agents that work side‑by‑side with employees to resolve issues, complete tasks, and drive outcomes. AI agents operate transparently, continuously learn, and give users full visibility and control, keeping AI always in the flow of work on one platform.

AI Experience introduces new capabilities such as:

• AI Voice Agents: Offer hands‑free support that retrieve information, update records, and troubleshoot complex issues with human‑like fluency.
• AI Web Agents: Learn from humans to complete tasks across third‑party apps and the web — clicking buttons, filling out online forms, and navigating internal sources and external systems, without APIs or integrations.
• AI Data Explorer: Connects insights across ServiceNow and external data sources via Workflow Data Fabric, helping users investigate trends, pinpoint root causes, and document findings without leaving their workflow.
• AI Lens: Turns what users see — screens, forms, and dashboards — into instant action, eliminating manual effort and accelerating decisions with AI‑powered automation. 

Autonomous CRM: Driving revenue and customer loyalty

Through the single‑architecture, single data model of the ServiceNow AI Platform, AI Experience can be instantly applied across enterprise workflows, including CRM. This marks a shift from legacy SaaS systems that passively track customer interactions to an AI‑native, revenue‑driving AI operating system that resolves customer issues and improves customer loyalty at every turn.

AI Experience transforms CRM from a static system of record into an AI‑first system of action. Instead of forcing employees to jump from app‑to‑app, spend time configuring quotes manually, or stitch together fulfillment processes, AI agents take on the manual, repetitive work, like scanning tickets, flagging patterns, and recommending response plans. This allows human agents to focus on complex decisions and real‑time improvements. 

In service, customers can get their issue resolved or request fulfilled through automation from the channel of their choice. In sales, a new AI‑powered Configure, Price, Quote (CPQ) solution accelerates quote generation that matches the customer’s need and frees sales reps to focus on customer relationships. Because AI agents and prebuilt workflows are built‑in, work moves smoothly across teams and tools. The result: problems get solved faster, costs can go down, employees stay focused on customers, and customers enjoy better experiences.

The foundation for enterprise‑ready AI

Rapid transformation to an AI‑first enterprise requires transparency, governance, and data to scale responsibly. The ServiceNow AI Platform delivers this foundation by uniting AI, data, and workflows to power autonomous actions — responsibly, transparently, and securely across the enterprise. 

Building on the governance and security capabilities within the ServiceNow AI Platform, ServiceNow also introduced new capabilities for AI Control Tower that span cross‑platform onboarding, proactive risk and compliance monitoring, and real‑time value tracking. ServiceNow also announced Now Assist model provider flexibility, which enables customers to integrate and choose from ServiceNow’s platform‑native LLMs and third‑party providers such as Azure OpenAI, part of Microsoft Azure AI Foundry, Anthropic Claude on AWS, or Google Gemini models. This allows organizations to align the most suitable AI model with the distinct demands of each workflow on the ServiceNow AI Platform, at no additional cost. With Workflow Data Fabric, ServiceNow can connect, catalog, and govern data across systems, offering a comprehensive framework for AI.

Availability

AI Lens is now generally available. AI Voice Agents, AI Web Agents, AI Data Explorer, and AI‑powered CPQ are expected to be available by the end of calendar year 2025. 

Additional Information

Read more about AI Experience from our President, Chief Product Officer, and Chief Operating Officer, Amit Zavery on the ServiceNow blog.

ServiceNow today unveiled its new Zurich platform release. This release delivers breakthrough innovations with faster multi-agentic AI development, enterprise-wide AI platform security capabilities, and reimagined workflows. New intelligent developer tools enable secure vibe coding with natural language to help turn employees into high-velocity builders and creators and lower the barrier to app creation. Built-in security capabilities, including ServiceNow Vault Console and Machine Identity Console, natively secure sensitive data across workflows and govern integrations to help organizations scale agentic AI and innovations with confidence. The introduction of autonomous workflows turns data into action through agentic playbooks, uniquely offering the flexibility to apply AI and human input in workflows where and when it’s needed for greater control and efficiency. 

Enterprise leaders are racing to move beyond table-stakes AI implementations to unlock transformative, tangible results. According to Gartner®, “By 2029, over 60% of enterprises will adopt AI agent development platforms to automate complex workflows previously requiring human coordination.” The ServiceNow AI Platform delivers this transformational promise across the enterprise and underpins a new era of highly efficient human-AI collaboration. 

Vibe coding meets enterprise scale 

According to Gartner®, “Agentic AI features will be near ubiquitous, embedded in software, platforms and applications, transforming user experiences and workflows.” The introduction of ServiceNow Build Agent and developer sandbox provides resources for employees to work with AI more efficiently, conversationally, and at scale to solve real problems in every corner of the business. 

• Build Agent is a breakthrough for enterprise app creation—bringing vibe coding to the rigor of the ServiceNow AI Platform. In seconds, employees can turn an idea into a production-ready application by asking in natural language. Say, “Create an onboarding app that assigns tasks to HR, IT, and Facilities,” and Build Agent handles the rest—design, build, logic, integrations, testing, and industry-leading governance included. What sets it apart is enterprise discipline: every app comes with audit trails, security, and compliance built in. Developers and citizen creators alike get the speed of AI with the confidence of enterprise-grade control, in a streamlined interface. 

• Developer sandbox empowers developers to build better applications, faster, while maintaining the highest standards of quality. Sandboxes provide isolated environments within a single instance, so multiple teams can collaborate, build, and test new features without conflicts, and rapid scale doesn’t come at the cost of control. Teams can version, iterate, and deliver without waiting in line for developer resources. Developers can safely experiment with vibe coding, test AI-powered workflows, and resolve version control issues before changes go live. This reduces rework, shortens feedback loops, and helps teams ship higher-quality applications rapidly with lower risk. 

Security that enables AI strategy 

As enterprises adopt autonomous workflows powered by agentic AI, securing how these systems access data and communicate across environments is essential. Zurich introduces new built-in AI platform security capabilities to make it easier to protect sensitive information, govern integrations, and manage growing AI footprints. 

• The new ServiceNow Vault Console provides a guided experience to discover, classify, and protect sensitive data across workflows. For example, an admin managing customer service operations can now identify personal data across tickets, apply different types of protection policies, and track compliance activity. The console also offers recommendations for protecting newly discovered sensitive data, along with customizable dashboards to monitor key metrics. What used to require manual configuration across multiple tools can now be managed in one place, with intelligent insights and a streamlined experience. 

• Machine Identity Console addresses the need for integration security with enterprise-grade authentication and authorization, delivering control over bots and APIs head on. As the ServiceNow AI Platform scales, every API connection, including those from AI agents, introduces another identity to manage and determine what it can access. This console gives platform teams visibility into all inbound API integrations using machine identities such as service accounts and keys, flags outdated or weak authentication methods, and provides clear steps to strengthen security. If an integration is using basic authentication or hasn’t been active in 100 days, the console spots it and helps resolve it. 

Without built-in security and trust, scaling AI comes with risk. These new security features in Zurich build upon ServiceNow’s AI Control Tower, announced in May 2025, which provides enterprise-wide visibility, embedded compliance, and end-to-end lifecycle governance for agentic AI systems. By centralizing oversight of every AI agent, model, and workflow—native or third-party—the AI Control Tower ensures organizations can scale AI with confidence, aligning innovation with enterprise-grade security and trust. 

Turn data into outcomes with autonomous workflows 

As organizations rapidly scale AI, they face the added challenge of delivering solutions consistently, reliably, and responsibly. Enterprises need the right guardrails, full visibility, and strong governance to achieve service delivery, or they risk eroding trust and slowing results. ServiceNow’s AI Platform does all this in a single platform, setting a new standard for how organizations can create autonomous workflows to turn data into action and AI into measurable business impact. 

• Agentic playbooks from ServiceNow bring people, automation, and AI together seamlessly, powering autonomous workflows. A traditional playbook is a structured sequence of automated steps based on predefined business rules and processes—ideal for ensuring consistency, efficiency, and trust. Agentic playbooks amplify this model by embedding AI into the trusted framework. AI agents eliminate manual effort, completing tasks in seconds and accelerating execution. This frees employees to focus on higher-value work where human judgment matters most. For example, in a credit card support situation, an agentic playbook can guide an AI agent to verify someone’s identity, freeze the card, send a replacement and notify the customer while allowing a human agent to step in as necessary. The result: governed, efficient, and trusted work—supercharged by AI to deliver faster, smarter outcomes. 

• The ServiceNow Zurich platform release also seamlessly combines Process and Task Mining insights within a unified platform. These new capabilities give organizations an end-to-end understanding of how work gets done—revealing where human expertise is essential, and where AI agents can deliver the greatest impact. With process intelligence built directly into the platform, customers can move seamlessly from insight to action—streamlining operations, applying AI where it matters most, and accelerating real business outcomes without the complexity of disconnected legacy tools. 

Availability 

All features announced today as part of the ServiceNow Zurich platform release are generally available and can be found in the ServiceNow Store. 

We’ve all been there: you’re locked out of your bank account, and the chatbot keeps looping: “Please verify your identity.” We know we’re talking to machines… we just don’t want it to feel that way.

That moment isn’t rare and it’s reshaping consumer expectations. A 2025 report from ServiceNow reveals that 64% of Canadians expect AI chatbots to recognize emotion by the end of the year. 

Why? Because while 62% of Canadians see value in chatbots, a striking 94% still find them frustrating and impersonal. When we say, “this is urgent,” we want tech that can read the room, not just recite a script.  

But the real issue isn’t just that bots lack empathy, it’s that we’re relying on them too much in the wrong moments. 

What Canadians really want is a smarter handoff: 
🧠 AI that handles the boring stuff 
👩‍💻 Humans who can step in with real empathy 
📱 Tech that helps both work better — together 

We’re not anti-tech. We’re just pro-sanity. Canadians are happy to let AI handle the basics, but when something goes sideways, they want a real person, already up to speed, thanks to embedded, context-aware AI working behind the scenes.