ServiceNow unveils AI Platform to unify operations

ServiceNow has introduced a new AI Platform designed to unify intelligence, data, and orchestration capabilities across its business offerings.

The ServiceNow AI Platform incorporates several developments, including new solutions and technology integrations with industry partners like NVIDIA, Microsoft, Google, and Oracle. The enhancements aim to facilitate enterprise-wide orchestration and improve operational outcomes for ServiceNow's global clients.

Among the new features, the platform now includes the AI Control Tower. This tool is a centralised command centre that enables organisations to govern, manage, and secure ServiceNow and third-party AI agents, models, and workflows via a unified interface. It is intended to provide seamless collaboration and oversight, contributing to automation at scale across enterprise environments.

The AI Agent Fabric is another new component that functions as a backbone for enterprise AI ecosystems. Through this, AI agents can communicate and collaborate across varying teams, vendors, and tools within an organisation. The goal is to drive coordination and task sharing, regardless of whether ServiceNow, internal teams, or partners develop AI agents.

ServiceNow has also announced an enhanced, AI-powered customer relationship management (CRM) offering. This offering brings together selling, fulfilment, and service operations on a single platform. The new CRM is designed to support customer interactions throughout their lifecycle by enabling businesses to move from reactive support to proactive engagement.

Another notable development is the Apriel Nemotron 15B, a large language model (LLM) created in partnership with NVIDIA. This LLM and its data flywheel integration are intended to support scalable and efficient agentic AI, emphasising improved accuracy, lower latency, and reduced costs for businesses deploying advanced AI solutions.

The company has also launched ServiceNow University, which aims to provide organisations with a new learner experience built to fuel business transformation and help employees develop the skills necessary to harness AI in their roles.

"ServiceNow is igniting a new era of enterprise transformation with the ServiceNow AI Platform. We're unleashing the full power of AI, across any industry, any agent, any workflow. For decades, CEOs have wanted technology to accelerate the speed of business transformation. With this next generation architecture, we finally have the foundation to run the integrated enterprise in real time. We are the only ones who can orchestrate AI, data, and workflows on a single platform. Now is the moment to unlock tomorrow's opportunities with ServiceNow as the AI operating system of the 21st century," Bill McDermott, Chairman and Chief Executive Officer of ServiceNow, commented on the launch.

ServiceNow reports that major organisations, including Adobe, Aptiv, the National Hockey League (NHL), Visa, and Wells Fargo, are deploying aspects of the AI Platform to streamline operations and enhance productivity. Adobe is using ServiceNow Agentic AI for workplace and IT automation, reducing ticket volumes and improving resolution times while planning to expand usage through additional ServiceNow solutions.

Moreover, Aptiv is collaborating with ServiceNow to bring intelligent automation to mission-critical industrial operations. The NHL is utilising ServiceNow AI to improve issue resolution for staff and enhance fans' experiences during live events. Wells Fargo has adopted the platform's RaptorDB feature for automating complex workflows and enabling real-time data-driven decision making. Visa is rolling out a ServiceNow-built dispute management system that leverages AI agent-based capabilities.

Research cited by ServiceNow suggests businesses adopting agentic AI have seen tangible benefits. According to the ServiceNow Enterprise AI Maturity Index 2025, 55% of organisations using agentic AI report improved gross margins, compared to 22% of organisations not considering such approaches.

ServiceNow's expanded partner ecosystem and the introduction of thousands of ready-to-work AI agents are intended to help enterprises move from small-scale AI pilots to full implementation across their operations. The AI Engagement Layer, incorporating ServiceNow's Knowledge Graph, Workflow Data Fabric, and AI Agent Fabric, allows customers to execute complex tasks across systems by linking to enterprise data and agentic frameworks.