ServiceNow Unveils New Agentic AI Innovations to Autonomously Solve the Most Complex Enterprise Challenges
ServiceNow (NYSE: NOW) has unveiled new agentic AI innovations designed to autonomously handle complex enterprise challenges. The company introduced the AI Agent Orchestrator, a central control tower that manages and governs AI agents across business operations. The platform includes thousands of pre-built AI agents for IT, customer service, and HR, plus a new AI Agent Studio for creating custom agents.
The system leverages ServiceNow's two-decade expertise and platform architecture to provide AI agents access to billions of information pieces and millions of automations. The new capabilities will be available in March 2025 at no additional cost for Pro Plus and Enterprise Plus customers. According to IDC, 50% of organizations are projected to use enterprise AI agents for specific business functions in 2025.
The platform features Workflow Data Fabric, enabling seamless connection to enterprise data sources without data duplication. ServiceNow has also announced new partnerships, including with Google Cloud, to extend these capabilities.
ServiceNow (NYSE: NOW) ha svelato nuove innovazioni nell'IA agentica progettate per gestire autonomamente sfide aziendali complesse. L'azienda ha presentato il AI Agent Orchestrator, una torre di controllo centrale che gestisce e governa gli agenti IA nelle operazioni aziendali. La piattaforma include migliaia di agenti IA pre-costruiti per IT, servizio clienti e HR, oltre a un nuovo AI Agent Studio per creare agenti personalizzati.
Il sistema sfrutta l'esperienza ventennale di ServiceNow e l'architettura della piattaforma per fornire agli agenti IA accesso a miliardi di informazioni e milioni di automazioni. Le nuove capacità saranno disponibili a marzo 2025 senza costi aggiuntivi per i clienti Pro Plus e Enterprise Plus. Secondo IDC, si prevede che il 50% delle organizzazioni utilizzerà agenti IA aziendali per funzioni aziendali specifiche nel 2025.
La piattaforma presenta il Workflow Data Fabric, che consente una connessione fluida alle fonti di dati aziendali senza duplicazione dei dati. ServiceNow ha anche annunciato nuove partnership, tra cui quella con Google Cloud, per estendere queste capacità.
ServiceNow (NYSE: NOW) ha dado a conocer nuevas innovaciones de IA agentica diseñadas para manejar de manera autónoma los complejos desafíos empresariales. La compañía presentó el AI Agent Orchestrator, una torre de control central que gestiona y gobierna los agentes de IA en las operaciones comerciales. La plataforma incluye miles de agentes de IA preconstruidos para TI, servicio al cliente y recursos humanos, además de un nuevo AI Agent Studio para crear agentes personalizados.
El sistema aprovecha la experiencia de dos décadas de ServiceNow y la arquitectura de la plataforma para proporcionar a los agentes de IA acceso a miles de millones de piezas de información y millones de automatizaciones. Las nuevas capacidades estarán disponibles en marzo de 2025 sin costo adicional para los clientes Pro Plus y Enterprise Plus. Según IDC, se proyecta que el 50% de las organizaciones utilizará agentes de IA empresariales para funciones comerciales específicas en 2025.
La plataforma presenta Workflow Data Fabric, que permite una conexión fluida a las fuentes de datos empresariales sin duplicación de datos. ServiceNow también ha anunciado nuevas asociaciones, incluyendo con Google Cloud, para expandir estas capacidades.
ServiceNow (NYSE: NOW)는 복잡한 기업 과제를 자율적으로 처리하기 위해 설계된 새로운 에이전트 기반 AI 혁신을 공개했습니다. 회사는 비즈니스 운영 전반에서 AI 에이전트를 관리하고 통제하는 중앙 제어 타워인 AI Agent Orchestrator를 소개했습니다. 이 플랫폼에는 IT, 고객 서비스 및 HR을 위한 수천 개의 사전 구축된 AI 에이전트와 맞춤형 에이전트를 만드는 새로운 AI Agent Studio가 포함되어 있습니다.
시스템은 ServiceNow의 20년 경력과 플랫폼 아키텍처를 활용하여 AI 에이전트가 수십억 개의 정보 조각과 수백만 개의 자동화에 접근할 수 있도록 합니다. 이러한 새로운 기능은 2025년 3월 Pro Plus 및 Enterprise Plus 고객을 위해 추가 비용 없이 제공될 예정입니다. IDC에 따르면, 2025년까지 50%의 기업이 특정 비즈니스 기능을 위한 기업 AI 에이전트를 사용할 것으로 예상됩니다.
플랫폼은 데이터 중복 없이 기업 데이터 소스와 원활하게 연결할 수 있도록 하는 Workflow Data Fabric 기능을 제공합니다. ServiceNow는 또한 이러한 기능을 확장하기 위해 Google Cloud와의 새로운 파트너십을 발표했습니다.
ServiceNow (NYSE: NOW) a dévoilé de nouvelles innovations en matière d'IA agentique conçues pour gérer de manière autonome des défis d'entreprise complexes. L'entreprise a présenté le AI Agent Orchestrator, une tour de contrôle centrale qui gère et gouverne les agents IA dans les opérations commerciales. La plateforme comprend des milliers d'agents IA préconçus pour l'informatique, le service client et les ressources humaines, ainsi qu'un nouvel AI Agent Studio pour créer des agents personnalisés.
Le système tire parti de l'expertise de ServiceNow de deux décennies et de l'architecture de la plateforme pour donner accès aux agents IA à des milliards d'éléments d'information et à des millions d'automatisations. Les nouvelles fonctionnalités seront disponibles en mars 2025 sans coût supplémentaire pour les clients Pro Plus et Enterprise Plus. Selon IDC, 50 % des organisations devraient utiliser des agents IA d'entreprise pour des fonctions commerciales spécifiques d'ici 2025.
La plateforme propose un Workflow Data Fabric, permettant une connexion fluide aux sources de données de l'entreprise sans duplication des données. ServiceNow a également annoncé de nouveaux partenariats, notamment avec Google Cloud, pour étendre ces capacités.
ServiceNow (NYSE: NOW) hat neue agentische KI-Innovationen vorgestellt, die entwickelt wurden, um komplexe Unternehmensherausforderungen autonom zu bewältigen. Das Unternehmen führte den AI Agent Orchestrator ein, einen zentralen Kontrollturm, der KI-Agenten in den Geschäftsabläufen verwaltet und steuert. Die Plattform umfasst Tausende vorgefertigter KI-Agenten für IT, Kundenservice und Personalwesen sowie ein neues AI Agent Studio zur Erstellung benutzerdefinierter Agenten.
Das System nutzt die zwanzigjährige Expertise und Architektur der Plattform von ServiceNow, um KI-Agenten den Zugriff auf Milliarden von Informationen und Millionen von Automatisierungen zu ermöglichen. Die neuen Funktionen werden im März 2025 ohne zusätzliche Kosten für Pro Plus- und Enterprise Plus-Kunden verfügbar sein. Laut IDC wird prognostiziert, dass 50 % der Organisationen bis 2025 unternehmensspezifische KI-Agenten für bestimmte Geschäftsprozesse einsetzen werden.
Die Plattform bietet Workflow Data Fabric, das eine nahtlose Verbindung zu Unternehmensdatenquellen ohne Datenverdopplung ermöglicht. ServiceNow hat auch neue Partnerschaften bekannt gegeben, unter anderem mit Google Cloud, um diese Fähigkeiten zu erweitern.
- New AI capabilities will be included at no additional cost for Pro Plus and Enterprise Plus customers
- Platform has access to billions of data points and millions of automations
- Nearly 1,000 signed AI agent customers already on board
- Zero-copy integrations allow secure data connection without duplication
- New features won't be available until March 2025
Insights
ServiceNow's latest agentic AI release marks a pivotal strategic shift in enterprise automation, introducing three game-changing elements that could significantly impact its market position and revenue streams:
1. Architectural Advantage: The single architecture approach with the AI agent control tower provides a important competitive edge. Unlike fragmented solutions from competitors, ServiceNow's unified platform leverages 20 years of automation data and existing workflow infrastructure, enabling faster deployment and more effective AI agent operations. This architectural superiority could accelerate enterprise adoption and increase switching costs for customers.
2. Economic Implications: The inclusion of AI capabilities in Pro Plus and Enterprise Plus subscriptions without additional costs represents a strategic move to:
- Drive upgrades from basic tiers to premium subscriptions
- Increase platform stickiness through deeper integration
- Expand the total addressable market in the enterprise AI space
3. Ecosystem Development: The introduction of AI Agent Studio and partnerships with major consulting firms (Accenture, Cognizant, Deloitte) creates a powerful network effect. The platform's ability to support custom AI agent development while maintaining centralized governance addresses a critical enterprise need for balanced innovation and control.
The platform's zero-copy integrations and Workflow Data Fabric capabilities are particularly significant for data-sensitive industries like finance and healthcare, potentially opening new vertical market opportunities. Early adoption by sophisticated clients like Rolls-Royce and EY validates the enterprise-readiness of these innovations.
This release represents a transformative moment for ServiceNow's market positioning and could reshape the
Market Dynamics: With IDC projecting
- First-mover advantage in enterprise-grade agentic AI orchestration
- Leverage of existing customer base for rapid adoption
- Strategic timing ahead of competitor releases
Technical Moat: The platform's unique combination of:
- Billions of workflow executions as training data
- Pre-built integration with enterprise systems
- Centralized governance and security controls
Business Model Evolution: The integration of AI capabilities into existing subscription tiers suggests a strategic shift toward:
- Higher platform utilization and customer retention
- Increased average revenue per customer through expanded use cases
- New revenue streams from the AI agent ecosystem
The March 2025 release timing aligns with enterprise budget cycles, potentially accelerating adoption in the second half of 2025.
Latest breakthrough on the ServiceNow Platform acts as the AI agent control tower, one central location to analyze, manage, and govern AI agents across every corner of a business
Powerful new AI Agent Orchestrator brings order to chaos, ensuring teams of AI agents work in harmony across tasks, systems, and departments
Thousands of pre-built AI agents for every workflow, plus new AI Agent Studio for building fully customized AI agents, drive exponential productivity at scale
With access to billions of pieces of information and fueled by millions of automations, knowledge sources, and tools, ServiceNow AI Agents redefine productivity without limits
(Graphic: Business Wire)
ServiceNow’s powerful new AI Agent Orchestrator ensures teams of specialized AI agents work together across tasks, systems, and departments to achieve a specific goal. In addition, thousands of pre-built agents across IT, customer service, HR, and more, plus the new AI Agent Studio for building fully customized agents, are ready to take action and drive exponential productivity at scale. Unlike others, ServiceNow AI Agents and their capabilities are built directly into the single, trusted ServiceNow Platform, so customers’ existing investments in workflow, automation, and data power agentic AI from day one. With access to billions of pieces of information and fueled by millions of automations, knowledge sources, and tools, ServiceNow AI Agents redefine productivity without limits.
IDC1 projects that
Because ServiceNow built agentic AI directly into its platform, ServiceNow AI Agents have access to billions of pieces of information and millions of automations across customers’ instances. This enables the AI agents to quickly learn the company's knowledge and start using it right away to take effective action. ServiceNow AI Agents understand and adapt to business needs and take autonomous actions to get work done. With its single architecture, single data model, and single platform, ServiceNow’s approach to agentic AI helps drive faster, smarter results across every business process.
“In a future with millions of AI agents acting as your new digital workforce, ServiceNow serves as the AI agent control tower, bringing order to chaos,” said Amit Zavery, president, chief product officer and chief operating officer at ServiceNow. “Agentic AI without unification creates more complexity within an enterprise. The ability of ServiceNow AI Agents to work together on tasks that draw from multiple systems and departments truly stands out. With a single location to orchestrate agents and prevent sprawl, our AI agents collaborate like active participants at work, acting as true extensions of their human counterparts.”
Conducting the AI orchestra
In this new world of agentic AI, the ServiceNow Platform serves as the AI agent control tower—a connection layer across every corner of a business—enabling ServiceNow’s new AI Agent Orchestrator to elevate the way organizations operate, transforming groups of AI agents into a symphony working toward a common goal.
Unlike single function AI agents that complete only simple conversational tasks, the new ServiceNow AI Agent Orchestrator enables inter-agent communication and centralized coordination. This ensures AI agents can efficiently share information and hand off tasks regardless of where the process starts, making them indispensable for managing complex workflows.
For example, onboarding a new customer or triaging a network security incident are regular occurrences for many businesses, but they are not simple processes. Properly onboarding just one new customer requires coordination across multiple departments—from gathering customer information for contracts to addressing requests through support teams. AI Agent Orchestrator helps ensure the specialized AI agents handling each of these tasks work together to achieve the broader goal—getting a new customer up and running smoothly. When a network issue arises, AI Agent Orchestrator manages custom AI agents drawing from sources such as network management software, security information and event management systems, application performance monitoring, and more to work together to stop the problem in its tracks–identifying the issue, creating a resolution plan, and executing it once approved by a human network operator.
"At EY, we are committed to being both a pioneer and practical leader in AI development and deployment, creating frameworks that blend ethical governance, innovation with execution,” said Raj Sharma, EY Global Managing Partner – Growth and Innovation. “AI agents are critical to empower teams with intelligent capabilities working in collaboration between humans and AI. This is why we are working with ServiceNow and our Ecosystems partners to harness the full potential of agentic AI across our AI platforms at enterprise-scale, enabling us to integrate and contextualize data across our entire organization in real time, with the high levels of trust and transparency we need built in.”
New AI agents power the next era of AI
With thousands of AI agents on the ServiceNow Platform, ServiceNow continues to roll out more each day. Plus, with an industry-leading partner ecosystem—including Accenture, Cognizant, and Deloitte—actively building and releasing new AI agents on the ServiceNow Store, ServiceNow supports an unmatched combination of AI agent use cases and capabilities to power the millions of business processes ServiceNow customers complete each year.
Unlike other agents tied to individual clouds or limited data sources, ServiceNow AI Agents have a unique competitive advantage: 20 years of automation data and outcomes from tackling the most complex enterprise workflow challenges. Powered by insights from structured and unstructured sources, customers get productive AI agents from day one. This latest ServiceNow AI Agent launch will deliver thousands more pre-trained AI agents for IT, customer service, HR, and more to take action and automate critical business processes at unprecedented speed.
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Build your own AI agents with AI Agent Studio
The new ServiceNow AI Agent Studio extends the power of agentic AI to every user in the enterprise, allowing organizations to create and deploy custom AI agents that are integrated with enterprise-wide workflows and data through an intuitive no-code language-based interface. Customers simply describe the outcome they want to achieve, the role of the AI agents, and the processes they want to build through natural language prompts—not code—and AI Agent Studio will build a team of AI agents, managed by the AI Agent Orchestrator, that are ready to work immediately driving business efficiency. The platform guides users through creating, testing, and activating AI agents for custom use cases.
AI Agent Studio integrates seamlessly with automation tools already on the ServiceNow Platform such as skills, flows, and processes, giving organizations the flexibility to customize AI agents to meet their specific needs.
“For over 100 years, Rolls-Royce has been synonymous with engineering excellence and innovation, powering, protecting, and connecting the modern world. From the meticulous craftsmanship of our engines to the cutting-edge technology that drives them, we continuously push boundaries to deliver exceptional performance,” said Rachel Cameron, Head of Transformational Programmes at Rolls-Royce. “Rolls-Royce has always been at the forefront of engineering excellence and innovation, continuously finding ways to improve efficiency, resilience, and employee experience. By integrating ServiceNow AI Agents, we are streamlining operations, reducing manual effort, and enabling faster, data-driven decision-making. AI-powered automation is helping us deflect service desk tickets, optimize workflows, and provide intelligent insights—allowing our teams to focus on high-value activities while ensuring our operations remain efficient, secure, and future-ready. "
Workflow Data Fabric fuels AI agents with insights to deliver transformative outcomes
What powers ServiceNow AI Agents to deliver transformative outcomes for customers is its unmatched ability to access enterprise-wide data. Workflow Data Fabric from ServiceNow enables users to seamlessly connect and activate structured and unstructured enterprise data—no matter where it resides. This unification provides intelligence for people and ServiceNow AI Agents to act on real-time, actionable insights, driving smarter workflows that solve real business challenges. Additionally, zero copy integrations with Workflow Data Fabric allow businesses to securely connect to their data sources without moving or duplicating data.
New partnerships announced today with companies like Google Cloud extend Workflow Data Fabric’s capabilities, providing AI agents with an even more comprehensive data foundation they need to identify patterns, derive insights, and perform intelligent workflows, all on the single architecture, single data model, the ServiceNow Platform.
Raising the bar of enterprise-grade agentic AI
Today’s complex business processes require bold innovation grounded in accountability and compliance. ServiceNow is setting a new standard for enterprise AI, delivering solutions that redefine how humans and machines work together.
Available in March, the full suite of intelligent capabilities within ServiceNow AI Agents—including AI Agent Orchestrator and AI Agent Studio—will be included at no additional cost for all Pro Plus and Enterprise Plus customers. The consumption-based model prioritizes customer value and flexibility, extending the value of customers’ existing ServiceNow generative AI packages.
ServiceNow’s recent acquisition of Cuein, an AI native conversation data analysis platform, shows how the ServiceNow AI Agent roadmap continues to advance, and how ServiceNow continues to innovate for its nearly 1,000 signed AI agent customers.
As the only platform that encompasses an entire history of billions of workflow executions, ServiceNow stands apart in agentic AI integrations across the full digital footprint of an enterprise and its ecosystem. Only ServiceNow has the power, simplicity, and enterprise-ready capabilities built for this moment. At every level, ServiceNow AI Agents deliver unmatched capabilities for modern AI-driven business transformation.
Availability
- ServiceNow AI Agent Orchestrator and AI Agent Studio will be available to customers on the ServiceNow Platform in March 2025.
- Plan updates to include ServiceNow AI Agents for all Pro Plus and Enterprise Plus customers will go into effect in March 2025.
Additional Information
- Learn more information about our AI agents in ServiceNow’s latest blog and AI Agent Broadcast.
- Read about additional news from ServiceNow today:
IDC1 FutureScape: Worldwide IT Industry 2025 Predictions, doc #US51736824, October 2024
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
Forward Looking Statements
This press release contains “forward looking statements” about the expectations, beliefs, plans, and intentions relating to its AI agent innovations. Such statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, ServiceNow’s results could differ materially from the results expressed or implied by the forward‑looking statements made. ServiceNow undertakes no obligation, and does not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) delays and unexpected difficulties and expenses in executing the product capabilities and offerings, (ii) changes in the regulatory landscape related to AI and (iii) uncertainty as to whether sales will justify the investments in the product capabilities and offerings. Further information on factors that could affect ServiceNow’s financial and other results is included in the filings ServiceNow makes with the Securities and Exchange Commission from time to time.
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Media Contact
Jacqueline Velasco
408‑561‑1937
press@servicenow.com
Source: ServiceNow
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