ServiceNow Unveils AI Platform to Transform Enterprise Operations

ByAdmin

PublishedMay 8, 2025

ServiceNow opened its blockbuster annual customer and partner event, Knowledge 2025, by unveiling the new ServiceNow AI Platform to put any AI, any agent, any model to work across the enterprise. This next chapter introduces fresh innovations across the platform, along with deeper integrations with strategic partners such as NVIDIA, Microsoft, Google, and Oracle to accelerate enterprise-wide orchestration.

Across every sector, leaders are grappling with complexity — siloed systems, inconsistent data, a lack of AI strategy, and growing pressure to achieve more with less. AI innovation is helping leaders reshape the way their organisations operate, driving resilience, efficiency, and cost optimisation, while eliminating technical debt and unpredictability. However, to succeed, a clear vision and commitment to embracing agentic AI with a future-ready platform is essential.

For early adopters, AI agents are already delivering results, driving productivity gains across every aspect of business. The financial advantage is tangible: 55% of organisations using agentic AI have improved their gross margins, compared to just 22% of those yet to consider it, according to the ServiceNow Enterprise AI Maturity Index¹. With over 20 years of automation experience and proven outcomes from addressing the most complex enterprise workflow challenges, the ServiceNow AI Platform is a game-changer for businesses looking to harness AI for their people.

“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,” said Bill McDermott, Chairman and CEO of ServiceNow. “For decades, CEOs have sought technology to accelerate business transformation. With this next-generation architecture, we now have the foundation to run the integrated enterprise in real time. We are the only organisation able to 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.”

The reimagined ServiceNow AI Platform unifies intelligence, data, and orchestration — empowering enterprises to move from fragmented pilots to full-scale AI execution through a smart, conversational AI Engagement Layer. This Engagement Layer enables customers to complete complex tasks across systems by leveraging ServiceNow’s Knowledge Graph, Workflow Data Fabric, and AI Agent Fabric — each connecting seamlessly across enterprise data systems and agentic frameworks. This milestone ushers in a wave of new innovations across the platform and ecosystem, including expanded partnerships, thousands of ready-to-work AI agents, and the debut of the ServiceNow AI Control Tower. Alongside the AI Platform, ServiceNow is introducing powerful new capabilities to extend AI’s value across the enterprise. New solutions and partnerships include:

AI Control Tower: A centralised command centre to govern, manage, secure, and realise value from any ServiceNow or third-party AI agent, model, and workflow on a unified platform. The AI Control Tower enables seamless collaboration, robust oversight, and enterprise-wide automation at scale.
AI Agent Fabric: A communications backbone for enterprise AI ecosystems that allows AI agents to work together across tools, teams, and vendors. The AI Agent Fabric enables seamless coordination with partners such as Microsoft, NVIDIA, Google, Oracle, and others. Whether built by ServiceNow, partners, or internal teams, agents and orchestrators can share context, coordinate tasks, and deliver outcomes across the enterprise ecosystem.
Next-generation CRM: An enhanced, AI-powered solution that unifies selling, fulfilment, and service on one platform — enabling businesses to shift from reactive support to proactive engagement across the entire customer lifecycle. From configure/price/quote to order fulfilment, customer service, and renewal, ServiceNow is transforming CRM for modern business.
Apriel Nemotron 15B: A new reasoning LLM and data flywheel integration developed by ServiceNow in partnership with NVIDIA to power scalable, intelligent agentic AI. This world-class reasoning model is engineered for performance, cost efficiency, and scale, delivering high accuracy, reduced latency, lower inference costs, and faster agentic AI for every organisation.