ServiceNow Expands AI Footprint Across the Enterprise

At its Knowledge customer event this week, ServiceNow unveiled significant updates to its platform aimed at solidifying its position as an “AI control tower for business reinvention.” The company introduced new integrations for its AI Control Tower product with major cloud providers like Microsoft Azure, AWS, and Google Cloud Platform, extending governance capabilities beyond IT infrastructure to include applications such as SAP, Oracle, and Workday.

The expanded Control Tower now discovers non-human identities and connected devices, bringing OT and IoT under the same management framework as AI agents. This aligns with ServiceNow’s Action Fabric initiative, which allows any AI agent—whether built on or outside of the platform—to connect via a Model Context Protocol (MCP) server.

Autonomous Specialists Augment Human Work

ServiceNow announced several new “AI teammates” that work alongside human employees in areas like CRM, IT, employee services, and security. These include:

  • An AIOps agent for detecting anomalies and triggering remediation
  • Specialist agents for site reliability engineering (SRE)
  • Agents for asset lifecycle management and portfolio planning
  • Autonomous security features that span vulnerability scanning to vendor risk assessment

Unified AI Experience with ServiceNow Otto

The company also unveiled ServiceNow Otto, an AI assistant that combines multiple existing tools into a single interface. According to ServiceNow, Otto can:

  • Understand user intent and route tasks appropriately
  • Execute actions across the enterprise without requiring users to know specific systems
  • Adapt to individual roles and locations
  • Provide governance and explainability through AI Control Tower

Otto is now available in EmployeeWorks and the AI Control Tower, with plans for broader rollout throughout ServiceNow’s product portfolio.

“We’ve made it clear that the era of sidecar AI is over,” said Nenshad Bardoliwalla, ServiceNow’s group VP of AI products. The company’s new commercial model bundles everything needed to deploy AI quickly, addressing concerns about fragmented solutions and complexity.