ServiceNow launch AI Control Tower to optimise AI investments and deliver seamless and responsible integration

Tahawul Tech

06-05-2025

Knowledge 25: ServiceNow have launched their AI Control Tower, a centralised command centre designed to govern, manage, secure and realise value from any AI agent, model and workflow.
The announcement was made during their annual customer partner event, Knowledge 25, which kicked off at The Venetian Hotel in Las Vegas earlier this morning.
The AI Control Tower optimizes AI investments and ensures seamless, responsible integration into customers' enterprise strategies.
In addition to AI Control Tower, ServiceNow also introduced AI Agent Fabric, a solution that delivers new levels of agent to-agent and multi-model communication and collaboration.
ServiceNow partners, including Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom are among those to be offering the first AI Agent Fabric integrations for seamless, wall to wall enterprise workflows across third-party agents.
According to Gartner®, 'By 2028, enterprises using AI governance platforms will achieve 30% higher customer trust ratings and 25% better regulatory compliance scores than their competitors,' signalling an increased benefit to AI orchestration at the enterprise level.
ServiceNow AI Control Tower is AI management at unprecedented scale – allowing customers to see all their AI agents in action, understand what they're working on, govern and track their impact, mitigate risk, keep them secure, and assign human managers to oversee their work.
With the addition of AI Agent Fabric, organizations can seamlessly connect AI agents, orchestrators, and enterprise applications – built by ServiceNow or third-parties.
'As AI agents proliferate across enterprises, coordinating their work becomes as critical and complex as leading human employees, and companies need new tools to direct this new digital workforce,' said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow.
'With AI Control Tower, businesses can oversee AI workforces in the same way the human workforce is managed, ensuring each agent is aligned, coordinated, optimized, and delivering impact at scale. Only ServiceNow unites powerful workflows, industry-leading governance, and seamless orchestration with agentic AI excellence, enabling customers to scale AI and drive real, measurable outcomes.'
Embedded across all workflows in the ServiceNow AI Platform, and building on the recently announced AI Agent Orchestrator, the AI Control Tower centralizes strategy, governance, performance, and management across the entire AI ecosystem while driving enterprise-grade compliance and accountability.
With the AI Control Tower customers achieve:
Enterprise-wide AI visibility: Monitor and manage every AI agent, model, and workflow— native or third-party—in one place, applying consistent policies across the enterprise.
Embedded compliance and AI governance: Proactively manage risk, including security and privacy, and monitor compliance across the AI lifecycle with comprehensive, integrated governance, risk, and compliance (GRC) capabilities.
End-to-end lifecycle management of agentic operations: From ideation to deployment to optimization, AI Control Tower enables contextual decision-making and helps enforce guardrails across the enterprise.
Real-time reporting: Dynamic dashboards provide operational insight and validate AI performance against key business outcomes like productivity and revenue impact so AI agents can then take action on it.
Improved alignment between AI and business strategy: AI Control Tower helps customers better match their AI initiatives with overall enterprise business and tech goals, making sure they deliver real value.
With AI solutions and services expected to generate a global cumulative impact of $22.3 trillion by 2030, the volume of AI assets organizations must manage will be unprecedented,' said Ritu Jyoti, group vice president/general manager for Worldwide AI and Data Market Research and Advisory Services at IDC.
'The organizations that will see the greatest return on their AI investments will be those that utilize a centralized solution to govern, manage, and track their evolving agentic AI landscape, fostering trust and reinforcing the reliability and dependability of AI systems.'
Expanding orchestration with AI Agent Fabric
ServiceNow also debuted AI Agent Fabric, which acts as the communication backbone for entire AI ecosystems — enabling native collaboration between agentic systems. Unlike traditional AI solutions, AI Agent Fabric supports AI agent-to-AI agent, AI agent-to-tool, or even agentic system-to-agentic system, all using common protocols like Model Context Protocol (MCP) and Agent2Agent protocol (A2A).
This allows both ServiceNow and third-party AI agents, tools, and systems to dynamically exchange information, coordinate tasks, and take action in
real time.
With AI Agent Fabric, ServiceNow's thousands of AI agents can work side-by-side with third-party agents to share context, coordinate actions, and drive outcomes, operating as part of a coordinated, intelligent system.
Together with customers' own domain-specific agents created through ServiceNow AI Agent Studio, plus current and future AI Agent Fabric integrations from Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom, organizations can unlock new levels of collaboration and enable AI systems to work together for AI-powered workflow optimization across a broad range of platforms and services.
These new integrations expand on the ServiceNow Marketplace, where ServiceNow's industry leading partner ecosystem can contribute to the thousands of AI agents already available from ServiceNow by building their own on the ServiceNow AI Platform.
AI Agent Fabric complements the recently announced ServiceNow Workflow Data Fabric, a breakthrough integrated data layer that allows customers to connect, understand, and act on structured, semi-structured, unstructured, and streaming data across the enterprise, inside and outside of ServiceNow.
By offering both Workflow Data Fabric and AI Agent Fabric, ServiceNow further completes its vision of bringing AI, data, and workflows together for customers to help them supercharge their entire business with intelligently orchestrated agentic AI.