Latest news with #ServiceNowEnterpriseAIMaturityIndex
Techday NZ
29-07-2025
- Business
- Techday NZ
ServiceNow launches agentic AI management amid spending decline
ServiceNow has introduced agentic workforce management as part of its AI platform, targeting improved integration of human employees and AI agents in enterprise settings across Asia Pacific. According to new data from ServiceNow's Enterprise AI Maturity Index, investment in AI across digitally advanced Asia Pacific markets has slowed, with declines in AI spending observed in Singapore, Japan, Australia, and India. This reduction is occurring despite growing interest from C-suite executives, with the data suggesting that issues including fragmented deployment, governance, and legacy workflows are hindering broader adoption and impact. AI adoption patterns The ServiceNow Enterprise AI Maturity Index revealed a reduction in AI investment with Singapore seeing a 4% decrease, Japan a 3.3% decrease, Australia 3%, and India 2.1%. These figures indicate a hesitancy in pursuing further spending even as enthusiasm for AI's potential remains high among senior management. The Index pointed to integration challenges as a potential factor affecting these trends. The new agentic workforce management solution allows organisations to manage AI agents in a way similar to human employees. Organisations can now onboard, assign roles, and incorporate AI agents into teams, with ServiceNow stating that this approach is designed to allow people to work side by side with AI for tangible business outcomes. Operational impact ServiceNow reports that early use of its agentic workforce has led to significant operational efficiencies, including automation of 97% of software provisioning requests and a reduction in internal IT service desk volume by 40%. Additional claims include a 50% improvement in customer support case resolution times. The company also notes that IT operations and security teams using its agentic workforce have experienced automation of 85% of routine internal support requests, aiding departmental scalability by more than 40%. "AI isn't just reshaping how we work, it's redefining what it takes to win. This moment requires bold investment in our people and a shared commitment to learn, adapt, and lead in new ways," said Jacqui Canney, Chief People and AI Enablement Officer at ServiceNow. "When we design work with AI and put people at the center, we create momentum that drives real business impact." Workflow integration The agentic workforce concept is based on orchestration of AI agents that collaborate, learn, and accept feedback from human managers. ServiceNow highlights its single-platform approach, which is intended to support agentic AI across the business rather than in isolated, task-specific areas. Through this model, AI agents complete work autonomously while adhering to governance structures defined by human management. Examples provided include AI agents managing IT service tickets, applying security patches, producing reports for human supervisors, and carrying out software installations and upgrades. Customer support was also highlighted, where the agentic workforce reportedly resolves 80% of complex administration and maintenance cases, with a claimed 50% reduction in resolution times within months for ServiceNow customers. "We run ServiceNow on ServiceNow and are proof that organizations don't need thousands of siloed AI agents chasing tasks. Instead, it's about having the right combination of AI agents in the right roles, with the right context, integrated with humans and working across the enterprise to unlock higher‐value work, foster innovation, and drive productivity," said Kellie Romack, Chief Digital Information Officer, ServiceNow. "With strong governance, clearly defined responsibilities, performance tracking, and oversight from human managers, we've created a model for scaling the agentic workforce that delivers exponential value." Governance and oversight ServiceNow has positioned agentic workforce management as an extension of its AI Control Tower, introduced in May, which focuses on oversight and governance of AI agents at enterprise scale. This system is designed to provide human managers with transparency into AI agent operations and performance, including metrics such as customer sentiment and system uptime. Through the AI Control Tower and other orchestration tools, organisations can direct teams of AI agents across different ecosystems to fulfil defined organisational goals, while ensuring compliance and safe use of AI technologies. The intent is to keep governance and ethical standards central to expanded AI deployment across enterprise departments. "Enterprises aren't asking if they'll adopt agentic‐enabled ways of working anymore; they're wrestling with how to frame responsibly," said Amy Loomis, Ph.D., Research Vice President, IDC. "With trust and governance just as critical as productivity, ServiceNow's integrated approach positions it as a leading voice in defining how organizations manage the relationship between workers and AI agents at scale." ServiceNow cited a Gartner survey stating that 97% of CEOs are interested in combining human and machine capabilities to enhance organisational performance, indicating broader executive awareness of AI's role in workforce transformation.
TECHx
10-05-2025
- Business
- TECHx
ServiceNow AI Platform Launches at Knowledge 2025 Event
Home » Tech Value Chain » Global Brands » ServiceNow AI Platform Launches at Knowledge 2025 Event ServiceNow (NYSE: NOW) has officially introduced the ServiceNow AI Platform at its annual Knowledge 2025 event. The platform is designed to support any AI, any agent, and any model helping enterprises scale AI across systems. It brings new innovations and deeper integrations with key technology partners. These include NVIDIA, Microsoft, Google, and Oracle. The goal is to boost enterprise-wide orchestration and deliver measurable outcomes. Businesses today face system silos, scattered data, and unclear AI strategies. At the same time, they must cut costs and increase efficiency. ServiceNow's new platform aims to simplify operations and unlock the value of AI. The company reports that 55% of organizations using agentic AI have improved gross margins. This contrasts with 22% of companies not yet exploring AI. These findings are from the ServiceNow Enterprise AI Maturity Index. With 20+ years of automation expertise, ServiceNow is positioning its AI platform as a way to help organizations move from pilots to full-scale AI deployment. CEO Bill McDermott said the platform enables transformation in real time. He stated that ServiceNow is the only company that can orchestrate AI, data, and workflows on a single platform. The ServiceNow AI Platform features a conversational AI Engagement Layer. This layer lets users carry out complex tasks using integrated tools: Knowledge Graph Workflow Data Fabric AI Agent Fabric These tools allow AI agents to work across data systems and organizational frameworks. ServiceNow also announced several new capabilities at the event. Key features include: AI Control Tower: A unified command center to manage and govern all AI agents, models, and workflows—ServiceNow or third-party. It supports secure, scalable enterprise automation. AI Agent Fabric: A communications layer for AI ecosystems. It connects agents across vendors like Microsoft, NVIDIA, Google, and Oracle. Agents can coordinate, share context, and complete tasks across teams. Another major release is ServiceNow's next-gen CRM. This AI-powered tool merges sales, service, and fulfillment on one platform. It supports the full customer lifecycle, from quote to renewal. Additionally, ServiceNow and NVIDIA co-developed the Apriel Nemotron 15B. This large language model supports fast, cost-effective reasoning. It is optimized for performance, scale, and accuracy. Businesses can deploy agentic AI with lower latency and lower inference costs. ServiceNow is calling the platform a foundation for future-ready enterprises. The platform aims to reduce tech debt, improve productivity, and streamline workflows using real-time AI orchestration. The launch of the ServiceNow AI Platform marks a new phase in the company's strategy to be a core player in enterprise AI adoption.
Channel Post MEA
07-05-2025
- Business
- Channel Post MEA
ServiceNow AI Platform Unveiled At Knowledge 2025
ServiceNow has unveiled the new ServiceNow AI Platform to put any AI, any agent, any model to work across the enterprise in Las Vegas during its annual annual customer and partner event, Knowledge 2025. This next chapter introduces new innovations across the platform, along with deeper integrations with strategic partners like NVIDIA, Microsoft, Google, and Oracle to accelerate enterprise-wide orchestration. Across every industry, leaders are grappling with complexity—siloed systems, inconsistent data, lack of AI strategy, and growing pressure to do more with less. AI innovation helps leaders change how their businesses run, driving resiliency, efficiency, and cost optimization, while eliminating tech debt and unpredictability. However, to be successful, a clear vision and commitment to embracing agentic AI with a future-ready platform is needed. For first movers, AI agents are already delivering results, driving productivity increases across every aspect of business The financial upside is real: 55% of organizations using agentic AI have improved their gross margins, compared to just 22% of those not considering it, according to the ServiceNow Enterprise AI Maturity Index. With more than 20 years of automation experience and tangible outcomes from tackling the most complex enterprise workflow challenges, the ServiceNow AI Platform is a game-changer for companies putting AI to work for 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 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.' 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. The AI 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 kicks off 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 ServiceNow AI Platform, ServiceNow is introducing these powerful new capabilities to extend the value of AI across the enterprise. New solutions and partnerships include: AI Control Tower : A centralized command center to govern, manage, secure, and realize value from any ServiceNow and third-party AI agent, model, and workflow on a unified platform. AI Control Tower enables seamless collaboration, robust oversight, and enterprise-wide automation at scale. A centralized command center to govern, manage, secure, and realize value from any ServiceNow and third-party AI agent, model, and workflow on a unified platform. AI Control Tower enables seamless collaboration, robust oversight, and enterprise-wide automation at scale. AI Agent Fabric : A communication backbone for enterprise AI ecosystems that allows AI agents to work together across tools, teams, and vendors. AI Agent Fabric enables seamless coordination with partners like Microsoft, NVIDIA, Google, Oracle, and more. Whether built by ServiceNow, partners, or internal teams, through AI Agent Fabric, agents and orchestrators share context, coordinate tasks, and drive outcomes across the enterprise ecosystem. A communication backbone for enterprise AI ecosystems that allows AI agents to work together across tools, teams, and vendors. AI Agent Fabric enables seamless coordination with partners like Microsoft, NVIDIA, Google, Oracle, and more. Whether built by ServiceNow, partners, or internal teams, through AI Agent Fabric, agents and orchestrators share context, coordinate tasks, and drive outcomes across the enterprise ecosystem. Next-generation CRM : An enhanced, AI-powered offering that unifies selling, fulfillment, and service on one platform—enabling businesses to move from reactive support to proactive engagement across the entire customer lifecycle. From configure/price/quote to order fulfillment, customer service, and renewal, ServiceNow is transforming CRM for modern business. An enhanced, AI-powered offering that unifies selling, fulfillment, and service on one platform—enabling businesses to move from reactive support to proactive engagement across the entire customer lifecycle. From configure/price/quote to order fulfillment, customer service, and renewal, ServiceNow is transforming CRM for modern business. Apriel Nemotron 15B: A new reasoning LLM and data flywheel integration built by ServiceNow in partnership with NVIDIA to drive scalable, intelligent agentic AI. The new world-class reasoning model is designed for performance, cost, and scale, enabling high accuracy, lower latency, lower inference costs, and faster agentic AI for every business. 0 0
Business Wire
06-05-2025
- Business
- Business Wire
ServiceNow Unveils the New ServiceNow AI Platform to Put Any AI, Any Agent, Any Model to Work Across the Enterprise
LAS VEGAS--(BUSINESS WIRE)-- Knowledge 2025 – Today, ServiceNow (NYSE: NOW) 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 new innovations across the platform, along with deeper integrations with strategic partners like NVIDIA, Microsoft, Google, and Oracle to accelerate enterprise-wide orchestration. Global leaders including Adobe, Aptiv, the NHL, Visa, and Wells Fargo are already using ServiceNow AI to drive measurable outcomes. Across every industry, leaders are grappling with complexity—siloed systems, inconsistent data, lack of AI strategy, and growing pressure to do more with less. AI innovation helps leaders change how their businesses run, driving resiliency, efficiency, and cost optimization, while eliminating tech debt and unpredictability. However, to be successful, a clear vision and commitment to embracing agentic AI with a future-ready platform is needed. For first movers, AI agents are already delivering results, driving productivity increases across every aspect of business. The financial upside is real: 55% of organizations using agentic AI have improved their gross margins, compared to just 22% of those not considering it, according to the ServiceNow Enterprise AI Maturity Index. 1 With more than 20 years of automation experience and tangible outcomes from tackling the most complex enterprise workflow challenges, the ServiceNow AI Platform is a game-changer for companies putting AI to work for 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 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.' The world's most forward-thinking organizations are already putting ServiceNow's agentic AI to work—transforming how they operate, innovate, and deliver. Adobe is driving innovation and growth with ServiceNow Agentic AI to accelerate automation across IT and workplace services. By deploying AI agents for high-volume requests like password resets and certificate management, Adobe is reducing ticket volumes, cutting resolution times, and improving employee productivity, and plans to layer on Workflow Data Fabric and RaptorDB to process their data with even more speed at scale. Aptiv and ServiceNow are driving intelligent automation and operational resilience for mission critical industries. The companies' recently announced partnership combines the strength of the ServiceNow AI Platform with Aptiv's edge intelligence to enhance automation and efficiency. NHL: The NHL is going all in on ServiceNow AI to streamline operations, making it easier for employees to solve issues quickly and helping arena technicians enhance game day experiences, ultimately delighting millions of fans. Wells Fargo launched ServiceNow AI with RaptorDB to automate complex workflows and process data sets in real-time, fueling AI-driven decision-making across the enterprise. Visa plans to implement the ServiceNow Disputes Management, a dispute resolution system built by ServiceNow with Visa, that includes AI agent-based capabilities on the ServiceNow Platform. Following the success of this product launch, Visa plans to use ServiceNow's AI technology to provide its own managed dispute services. 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. The AI 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 kicks off 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 ServiceNow AI Platform, ServiceNow is introducing these powerful new capabilities to extend the value of AI across the enterprise. New solutions and partnerships include: AI Control Tower: A centralized command center to govern, manage, secure, and realize value from any ServiceNow and third-party AI agent, model, and workflow on a unified platform. AI Control Tower enables seamless collaboration, robust oversight, and enterprise-wide automation at scale. AI Agent Fabric: A communication backbone for enterprise AI ecosystems that allows AI agents to work together across tools, teams, and vendors. AI Agent Fabric enables seamless coordination with partners like Microsoft, NVIDIA, Google, Oracle, and more. Whether built by ServiceNow, partners, or internal teams, through AI Agent Fabric, agents and orchestrators share context, coordinate tasks, and drive outcomes across the enterprise ecosystem. Next-generation CRM: An enhanced, AI-powered offering that unifies selling, fulfillment, and service on one platform—enabling businesses to move from reactive support to proactive engagement across the entire customer lifecycle. From configure/price/quote to order fulfillment, customer service, and renewal, ServiceNow is transforming CRM for modern business. Apriel Nemotron 15B: A new reasoning LLM and data flywheel integration built by ServiceNow in partnership with NVIDIA to drive scalable, intelligent agentic AI. The new world-class reasoning model is designed for performance, cost, and scale, enabling high accuracy, lower latency, lower inference costs, and faster agentic AI for every business. Additionally, the launch of ServiceNow University provides organizations an innovative learner experience to not only unleash human potential, but fuel business transformation. Knowledge 2025 runs from May 6 through May 8; ServiceNow will make a series of additional announcements in support of its AI plus data plus workflows strategy. Additional information: Learn more about ServiceNow Knowledge 2025 here. 1 Enterprise AI Maturity Index 2025. ServiceNow and Oxford Economics, May 2025. 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: © 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
