ServiceNow Knowledge 2025 marked a significant evolution in the company’s AI strategy, positioning the Now Platform as an AI-first operating system for enterprise transformation. Key announcements included the launch of AI Agent Studio – a no-code environment to build task-specific AI agents – alongside AI Control Tower, a governance framework for cross-enterprise agent oversight, and Agent Fabric, which enables seamless coordination between ServiceNow and third-party AI agents. These innovations drive the shift from siloed automation to intent-driven orchestration and autonomous operations.

ServiceNow also extended its reach beyond IT with the unveiling of a unified AI-powered CRM that integrates sales, service, and fulfilment processes. In parallel, the company expanded its Core Business Suite to embed AI into HR, procurement, and finance workflows. For enterprises and providers alike, the event underscored emerging opportunities around AI lifecycle services, agent governance, and cross-platform workflow transformation.

Scope

• All industries and geographies
• This report is based on our assessment of ServiceNow’s Knowledge 2025 event

Contents

In this report, we examine:

• Key enterprise issues and objectives related to agentic AI, as well as ServiceNow’s alignment with the objectives
• ServiceNow’s current positioning and its major AI offerings
• ServiceNow’s key product and feature announcements at Knowledge 2025

Membership(s)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management