ServiceNow Launches a Control Tower for centralized management of AI agents

What Is the AI Control Tower?

AI governance is a new step businesses should take to improve their digital ecosystems and facilitate the automation of processes. Thanks to the introduction of top-notch instruments and the advancement of existing technologies, institutions can heavily boost their efficiency without putting too much manual effort and investment. ServiceNow AI Control Tower is one of the solutions that help you fulfill these goals.

Basically, the so-called Control Tower is a part of the ServiceNow AI platform with a unified data architecture. You can take it as a central intelligent hub that aims to host and integrate enterprise AI agents to further utilize them as an efficient instrument for process automation.

How It Fits into the ServiceNow AI Ecosystem

When discussing AI Control Tower, it’s important to consider that this solution is a part of the ServiceNow AI ecosystem. ServiceNow AI Platform is an integrated space for the functioning of AI agents, and Control Tower is a solution that relies on a unified data architecture to contextualize all the AI initiatives that function in unison with important institutions’ technologies and digital tools.

Basically, the Control Tower is a digital hub within the ServiceNow AI Platform that helps to scale AI-controlled processes within a unified ecosystem. It’s also important to add that such an integration of the solution within the ServiceNow AI Platform not only enables ServiceNow process automation but also simplifies risk management and gives your enterprise the possibility to measure AI’s impact in real time.

Key Benefits

ServiceNow ITSM automation and AI through Control Tower not only enables enterprises to return their investment by achieving a 30% higher customer trust rating, but also gives a set of technological advantages over their competitors:
Compliance with any AI: Control Tower doesn’t have any specific requirements regarding the AI ecosystem. Whether you utilize internally built or agentic AI solutions, all of them can be integrated with ServiceNow Control Tower.

Simple AI management: The native intelligence of the ServiceNow AI Platform enables you to manage AI workflows within your enterprise ecosystem safely and efficiently.

Full AI visibility: With Control Tower, you can fully manage all your AI agents and models and monitor their efficiency, no matter if they are native or third-party solutions.

Real-time reporting: Control Tower gives you all the necessary insights in real time with user-friendly dashboards. Thanks to the real-time dynamic, you can evaluate the efficiency of the processes on time and take quick steps to eliminate any issues or boost the workflow productivity.

How It Works

To understand the ServiceNow governance, risk, and compliance (GRC) principles better, explore the key functions of the Control Tower framework, which include the following:

• Alignment of AI with the general strategy: Control Tower is an instrument designed to centralize the AI initiatives within your enterprise in order to understand what value they bring to your institution. This helps to align all the AI agents, models, and solutions with the general business strategy.
• Streamlining of AI operations: Once you are able to analyze real-time data and understand which AI solutions bring real value to your business, you can take the necessary steps to optimize the workflow of your project.
• Managing AI risk and compliance: Efficient risk management is impossible without a wholesome governing body, and this is exactly what AI Control Tower does as an intelligence hub.

Prerequisites & How to start 

1. Request a new AI case.
2. Fill in the required details about the product owner, including the models and data sets, and submit it for the first review.
3. The AI steward will receive a request to review the request and facilitate the next step.
4. The risk and compliance team reviews the compliance postures of models and data sets and assesses whether they correspond with the organization’s requirements.
5. Go to the Value tab to explore the productivity of the integrated AI solutions.

Use Cases

The ServiceNow AI Control Tower has already received widespread acclaim from such technological giants as Box, Cisco, Google Cloud, IBM, Microsoft, and others. As Yashodha Bhavnani, VP of Product Management, AI Products at Box, said, “By embedding Box AI into ServiceNow’s advanced agentic workflows, we can transform how work gets done”. 

Jeetu Patel, EVP and Chief Product Officer at Cisco, also praised the capabilities of ServiceNow Control Tower and acknowledged that its integration within the existing AI security ecosystem is a huge advantage in terms of workflow automation and a digital security management boost.

Summary 

On the whole, ServiceNow AI Control Tower is changing the landscape of AI-driven workflow management.

Don’t waste your time integrating its capabilities within your AI ecosystem and make one more step closer to streamlined workflows.

Kostya Bazanov, Managing Director, Jul 31, 2025