ServiceNow Agentic AI: Leading the Open AI Era in 2025

May 7, 2025, marked the beginning of a new stage in the AI development era. At Knowledge 2025, the annual event for the customers and partners of ServiceNow, Bill McDermott, chairman and CEO of the company, presented a new ServiceNow AI Platform that will change the landscape of AI technology.

We are living in an era where 65% of organizations are already leveraging AI to enhance the autonomy of numerous business processes. AI agents give a fresh breath to this trend, and the agentic ServiceNow AI platform, in particular, is going to change the understanding of automation fundamentally by introducing new resilience and driving constant growth through transformation.

Image credit: ServiceNow

Thanks to ServiceNow, the new era of AI is at our threshold already, so make sure not to let your enterprise miss out on the change.

ServiceNow’s Agentic AI Strategy

At Knowledge 2025, Bill McDermott introduced the ServiceNow strategy that aims to change the business landscape by leveraging the capabilities of agentic AI. Agentic AI brings a new standard in terms of ensuring autonomy of IT-powered business processes. 

The key goal of the ServiceNow strategy is to completely change the current role of AI technology, making it a fully independent agent rather than a supportive function. Adhering to this strategy will enable ServiceNow AI Platform and businesses that leverage its capabilities to set new drivers for consistent growth.

In addition to this, new Operational Technology (OT) and Digital End-User Experience (DEX) were introduced as a part of the ServiceNow agentic AI strategy. The idea behind these new capabilities is to introduce resilience to enterprises by relying on the independent nature of AI agents.

Image credit: ServiceNow

In general, ServiceNow’s agentic AI strategy is based on the following hallmarks:

• Efficient Decision-Making: Issues will be resolved by AI agents independently, which will significantly cut down the time usually spent on reporting and response. This will enable an autonomous workflow with a minimum of human involvement.
• Context-Aware Adaptation: The behavior of AI agents is constantly adapting to new operations thanks to the machine learning capabilities. This gives an enterprise the possibility to contextualize its processes continuously and adjust its strategies in real-time.
• New Era of Automation: ServiceNow pursues an agentic AI strategy that automates business workflows by continuously delivering data‑driven consulting.

ServiceNow AI Platform

The fulfillment of the ServiceNow strategy is carried out through leveraging the capabilities of the ServiceNow AI platform. The platform is driven by relatively new technology of agentic AI, which marks a new era of AI-based solutions development compared to generative AI.

Generative AI was once a huge progress in the realm of information technologies, but now it can only be considered a supportive function to agentic AI. The thing is that the ServiceNow platform is capable of not only generating ideas but also of operating independently based on data-driven modules. With it, you don’t need to monitor performance constantly – you just focus on controlling the outcome.

Agentic AI also adopts the most useful capabilities of machine learning as a concept. Continuous learning and adaptation enable the ServiceNow AI Platform not only to consult and make decisions, but also to fully automate routine tasks and learn how to perform new ones based on previous experience.

Image credit: ServiceNow

In addition to that, the ServiceNow AI Platform makes use of new solutions, like AI Control Tower and AI Agent Fabric. Their key goal is to provide organizations with a centralized oversight system for smooth management and ensure a seamless flow of data across various departments.

How do those solutions work, and what innovations do they bring to the table for your business?

AI Control Tower

What makes the ServiceNow AI Platform stand out from the crowd is that it introduced a unified data architecture, and this is basically how AI Control Tower works. AI Control Tower helps connect and organize all AI projects so they align with the company’s systems and technologies. This ensures not only smooth automation but also enables better risk management through centralized control.

Image credit: ServiceNow

AI Control Tower from the ServiceNow AI platform will help your business thrive by enabling the following capabilities:

• Alignment of AI with the general strategy: Not all AI initiatives bring the maximum possible value to your businesses. However, by centralizing them in the ServiceNow AI Control Tower, you can effectively and conveniently monitor the impact, status, risks, and usage of any solution.
• Streamlining of AI oAI Agent Fabricperations: The optimization of workflows and deployment of AI solutions based on data-driven insights gives you an opportunity to streamline any project.
• Managing AI risk and compliance: AI Control Tower is a sort of governing body for all your AI operations and performances. This helps to ensure complete security and prevent potential compliance violations.

AI Agent Fabric

Image credit: ServiceNow

The digital landscape is increasingly powered by AI, yet many organizations struggle with fragmented AI solutions as they operate in isolation and give your business less value than they potentially could. Enter the AI Agent Fabric, a groundbreaking innovation within the ServiceNow AI Platform designed to dismantle these barriers and unlock the full potential of your AI ecosystem.

The AI Agent Fabric acts as a unifying layer, bringing together diverse AI agents and tools from any platform into a cohesive, collaborative network. In simple language, your existing ServiceNow AI Agents can seamlessly interact and work alongside third-party AI agents and specialized tools from an expanding roster of partners. 

Imagine a world where every AI component, regardless of its origin, can communicate, share information, and contribute to a unified objective. This unprecedented interoperability powers truly effortless, end-to-end automation across your entire enterprise.

Besides, with it, you can enjoy:

1. True collaboration: Current solutions often trap AI agents and their capabilities within proprietary systems, whereas the AI Agent Fabric shatters these barriers, enabling disparate AI agents – whether they’re from ServiceNow, a public cloud provider, or a specialized vendor – to understand, communicate with, and collaborate on complex tasks.
2. No automation caps: Without a unified fabric, organizations often encounter “automation gaps” where a process needs to jump between different AI systems or even revert to manual intervention because the necessary agents cannot interact. 
3. Enhanced control: The AI Agent Fabric centralizes governance within the ServiceNow AI Platform, providing a single pane of glass for monitoring, managing, and securing all integrated AI agents and tools.

Future Outlook, Perspectives, Risks.

The AI landscape is changing constantly. We cannot predict where it goes in the following few years with 100% accuracy, but ServiceNow has a clear vision that it will be migrating towards better automation, centralization and governance, and workflow enhancement.

Certain pitfalls – such as compliance risks and management complexity – are difficult to avoid, but organizations can reduce their impact through continued innovation. Data privacy also presents a concern; however, new protocols and stricter compliance requirements help minimize its potential drawbacks.

Summary 

Knowledge 2025 was undoubtedly a breakthrough event in the realm of AI technology, as it introduced the ServiceNow Agentic AI strategy that will be an industry hallmark for the following decades. Thus, your business cannot afford to miss out on the progress. Explore new capabilities of Agentic AI with the ServiceNow AI platform and make one more step closer toward a new technological reality.

Slava Trotsenko, CEO, Jul 25, 2025

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