Critical ServiceNow Applications and How AI Transformed Them in 2025

The business landscape is going through a drastic transformation right now. More and more businesses are looking for solutions that will help make processes and activities within their enterprises more autonomous and independent. The capabilities of agentic AI are a new breath in the realm of business management, coordination, and automation.

At Knowledge 2025, a new ServiceNow process automation strategy was introduced. Seeing the impact of AI-driven operations and the need for efficient control over some basic activities. As well as security compliance monitoring, ServiceNow workflow automation is shifting to the new IT AI-driven era. Read more in our previous article, “ServiceNow Agentic AI: Leading the Open AI Era in 2025.”

(Photo credit: ServiceNow)

All ServiceNow applications are currently going through the transformation intended to push ServiceNow AI & Automation in apps to a brand-new level. The goal of this transformation is to put AI to work for people and businesses with new streamlined workflows and enhance productivity.

Why AI + ServiceNow Matters in 2025

Accelerating the pace of true digital transformation is currently impossible without integrating the available capabilities of AI with ServiceNow ITSM applications & features. Here are a few points to showcase why this synergy is crucial in 2025:

• Streamlining AI-Powered Service Experience: AI agents introduced to the ServiceNow AI platform not just analyze and generate information, but they also resolve customer issues and reduce task volumes to enhance decision-making. This is how you put AI predictive capabilities to work for your business.
• Driving Cost Savings: Advanced ServiceNow Cloud Automation & AI/ML Enhancements is what can potentially cut down your expenses by 30% from a strategic perspective. In addition to reducing operational costs, AI-powered solutions can be deployed faster and often require fewer customizations, leading to quicker time-to-value.
• Developing Strategic Business Imperative: ServiceNow digital transformation marks a new approach to understanding coordination between your business departments. With tools that work as a central nervous system and intelligence hub, one can seamlessly connect disparate systems and workflows across the entire organization.

Module IT Service Management (ITSM)

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High-quality IT services are important for your business performance. However, as business needs grow, outdated IT tools and systems might not be as efficient as they used to be. This is where ServiceNow ITSM Automation & AI comes to your rescue.

Implementation of the IT Service Management module in your enterprise’s digital ecosystem can help you mitigate the impact of the following issues:

• Poor employee experiences, caused by wasted time and poor communication between IT teams from different departments.
• Increases costs caused by poor productivity and the necessity to maintain outdated systems that don’t meet current needs.
• The inability to monitor the IT service team performance and scale your solutions.

(Screen credit: ServiceNow)

Such a performance of the IT service management module is enabled by the following capabilities:

• AI agents that automate incident triage, write incident summaries, and provide intelligent resolution recommendations, thanks to which your IT service department staff has more time to focus on complex rather than basic tasks. 
• Service Operations Workspace that enables seamless coordination across different departments of the company and faster issue resolution based on AI-powered decisions.
• Incident Management that enables the autonomous assigning of different incidents to specific resolution groups, ensuring rapid restoration of services.
• Knowledge Management that serves as a user-friendly and contextualized knowledge base. It enabling specialists across all departments to navigate more quickly and save valuable time that otherwise would be wasted on responding to common service requests

Module IT Operations Management (ITOM)

The issue with the traditional ITOM capabilities is that they intend to fix the problem once it has already affected the use ServiceNow ITOM module. It introduces a new perspective, that is based on a single ITOM platform, enabling efficient control and management of IT operations both in premises and in cloud.

Also, in addition to performance control and monitoring, the ITOM application offers ServiceNow performance analytics. With this data, your enterprise can spot issues before they affect end-users and take necessary steps to prevent this.

(Screen credit: ServiceNow)

The whole array of the ITOM module from ServiceNow includes the following tools and features:

• Agentic workflows
• Discovery
• Service Mapping
• Certificate Management
• Firewall Audits and Reporting
• Service Graph Connectors
• Configuration Management Database (CMDB)
• Agent Client Collector
• Event Management 
• Metric Intelligence
• Health Log Analytics
• Cloud Accelerate
• Service Observability
• Synthetic monitoring
• AIOps Learning Enhanced Playbook Automation

Application Customer Service Management (CSM)

Agentic AI has all the capabilities to revolutionize Customer Service Management. One of the cornerstones of the ServiceNow digital transformation is the introduction of the new-generation CRM system. That utilizes these capabilities to accelerate sales, improve self-service, and drive efficiency in the customer service management ecosystem.

The innovative nature of the ServiceNow CRM system lies in the fact that it was built on the principle of unified data. Thanks to this approach, CRM enables connectivity between any customer management system and department within the digital ecosystem of your enterprise.

Needless to say, the capabilities of Agentic AI also make this CRM system a fresh breath to the perception of customer behavior management. You can scale these activities with such features as Field Service, Lead-to-Cash, and Order Fulfillment, and be able to predict the intents of your customers, enabling the optimized workflow.

Future Outlook: AI Agents are the Key to Unlocking New Business Value

AI Agents are already changing the digital landscape in the world of business. ServiceNow is eager to harness and push these changes in order to provide its clients with performance optimization and workflow enhancement tools. That will rely on connectivity, seamless data exchange, robust control and monitoring, streamlined performance, top-notch productivity, and constant synergy.

Summary

Complete synergy of your whole business ecosystem is much closer than you might think. Thanks to transformed ServiceNow ITSM Automation & AI, cutting-edge IT operations management, and streamlined CSM. Your business can drastically cut down expenses and join the elite league of those who cause changes. But do not simply wait to be overwhelmed by them. Implementation of new intelligence hubs, data layers, and fabric-based approaches will enable your enterprise to forget about data coordination issues and informed decision-making challenges.

Don’t miss your opportunity to join this ServiceNow digital transformation and increase the value of your enterprise. With the help of AI-transformed ServiceNow applications.

FAQ

What is a ServiceNow module?

ServiceNow applications are the building blocks for tailoring the platform to specific business needs, offering specialized functionalities within the larger ServiceNow ecosystem

How does agentic AI enable business value transformation?

AI agents do not simply generate ideas and exchange data. They are capable of informed decision-making and constant real-time monitoring. Which allows them to indicate weak spots and enables smooth synergy across diverse departments.

What is Next-Gen CRM by ServiceNow?

ServiceNow CRM is an advanced customer relationship management system that is closely integrated with the ServiceNow AI platform. Its features in order to ensure streamlined optimization of customer service activities using the capabilities of agentic AI.

Kostya Bazanov, Managing Director, Aug 14, 2025

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