ServiceNow adds AI agents to its platform to proactively manage IT processes and resolve issues before they occur.
ServiceNow expands its platform with autonomous IT capabilities. The focus is on AI agents that alert managers to critical tasks that are about to derail. This allows organizations to intervene faster and prevent problems rather than reacting to them. The AI agents operate within a controlled environment and support IT service management, IT operations, asset management, and data processing, among others.
In the digital workplace, ServiceNow integrates these agents into the Digital End-User Experience (DEX). These new features proactively solve problems, often before employees report them. This reduces pressure on IT support and minimizes downtime. Employees can now also autonomously solve problems through specific channels, while the platform continues to learn based on real-time context.
From Digital Workplace to Industrial Processes
ServiceNow also applies this approach to bridge the gap between IT and operational technology (OT). Through features such as ‘OT Health’ and a connection with ‘Mission Secure’, organizations gain better visibility into both digital and physical infrastructure. This helps to avoid disruptions in sectors such as manufacturing and energy.
The new features build on ServiceNow’s existing workflow expertise. With central tools like AI Control Tower and Workflow Data Fabric, the platform streamlines processes across departments. This makes it possible to break down silos, make decisions faster, and roll out automation broadly.
According to Tim Porreca, Chief Technology Officer at USI Insurance Services, autonomous IT helps their employees gain faster access to the right information. This allows them to focus on their core tasks, while the IT team concentrates on larger projects and internal growth opportunities.
All announced features are available from today.