ServiceNow AI Agents
What is ServiceNow AI Agents?
ServiceNow AI Agents is an enterprise AI platform for teams that want AI to complete cross-system work with governance. It combines AI Agent Studio, AI Agent Orchestrator, and AI Agent Fabric with ServiceNow Otto for chat, voice, mobile, and web handoffs. The platform connects to 450+ systems, including SAP and Salesforce, and is used by Adobe, Kraft Heinz, Mondelez, Dish, and Visa.
Last verifiedHow we evaluate
At a glance
- ServiceNow AI Agents is best for enterprise teams that want AI to complete cross-system work with governance.
- Yes — AI agents can use APIs to reach hard-to-access third-party apps, and AI Agent Fabric uses A2A and MCP for agent/tool communication.
What does ServiceNow AI Agents do?
ServiceNow AI Agents handle work by turning intent into autonomous action across ServiceNow workflows and connected systems. The platform uses AI Agent Studio to build agents in natural language, AI Agent Orchestrator to coordinate multi-agent work, and AI Agent Fabric to connect third-party AI agents and tools. ServiceNow Otto adds a chat, voice, mobile, and web experience so users can hand off tasks without stitching together separate tools. Behind the scenes, the AI Platform senses context, decides the right action, acts across systems, and secures each step. ServiceNow says the platform draws on 450+ systems, including SAP and Salesforce, and grounds decisions in OpenAI, Anthropic, or other models. It also sits on more than twenty years of enterprise workflows and deterministic workflows. ServiceNow cites outcomes such as 90 percent of IT support requests handled autonomously, 85 percent of IT support agents freed up, and 99 percent faster than human agents. Adobe, Kraft Heinz, Mondelez, Dish, and Visa are named customers.
Why use ServiceNow AI Agents?
- It combines agents, data, workflows, and security on one platform, so teams avoid stitching together separate AI tools.
- AI Agent Fabric lets organizations connect third-party agents and tools from a central control layer instead of managing them in silos.
- The platform grounds AI in enterprise context across 450+ systems, which helps keep actions aligned with business rules.
- Autonomous Workforce specialists are designed to do jobs, not just tasks, so teams can add capacity when demand spikes.
- ServiceNow says its AI support workflows already handle 90 percent of requests autonomously, showing the operating model at scale.
Who is ServiceNow AI Agents for?
- IT service teams who want to automate triage, routing, and resolution across systems.
- Customer service leaders who need AI to handle requests and escalate with context.
- HR operations teams who want assistants that complete employee workflows end to end.
- Security and risk teams who need governed automation across sensitive processes.
- Platform teams who want to build and orchestrate agents on an enterprise AI foundation.
What are ServiceNow AI Agents's key features?
AI Agents
Build AI agents that use APIs and AI Agent Fabric with A2A and MCP to reach third-party apps and automate work across systems.
ServiceNow AI Control Tower
Manage AI agents from one control layer with ServiceNow AI Control Tower, so teams can govern behavior and coordinate agent activity across the platform.
IT Service Management
Automate IT support workflows with IT Service Management, where ServiceNow says 90 percent of support requests are handled autonomously and agents are freed for higher-value work.
IT Operations Management
Use IT Operations Management to detect and route operational work faster, backed by ServiceNow's more than twenty years of deterministic workflows and operational intelligence.
Customer Service Management
Handle customer cases with Customer Service Management and connect work across ServiceNow AI Platform, SAP, Salesforce, OpenAI, and Anthropic integrations.
Governance, Risk, and Compliance
Track controls and compliance work in Governance, Risk, and Compliance, using ServiceNow AI Control Tower and Workflow Data Fabric to keep records tied to business context.
Security Operations
Coordinate incident, vulnerability, and threat workflows in Security Operations, with Security Incident Response, Vulnerability Response, and Threat Intelligence Security Center capabilities.
AI Platform
Run enterprise AI apps on ServiceNow AI Platform, which supports more than 100,000 enterprise AI apps in production and connects to 450+ third-party applications.
What does ServiceNow AI Agents integrate with?
- ServiceNow AI Control Tower
- ServiceNow Otto
- Workflow Data Fabric
- Google Chrome
- ServiceNow AI Platform
- SAP
- Salesforce
- OpenAI
- Anthropic
What are ServiceNow AI Agents's use cases?
IT triage and routing
IT service teams use ServiceNow AI Agents to triage incoming requests, route them to the right resolver, and push routine fixes through IT Service Management. With Intelligent self-assignment and escalation, they reduce manual handoffs and keep common incidents moving without waiting on a dispatcher.
Customer escalations with context
Customer service leaders use ServiceNow AI Agents to handle requests end to end in Customer Service Management, then escalate only when needed with full context. AI Agents and ServiceNow AI Control Tower help keep responses governed while shortening time to resolution for high-volume queues.
Governed security workflows
Security and risk teams use ServiceNow AI Agents to automate sensitive processes across Governance, Risk, and Compliance and Security Operations. They rely on Responsible AI and AI Control Tower to keep actions governed, so investigations, approvals, and remediation stay auditable.
Enterprise agents on one platform
Platform teams use ServiceNow AI Agents on the AI Platform to build and orchestrate agents across systems. With AI Agent Studio and AI Agent Orchestrator, they can connect workflows, tools, and data so teams launch reusable agents instead of one-off automations.
How does ServiceNow AI Agents work?
- Define the AI agent's role, goals, and success criteria in AI Agent Studio, then assign the right tools and roles so it can act safely from the start.
- Connect the workflows and systems the agent needs through AI Platform and APIs, including third-party apps, so it can pull context and complete tasks across environments.
- Set governance in ServiceNow AI Control Tower and Responsible AI, then review permissions, escalation paths, and guardrails before the agent touches sensitive work.
- Launch the agent into AI Agent Orchestrator, where it can sense, decide, and act across IT Service Management, Customer Service Management, or Security Operations.
- Monitor performance in AI Control Tower and refine workflows over time, using continuous learning to improve routing, resolution speed, and autonomous completion rates.
Frequently asked questions
What is ServiceNow AI Agents?
ServiceNow AI Agents is an enterprise AI platform for teams that want AI to complete cross-system work with governance. It combines AI Agent Studio, AI Agent Orchestrator, and AI Agent Fabric with ServiceNow Otto for chat, voice, mobile, and web handoffs. The platform connects to 450+ systems, including SAP and Salesforce, and is used by Adobe, Kraft Heinz, Mondelez, Dish, and Visa.
What is ServiceNow AI Agents used for? Who is it for?
ServiceNow AI Agents is used for AI Agents, ServiceNow AI Control Tower, and IT Service Management. It's built for IT service teams, Customer service leaders, and HR operations teams.
Does ServiceNow AI Agents have an API and what does it integrate with?
AI agents can use APIs to reach hard-to-access third-party apps, and AI Agent Fabric uses A2A and MCP for agent/tool communication. It integrates with ServiceNow AI Control Tower, ServiceNow Otto, Workflow Data Fabric, Google Chrome, ServiceNow AI Platform, and 4 more.
Explore other Workflow Automation
