Latest news with #AIControlTower
Forbes
16-05-2025
- Business
- Forbes
Why Data Has Never Mattered More For ServiceNow's AI-Driven Strategy
At Knowledge 2025, ServiceNow launched its AI platform, built to use any AI, agent or model across ... More the enterprise — driven by unified, real-time data. At its Knowledge 2025 event last week, ServiceNow made it clear that it is not simply adding AI to existing workflows, but rethinking how enterprise systems operate. Central to this strategy is the new ServiceNow AI Platform, which sits above traditional systems like ERP, SCM and CRM to unify intelligence, data and orchestration across the business. The company has gone even further in CRM specifically. Fully integrated with ServiceNow's Core Business Suite, which covers finance, procurement, HR and customer service, the company's new AI-powered CRM is not a standalone tool but part of a broader system that connects front- and back-office operations in real time. By linking CRM to critical enterprise systems, the platform is designed to break down silos and reduce friction between customer engagement and operational execution. Meanwhile, ServiceNow offerings such as Workflow Data Fabric and AI Agent Fabric, along with features like the AI Control Tower and a conversational AI engagement layer, enable AI agents to coordinate work across tools, teams and vendors. With these innovations, ServiceNow is aiming to fundamentally change how work flows across the enterprise, moving from fragmented AI pilot projects to full-scale, orchestrated AI execution. Let's take a closer look at some of ServiceNow's recent innovations and the impact they could have on its customers. (Note: ServiceNow is an advisory client of my firm, Moor Insights & Strategy.) For years, ServiceNow's strategy has been to provide cloud-based solutions that connect processes, systems and data across the enterprise. With the introduction of the ServiceNow AI Platform, organizations can now embed AI directly into workflows that cut across institutional silos — deploying and managing AI agents and other tools to make AI practical and accessible across business functions. The platform integrates with technology from partners such as Nvidia, Microsoft, Google and Oracle to ensure compatibility with a broad range of AI ecosystems and use cases. This flexibility aims to allow real-time orchestration of thousands of AI agents without vendor lock-in. There are countless operational scenarios for how this could play out, but one example would be a manufacturer integrating ServiceNow AI agents with Microsoft Azure-based forecasting models. Without any human intervention, these agents can automatically flag inventory risks, trigger procurement workflows and open supplier service requests in the SCM system. Meanwhile, a customer support team can deploy autonomous agents trained on Salesforce and ServiceNow data to classify support tickets and generate AI-driven resolutions —working across systems without needing to leave the ServiceNow environment. If it works as planned, this approach could have a major impact on the ways that enterprises create and manage cross-functional workflows — and ServiceNow believes that this kind of orchestration can ultimately unlock trillions of dollars' worth of productivity gains. As businesses use more and more AI tools and agents, ServiceNow has introduced two products to help them manage all this — the AI Control Tower and the AI Agent Fabric. These tools work together to create a secure and structured approach to using AI throughout the organization. The AI Control Tower is a centralized command center that enables companies to oversee all AI models, agents and workflows, regardless of whether they originate from ServiceNow or third parties. This visibility helps ensure that AI deployments are secure, compliant and aligned with business objectives. Enterprises can use AI Control Tower to govern how agents work, what data they use and how well they perform. The AI Control Tower should also help prevent AI from spreading out uncontrollably — and, in the bigger picture, give stakeholders confidence in the decisions made using AI. The AI Agent Fabric enables communication and orchestration among multiple AI agents and models across different vendors and corporate departments. It supports interoperability across ecosystems, allowing agents from ServiceNow to collaborate with agents and systems from partners such as Accenture, Adobe, Cisco, IBM, Microsoft and UKG. Its design supports distributed AI environments, enabling workflows to span CRM, IT, HR, legal and supply chain without silos or duplicated logic. At the Knowledge 2025 conference, ServiceNow announced two other key updates to strengthen how organizations manage and use data. First, it launched the Workflow Data Network, which builds on the existing Workflow Data Fabric by connecting data from more than 100 partners, including AWS, Microsoft, Oracle and Boomi. It enables real-time, two-way data exchange and lets workflows respond to live business events — helping systems across departments stay in sync without manual coordination. Second, ServiceNow shared plans to acquire a cloud-native platform for data cataloging and governance. By adding this to its own platform, ServiceNow will offer stronger tools for tracking data lineage, managing access and ensuring compliance, all of which is especially useful in regulated industries like healthcare, finance and government. Another example of how this could be used would be a global logistics company that uses Oracle for ERP, AWS for SCM and ServiceNow for IT operations. Using the Workflow Data Fabric and Workflow Data Network, the company could unify shipping and billing data in real time. Suppose an order is delayed due to a supplier issue detected in AWS. In that case, a ServiceNow AI agent could immediately flag the disruption, notify the customer via CRM, trigger a supplier service ticket and alert finance to adjust payment timelines — based on live, federated data and executed without duplicating records. ServiceNow also introduced its Core Business Suite, an AI-enabled solution that brings key business functions — such as finance, procurement, HR, legal and facilities management — onto one platform. It is designed to help organizations automate back-office processes and improve coordination across teams without needing a complete ERP replacement. The Core Business Suite, powered by AI agents and real-time data, supports tasks like finance case management, service requests and purchase and expense approvals. It replaces e-mail threads and manual ERP workarounds with AI-driven workflows that automatically create, route and manage cases such as invoice discrepancies or payment delays to the appropriate teams. For instance, if a supplier invoice doesn't match the purchase order, the system flags the issue, opens a case and uses AI to analyze procurement records, contract terms and payment history to suggest a resolution. Suppliers are kept informed through real-time updates, helping reduce delays and miscommunication. The solution brings structure, automation and visibility to unstructured finance tasks without needing to replace the ERP system, providing a single place for teams to monitor and act on finance-related work with AI support. ServiceNow is also expanding its portfolio of industry-specific AI agents and workflow solutions to address the needs of complex vertical industries. These purpose-built capabilities are designed for sectors where process depth, compliance and ecosystem coordination are essential, such as manufacturing, supply chain, banking, telecom and the public sector. A primary focus is on SCM and manufacturing. ServiceNow's Manufacturing Commercial Operations product (as I previously wrote about) helps manufacturers automate core sales, service and support workflows, reducing administrative load and improving response times. Meanwhile, the new Channel Operations module manages and automates warranty claims, resolves product defect complaints, service delays and return authorization issues and fosters collaboration between OEMs and their dealer or distributor networks. In tandem, the platform's Supply Chain Optimization features use real-time data and AI to spot problems, suggest fixes and make logistics smoother. This is especially helpful in fast-paced settings where global delays or mistakes can spread. ServiceNow also launched Industry AI Agents tailored for banking, telecom and public sector use cases. These agents automate specialized workflows such as dispute resolution in financial services (co-developed with Visa), service management for technology providers and case handling in public sector agencies. The company says that these tools allow organizations to handle high volumes of complex cases while improving resolution time, transparency and regulatory compliance. ServiceNow's updates at Knowledge 2025 show a clear push to make AI and data more usable across the enterprise, not just in isolated projects but as an essential part of everyday operations. And by offering tools such as the AI Control Tower, Workflow Data Network and Core Business Suite, ServiceNow is giving organizations a way to modernize without needing to rip out what already works. The real business impact will be measured in how these tools help teams work smarter, with faster issue resolution, better data visibility and less time spent on manual tasks. That said, challenges remain. Integrating AI across departments isn't just a technology issue — it requires strong data governance, change management and accountability. And while ServiceNow definitely makes this easier, companies still need to put in the effort to align systems, people and workflows. Although ServiceNow has achieved impressive growth and customer loyalty in recent years, the jury is still out on whether its new offerings will be as disruptive as it claims. Ultimately, though, the message I take from the new offerings discussed here is simple: if data is the foundation of AI, then making that data usable, governed and connected is the real path to transformation. ServiceNow is moving in that direction — and so should its customers.
TECHx
14-05-2025
- Business
- TECHx
ServiceNow Debuts AI Control Tower for Enterprises
Home » Tech Value Chain » Global Brands » ServiceNow Debuts AI Control Tower for Enterprises ServiceNow (NYSE: NOW), the AI platform for business transformation, has announced the launch of its new AI Control Tower. The centralized solution is designed to govern, manage, secure, and derive value from ServiceNow and third-party AI agents, models, and workflows, all from a single unified platform. The company stated that AI Control Tower helps businesses optimize their AI investments and ensures seamless, responsible integration into enterprise strategies. Alongside this launch, ServiceNow also revealed AI Agent Fabric, a new system that enables advanced communication and collaboration between AI agents and models. This move, according to the company, marks a significant step forward in orchestrating agentic AI across the enterprise. The company confirmed that partners including Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom will be among the first to offer integrations with AI Agent Fabric. These integrations are intended to support seamless enterprise workflows across third-party agents. Citing Gartner® research, ServiceNow noted that by 2028, enterprises using AI governance platforms could achieve 30% higher customer trust and 25% better regulatory compliance scores than competitors. ServiceNow said its AI Control Tower provides AI management at scale, allowing customers to track all AI agents, understand their roles, assign human oversight, and maintain security. Amit Zavery, President, Chief Product Officer, and COO at ServiceNow, commented that as AI agents continue to expand across organizations, coordinating their activities becomes critical. He emphasized that AI Control Tower helps businesses manage AI workforces similar to human teams—aligned, coordinated, and optimized to deliver measurable impact. The company outlined several core capabilities of AI Control Tower: Centralized visibility of all AI agents, models, and workflows, whether native or third-party. Built-in compliance tools to manage risk, privacy, and security across the AI lifecycle. Real-time dashboards for reporting performance and measuring outcomes like productivity and revenue. ServiceNow added that AI Control Tower supports lifecycle management for AI operations, from ideation and deployment to optimization, while helping enforce governance policies. Ritu Jyoti, Group VP and GM for AI and Data Market Research at IDC, stated that with AI solutions expected to generate $22.3 trillion in cumulative global impact by 2030, organizations will need tools to manage their growing AI assets. She said that centralized governance platforms will drive trust and performance. Meanwhile, the newly introduced AI Agent Fabric enables native collaboration across AI systems. ServiceNow explained that it supports communication between agents and tools using protocols such as Model Context Protocol (MCP) and Agent2Agent (A2A), allowing real-time coordination of tasks. Through AI Agent Fabric, thousands of ServiceNow AI agents can now work alongside third-party systems, dynamically sharing context and driving outcomes. This capability is further expanded by domain-specific agents created in ServiceNow AI Agent Studio and additional integrations from ecosystem partners. These integrations will be available via the ServiceNow Marketplace. ServiceNow also mentioned that AI Agent Fabric complements its Workflow Data Fabric, which connects and analyzes structured and unstructured data across systems. Together, these solutions aim to unify data, workflows, and AI, supporting large-scale enterprise transformation.
Channel Post MEA
14-05-2025
- Business
- Channel Post MEA
ServiceNow Launches AI Control Tower
ServiceNow has launched the new AI Control Tower, a centralized command center to govern, manage, secure, and realize value from any ServiceNow and third‑party AI agent, model, and workflow on a single unified platform. AI Control Tower optimizes AI investments and ensures seamless, responsible integration into customers' enterprise strategies. In addition to AI Control Tower, ServiceNow also introduced AI Agent Fabric, a solution that delivers new levels of agent‑to‑agent and multi‑model communication and collaboration. ServiceNow partners, including Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom are among those to be offering the first AI Agent Fabric integrations for seamless, wall to wall enterprise workflows across third‑party agents. According to Gartner, 'By 2028, enterprises using AI governance platforms will achieve 30% higher customer trust ratings and 25% better regulatory compliance scores than their competitors,'[1] signaling an increased benefit to AI orchestration at the enterprise level. ServiceNow AI Control Tower is AI management at unprecedented scale – allowing customers to see all their AI agents in action, understand what they're working on, govern and track their impact, mitigate risk, keep them secure, and assign human managers to oversee their work. With the addition of AI Agent Fabric, organizations can seamlessly connect AI agents, orchestrators, and enterprise applications – built by ServiceNow or third‑parties. 'As AI agents proliferate across enterprises, coordinating their work becomes as critical and complex as leading human employees, and companies need new tools to direct this new digital workforce,' said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow. 'With AI Control Tower, businesses can oversee AI workforces in the same way the human workforce is managed, ensuring each agent is aligned, coordinated, optimized, and delivering impact at scale. Only ServiceNow unites powerful workflows, industry‑leading governance, and seamless orchestration with agentic AI excellence, enabling customers to scale AI and drive real, measurable outcomes.' AI Control Tower maximizes ROI on AI investments Embedded across all workflows in the ServiceNow AI Platform, and building on the recently announced AI Agent Orchestrator, the AI Control Tower centralizes strategy, governance, performance, and management across the entire AI ecosystem while driving enterprise‑grade compliance and accountability. With the AI Control Tower customers achieve: Enterprise‑wide AI visibility: Monitor and manage every AI agent, model, and workflow—native or third‑party—in one place, applying consistent policies across the enterprise. Monitor and manage every AI agent, model, and workflow—native or third‑party—in one place, applying consistent policies across the enterprise. Embedded compliance and AI governance: Proactively manage risk, including security and privacy, and monitor compliance across the AI lifecycle with comprehensive, integrated governance, risk, and compliance (GRC) capabilities. Proactively manage risk, including security and privacy, and monitor compliance across the AI lifecycle with comprehensive, integrated governance, risk, and compliance (GRC) capabilities. End‑to‑end lifecycle management of agentic operations: From ideation to deployment to optimization, AI Control Tower enables contextual decision‑making and helps enforce guardrails across the enterprise. From ideation to deployment to optimization, AI Control Tower enables contextual decision‑making and helps enforce guardrails across the enterprise. Real‑time reporting : Dynamic dashboards provide operational insight and validate AI performance against key business outcomes like productivity and revenue impact so AI agents can then take action on it. : Dynamic dashboards provide operational insight and validate AI performance against key business outcomes like productivity and revenue impact so AI agents can then take action on it. Improved alignment between AI and business strategy: AI Control Tower helps customers better match their AI initiatives with overall enterprise business and tech goals, making sure they deliver real value. 'With AI solutions and services expected to generate a global cumulative impact of $22.3 trillion by 2030, the volume of AI assets organizations must manage will be unprecedented,' said Ritu Jyoti, group vice president/general manager for Worldwide AI and Data Market Research and Advisory Services at IDC. 'The organizations that will see the greatest return on their AI investments will be those that utilize a centralized solution to govern, manage, and track their evolving agentic AI landscape, fostering trust and reinforcing the reliability and dependability of AI systems.' Expanding orchestration with AI Agent Fabric ServiceNow also debuted AI Agent Fabric, which acts as the communication backbone for entire AI ecosystems — enabling native collaboration between agentic systems. Unlike traditional AI solutions, AI Agent Fabric supports AI agent‑to‑AI agent, AI agent‑to‑tool, or even agentic system‑to‑agentic system, all using common protocols like Model Context Protocol (MCP) and Agent2Agent protocol (A2A). This allows both ServiceNow and third‑party AI agents, tools, and systems to dynamically exchange information, coordinate tasks, and take action in real time. With AI Agent Fabric, ServiceNow's thousands of AI agents can work side‑by‑side with third‑party agents to share context, coordinate actions, and drive outcomes, operating as part of a coordinated, intelligent system. Together with customers' own domain‑specific agents created through ServiceNow AI Agent Studio, plus current and future AI Agent Fabric integrations from Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom, organizations can unlock new levels of collaboration and enable AI systems to work together for AI‑powered workflow optimization across a broad range of platforms and services. These new integrations expand on the ServiceNow Marketplace, where ServiceNow's industry‑leading partner ecosystem can contribute to the thousands of AI agents already available from ServiceNow by building their own on the ServiceNow AI Platform. AI Agent Fabric complements the recently announced ServiceNow Workflow Data Fabric, a breakthrough integrated data layer that allows customers to connect, understand, and act on structured, semi‑structured, unstructured, and streaming data across the enterprise, inside and outside of ServiceNow. By offering both Workflow Data Fabric and AI Agent Fabric, ServiceNow further completes its vision of bringing AI, data, and workflows together for customers to help them supercharge their entire business with intelligently orchestrated agentic AI. The ServiceNow AI Control Tower is now generally available. AI Agent Fabric is now available to early adopters and will be generally available in Q3 2025. 0 0
Time of India
08-05-2025
- Business
- Time of India
ServiceNow, Nvidia expand partnership, launch new AI agent
By Vilas Tokale Las Vegas: ServiceNow and Nvidia have announced an expansion of their partnership with the launch of a new class of intelligent AI agents across the enterprise, called Apriel Nemotron 15B. The announcement was made by ServiceNow Chairman and CEO Bill McDermott and Nvidia founder and CEO Jensen Huang at ServiceNow's 'Knowledge 2025' annual conference in Las Vegas. Around 5,000 partners and customers attended the three-day event, which began on May 6. ServiceNow is a leading AI platform for business transformation, while Nvidia is the leading provider of graphics processing units, which have powered the AI boom and lifted the company's market cap to almost USD 3 trillion. McDermott and Huang announced the debut of a new high-performance ServiceNow reasoning model, Apriel Nemotron 15B. Apriel Nemotron 15B, developed in partnership with Nvidia , evaluates relationships, applies rules, and weighs goals to reach conclusions or make decisions. It is expected to be available in Q2 2025. ServiceNow and Nvidia also unveiled a new collaboration on a joint data flywheel architecture that will integrate ServiceNow Workflow Data Fabric and select Nvidia NeMo microservices. ServiceNow also launched the AI Control Tower , a centralised command centre to govern, manage, secure, and realize value from any ServiceNow and third-party AI agent, model, and workflow on a single unified platform. The AI Control Tower optimises AI investments and ensures seamless, responsible integration into customers' enterprise strategies. ServiceNow partners, including Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom are among those to be offering the first AI Agent Fabric integrations for seamless, wall to wall enterprise workflows across third-party agents, a company statement said. ServiceNow opened its annual customer and partner event by unveiling the new ServiceNow AI Platform to put any AI agent, or model to work across the enterprise. This move incorporates deeper integrations with strategic partners like Nvidia , Microsoft, Google, and Oracle to accelerate enterprise-wide orchestration, the statement said. Global leaders, including Adobe, Aptiv, the NHL, Visa, and Wells Fargo are already using ServiceNow AI to drive measurable outcomes. "We are unleashing the full power of AI across any industry, any agent, any workflow," said McDermott. "For decades, CEOs have wanted technology to accelerate the speed of business transformation. With this next generation architecture, we finally have the foundation to run the integrated enterprise in real time," he said. "We are the only ones who can orchestrate AI, data, and workflows on a single platform. Now is the moment to unlock tomorrow's opportunities with ServiceNow as the AI operating system of the 21st century," he added. At the conference, ServiceNow launched AI agents to power the rise of self-defending enterprises. The new agents, available within ServiceNow's industry-leading Security and Risk solutions, are designed to improve consistency, identify insights, and reduce response times. ServiceNow also unveiled new Workflow Data Fabric capabilities, including a data ecosystem built to power AI agents and workflows with real-time intelligence. The new Workflow Data Network is a broad ecosystem of data platforms, applications, and enterprise tools that enhance Workflow Data Fabric and connect, understand, and take action from any data source, all on the ServiceNow AI Platform. The company also introduced its new Core Business Suite-an AI-powered solution that quickly transforms core business processes such as HR, procurement, finance, facilities, and legal. At the conference, ServiceNow and Amazon Web Services (AWS) announced a new solution designed to help customers unify and act on enterprise data more efficiently through new, bi-directional data integration and automated workflow orchestration.
Economic Times
08-05-2025
- Business
- Economic Times
ServiceNow, Nvidia expand partnership, launch new AI agent
Agencies Nvidia CEO Jensen Huang ServiceNow and Nvidia have announced an expansion of their partnership with the launch of a new class of intelligent AI agents across the enterprise, called Apriel Nemotron 15B. The announcement was made by ServiceNow Chairman and CEO Bill McDermott and NVIDIA founder and CEO Jensen Huang at ServiceNow's 'Knowledge 2025' annual conference in Las Vegas. Around 5,000 partners and customers attended the three-day event, which began on May 6. ServiceNow is a leading AI platform for business transformation, while NVIDIA is the leading provider of graphics processing units, which have powered the AI boom and lifted the company's market cap to almost USD 3 trillion. McDermott and Huang announced the debut of a new high-performance ServiceNow reasoning model, Apriel Nemotron 15B. Apriel Nemotron 15B, developed in partnership with NVIDIA, evaluates relationships, applies rules, and weighs goals to reach conclusions or make decisions. It is expected to be available in Q2 2025. ServiceNow and NVIDIA also unveiled a new collaboration on a joint data flywheel architecture that will integrate ServiceNow Workflow Data Fabric and select NVIDIA NeMo microservices. ServiceNow also launched the AI Control Tower, a centralised command centre to govern, manage, secure, and realize value from any ServiceNow and third-party AI agent, model, and workflow on a single unified platform. The AI Control Tower optimises AI investments and ensures seamless, responsible integration into customers' enterprise strategies. ServiceNow partners, including Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom are among those to be offering the first AI Agent Fabric integrations for seamless, wall to wall enterprise workflows across third-party agents, a company statement said. ServiceNow opened its annual customer and partner event by unveiling the new ServiceNow AI Platform to put any AI agent, or model to work across the enterprise. This move incorporates deeper integrations with strategic partners like NVIDIA, Microsoft, Google, and Oracle to accelerate enterprise-wide orchestration, the statement said. Global leaders, including Adobe, Aptiv, the NHL, Visa, and Wells Fargo are already using ServiceNow AI to drive measurable outcomes. "We are unleashing the full power of AI across any industry, any agent, any workflow," said McDermott. "For decades, CEOs have wanted technology to accelerate the speed of business transformation. With this next generation architecture, we finally have the foundation to run the integrated enterprise in real time," he said. "We are the only ones who can orchestrate AI, data, and workflows on a single platform. Now is the moment to unlock tomorrow's opportunities with ServiceNow as the AI operating system of the 21st century," he added. At the conference, ServiceNow launched AI agents to power the rise of self-defending enterprises. The new agents, available within ServiceNow's industry-leading Security and Risk solutions, are designed to improve consistency, identify insights, and reduce response times. ServiceNow also unveiled new Workflow Data Fabric capabilities, including a data ecosystem built to power AI agents and workflows with real-time intelligence. The new Workflow Data Network is a broad ecosystem of data platforms, applications, and enterprise tools that enhance Workflow Data Fabric and connect, understand, and take action from any data source, all on the ServiceNow AI Platform. The company also introduced its new Core Business Suite-an AI-powered solution that quickly transforms core business processes such as HR, procurement, finance, facilities, and legal. At the conference, ServiceNow and Amazon Web Services (AWS) announced a new solution designed to help customers unify and act on enterprise data more efficiently through new, bi-directional data integration and automated workflow orchestration.
