Agentic AI
Now Assist & Virtual Agents
Now Assist and agentic AI bring GenAI directly into ServiceNow workflows, helping agents and employees move faster without leaving the platform they already work in.
High-value use cases
- Now Assist for ITSM, ITOM, and CSM
- GenAI case and incident summarization
- Agent copilots for triage and resolution
- Conversational bots for self-service and requests
- Knowledge generation from ticket history
Key considerations
Model governance, data access controls, response quality, and change management for teams adopting AI-assisted workflows.
Low-Code & Integration
App Engine Development
Custom workflow apps built on App Engine Studio for the processes that don't fit standard ServiceNow modules, without leaving platform governance behind.
High-value use cases
- Purpose-built workflow apps
- Citizen development enablement
- Custom approval and request workflows
- Legacy process modernization on the Now Platform
Key considerations
App governance, reuse standards, licensing, and keeping custom builds upgrade-safe as the platform evolves.
Low-Code & Integration
Integrations & Architecture
Connecting ServiceNow to the enterprise systems, data sources, and APIs it needs to be a true system of action, not an isolated workflow tool.
High-value use cases
- Integration Hub spokes and custom connectors
- ERP, HRIS, and ITAM system integrations
- Event and data synchronization
- API-first architecture patterns
Key considerations
Data consistency, security boundaries, integration performance, and long-term maintainability across connected systems.
Operations & Governance
Managed Services & Platform CoE
Ongoing platform support, release management, and a Center of Excellence model that keeps ServiceNow healthy, secure, and ready to scale.
High-value use cases
- Release and upgrade management
- Platform health monitoring
- CoE setup and operating model
- Continuous improvement roadmapping
Key considerations
Ownership models, prioritization discipline, and balancing platform stability with the pace of new capability adoption.
Core Platform
ITSM & ITOM
The operational core enterprises depend on — incident, problem, change, and event management, built on accurate configuration data.
High-value use cases
- Incident and problem management
- Change and release management
- CMDB and configuration management
- Event management and monitoring integration
Key considerations
Data quality in the CMDB, process discipline, and integration with existing monitoring and ITOM tooling.
Core Platform
CSM, HRSD & EmployeeWorks
Extending ServiceNow beyond IT into customer and employee experience — including EmployeeWorks and Moveworks-powered capabilities that bring AI directly into everyday employee support.
High-value use cases
- Customer Service Management case handling
- HR Service Delivery and employee lifecycle workflows
- EmployeeWorks and Moveworks-powered employee self-service
- Unified employee and customer experience portals
Key considerations
Cross-department ownership, consistent case management standards, and change adoption across both customer- and employee-facing teams.
Our point of view.
AI on ServiceNow works best when it's built on strong operational foundations, not bolted onto them.
Start with AI-native designBuild agentic workflows and Now Assist experiences into the platform from day one, not as an add-on.
Keep the operational core strongITSM, ITOM, CSM, HRSD, and EmployeeWorks foundations need to be solid for AI to be trusted.
Architect for scaleIntegrations, governance, and a CoE model make sure ServiceNow keeps working as adoption grows.
