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How ServiceNow AI Agents Are Reshaping Business Operations

5 min read

It’s clear that artificial intelligence (AI) is rapidly transforming how organisations operate, make decisions and deliver value. Across industries, AI is being integrated into core business processes, not just to automate repetitive tasks, but to enable smarter, faster, and more adaptive operations. Leading companies are quickly moving along the continuum of traditional scripted workflow to predictive intelligence, conversational chat and agentic process orchestration. Others are struggling to keep up with the pace of change. This shift marks a move away from traditional workflows toward intelligent systems that collaborate with employees, enhance productivity and support strategic goals.

Within this rapidly evolving landscape, ServiceNow has emerged as a key accelerator of enterprise AI adoption. Its platform integrates agentic AI into everyday workflows spanning IT, security and risk, customer service, human resources, finance and supply chain through a single inter-operable data platform that is optimised for AI, analytics and faster workflow performance. This allows organisations to embed intelligent agents that act autonomously, make decisions, and execute tasks across departments. These capabilities are actively reshaping how businesses manage incidents, ensure compliance, engage employees and serve customers. By uniquely combining leading operational workflows with leading governance & risk management capabilities, ServiceNow serves as the control tower for resilient, AI-first enterprises.

Accelerating the AI Journey with ServiceNow

Most organisations need a wide range of AI capabilities that cater to various needs. Many are advancing AI self-service models through conversational chat interfaces that are indeed helping people improve their individual throughput for daily activities. Overall process optimisation and orchestration, however, remains a more challenging goal with teams responsible for AI transformation being inundated by more demands than they can fulfill.

While there is no single solution, ServiceNow resolves a big piece of the puzzle. First, with its historic success as the central IT nervous system, its data model serves as the knowledge graph connecting infrastructure, operations and people. Its leading governance and risk management capabilities provide the ability to set AI strategy, manage demand and identify risks and controls on the front end of AI exploration. On the back end, its native role in IT operations management makes it a natural destination for monitoring AI performance and tracking adoption and value.

And in the middle. . . ServiceNow is an industry leader in providing hundreds of out-of-the-box agents to get organisations started. These agents are embedded within the platform’s purpose-built workflows, enabling companies to leverage AI in multiple areas:

  • IT workflows: ServiceNow’s AI-driven IT workflows help monitor incident records for SLA risks, analyse grouped incidents for root causes and manage CMDB health metrics. These workflows enhance incident management, problem resolution and IT asset management.
  • Security and GRC workflows: AI agents assist with business continuity plans, crisis response, issue classification and remediation plan generation, streamlining security response through incident summaries and provide additional monitoring around security metrics.
  • HR workflows: AI agents automate tasks such as generating proof of employment letters, notifying employees of HR events and handling FAQs, reducing the workload on HR teams and improving overall efficiency.
  • Customer workflows: ServiceNow’s AI capabilities automate case creation, extract support information from emails and verify customer information. These agents provide troubleshooting support and enhance customer service experiences.
  • Finance and supply chain workflows: AI agents automate tasks such as extracting contract metadata, managing invoicing queries and streamlining supplier onboarding. These capabilities improve procurement processes and financial management.

Recognising that companies often leverage multiple enterprise platforms to support the above process areas, ServiceNow’s AI Agent Fabric supports Agent2Agent protocol to orchestrate processes across platforms while reducing the risk of broken integrations and human swivel chair practices. For companies pursuing a hybrid model strategy, it interfaces with platform-native and leading AI providers, aligning leading AI models to company preferences, all of which can be effectively governed on the ServiceNow AI Platform.

Undoubtedly, every organisation will have a multi-faceted AI strategy potentially involving multiple LLMs, chat interfaces, data stores, analytics engines, cloud infrastructure and enterprise platforms. Further, there is good progress being made on the adoption of AI self-service. Still, as companies seek to modernise their enterprise architecture through a combination of strategies including application rationalisation and process optimisation, it makes sense to govern, deploy, orchestrate and monitor AI through a central control tower. With its leading governance capabilities, operational workflow and enterprise knowledge graph, ServiceNow is a great place to get started.

How to get started

Protiviti plays a key role in guiding organisations through this transformation. From initial strategy development to hands-on experimentation, our AI Studio provides a collaborative environment where clients can explore possibilities and validate use cases. From there, we help evaluate enterprise architecture, data, processes, methods, policies and controls to deploy solutions that enable you to responsibly leverage AI. This partnership ensures that AI adoption is not only technically feasible but also aligned with long-term business objectives and operating models.

We work with a variety of technology partners to deliver AI to our clients. While there is no one-size-fits-all solution, ServiceNow provides a continuum of AI capabilities that help optimise processes and gain value throughout the AI journey.

Learn more about The Capabilities and Complexities of AI Agents, Vol. 3 of our AI Pulse Survey, here.

To learn more about our ServiceNow consulting services, contact us.

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