ServiceNow K25: McDermott vaunts agentic AI platform as revolutionary
ServiceNow CEO Invoice McDermott hailed AI as an “absolute requirement” for the survival of humanity on the provider’s Information 2025 buyer and accomplice convention in Las Vegas.
“AI is civilization’s alternative of this century. It’s a gateway to prosperity. It’s the solely $22tn international market alternative between now and 2030. It’s the one alternative to take out $4tn in working bills. This isn’t an incremental change. This intelligence super-cycle is an exponential transformation, and it’s larger than the web.”
ServiceNow is placing the identical emphasis on agentic AI as different massive enterprise software program corporations, reminiscent of Oracle and Salesforce.
It introduced a rise within the embedding of agentic AI in its service platform, that was initially developed for IT service administration, with its Now platform.
The provider stated it was launching new AI brokers throughout ITSM, IT Operations Administration (ITOM), IT Asset Administration (ITAM), Strategic Portfolio Administration (SPM), Operational Expertise (OT) and its Knowledge Basis. It stated it’s projecting a way forward for “zero outages, zero downtime and 0 service desk incidents”.
In a press release, Pablo Stern, govt vice-president and normal supervisor of know-how workflows at ServiceNow, stated: “By combining highly effective AI brokers with our confirmed enterprise workflow capabilities – all on our trusted AI platform – we’re redefining what’s potential. IT turns into really autonomous: in a position to motive, take motion and drive outcomes. That is the brand new commonplace for autonomous IT, tailor-made to your organisation, in your phrases.”
The provider additionally introduced an AI Management Tower, which is “a centralised command centre to manipulate, handle, safe and realise worth from any ServiceNow and third-party AI agent, mannequin and workflow on a single unified platform”.
Talking to Laptop Weekly on the occasion, Nirankush Panchbai, senior vice-president of product for Now platform, stated: “The AI Management Tower will handle workflows with brokers from ServiceNow however from others as properly. It’s primarily a command centre to manipulate and handle your whole AI from technique and worth, doing danger and compliance, securing your AI brokers and managing your AI workforce.
“It’s a chunk of software program, embedding dashboards, workflows and insights embedded in a workspace. It’s constructed on our CMDB [configuration management database], elevated to handle AI property, as with earlier IT techniques. And it isn’t a system of perception – it’s a system of motion, for instance, on the safety operations of an agent.”
Amit Zavery, president, chief product officer and chief working officer at ServiceNow, stated in a press assertion: “As AI brokers proliferate throughout enterprises, coordinating their work turns into as important and complicated as main human workers, and firms want new instruments to direct this new digital workforce.
“With AI Management Tower, companies can oversee AI workforces in the identical manner the human workforce is managed, guaranteeing every agent is aligned, coordinated, optimised and delivering affect at scale. Solely ServiceNow unites highly effective workflows, industry-leading governance and seamless orchestration with agentic AI excellence, enabling prospects to scale AI and drive actual, measurable outcomes.”
The provider cited a gaggle of shoppers in assist of the management tower idea.
Yashodha Bhavnani, vice-president of product administration, AI merchandise at Field, stated: “As AI reshapes each nook of the enterprise, the long run will belong to platforms that flip intelligence into actual motion.
“Along with ServiceNow, we’re reimagining the way forward for data administration as a catalyst for clever, agile enterprises. By embedding Field AI into ServiceNow’s superior agentic workflows, we are able to rework how work will get performed.”
Rao Surapaneni, vice-president of normal administration, enterprise functions platform at Google Cloud stated: “Our collaboration with ServiceNow empowers prospects to unify AI brokers throughout their whole IT estates, dashing up enterprise choices with instruments like ServiceNow’s new AI Management Tower.”
Ulrich Homann, company vice-president at Microsoft, added: “As we enter a brand new period of agentic AI, we stay up for harnessing ServiceNow’s AI Management Tower and AI Agent Material to ship a brand new stage of governance and orchestration for our AI brokers so we are able to higher push the boundaries and scale throughout a number of platforms for our prospects.”
Agent Material is described by ServiceNow as an “AI agent-to-AI agent, AI agent-to-tool, and even agentic system-to-agentic system, utilizing frequent protocols like Mannequin Context Protocol (MCP) and Agent2Agent protocol (A2A). This permits each ServiceNow and third-party AI brokers, instruments and techniques to dynamically alternate data, coordinate duties, and take motion in actual time.”
ServiceNow parks CRM tanks on Benioff’s garden
ServiceNow additionally parked its tanks on Salesforce’s CRM garden on the occasion, billing this initiative because the “subsequent milestone in a groundbreaking CRM designed to disrupt an {industry} lengthy dominated by outdated, overbuilt techniques. ServiceNow is reimagining CRM for the AI period to promote, fulfill and repair on one unified platform to drive distinctive end-to-end experiences”.
The provider introduced “new AI brokers for CRM that may full duties autonomously, scale name facilities and gross sales groups, and make true self-service a actuality. Conventional CRM serves as a system of report ending on the entrance workplace, placing buyer acquisition and retention in danger. ServiceNow CRM is constructed for an AI-first world, offering personalised and proactive experiences throughout the whole buyer lifecycle.”
John Ball, govt vice-president and normal supervisor of CRM and Trade Workflow Merchandise, stated: “Far past rebranded chatbots, we’re enabling our prospects to orchestrate finish‑to‑finish gross sales and repair on a single AI-powered platform.”
As buyer testimony, ServiceNow cited Paolo Juvara, chief digital transformation officer at Pure Storage: “Conventional CRMs can’t sustain with the ever-increasing buyer calls for for highest-quality service. With ServiceNow CRM, we’re placing AI to work to drive buyer loyalty by means of sooner resolutions, decrease case volumes, correct configurations, whereas additionally decreasing prices”.
Tiffany Smith, chief safety officer and head of IT operations at Farm Credit score Mid-America, added: “We now have a powerful imaginative and prescient for a way know-how can higher serve rural communities and agriculture – and ServiceNow helps us carry it to life.
“With ServiceNow’s AI-powered platform, we are able to guarantee our staff members have the instruments and the insights they should resolve points sooner and ship the constant, high quality service our prospects rely on. It’s about extra than simply managing prices and discovering efficiencies – it’s about driving innovation and fulfilling our dedication to place prospects on the coronary heart of the whole lot we do.”