ServiceNow introduced its expanded ServiceNow AI Platform at Knowledge 2026 on May 6, 2026, offering enterprises a unified system to manage autonomous workflows across all business operations. The platform addresses the fragmentation created by hundreds of disconnected enterprise applications, each running separate AI layers without coordinated governance or measurable outcomes.
The company launched ServiceNow Otto, a new enterprise AI experience that unifies conversational AI, autonomous workflows, and enterprise search into a single interface. Otto enables employees and teams to complete work end-to-end across systems, desktops, and applications. The platform operates through four core functions: sense, decide, act, and secure.
Sense: Real-Time Visibility Across Enterprise Systems
ServiceNow’s Data Catalog provides end-to-end visibility across the entire data estate through automated discovery, lineage tracking, and a shared business glossary. The system continuously monitors data and automatically flags quality violations, enforcing security and privacy policies in real time without manual intervention. This ensures data feeding AI workflows meets defined standards consistently.
Decide: Enterprise Context for Grounded AI Decisions
The new data intelligence capabilities, including Context Engine, provide the ServiceNow AI Platform with continuous real-time awareness of enterprise operations. The system tracks who owns what, what connects to what, which policies govern actions, and the operational state of the business at any moment. The platform learns from 100 billion workflows and over 7 trillion transactions running annually, growing smarter with each human and agent decision.
Act: Autonomous Workforce Executing End-to-End Work
The ServiceNow Autonomous Workforce moves beyond isolated AI tasks to executing complete jobs from intake to resolution. New AI specialists handle work across customer relationship management, employee experience, IT operations, and security and risk. At ServiceNow internally, the Autonomous Workforce resolves over 90 percent of employee IT requests. The Level 1 Service Desk AI Specialist resolves assigned cases 99 percent faster than human agents.
The company opened the ServiceNow AI Platform to any AI agent through ServiceNow Action Fabric, allowing customers to drive secure, governed enterprise actions using Claude, Copilot, or homegrown agents via the Model Context Protocol Server.
Secure: AI Control Tower for Governance and Compliance
The expanded AI Control Tower offers end-to-end discovery, observation, governance, and security of enterprise AI systems. The system now includes discovery across 30 plus enterprise integrations, real-time observability into agent behavior, automated risk and compliance controls, identity governance extended to cloud environments and AI models, and financial dashboards for AI spend management.
ServiceNow integrated Armis for asset visibility and Veza for AI-native identity intelligence. Armis provides comprehensive AI-powered cyber risk visibility across connected assets in real time. Veza maps permissions across human, machine, and AI agent identities simultaneously, giving enterprises continuous visibility into access controls for every digital resource.
Financial Targets and Long-Term Growth Strategy
During its Financial Analyst Day on May 4, ServiceNow outlined long-term targets. The company expects to exceed 30 billion dollars in subscription revenues by 2030, with ServiceNow AI representing over 30 percent of annual contract value. CEO Bill McDermott stated the company moves beyond being a platform of platforms to become the AI agent of agents, connecting any model, any cloud, and any data source while maintaining governance and control.
The ServiceNow Autonomous CRM resolves over 100 million customer cases monthly, orchestrates over 16 million orders, and configures more than seven million quotes. These metrics demonstrate practical execution capability across the full customer lifecycle, from sales qualification and quoting to order fulfillment, invoicing disputes, service, and renewals. Companies including Booking.com, Honeywell, PayPal, and Ulta operate at scale on the ServiceNow AI Platform.
