ServiceNow, a cloud-based digital workflow platform, has expanded its AI capabilities with the launch of agentic workforce management, an advancement in orchestrating AI agents to collaborate with human teams. This solution allows AI agents to autonomously complete complex tasks while remaining under human oversight, particularly in IT operations, security, software deployment, and customer support. Built on ServiceNow’s unified platform, this approach enables coordinated AI execution across enterprise functions. The system adapts based on feedback and historical data, allowing AI agents to handle tasks such as service ticket resolution and software provisioning. “When we design work with AI and put people at the center, we create momentum that drives real business impact,” said Jacqui Canney, Chief People and AI Enablement Officer.
The implementation has delivered measurable results: 97% of software provisioning requests are now automated, internal IT support request resolution has reached 85%, and customer case resolution times have improved by 50%. The ServiceNow AI Control Tower, introduced in May 2025, allows organizations to monitor agentic workforces and ensure AI use remains compliant and ethical. Kellie Romack, Chief Digital Information Officer, stated, “We run ServiceNow on ServiceNow and are proof that organizations don’t need thousands of siloed AI agents chasing tasks. Instead, it’s about having the right combination of AI agents in the right roles, with the right context, integrated with humans and working across the enterprise to unlock higher‑value work, foster innovation, and drive productivity.”