ServiceNow Knowledge 2025 represents the tech juggernaut’s biggest-ever live event.
With 25,000 people watching in Las Vegas and thousands more online, the stage was set.
“So why are we here?” Bill McDermott, CEO of ServiceNow, asked. “Because now is our time.
With AI, the traditional application stack will collapse. The number of apps will shrink while the number of AI agents will grow exponentially.
“These agents will be fed by your databases and orchestrated by the ServiceNow platform, where the real work gets done.”
That journey has already begun, with ServiceNow launching thousands of agents earlier this year, bringing agentic AI to “every corner” of the enterprise.
Its next step is to reframe the ServiceNow Platform, which leads to the first of ten massive announcements from ServiceNow Knowledge 2025.
1. The ServiceNow AI Platform
Knowledge introduced the “next chapter” for ServiceNow. Signaling this, the ServiceNow Platform is now the “ServiceNow AI Platform”.
In making this shift, ServiceNow stresses that its platform is purpose-built for the world of AI agents.
Already, it hosts thousands of “ready-to-work” AI agents that reason, adapt, and automate, paving the way for a more autonomous enterprise.
These AI agents don’t work in silos. Instead, they operate within the ServiceNow platform, enabling simpler orchestration, governance, and scale.
That includes third-party AI agents from ServiceNow’s partners, including NVIDIA, Microsoft, and Google, all working within the confines of ServiceNow’s platform.
At the head of the platform is ServiceNow’s new AI Control Tower…
2. ServiceNow Launches an AI Control Tower
Earlier this year, ServiceNow shared its vision of being a “control tower” from which customers can scout, deploy, and manage enterprise-wide AI agents.
Now, it has made that vision a reality by introducing a tangible AI Control Tower.
The Control Tower offers one dashboard that gives business leaders a view of their enterprise systems, the AI agents running across them, and how they are performing.
That insight helps CIOs, CFOs, and others track adoption across departments, monitor value metrics, and get to grips with agent ROI.
Additionally, this new level of visibility supports governance and enables brands to scale agentic AI while ensuring compliance with internal best practices and external regulations.
3. “The Backbone of the AI Ecosystem”: ServiceNow Releases an AI Agent Fabric
As noted, ServiceNow allows businesses to orchestrate first- and third-party AI agents across the enterprise ecosystem.
The new ServiceNow AI Agent Fabric allows these agents to communicate, collaborate to complete tasks, and even learn from one another.
By enabling this, ServiceNow is standardizing agent-to-agent communication.
Additionally, it’s standardizing agent-to-tool integrations, allowing AI agents to natively interact with various systems.
Referencing these capabilities, ServiceNow described its AI Agent Fabric as “the backbone of the AI ecosystem”, empowering agents to connect the enterprise and distribute knowledge.
4. ServiceNow Unifies Its CRM Solutions on One Platform: ServiceNow CRM
ServiceNow is making a big play for the CRM market, releasing the ServiceNow CRM.
The offering centralizes its CRM apps – ServiceNow Customer Service Management (CSM), Sales and Order Management, and Field Service Management – on one platform.
ServiceNow packages industry extensions to strengthen the platform and improve time to value.
CX Today wrote a deep dive on the ServiceNow CRM launch, highlighting how it comes together as one “system of action” to sell, fulfill, and service.
Since then, ServiceNow has revealed the packaging of its CRM, IT Service Management (ITSM), and Zoom CX in one central offering: Unified Engagement from Zoom CX and ServiceNow.
In doing so, ServiceNow and Zoom pledged to enable an AI-first experience for customer service teams “right out of the box”.
5. ServiceNow Debuts a Core Business Suite to Break Down Business Silos
The ServiceNow Core Business Suite centralizes the systems and data sources used by back-office teams, such as finance, facilities, HR, legal, and procurement.
From there, businesses can map out cross-department processes between those systems.
They can then consider how to streamline and automate more of those processes with AI-powered workflows and help back-office teams work faster and smarter.
As such, ServiceNow automates case management requests – which can extend into supplier systems, too – and eliminates more manual work.
6. ServiceNow Tackles Downtime & Outages with Its Autonomous IT Vision
“Autonomous IT” represents ServiceNow’s vision for the IT department of tomorrow.
Indeed, the tech giant wants to help IT evolve from a reactive support function to a proactive driver of business transformation and growth.
SeviceNow aims to deploy AI agents across the IT ecosystem to support this. These will pre-emptively spot issues so businesses can avoid downtime and outages altogether.
New proactive remediation capabilities inside ServiceNow’s Digital End‑User Experience (DEX) will also help resolve issues before employees report them, lightening the burden on IT.
Meanwhile, the Autonomous IT vision shows IT converging with OT (Operational Technology), enabling end-to-end visibility across enterprise assets.
7. ServiceNow Establishes a Workflow Data Network
In 2024, ServiceNow released Workflow Data Fabric to enable organizations to connect data sources, understand context, and automate actions.
Now, ServiceNow is launching an ecosystem to support this: the ServiceNow Data Network.
The Workflow Data Network empowers organizations to connect AI not only to ServiceNow data but to data that lives in broader systems, making it actionable across the ServiceNow AI Platform.
The network features over 100 partners, including AWS, Databricks, Google, Microsoft, Oracle, SAP, and Snowflake.
8. ServiceNow to Acquire data.world
Away from all the new releases, ServiceNow has agreed to acquire data.world.
data.world is a data catalog and governance platform that connects a business’s data relationships and context in one place.
In doing so, enterprises can see how data flows across the systems, ask questions of their data, and drive more informed decisions.
With this technology, ServiceNow will likely reinforce its Workflow Data Fabric and further its efforts to support organizations in making their data AI-ready.
Lastly, ServiceNow has not disclosed the acquisition cost. Although, at its last funding round – back in 2022 – data.world was valued at $350MN.
9. ServiceNow Pledges to “Redefine” Enterprise Security
ServiceNow has added a series of AI agents to its Security and Risk suite.
The agents run across enterprise systems, isolating vulnerabilities and incidents, alerting cybersecurity teams, and spotlighting relevant insights to inform their response.
If the company has playbooks on responding to specific incidents, ServiceNow’s AI can also run some of those playbooks to accelerate the resolution.
By introducing these capabilities, ServiceNow ushers in a future of “self-defending” business systems that will “redefine” enterprise security.
The news comes after ServiceNow announced a co-innovation partnership with enterprise security stalwart Cisco, with the tech juggernauts combining Cisco AI Defense and ServiceNow SecOps.
10. NVIDIA Joins ServiceNow to Introduce a New Reasoning Model for AI Agents
ServiceNow has developed a new high-performance “Apriel Nemotron15B” reasoning model in partnership with NVIDIA.
The model aims to bolster the performance, cost, and scale of agents operating within the ServiceNow AI Platform.
Jensen Huang, Founder and CEO of NVIDIA, joined ServiceNow on stage to emphasize the release’s significance and the providers’ blossoming partnership.
The reasoning model was created with NVIDIA NeMo, the NVIDIA Llama Nemotron Post-Training Dataset, and ServiceNow domain-specific data. It was also trained on NVIDIA DGX Cloud on AWS.
Additionally, NVIDIA NeMo microservices have helped to accelerate the data processing capability of the ServiceNow Workflow Data Fabric.
As a result, AI agents can handle continuous data streams and process feedback, enabling personalized actions and – most excitingly – self-learning.
11. The ServiceNow University Launches to Support the Changing Job Market
Formerly Now Learning, the new ServiceNow University promises a “playground for learning”.
That playground includes free on-demand courses, certifications, and expert programs, with access to a “thriving” community where people can learn together.
Moreover, ServiceNow promises a gamified, personalized learning experience to help users level up quickly as AI transforms the enterprise.
CX Today will share a detailed analysis of the biggest news stories from ServiceNow Knowledge 2025 next week. Subscribe to the newsletter, and don’t miss out!
