ServiceNow opens Knowledge 2025 with new AI platform

ServiceNow opened its annual customer and partner event, Knowledge 2025, by unveiling the new ServiceNow AI Platform.

Reimagined to put any artificial intelligence (AI), agent or model to work across the enterprise, the new ServiceNow AI Platform unifies intelligence, data and orchestration to enable organizations to move from fragmented pilots to full‑scale AI execution through a smart, conversational AI Engagement Layer.

The platform introduces new innovations along with deeper integrations with strategic partners such as NVIDIA, Microsoft, Google and Oracle to accelerate enterprise‑wide orchestration. Global leaders including Adobe, Aptiv, the NHL, Visa and Wells Fargo are already using ServiceNow AI to drive measurable outcomes.

What’s included in ServiceNow’s new AI platform?

ServiceNow’s AI Engagement Layer enables customers to complete complex tasks across systems by leveraging ServiceNow’s Knowledge Graph, Workflow Data Fabric and AI Agent Fabric – each connecting across enterprise data systems and agentic frameworks.

This milestone kicks off a wave of new innovations across the platform and ecosystem, including expanded partnerships and thousands of ready‑to‑work AI agents, according to a press release.

Alongside the ServiceNow AI Platform, ServiceNow is introducing new capabilities to extend the value of AI across the enterprise. New solutions and partnerships include:

• AI Control Tower: A centralized command center to govern, manage, secure and realize value from any ServiceNow and third‑party AI agent, model and workflow on a unified platform.
• AI Agent Fabric: A communication backbone for enterprise AI ecosystems that allows AI agents to work together across tools, teams, and vendors. AI Agent Fabric enables seamless coordination with partners like Microsoft, NVIDIA, Google, Oracle and more.
• Next‑generation CRM: An enhanced, AI‑powered offering that unifies selling, fulfillment and service on one platform, enabling businesses to move from reactive support to proactive engagement across the entire customer lifecycle.
• Apriel Nemotron 15B: A new reasoning large language model (LLM) and data flywheel integration built by ServiceNow in partnership with NVIDIA to drive scalable, intelligent agentic AI. The new model is designed for performance, cost and scale, enabling high accuracy, lower latency, lower inference costs and faster agentic AI.

Igniting a new era of enterprise transformation

ServiceNow is igniting a new era of enterprise transformation with the ServiceNow AI Platform, said Bill McDermott, chairman and CEO of ServiceNow. “We’re unleashing the full power of AI, across any industry, any agent, any workflow.”

For decades, CEOs have wanted technology to accelerate the speed of business transformation, McDermott added. “With this next generation architecture, we finally have the foundation to run the integrated enterprise in real time. We are the only ones who can orchestrate AI, data and workflows on a single platform. Now is the moment to unlock tomorrow’s opportunities with ServiceNow as the AI operating system of the 21^st century.”

ServiceNow also announced the launch of ServiceNow University, providing organizations a learning experience to not only unleash human potential but fuel business transformation.

Last month, ServiceNow was named a Challenger in the Gartner 2025 Magic Quadrant for Process Mining Platforms report.

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