ServiceNow doubles down on AI with new product enhancements

ServiceNow has announced its complete product portfolio will be AI-enabled, with every ServiceNow product now including AI, data connectivity, workflow execution, security, and governance built in.

The company said the move is being made so customers can accelerate their AI ambitions and “help ensure they get the most value from AI by bringing together [the] components needed for enterprise-scale delivery”.

To this end, the company is providing a conversational front door via EmployeeWorks; connected data for cross-enterprise context using Workflow Data Fabric; and visibility and AI governance from its AI Control Tower product.

ServiceNow also unveiled Context Engine, an enterprise context solution that connects relationships, policy, and decision history behind every AI agent decision, and new ServiceNow Build Agent skills that open the platform so that developers can build from any tool they already use and deploy directly to ServiceNow.

In addition, ServiceNow is releasing a new tiered offer model that spans AI assistance, agentic automation, and fully autonomous operations across the entire portfolio.

For midsize companies that need enterprise-grade service management, ServiceNow is introducing Enterprise Service Management (ESM) Foundation. ESM Foundation brings together IT, HR, legal, finance, procurement, and workplace services onto the ServiceNow AI Platform.

"ServiceNow is redefining how companies realise value from AI, with the capabilities required for enterprise scale,” said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow.

“From Context Engine's enterprise intelligence to data connectivity, governance, and execution, everything is included by default, all operating inside the flow of work, and open to the tools developers already use.”

ESM Foundation and the new packaging model are now available for all customers, with Build Agent skills also available to developers. Context Engine is available for preview with select customers, and full availability details will be shared at a later date.