ServiceNow, Lenovo ink AI-native workflow automation deal

ServiceNow and Lenovo have inked a multi-year strategic agreement which will see Lenovo combine its real-time device intelligence, digital workplace services and device lifecycle management capabilities into the ServiceNow AI platform.

The solution combines real-time device intelligence through Lenovo’s xIQ Digital Workplace Platform built on ServiceNow; Lenovo device lifecycle management and device-as-a-service capabilities; and Lenovo consulting, implementation, and end-to-end managed services.

It also includes ServiceNow’s AI Control Tower, Workflow Data Fabric, Technology Provider Service Management, workflow orchestration, and enterprise-scale architecture, as well as Lenovo Workplace Service Operations Suite built on ServiceNow, a portfolio of apps that bring together operational visibility, lifecycle workflows, and safeguarded data management.

Lenovo's device intelligence platform analyses data across a global footprint of enterprise endpoints, creating a continuous feedback loop between device performance, service operations, and business workflows.

ServiceNow operationalises that intelligence through AI-driven workflow automation, enabling organizations to orchestrate actions across systems, teams, and services.

Based on Lenovo’s internal testing, the company states this approach enables up to 30% reduction in IT support costs by reducing ticket volumes through predictive issue detection and automated remediation, plus up to 50% faster employee onboarding and time to productivity by eliminating device-related onboarding delays.

It also claims up to 30% improvement in employee experience through consistent, always-on service delivery, plus up to 40% of IT issues resolved proactively before user impact through consistent, always-on service delivery. 

“Most enterprises are not struggling to adopt AI. They are struggling to operationalize it across fragmented environments,” said Rakshit Ghura, vice president and general manager, digital workplace solutions at Lenovo.

“Companies don’t need more AI pilots. They need measurable outcomes. This collaboration with ServiceNow is focused on delivering that, reducing costs, improving productivity, and giving IT leaders real control over their operations.”

"Lenovo's integration of device intelligence with the ServiceNow AI Platform demonstrates how enterprises can operationalize AI across endpoints, workflows, and services at scale," said Michael Park, senior vice president, global partnerships and channels at ServiceNow. 

"By combining real-time endpoint data with a platform that orchestrates any AI model, any data, and any workflow, organizations can move from fragmented operations to consistent, intelligent outcomes across global environments. The partners moving with AI right now are the ones who will define what enterprise services look like for the next decade."