ServiceNow makes AI standard across entire platform

ServiceNow has made artificial intelligence a standard part of its entire product portfolio, including in Canada.

Every product now includes AI, data connectivity, workflow execution, security and governance, rather than offering them as separate purchases or adding them through integration work. The company also introduced a new Context Engine and expanded developer tools that let software teams build with external coding tools and deploy directly into the ServiceNow platform.

The changes come as large organisations try to manage sprawling software estates made up of hundreds of applications and large volumes of data. ServiceNow aims to reduce that fragmentation by combining data, governance and workflow execution in one system.

Amit Zavery, ServiceNow's president, chief product officer and chief operating officer, said the company is trying to remove the effort many customers face when piecing together AI systems.

“Most organizations spend months assembling the pieces for enterprise AI. By the time they're ready, the goalposts have moved. ServiceNow brings it all together, so customers start with a complete AI-native experience across all products and packages, not a procurement project,” Zavery said.

“ServiceNow is redefining how companies realize value from AI, with the capabilities required for enterprise scale. 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,” he added.

Context Engine

A central part of the update is Context Engine, which ServiceNow described as a way to ground AI decisions in live business information. It draws on relationships, policy rules and decision history so automated actions can reflect internal controls and prior outcomes.

The technology can identify links between assets and regulated processes, apply approval chains to spending thresholds and factor in supplier history when handling requests. It is built on Service Graph, Knowledge Graph and the company's data inventory.

ServiceNow said its platform has visibility across 85 billion workflows and seven trillion transactions. The company argues that this operational data can help AI systems make decisions based on a company's own structure and rules, rather than on language patterns alone.

Developer Access

ServiceNow also outlined new tools for developers. Its software development kit and Build Agent skills are designed to let engineers work in tools they already use, including OpenAI Codex, Claude Code and Cursor, before deploying applications into ServiceNow.

For teams building within the company's own development environment, ServiceNow Studio now includes an embedded Build Agent. According to the company, it can read live data models, table relationships and business rules while applications are being created.

Custom applications and AI agents built this way remain subject to governance controls through AI Control Tower and App Engine Management Centre. Customers will receive 100 free Build Agent calls, while personal developer instances will include 25.

Offer Structure

Alongside the platform changes, ServiceNow introduced a tiered model covering AI assistance, agent-led automation and autonomous operations. It also launched Enterprise Service Management Foundation, aimed at midsize businesses that want to bring functions such as IT, HR, legal, finance, procurement and workplace services onto the same platform.

The package is intended for organisations seeking shorter deployment times. ServiceNow said it can be made live in weeks.

One customer cited by the company was Robinhood, which said embedded AI in ServiceNow has already reduced work for support teams across several internal functions.

“ServiceNow AI deflects 70% of our employee requests before human intervention is needed - across IT, HR, and Legal. We reduced manual effort by 2,200 hours across 1,300 tickets monthly with AI embedded directly into our workflows,” said Jay Hammonds, head of technology operations at Robinhood.

“And with ServiceNow's new AI-driven offerings, we can bring new teams and acquired entities live in weeks, not months. That is real speed-to-value,” he added.

ServiceNow said customers can choose the level of AI features they want while using their preferred model provider, as the platform is designed to work across different AI models. Every customer now starts with an AI package that does not require a separate purchase or additional integration.