At its Knowledge 2025 event last week, ServiceNow made it clear that it is not simply adding AI to existing workflows, but rethinking how enterprise systems operate. Central to this strategy is the new ServiceNow AI Platform, which sits above traditional systems like ERP, SCM and CRM to unify intelligence, data and orchestration across the business.

The company has gone even further in CRM specifically. Fully integrated with ServiceNow’s Core Business Suite, which covers finance, procurement, HR and customer service, the company’s new AI-powered CRM is not a standalone tool but part of a broader system that connects front- and back-office operations in real time. By linking CRM to critical enterprise systems, the platform is designed to break down silos and reduce friction between customer engagement and operational execution.

Meanwhile, ServiceNow offerings such as Workflow Data Fabric and AI Agent Fabric, along with features like the AI Control Tower and a conversational AI engagement layer, enable AI agents to coordinate work across tools, teams and vendors. With these innovations, ServiceNow is aiming to fundamentally change how work flows across the enterprise, moving from fragmented AI pilot projects to full-scale, orchestrated AI execution. Let’s take a closer look at some of ServiceNow’s recent innovations and the impact they could have on its customers.

(Note: ServiceNow is an advisory client of my firm, Moor Insights & Strategy.)

For years, ServiceNow’s strategy has been to provide cloud-based solutions that connect processes, systems and data across the enterprise. With the introduction of the ServiceNow AI Platform, organizations can now embed AI directly into workflows that cut across institutional silos — deploying and managing AI agents and other tools to make AI practical and accessible across business functions. The platform integrates with technology from partners such as Nvidia, Microsoft, Google and Oracle to ensure compatibility with a broad range of AI ecosystems and use cases.

This flexibility aims to allow real-time orchestration of thousands of AI agents without vendor lock-in. There are countless operational scenarios for how this could play out, but one example would be a manufacturer integrating ServiceNow AI agents with Microsoft Azure-based forecasting models. Without any human intervention, these agents can automatically flag inventory risks, trigger procurement workflows and open supplier service requests in the SCM system. Meanwhile, a customer support team can deploy autonomous agents trained on Salesforce and ServiceNow data to classify support tickets and generate AI-driven resolutions —working across systems without needing to leave the ServiceNow environment. If it works as planned, this approach could have a major impact on the ways that enterprises create and manage cross-functional workflows — and ServiceNow believes that this kind of orchestration can ultimately unlock trillions of dollars’ worth of productivity gains.

As businesses use more and more AI tools and agents, ServiceNow has introduced two products to help them manage all this — the AI Control Tower and the AI Agent Fabric. These tools work together to create a secure and structured approach to using AI throughout the organization.

The AI Control Tower is a centralized command center that enables companies to oversee all AI models, agents and workflows, regardless of whether they originate from ServiceNow or third parties. This visibility helps ensure that AI deployments are secure, compliant and aligned with business objectives. Enterprises can use AI Control Tower to govern how agents work, what data they use and how well they perform. The AI Control Tower should also help prevent AI from spreading out uncontrollably — and, in the bigger picture, give stakeholders confidence in the decisions made using AI.

The AI Agent Fabric enables communication and orchestration among multiple AI agents and models across different vendors and corporate departments. It supports interoperability across ecosystems, allowing agents from ServiceNow to collaborate with agents and systems from partners such as Accenture, Adobe, Cisco, IBM, Microsoft and UKG. Its design supports distributed AI environments, enabling workflows to span CRM, IT, HR, legal and supply chain without silos or duplicated logic.

At the Knowledge 2025 conference, ServiceNow announced two other key updates to strengthen how organizations manage and use data. First, it launched the Workflow Data Network, which builds on the existing Workflow Data Fabric by connecting data from more than 100 partners, including AWS, Microsoft, Oracle and Boomi. It enables real-time, two-way data exchange and lets workflows respond to live business events — helping systems across departments stay in sync without manual coordination.

Second, ServiceNow shared plans to acquire data.world, a cloud-native platform for data cataloging and governance. By adding this to its own platform, ServiceNow will offer stronger tools for tracking data lineage, managing access and ensuring compliance, all of which is especially useful in regulated industries like healthcare, finance and government.

Another example of how this could be used would be a global logistics company that uses Oracle for ERP, AWS for SCM and ServiceNow for IT operations. Using the Workflow Data Fabric and Workflow Data Network, the company could unify shipping and billing data in real time. Suppose an order is delayed due to a supplier issue detected in AWS. In that case, a ServiceNow AI agent could immediately flag the disruption, notify the customer via CRM, trigger a supplier service ticket and alert finance to adjust payment timelines — based on live, federated data and executed without duplicating records.

ServiceNow also introduced its Core Business Suite, an AI-enabled solution that brings key business functions — such as finance, procurement, HR, legal and facilities management — onto one platform. It is designed to help organizations automate back-office processes and improve coordination across teams without needing a complete ERP replacement.

The Core Business Suite, powered by AI agents and real-time data, supports tasks like finance case management, service requests and purchase and expense approvals. It replaces e-mail threads and manual ERP workarounds with AI-driven workflows that automatically create, route and manage cases such as invoice discrepancies or payment delays to the appropriate teams. For instance, if a supplier invoice doesn’t match the purchase order, the system flags the issue, opens a case and uses AI to analyze procurement records, contract terms and payment history to suggest a resolution. Suppliers are kept informed through real-time updates, helping reduce delays and miscommunication.

The solution brings structure, automation and visibility to unstructured finance tasks without needing to replace the ERP system, providing a single place for teams to monitor and act on finance-related work with AI support.

ServiceNow is also expanding its portfolio of industry-specific AI agents and workflow solutions to address the needs of complex vertical industries. These purpose-built capabilities are designed for sectors where process depth, compliance and ecosystem coordination are essential, such as manufacturing, supply chain, banking, telecom and the public sector.

A primary focus is on SCM and manufacturing. ServiceNow’s Manufacturing Commercial Operations product (as I previously wrote about) helps manufacturers automate core sales, service and support workflows, reducing administrative load and improving response times. Meanwhile, the new Channel Operations module manages and automates warranty claims, resolves product defect complaints, service delays and return authorization issues and fosters collaboration between OEMs and their dealer or distributor networks. In tandem, the platform’s Supply Chain Optimization features use real-time data and AI to spot problems, suggest fixes and make logistics smoother. This is especially helpful in fast-paced settings where global delays or mistakes can spread.

ServiceNow also launched Industry AI Agents tailored for banking, telecom and public sector use cases. These agents automate specialized workflows such as dispute resolution in financial services (co-developed with Visa), service management for technology providers and case handling in public sector agencies. The company says that these tools allow organizations to handle high volumes of complex cases while improving resolution time, transparency and regulatory compliance.

ServiceNow’s updates at Knowledge 2025 show a clear push to make AI and data more usable across the enterprise, not just in isolated projects but as an essential part of everyday operations. And by offering tools such as the AI Control Tower, Workflow Data Network and Core Business Suite, ServiceNow is giving organizations a way to modernize without needing to rip out what already works.

The real business impact will be measured in how these tools help teams work smarter, with faster issue resolution, better data visibility and less time spent on manual tasks. That said, challenges remain. Integrating AI across departments isn’t just a technology issue — it requires strong data governance, change management and accountability. And while ServiceNow definitely makes this easier, companies still need to put in the effort to align systems, people and workflows. Although ServiceNow has achieved impressive growth and customer loyalty in recent years, the jury is still out on whether its new offerings will be as disruptive as it claims.

Ultimately, though, the message I take from the new offerings discussed here is simple: if data is the foundation of AI, then making that data usable, governed and connected is the real path to transformation. ServiceNow is moving in that direction — and so should its customers.