ServiceNow outlines its vision for the next phase of enterprise AI, unveiling new platform capabilities aimed at connecting data, workflows and autonomous agents to deliver secure, scalable AI-driven business operations.
At ServiceNow’s annual customer and partner event, Knowledge 2026, ServiceNow, a AI control tower for business reinvention, gave enterprises a way out of AI chaos, turning AI ambition into AI execution across every workflow, system and department. The updates span AI Control Tower, Autonomous Workforce, data intelligence and security capabilities, giving enterprises a single platform that delivers the entire AI value chain, from data to decision to execution and trust.
ServiceNow also introduced ServiceNow Otto, its new enterprise AI experience. ServiceNow Otto unifies conversational AI, autonomous workflows and enterprise search into a single experience that completes work end to end, across every system, desktop and workflow, bringing the platform’s capabilities directly to employees and teams.
Enterprises have invested billions in AI capabilities, yet the vast majority cannot connect that investment to measurable business outcomes. The average enterprise runs hundreds of applications, each with its own AI layer bolted on. Agents are deployed without governance and intelligence is disconnected from execution. These announcements showcase an AI platform that senses across all enterprise data, devices and identities in real time, decides the right action with full enterprise context, acts autonomously through AI specialists and workflows and secures every step with governance that holds up under audit.
“Knowledge 2026 is where the world comes to witness the next frontier of innovation: the Autonomous Platform where AI thinks and workflows act,” said Bill McDermott, Chairman and CEO of ServiceNow. “This is the moment ServiceNow moves beyond the platform of platforms to become the AI agent of agents – connecting any model, any cloud and any data source. We’ve built the only platform that can sense across the enterprise, decide the right action, act across any workflow or application and secure every step. We are the rules and rails of business.”
ServiceNow hosted its annual Financial Analyst Day on 4 May, where McDermott and President and CFO Gina Mastantuono, joined by product and go-to-market leaders, outlined how the company’s AI-native platform and Autonomous Workforce are driving its long-term financial trajectory. By 2030, ServiceNow is targeting US$30 billion-plus in subscription revenues, with ServiceNow AI expected to represent over 30% of the company’s annual contract value (ACV). The product announcements below reflect the platform capabilities at the centre of that long-range vision.
Sense: visibility and context across every data source, device and identity
ServiceNow is addressing problems created by dozens of disconnected systems, catalogued inconsistently and designed for humans, not agents, by connecting data discovery, governance and autonomous action without ever leaving the platform. Real-time visibility across every AI system, agent, identity and connected asset from leaders such as Amazon Web Services (AWS), Anthropic, Google Cloud, Microsoft Azure and other model providers ensures customers have a foundation to deploy enterprise-ready AI agents in a controlled way.
ServiceNow’s Data Catalog gives organisations end-to-end visibility across the entire data estate through automated discovery, lineage tracking and a shared business glossary. The result is a single, governed review of the entire data estate, wherever that data lives. Then, the data estate is continuously monitored and automatically flags quality violations, enforcing security and privacy policies in real time, so the data feeding AI workflows always meets defined standards without manual intervention.
Decide: enterprise decisions, grounded in context
Every AI decision is only as good as the context behind it. Enterprise AI fails when the model doesn’t know enough about the business it’s supposed to help run.
ServiceNow’s new data intelligence capabilities, including Context Engine, give the ServiceNow AI Platform a continuous, real-time view of the enterprise: who owns what, what’s connected to what, which policies govern which actions and what the actual operational state of the business is at any given moment.
These capabilities compound intelligence with every human and agent decision made. Learning from 100 billion workflows and more than seven trillion transactions that run through ServiceNow annually, the platform grows smarter about how a business works with every AI action. ServiceNow is uniquely positioned to ground AI in an organisation’s specific operating reality, not a generic model of how enterprises work.
Act: AI specialists that execute real work
The era of Artificial Intelligence is giving way to the era of execution and autonomous work. Knowing what’s true and deciding the right action still leaves one step unfinished: completing the work.
The ServiceNow Autonomous Workforce takes AI from agents handling isolated tasks to executing jobs end to end, from intake through resolution, with defined roles, enterprise authority and governance built in. ServiceNow’s newest AI specialists work across CRM, employee experience, IT operations and security and risk.
ServiceNow has also opened the ServiceNow AI Platform and its full system of action to any AI agent, whether it’s built on ServiceNow, or with Claude, Copilot or a customer’s own homegrown agent. With ServiceNow Action Fabric, customers can now drive secure, governed enterprise actions seamlessly through ServiceNow’s generally available Model Context Protocol (MCP) Server.
Secure: discover every cyber asset, govern every identity and close every exposure
ServiceNow’s expanded AI Control Tower offers an end-to-end solution to discover, observe, govern and secure enterprise AI: how it’s working, where it’s adding value and where it’s hallucinating. AI Control Tower now includes discovery across 30+ enterprise integrations, real-time observability into agent behaviour, automated risk and compliance controls, identity governance extended to hyperscale environments and AI models and financial dashboards that put customers back in control of AI spend.
Beyond control, enterprises need a platform built to see, govern, remediate and respond across the entire attack surface, with visibility into every identity and every asset, as well as the permissions and policies for each.
ServiceNow delivers an end-to-end security stack that combines asset visibility, identity governance, risk management and remediation to go from reactive security to autonomous, agentic cyber defence. Armis closes the gap between asset visibility and cyber-risk, offering a comprehensive AI-powered solution that sees, protects and manages cyber-risk across every connected asset in real time.
“ServiceNow gives a complete security picture that no enterprise software vendor has assembled before: identity and fine-grained permission visibility for every human and agent in the system and a complete view of all enterprise connected assets, from code to physical assets, all operating in the ServiceNow AI Control Tower,” said John Aisien, SVP and GM security and risk, ServiceNow. “ServiceNow provides the security, risk controls and governance that turns autonomous AI from a risk into a competitive advantage.”
