Knowledge 2025: ServiceNow AI Platform unveiled with support for agentic AI and enterprise-wide orchestration

ServiceNow AI Platform

ServiceNow has unveiled its most ambitious push into enterprise AI yet – a unified platform designed to support any model, any agent, and any workflow across industries in Las Vegas during its annual Knowledge 2025 event.

The new ServiceNow AI Platform promises to structure fragmented AI experiments by offering a comprehensive suite of tools, integrations, and orchestration layers.

Built for what ServiceNow calls the “agentic and open era,” the platform introduces key innovations such as the AI Control Tower, AI Agent Fabric, and enhanced partner integrations with Microsoft, Nvidia, Oracle, and Google.

“We’re unleashing the full power of AI, across any industry, any agent, any workflow,” said Bill McDermott, chairman and CEO of ServiceNow. “With this next-generation architecture, we finally have the foundation to run the integrated enterprise in real time.”

This new platform is already being deployed by major organisations. Adobe is using agentic AI to automate high-volume IT tasks like password resets, while Wells Fargo has implemented real-time data workflows with ServiceNow’s RaptorDB. Visa is deploying AI-powered dispute resolution systems co-developed with ServiceNow, with plans to extend this into managed services.

ServiceNow’s Enterprise AI Maturity Index found that 55% of companies already using agentic AI have improved gross margins, compared to 22% of those not investing in the technology, suggesting a strong financial incentive for early adoption.

ServiceNow unified AI platform: Key features

- AI Control Tower: A unified command centre for managing AI models and agents from ServiceNow and third parties.
- AI Agent Fabric: A backbone for cross-platform agent collaboration.
- Next-gen CRM: An AI-powered solution unifying sales, service, and fulfilment workflows.
- Apriel Nemotron 15B: A new reasoning model developed with NVIDIA for scalable AI agent deployment.

ServiceNow University
The new unified AI platform also includes ServiceNow University. This comes with skill to build and manage AI workflows using the new tools and make things easier for users and developers.