ServiceNow has taken significant strides in the realm of CRM, particularly by integrating it seamlessly with its Core Business Suite, which encompasses finance, procurement, HR, and customer service. The company's latest AI-powered CRM is not an isolated tool but a component of a comprehensive system that facilitates real-time connectivity between front- and back-office operations. By integrating CRM with essential enterprise systems, the platform aims to dismantle silos and streamline the interaction between customer engagement and operational execution.

In addition, ServiceNow's offerings such as Workflow Data Fabric and AI Agent Fabric, along with features like the AI Control Tower and a conversational AI engagement layer, empower AI agents to orchestrate tasks across various tools, teams, and vendors. These innovations are part of ServiceNow's broader goal to revolutionize how work is managed across the enterprise, shifting from isolated AI pilot projects to fully integrated, orchestrated AI operations. Let's delve deeper into some of ServiceNow's recent advancements and their potential impact on its customers.

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

A Unified AI Platform For Enterprise Transformation

ServiceNow has long focused on delivering cloud-based solutions that integrate processes, systems, and data throughout the enterprise. The launch of the ServiceNow AI Platform allows organizations to embed AI directly into workflows that span across organizational silos, enabling the deployment and management of AI agents and other tools to make AI practical and accessible across various business functions. The platform is designed to work seamlessly with technologies from partners like Nvidia, Microsoft, Google, and Oracle, ensuring compatibility with a wide array of AI ecosystems and use cases.

This adaptability is intended to facilitate the real-time orchestration of thousands of AI agents without being tied to a single vendor. There are numerous operational scenarios where this could be beneficial, such as a manufacturer integrating ServiceNow AI agents with Microsoft Azure-based forecasting models. These agents can autonomously identify inventory risks, initiate procurement workflows, and open supplier service requests in the SCM system without human intervention. Similarly, a customer support team can utilize autonomous agents trained on Salesforce and ServiceNow data to categorize support tickets and generate AI-driven solutions, all within the ServiceNow environment. If successful, this approach could significantly alter how enterprises develop and manage cross-functional workflows, and ServiceNow believes that such orchestration could unlock trillions of dollars in productivity gains.

ServiceNow Introduces AI Control Tower And AI Agent Fabric

As businesses increasingly adopt AI tools and agents, ServiceNow has introduced two products to help manage these technologies effectively: the AI Control Tower and the AI Agent Fabric. These tools work in tandem to provide a secure and structured approach to AI utilization across the organization.

The AI Control Tower serves as a centralized hub that allows companies to monitor all AI models, agents, and workflows, whether they are from ServiceNow or third-party sources. This oversight ensures that AI deployments remain secure, compliant, and aligned with business goals. Enterprises can use the AI Control Tower to manage how agents operate, the data they access, and their performance. It also helps prevent the uncontrolled spread of AI and, on a larger scale, instills confidence in stakeholders regarding AI-driven decisions.

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

Making Enterprise Data Actionable With Workflow Data Fabric

At the Knowledge 2025 conference, ServiceNow unveiled two significant updates to enhance how organizations manage and utilize data. First, it introduced the Workflow Data Network, which expands on the existing Workflow Data Fabric by connecting data from over 100 partners, including AWS, Microsoft, Oracle, and Boomi. This enables real-time, bidirectional data exchange and allows workflows to respond to live business events, ensuring that systems across departments remain synchronized without manual intervention.

Second, ServiceNow announced plans to acquire data.world, a cloud-native platform for data cataloging and governance. By integrating this into its own platform, ServiceNow will provide enhanced tools for tracking data lineage, managing access, and ensuring compliance, which is particularly valuable in regulated sectors such as healthcare, finance, and government.

An example of how this could be applied is a global logistics company using Oracle for ERP, AWS for SCM, and ServiceNow for IT operations. With the Workflow Data Fabric and Workflow Data Network, the company can integrate shipping and billing data in real time. If an order is delayed due to a supplier issue detected in AWS, a ServiceNow AI agent can immediately flag the disruption, notify the customer via CRM, initiate a supplier service ticket, and alert finance to adjust payment schedules, all based on live, federated data without duplicating records.

The ServiceNow Core Business Suite Is Rethinking ERP With AI And Workflow Automation

ServiceNow also introduced its Core Business Suite, an AI-enabled solution that integrates key business functions such as finance, procurement, HR, legal, and facilities management onto a single platform. This suite is designed to help organizations automate back-office processes and enhance coordination across teams without requiring a full ERP replacement.

Powered by AI agents and real-time data, the Core Business Suite supports tasks like finance case management, service requests, and purchase and expense approvals. It replaces email 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 example, if a supplier invoice does not 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, which helps reduce delays and miscommunication.

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

AI Agents For SCM And Industry-Specific Workflows

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

A key focus is on SCM and manufacturing. ServiceNow’s Manufacturing Commercial Operations product helps manufacturers automate core sales, service, and support workflows, reducing administrative burdens and improving response times. 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. Additionally, the platform’s Supply Chain Optimization features use real-time data and AI to identify issues, suggest solutions, and streamline logistics, which is particularly beneficial in fast-paced environments where global delays or errors can have widespread effects.

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 claims that these tools enable organizations to manage high volumes of complex cases while improving resolution times, transparency, and regulatory compliance.

Turning Data And AI Into Real Enterprise Value

ServiceNow’s updates at Knowledge 2025 demonstrate a clear commitment to making AI and data more actionable across the enterprise, not just in isolated projects but as an integral part of daily operations. By offering tools like the AI Control Tower, Workflow Data Network, and Core Business Suite, ServiceNow is providing organizations with a way to modernize without needing to overhaul existing systems.

The true business impact will be seen in how these tools enable teams to work more efficiently, with quicker issue resolution, better data visibility, and reduced time spent on manual tasks. However, challenges remain. Integrating AI across departments is not solely a technological issue; it requires robust data governance, change management, and accountability. While ServiceNow certainly simplifies this process, companies must still invest effort in aligning systems, people, and workflows. Although ServiceNow has seen impressive growth and customer loyalty in recent years, the effectiveness of its new offerings in being as disruptive as claimed remains to be seen.

Ultimately, the key takeaway from these new offerings is straightforward: if data is the foundation of AI, then making that data usable, governed, and connected is the true path to transformation. ServiceNow is heading in that direction, and its customers should follow suit.

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