The governance problem behind the release is measurable. The average large enterprise operates hundreds of applications, each carrying its own AI layer. Agents are deployed without frameworks to govern them; intelligence is disconnected from the workflows where decisions need to land.
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 Otto is the most visible new product from the event. It combines conversational AI, autonomous workflows, and enterprise search into a single interface, completing work end to end across any connected system without users switching between applications. ServiceNow says Otto already handles over 90% of the company’s own employee IT requests, with its Level 1 Service Desk AI Specialist resolving cases 99% faster than human agents — internal deployment numbers, not independently verified, but public commitments the company is now accountable for.
The AI Control Tower update extends governance across 30 or more enterprise integrations, adding real-time observability into agent behaviour, identity governance across hyperscaler environments, and financial dashboards for tracking AI spend. “A year ago, AI Control Tower gave enterprises visibility into their AI. Today it governs the entire AI lifecycle across every agent, model, dataset, asset, and identity, across every cloud and enterprise system,” said Amit Zavery, ServiceNow’s president and chief operating officer.
Three partnerships underpin the platform release. With NVIDIA, ServiceNow is integrating governance across the enterprise stack, including Arc, a new enterprise AI desktop agent. With Microsoft, AI Control Tower connects to the Microsoft 365 agent ecosystem to address sprawl across Copilot deployments. With Lenovo, workflow automation combines with device intelligence with a stated aim of reducing IT support costs by 30%.
ServiceNow also announced Action Fabric, which opens the AI Platform to external agents built on Claude, Copilot, or customer-built systems via a generally available Model Context Protocol server. An Autonomous Security and Risk module built around integrations with Armis and Veza handles identity and asset governance across human, machine, and AI agent identities simultaneously.
At its Financial Analyst Day the previous day, the company set a target of $30 billion or more in subscription revenues by 2030, with AI expected to represent more than 30% of annual contract value. Booking.com, Honeywell, the NHL, PayPal, and Ulta are among the customers ServiceNow cited in the Knowledge 2026 announcements.
