Is your greatest ServiceNow asset on the bench?

If you’ve been anywhere near a ServiceNow release note, keynote, or LinkedIn feed lately, one thing is undeniable: AI is no longer “coming.” It’s here. And it’s already separating leaders from everyone else.

2026 marks a clear shift toward reliable execution, platform context, and governance. Why does it matter to you? Because it changes where you spend time and where you create value. Get this right and your ServiceNow instance remains a competitive asset, and not just a cost centre.

Organizations want proof that the platform delivers measurable business outcomes.

Our role as a one of two selected ServiceNow AI partners isn’t to push AI everywhere.
It’s to help you win the game by applying it precisely where it drives outcomes.

This requires us to have a greater understanding of where automation creates leverage versus where it creates unnecessary complexity, essentially helping you win the game. With the most AI implementations in Europe, we’ve done it before. At scale. 

“The Cloud People is fully trained in the ServiceNow methodology... Additionally, they operate with the full backing of our AI Center of Excellence, ensuring our customers receive best-in-class guidance and outcomes.”

Mark Tognetti, ServiceNow AI Center of Excellence

 

Now, let’s talk about where AI agents fit into this.

From AI Features to AI Workers

The ServiceNow platform is increasingly delivering more powerful AI‑powered capabilities, and with agentic AI it is moving from recommendation to execution.

It is increasingly capable of taking action, not just offering suggestions.

These agents don’t replace workflows, they operate within them, triggering flows, updating records, invoking integrations, and escalating when needed.

In practice, this means AI moving closer to the core of ITSM, HR, CSM, and custom workflows. The value doesn’t come from autonomy alone, but from orchestrated execution where agents handle well-defined tasks repeatedly and consistently. This happens while humans stay in control of exceptions and decisions that carry risk.

The important part is how this is done. Execution is governed by confidence thresholds, role controls, and feedback loops. In practice, this means automation that knows when it can proceed independently and when it should pause and escalate. Platform Owners will need to design these boundaries intentionally. When done right, the operational payoff is significant.

As agents gain the ability to act, governance becomes the critical success factor. Let's take a closer look.

Governance is the key to scaling AI Agents

ServiceNow’s direction with AI Control Tower and agent governance reflects this reality. Successful Platform Owners are treating AI as a core platform capability with clear ownership, auditability, and decision boundaries.

This includes defining where AI can act autonomously, how outcomes are monitored, and how exceptions are handled. Organizations that invest here move faster and reduce risk because AI decisions are transparent, reversible, and aligned to business intent.

Platform Owners will need to define:

• Which agents can act autonomously

• What confidence thresholds or conditions must be met

• How actions are audited, monitored, and reversed

Agentic AI that cannot be explained or controlled will not scale in an enterprise environment. The organizations that succeed will treat AI agents as managed platform components, not experimental add-ons.

The platform owner’s role is expanding

Agentic AI shifts the Platform Owner role toward designing decision boundaries, not just configuring workflows. You are effectively defining how work is delegated between humans and machines.

This requires closer collaboration with process owners, risk teams, and architects. It also requires a clear understanding of where automation creates leverage versus where it creates exposure. Those foundations will determine whether agentic AI becomes a force multiplier, or another source of complexity.

Organizations want proof that their platform delivers business value. You’ll increasingly be asked: what savings, what efficiencies, what new services have we launched because of ServiceNow?

If you’re looking to make agentic AI your greatest asset, we’re happy to have that conversation.