ServiceNow is making artificial intelligence a standard part of its entire product portfolio, including in Canada.
Today, all products include AI, data connectivity, workflow execution, security, and governance, rather than being purchased separately or added through integration efforts. The company also introduced a new Context Engine and expanded developer tools that software teams can build using external coding tools and deploy directly to the ServiceNow platform.
This change comes as large organizations seek to manage sprawling software assets consisting of hundreds of applications and large amounts of data. ServiceNow aims to reduce that fragmentation by consolidating data, governance, and workflow execution into one system.
Amit Zaveri, president, chief product officer and chief operating officer of ServiceNow, said the company is trying to reduce the effort many customers face when putting together AI systems.
“Most organizations spend months assembling the pieces of enterprise AI. By the time they’re ready, the goalposts have moved. ServiceNow brings it all together so customers can start with a complete AI-native experience across all products and packages, rather than a procurement project,” said Zavery.
“ServiceNow is redefining how companies realize value from AI with the capabilities needed at enterprise scale. From enterprise intelligence in Context Engine to data connectivity, governance, and execution, everything is included by default, all works within your work flow, and is open to the tools developers already use,” he added.
context engine
At the heart of the update is the Context Engine, which ServiceNow describes as a way to base AI decisions on live business information. This is done based on relationships, policy rules, and decision history, so automated actions can reflect internal controls and previous results.
The technology can identify links between assets and regulated processes, apply approval chains to spend thresholds, and consider supplier history when processing requests. It’s built on the Service Graph, Knowledge Graph, and your company’s data inventory.
ServiceNow said its platform has visibility across 85 billion workflows and 7 trillion transactions. The company claims that this operational data helps AI systems make decisions based on a company’s own structures and rules, not just language patterns.
developer access
ServiceNow also outlined new tools for developers. Its software development kit and build agent skills are designed to help engineers work with the tools they already use, such as OpenAI Codex, Claude Code, and Cursors, before deploying applications to ServiceNow.
For teams building within a company’s own development environment, ServiceNow Studio now includes a built-in build agent. The company says it can read live data models, table relationships, and business rules while building applications.
Custom applications and AI agents built this way remain subject to governance controls through AI Control Tower and App Engine Management Center. Customers receive 100 Build Agent calls for free, while individual developer instances include 25.
Offer structure
In addition to platform changes, ServiceNow introduced a layered model covering AI-assisted, agent-driven automation, and autonomous operations. We also launched the Enterprise Service Management Foundation, aimed at mid-sized businesses looking to consolidate functions such as IT, HR, legal, finance, procurement and workplace services on the same platform.
This package is targeted at organizations that want to reduce deployment time. ServiceNow says it will be ready to roll out within the next few weeks.
One of the customers the company cited was Robinhood, which said the AI built into ServiceNow has already reduced the work of its support teams across multiple departments within the company.
“ServiceNow AI prevents 70% of employee requests across IT, HR, and Legal before requiring human intervention. By incorporating AI directly into our workflows, we’ve saved 2,200 hours of manual work across 1,300 tickets each month,” said Jay Hammonds, Head of Technology Operations at Robinhood.
“And with ServiceNow’s new AI-driven offering, you can get new teams and acquired entities up and running in weeks instead of months, which is true speed to value,” he added.
ServiceNow says its platform is designed to work across a variety of AI models, allowing customers to choose the level of AI functionality they want while using their preferred model provider. All customers can now start with an AI package that requires no separate purchases or additional integrations.
