ServiceNow is making its entire product portfolio AI-native. All customers will have AI, data connectivity, workflow automation, security, and governance available by default. ServiceNow will no longer offer individual AI licenses. Two new features are Context Engine, which provides business context for every AI decision, and Build Agent skills, which enable developers to deploy directly to the ServiceNow AI platform from any IDE.
ServiceNow announced today that its entire product portfolio will be AI-native. Going forward, all customers will have access to AI, data integration, workflow, security, and governance as standard without the need for separate licenses. This represents a clear change in strategy. Organizations no longer need to purchase AI add-ons separately because everything is integrated into the platform.
The move is part of a broader series of investments. Previously, ServiceNow acquired cybersecurity company Armis for $7.75 billion and AI company Moveworks for $2.85 billion, both of which focused on autonomous AI capabilities at enterprise scale. ServiceNow had already made its Now platform AI-powered and added thousands of AI agents. Today’s announcement is the next step in that effort.
Context Engine: Business context for every AI decision
Context Engine is one of two major announcements today. The system gives AI agents and workflows access to real-time business context: which assets are linked to which processes, which approval chains apply to a particular cost center, and which supplier history is relevant to a procurement request. ServiceNow claims the system is built on 85 billion workflows and 7 trillion transactions and can provide LLMs with organization-specific context rather than general language knowledge. Context Engine is built on ServiceNow’s Service Graph, Knowledge Graph, and Data Catalog.
ServiceNow previously released AI Control Tower, which centrally manages AI agents and workflows. Context Engine now adds decision context to it. Context Engine is currently available in preview to select customers. General availability will occur at a later date.
Build from any IDE and deploy to ServiceNow
On April 15th, new ServiceNow SDK and Build Agent skills will be available. Developers will be able to deploy apps and AI agents directly to the ServiceNow platform from tools such as Claude Code, Cursor, OpenAI Codex, Windsurf, and Antigravity. Citizen developers can explain workflows in plain language and receive working workflows within minutes.
For teams who want to build on existing ServiceNow apps, ServiceNow Studio has a built-in build agent. This environment understands live data models, scopes, and business rules in real time. All custom apps and AI agents are automatically subject to AI Control Tower governance. Customers receive 100 free Build Agent sessions. Individual developer instances get 25 free sessions.
AI is included in all packages, including those for midsize businesses
ServiceNow is also introducing new tiered service models, ranging from AI-assisted to fully autonomous operations. The company is launching an Enterprise Service Management (ESM) Foundation for midsize organizations to integrate IT, HR, legal, finance, procurement, and facilities services into the ServiceNow AI platform.
ServiceNow previously targeted the mid-market with its AI-based core business suite. The ESM Foundation is built on that strategy. The new packaging model and ESM Foundation are now available to all customers. ServiceNow is model agnostic, allowing customers to use any AI provider.
