Agentic AI on ServiceNow: Otto, AI Agents and AI Control Tower
We help enterprises adopt AI Agents, generative AI and predictive intelligence at scale on the ServiceNow AI Platform. On clean data, inside your workflows, governed from the first agent, with one number per use case.
Every enterprise we talk to has an AI mandate. Very few have an AI plan that survives contact with their CMDB. Our work is to turn the mandate into working agents that finish tasks, not just suggest them, and to make sure the governance is in place before the first one goes live.
ASCEND is our framework for that: Assess, Strategise, Connect, Execute, Navigate, Deliver. It starts with a two-week AI readiness assessment covering platform health, data maturity and a prioritised use-case roadmap.
Modules and capabilities
Agentic AI: what we do for you
Our approach
What changes
- Two or three agents in production within a quarter, each with an owner and a measured result
- Every agent, model and skill visible and governed in AI Control Tower before it goes live
- A data foundation that lets agents reason about services rather than servers
- An operating model for AI that your risk team has signed off
Questions we get asked
Where should we start with AI on ServiceNow?
With the work, not the model. Pick two workflows where an agent can finish a task with a clear owner and a clear definition of done: incident triage and access requests are the usual first two. Fix the data those workflows read, set up AI Control Tower, then build. We cover all of this in the two-week readiness assessment.
What is the AI Control Tower?
ServiceNow's governance layer for AI. It discovers every model, agent and skill in the estate, including those on AWS, Azure, Google Cloud, SAP and others, and attaches policy, security, observability, cost and value measurement. Since July 2026 it is included in every tier of ServiceNow's commercial model, Foundation, Advanced and Prime. That does not mean every existing contract has it, or that every tier gets the same capabilities, so check your entitlement first, then agree the scope and the readiness work before you switch it on.
Can external AI agents like Claude or Copilot work with ServiceNow?
Yes. Action Fabric exposes ServiceNow workflows through an MCP server, so any capable agent can raise a change, enrich an incident or query the CMDB with the platform's own security and audit. We have run MCP servers against ServiceNow in production for customers and for our own consultants, so we know which controls to put in first.
How do you keep humans in the loop?
Agents classify, enrich, propose and route. People approve anything that changes production, money or access. As confidence and the audit trail grow, the approval step moves later. Teams that start fully automatic usually switch the agent off after the first surprise, so we do not start there.
Related reading
Now Assist is now ServiceNow Otto: what changes for customers and what does not
ServiceNow has renamed Now Assist to Otto and folded Moveworks and AI Experience into it. Here is what the change means for your platform, your licences and your documentation.
Read the article Blog · Agentic AIAgentic AI on ServiceNow: where to start, and what to fix first
Most AI programmes stall on data and governance, not on models. A practical order of work for the first 90 days on ServiceNow.
Read the article Blog · Agentic AIKnowledge 2026 in practice: what AI Control Tower, Action Fabric and the Autonomous Workforce mean for your roadmap
ServiceNow's 2026 announcements, sorted into what to do this quarter, what to plan for and what to ignore for now.
Read the article
Talk to us about agentic AI
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