ServiceNow, the AI platform for enterprise transformation, has introduced Agentic Workforce Management, a major advancement in its end-to-end AI agent orchestration strategy. This innovation enables employees to collaborate securely and effectively with AI-powered agentic workforces, combining automation with human oversight to drive real-world business outcomes.
Agentic workforces—digital teams of AI agents capable of completing tasks autonomously—are already operational within ServiceNow, handling functions in IT operations, customer support, security, and end-user software deployment. These AI teams not only streamline repetitive tasks but also learn, evolve, and collaborate under human supervision, allowing employees to focus on strategic, high-value work.
“AI isn’t just reshaping how we work, it’s redefining what it takes to win. This moment requires bold investment in our people and a shared commitment to learn, adapt, and lead in new ways,” said Jacqui Canney, chief people and AI enablement officer at ServiceNow. “When we design work with AI and put people at the center, we create momentum that drives real business impact.”
Built on ServiceNow’s single-architecture platform, agentic AI can function across the enterprise without being confined to silos. Human managers oversee these digital teams, offering feedback, monitoring performance metrics like uptime and sentiment, and stepping in when necessary—just as they would with human team members.
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The company’s internal deployment showcases the transformative power of agentic workforces. ServiceNow has automated 97% of software provisioning requests, cut service desk volume by nearly 40%, and enabled its IT department to scale operations by more than 40%. Additionally, customer support teams have leveraged agentic AI to resolve 80% of complex administrative tasks, with resolution times improving by 50%.
“We run ServiceNow on ServiceNow and are proof that organizations don’t need thousands of siloed AI agents chasing tasks,” said Kellie Romack, chief digital information officer, ServiceNow. “Instead, it’s about having the right combination of AI agents in the right roles, with the right context, integrated with humans and working across the enterprise to unlock higher-value work, foster innovation, and drive productivity.”
ServiceNow complements agentic workforce management with its AI Control Tower, a centralized governance system that provides visibility, compliance, and ethical oversight across AI initiatives. Through tools like the AI Agent Orchestrator, businesses can coordinate specialized agents and integrate them into multi-departmental workflows tailored to specific business goals.
Industry analysts recognize the growing importance of structured, ethical AI adoption. “Enterprises aren’t asking if they’ll adopt agentic-enabled ways of working anymore; they’re wrestling with how to frame responsibly,” noted Amy Loomis, Ph.D., Research Vice President, IDC. “With trust and governance just as critical as productivity, ServiceNow’s integrated approach positions it as a leading voice in defining how organizations manage the relationship between workers and AI agents at scale.”
With agentic workforce management, ServiceNow is reshaping the future of work—placing people at the center while scaling the capabilities of AI to drive productivity, agility, and innovation across the enterprise.
