ServiceNow
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ServiceNow has 4 source-linked AI deployments documented in AIUseCaseHub, across 2 industries and 1 country. Key partners include Wipro.
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Hyperscaler mix
See whether ServiceNow's cases are powered by Microsoft, AWS, GCP, or multiple providers.
How ServiceNow builds AI
Build / Buy / Compose across this company's documented cases
4 of 4 cases classified (100%) · Compare all use-case types
Use case portfolio
Use case types at ServiceNow
IT operations leads with 2 of 4 documented cases; 3 distinct types appear across the visible portfolio.
Evidence persistence
4 of 4 judgeable cases are still publicly referenced · 2 show the organization expanding AI use.
Durability of public evidence, not whether systems remain in production. How this is measured →
Technology snapshot
What ServiceNow uses across visible cases
AI Agents appears in 3 of 4 indexed cases; 12 named technologies are mentioned, led by Copilot.
All Use Cases (4)
IT Operations Efficiency Elevated Through GenAI Integration
Wipro, in partnership with ServiceNow and Microsoft, has transformed enterprise IT operations by tightly integrating ServiceNow’s GenAI-powered Now Assist with Microsoft Copilot. T...
ServiceNow accelerates P1 incident management with multi-agent AI system
ServiceNow and Microsoft jointly developed a multi-agent AI workflow for critical P1 incident management, integrating Microsoft Copilot, Now Assist, and Semantic Kernel orchestrati...
ServiceNow streamlines employee IT and HR workflows
This use case describes the real-world integration of Microsoft 365 Copilot with ServiceNow Now Assist to enhance employee and IT productivity. At Microsoft Ignite and ServiceNow Knowledge 2024 events, leaders showcased how the integration delivers generative AI-powered conversational responses and workflow automation within Microsoft Teams. Through hands-on scenarios, a knowledge worker named Daniela used Copilot and Now Assist to summarize what she missed, understand device policies, order new hardware, and interact with human support to alter order delivery—all from a single Teams interface. The solution lets employees catch up, act on information, and initiate complex workflows using natural language, leading to significant efficiency gains.Now Assist connects requests to ServiceNow workflows, automating multi-step processes without requiring separate apps. Copilot pulls in context from Microsoft Graph to summarize communications and actions, then hands off relevant requests to Now Assist, enabling end-to-end workflow execution inside Teams. Integration enables seamless user experience and lets ISVs bring their AI to Copilot scenarios. This combined solution has lightened the workload on IT and HR agents by enabling employees to address their needs autonomously via chat, with the option to escalate to a live agent, while ensuring all context is transferred for smooth support. The result is a streamlined, AI-powered employee service management process.
Integrate QnABot on AWS with ServiceNow (IT service desk ticket triage automation)
AWS demonstrates how to integrate QnABot on AWS with ServiceNow so employees can triage IT issues through chat and open incident tickets in real time.QnABot on AWS uses Amazon OpenSearch Service for its question bank, Amazon Lex for conversational routing, AWS Lambda to call the ServiceNow Incident API, AWS Secrets Manager for credentials, and Amazon API Gateway and Amazon S3 for configuration and knowledge management.The workflow supports response bots and document chaining for multi-step input collection before ticket creation.
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