August 25th, 2025
3 min read
ServiceNow has evolved from an IT help desk provider to a $10B+ platform for enterprise workflow transformation. Now, with the advent of AI and agentic capabilities, ServiceNow is moving from deterministic workflows to autonomous AI agents that simplify and unify user experiences across business functions. Michael Park leads the team bringing these solutions to customers.
He sat down with us to talk about how the new agentic AI strategy enables organizations to break down silos and deliver seamless, AI-driven workflow experiences, integrating data, AI models (including third-party large language models), and tools into a single user interface. This enables full end-to-end process automation and supports both “buy and build” approaches through partners.
Bridges and Barriers
ServiceNow has long been known as an efficient, reliable IT help desk platform. But it has transformed into an enterprise workflow engine, helping global organizations automate and unify business processes. It has become less about “submit a ticket” and more about “deploy an AI agent that anticipates and resolves issues across departments.”
The platform has not only crossed the $10B revenue threshold, but it’s also doing so with a growing roster of satisfied enterprise customers and a unified architecture that powers agility at scale.
Park says, “We understand that what enterprises need is a cohesive, intelligent platform that connects data, people, and systems, without adding friction.”
That’s why ServiceNow is moving away from deterministic, rule-based workflows and toward agentic AI – intelligent, context-aware agents that understand, adapt and act across business functions. This includes the recent launch of a major AI release allowing for autonomous agents.
“We’re not automating tasks,” Park explains. “We’re reimagining how work flows, breaking down silos, simplifying complexity, and delivering outcomes faster. That’s what agentic AI enables.”
They offer a three-layer architecture: Data, AI, and Workflow. This layered approach not only boosts modularity but unlocks serious integration firepower.
The Data Layer connects to enterprise staples like SAP, Salesforce, Snowflake and Databricks, using Zero Copy strategies – without copying or duplicating information.
On top of that sits the AI Layer, where ServiceNow’s own large language model (LLM) works in tandem with best-in-class third-party LLMs. This offers the flexibility of plugging in whatever works best for the organization or use case.
The final piece is the Workflow Layer, where users experience a unified interface that simplifies operations across departments. Whether it’s IT resolving an issue in Slack, or HR onboarding a new hire in Microsoft Teams, ServiceNow meets users in the flow of work with no switching tabs or chasing systems.
AI is not the future of work. It’s the now of work. And we’re here to make it usable, unified and unstoppable.
AI in society
Park notes that ServiceNow delivers a “Customer-Centric 360.” Rather than focusing solely on CRM, ServiceNow takes a broader view, connecting front, mid and back office into a seamless, AI-driven experience.
This means customer queries, employee requests and finance approvals all happen in a unified flow, with AI agents orchestrating the process end-to-end. It’s frictionless, fast, and more importantly, scalable.
Recognizing that no two enterprises are alike, ServiceNow champions a hybrid strategy: use what works out of the box, and build where needed with partners. While many organizations struggle to scale their GenAI projects, ServiceNow offers a turnkey approach that accelerates time-to-value.
“Our platform is open and modular,” says Park. “You can bring your own models, your own IP, and scale with confidence.”
This openness extends to the ecosystem. With plug-and-play support for AI models, data platforms, and messaging tools, ServiceNow integrates wherever employees are already working, from field devices to collaboration hubs like Slack and Teams.
ServiceNow stands out by doing the hard things well: integrating seamlessly, governing responsibly, and scaling intelligently. And that means organizations get to modernize without disrupting existing investments. They gain agility without losing control. And ultimately, they empower teams to move faster, smarter and more collaboratively.