About Servicenow
ServiceNow is a cloud platform that digitizes and automates enterprise workflows across IT, HR, customer service, security, and operations. It is built around a central Now Platform with configurable modules (ITSM, ITOM, HRSD, CSM, SecOps, and more). In April 2026 ServiceNow replaced its legacy five-tier structure with three AI-native tiers (Foundation, Advanced, Prime) that bundle generative AI capabilities including Now Assist into every plan. Pricing is fully custom and negotiated, making it an enterprise-only product.
AI Agent Use Cases
- IT Service Management (ITSM): incident, change, problem, and request management
- IT Operations Management (ITOM): infrastructure discovery and event management
- HR Service Delivery (HRSD) and Customer Service Management (CSM) modules
- Now Assist generative AI (summarisation, categorisation, task assistance) bundled in all 2026 tiers
- Workflow Data Fabric and AI Control Tower for custom AI skill building (Prime tier)
- REST and GraphQL APIs plus IntegrationHub for third-party connectivity
Available Actions
These are the specific actions that AI agents can perform with this tool