An Expert Guide on ServiceNow AI Control Tower

We are in the era of agentic AI, an age where AI agents are no longer passive tools but active decision-makers. They are embedded across workflows, making dynamic choices and driving business outcomes. It’s the AI era the world was waiting for. But with it comes a new challenge: managing the overwhelming complexity of multiple AI agents, disparate data sources, and scattered workflows.

Organizations that once rushed to deploy AI are now pausing to ask, “How do we ensure our AI systems are ethical, explainable, secure, and aligned with our business goals?”

This is exactly when the need for a unified, enterprise-grade AI governance layer like ServiceNow’s AI Control Tower comes into the picture.

What is ServiceNow AI Control Tower?

At Knowledge 2025, ServiceNow launched ServiceNow AI Control Tower. A centralized command which allows organizations to govern, manage, secure, and realize value from any AI agent, model, or workflow even when it’s native to ServiceNow or built by a third party.

Now you can connect AI strategy that connects governance, compliance, lifecycle management, and performance insights into a single, unified platform.

Importance of AI Governance and a need for centralized command center

As organizations mature in their AI adoption, the focus shifts from experimentation to enterprise-wide implementation and impact. But widespread AI adoption comes with significant challenges—risk, fragmentation, transparency, and misalignment.

Ask yourself:

How will you ensure that every AI agent in your enterprise is built, deployed, and managed in a way that’s responsible, secure, and value-driven?

This is exactly where AI governance becomes important. Here’s why:

• Enhancing Transparency & Explainability: While black-box models erode trust, AI Governance introduces clarity around how decisions are made.
• Protecting Data Privacy & Security: With AI systems touching sensitive data, rigorous controls are essential.
• Improving Decision-Making & Accountability: Clear oversight leads to responsible AI actions and outcomes.
• Mitigating Operational & Reputational Risks: A governed AI ecosystem reduces the chances of system failure or compliance violations.

Without a central AI command center, organizations risk losing visibility, control, and confidence in their AI systems.

Capabilities of ServiceNow AI Control Tower to help you maximize ROI on AI

1. Enterprise-Wide AI Visibility

Track and manage every AI agent whether it is ServiceNow-native or external you can apply consistent governance policies across the entire organization.

2. Embedded Compliance & AI Governance

Proactively monitor, manage risk, ensure data security & privacy, and integrate with governance, risk, and compliance (GRC) capabilities across the AI lifecycle.

3. End-to-End Lifecycle Management

From idea to deployment and beyond, AI Control Tower enables contextual decision-making with enterprise-wide guardrails for agentic AI.

4. Real-Time Reporting

With dynamic dashboards, you can validate AI performance against real business outcomes like productivity, revenue, or customer satisfaction.

5. Strategic Alignment with Business Goals

Bridge the gap between your AI initiatives and your organizational strategy ensuring AI working together for your business goals.

Expanding Possibilities with AI Agent Fabric

At the heart of ServiceNow AI Control Tower is the AI Agent Fabric—ServiceNow’s breakthrough communication backbone for AI ecosystems.

Unlike siloed AI solutions of the past, the AI Agent Fabric allows seamless, real-time collaboration between:

• AI agent to AI agent
• AI agent to tool
• Entire agentic systems to each other

Using common protocols like Model Context Protocol (MCP) and Agent2Agent (A2A), ServiceNow enables both its own and third-party agents to dynamically exchange context, share knowledge, and take action together.

This means thousands of ServiceNow agents can now work side-by-side with partners like Adobe, Cisco, IBM, Google Cloud, Microsoft, and more—creating truly intelligent, orchestrated systems.

Powering the Agentic Enterprise with Data and AI

ServiceNow’s vision is to unify AI, data, and workflows. The AI Agent Fabric is complemented by the Workflow Data Fabric, which integrates structured, semi-structured, unstructured, and streaming data—both within and beyond ServiceNow. Together, these fabrics offer enterprises:

• Context-rich AI workflows
• Seamless orchestration across tools and systems
• Data-powered insights and automation

Wrapping Up

While most of the enterprises have embraced AI. But without governance, visibility, and orchestration, that AI can easily spiral out of control.

ServiceNow AI Control Tower offers more than oversight—it brings clarity, confidence, and control to your AI ecosystem. Coupled with AI Agent Fabric and Workflow Data Fabric, ServiceNow empowers organizations to turn fragmented AI efforts into a powerful, connected, and governed agentic ecosystem.

At Aelum, we help enterprises make the most of this transformation. As a trusted ServiceNow partner, our expertise lies in enabling organizations to deploy AI responsibly, align it with business strategy, and ensure governance at every step. From implementation to optimization, we help you harness the full potential of ServiceNow’s AI innovations with confidence.

Frequently Asked Question (FAQs)

1. Which AI technologies are supported by the AI Control Tower?

The AI Control Tower supports a broad range of AI technologies. This includes native ServiceNow AI capabilities, such as predictive intelligence and document intelligence. It also manages and governs third-party AI models and services from providers like OpenAI, Microsoft Azure, and Google Gemini, offering a centralized view of all AI initiatives.

2. How does AI Control Tower help in compliance and responsible AI usage?

The AI Control Tower promotes responsible AI by providing a framework for governance and compliance. It allows organizations to enforce policies, manage risks, and ensure adherence to regulations like the EU AI Act and NIST AI RMF. Real-time monitoring and analytics help in identifying and mitigating biases and other ethical risks.

3. What kind of insights does the AI Control Tower provide?

The AI Control Tower offers comprehensive insights into the performance and usage of all AI models and agents. It provides real-time visibility into key metrics, such as accuracy, usage patterns, and business impact. These insights help organizations optimize their AI investments and make data-driven decisions for future AI strategies.

4. What’s the difference between the AI Control Tower and the Generative AI Controller?

The Generative AI Controller is a specific tool within ServiceNow that enables the integration and use of third-party generative AI models for creating new content and experiences. In contrast, the AI Control Tower is a much broader governance solution that oversees all AI initiatives, including those built using the Generative AI Controller.