The annual Knowledge event by ServiceNow has become a staple for enterprises around the world, showcasing transformative innovations and insights into the future of business technology. The 13th edition of Knowledge, held in Las Vegas, gathered a record-breaking 25,000 attendees onsite and millions more online, comprising customers, partners, investors, media, and enthusiasts. With AI’s potential to redefine how busines
ses operate, Knowledge 2025 revealed groundbreaking solutions that promise to revolutionize enterprise transformation.
Checkout the taste of AI innovation in ServiceNow Knowledge 2025. Let’s dig in. But before we dive into the highlights, let’s take a moment to hear what Bill McDermott, CEO of ServiceNow, had to say in his opening keynote.
Bill McDermott’s Opening Keynote at Knowledge 2025: AI – Civilization’s Greatest Opportunity
Bill McDermott, CEO and Chairman of ServiceNow, kicked off Knowledge 2025 by declaring “AI is civilization’s greatest opportunity,” emphasizing that AI’s potential is even greater than the internet. He addressed the dilemma of the digital age, noting that only one in four enterprises have seen ROI from their transformation efforts. McDermott pointed out that time is the most precious asset, yet people waste five hours daily on mindless activities.
He highlighted the fragmentation caused by siloed organizations, where rigid structures lead to disconnected processes. AI, McDermott explained, is the solution that makes the impossible possible, offering speed as a key competitive advantage by integrating all systems and data across an enterprise.
With the launch of the ServiceNow AI Platform, McDermott marking the beginning of a new frontier in business innovation.
“ServiceNow is igniting a new era of enterprise transformation with the ServiceNow AI Platform. We’re unleashing the full power of AI, across any industry, any agent, any workflow.”
1. Reimagined ServiceNow AI platform
At Knowledge 2025, ServiceNow introduced its reimagined AI Platform—a major leap forward in unifying intelligence, data, and orchestration. This platform is designed to help organizations shift from isolated AI experiments to enterprise-wide AI implementation.
At the heart of this transformation is the AI Engagement Layer—a smart, conversational interface that empowers users to complete complex, cross-system tasks with ease. It’s built on a powerful foundation that includes ServiceNow’s Knowledge Graph, Workflow Data Fabric, and AI Agent Fabric. Together, these components seamlessly connect enterprise data and agentic systems, enabling intelligent automation and smarter decision-making across the entire organization.
2. AI Control Tower Centralized Command Center Built to Manage, Govern, and Scale AI Across the Enterprise
One of the standout announcements at ServiceNow Knowledge 2025 is the AI Control Tower—a centralized command center built to manage, govern, and scale AI across the enterprise. Whether you’re using native ServiceNow AI or integrating third-party models, the AI Control Tower provides a unified platform to oversee it all with precision and control.
As Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, put it:
“Only ServiceNow unites powerful workflows, industry-leading governance, and seamless orchestration with agentic AI excellence, enabling customers to scale AI and drive real, measurable outcomes.”
Designed to deliver real ROI from AI investments, the AI Control Tower is deeply embedded across all workflows within the ServiceNow AI Platform. Building on the capabilities of the AI Agent Orchestrator, it centralizes strategy, performance, and lifecycle management—ensuring accountability and compliance at scale. Here’s what enterprises gain with the AI Control Tower:
- Enterprise-wide AI visibility: Monitor every AI agent, model, and workflow—whether native or third-party—in one unified view, and apply consistent governance across the board.
- Embedded compliance and AI governance: Proactively manage risk with built-in GRC capabilities that cover the full AI lifecycle, including security, privacy, and regulatory compliance.
- End-to-end lifecycle management: From ideation to optimization, the AI Control Tower provides the oversight and context needed to keep AI aligned with enterprise priorities—while enforcing critical guardrails.
- Real-time performance insights: Dynamic dashboards track how AI initiatives are performing against business metrics like productivity gains and revenue impact—enabling agents to act on those insights in real time.
- Strategic AI alignment: Most importantly, the AI Control Tower helps bridge the gap between AI initiatives and business goals—ensuring AI efforts are not only technically sound but also strategically aligned.
3. AI Agent Fabric: Powering Collaboration Across the AI Ecosystem
Another exciting reveal at Knowledge 2025 is the AI Agent Fabric—a powerful communication backbone designed to connect the dots across enterprise AI systems. This innovative framework allows AI agents to work seamlessly together, no matter which tools, teams, or vendors they come from.
Whether developed by ServiceNow, its partners, or in-house teams, AI agents can now share context, coordinate tasks, and deliver outcomes collaboratively across the organization. It’s a truly interoperable fabric that enables smooth coordination with industry leaders like Microsoft, NVIDIA, Google, Oracle, and many others.
The AI Agent Fabric is purpose-built to complement ServiceNow’s Workflow Data Fabric—a revolutionary integrated data layer that gives businesses the ability to connect, understand, and act on all types of data: structured, semi-structured, unstructured, and even real-time streaming data, from both within and outside of ServiceNow.
Together, these two foundational technologies—Workflow Data Fabric and AI Agent Fabric—bring ServiceNow’s vision to life: creating a unified, intelligent platform where AI, data, and workflows come together to help organizations drive meaningful transformation.
4. The Next-Generation CRM: Redefining Customer Engagement with AI
At Knowledge 2025, ServiceNow introduced its next-generation CRM—a unified, AI-powered platform designed to transform how businesses engage with customers across the entire lifecycle. This isn’t just a tweak to traditional CRM models; it’s a bold reimagining of what customer relationship management can be in an AI-first world.
Built to unify selling, fulfilment, and service on a single platform, ServiceNow’s CRM helps businesses move from reactive support to proactive, personalized engagement—from the first quote to final renewal. Whether it’s configure/price/quote (CPQ), order fulfilment, customer service, or subscription management, this platform is designed to connect every touchpoint into a seamless customer journey.
So, how is this different from traditional CRM?
Traditional CRMs often act as systems of record, siloed within the front office and disconnected from back-end operations. This fragmented setup can create bottlenecks and put customer satisfaction—and retention—at risk. ServiceNow’s approach is fundamentally different. According to John Ball, EVP and GM of CRM and Industry Workflows at ServiceNow:
“Far beyond rebranded chatbots, we’re enabling our customers to orchestrate end-to-end sales and service on a single AI-powered platform, helping organizations manage the entire customer lifecycle with greater efficiency.”
At the core of this transformation are CRM AI Agents—intelligent, conversational agents that dynamically determine the best course of action. These agents can instantly resolve routine inquiries, route complex issues with full context, and coordinate workflows across departments. They engage customers through natural conversations, capture requests, and manage the entire fulfilment process—looping in human agents only when necessary.
With the latest Yokohama platform release, ServiceNow also introduced enhanced CRM capabilities, including:
- Self-service commerce portals
- Turnkey Communications-as-a-Service (CaaS) integrations
- CRM-specific AI agents built to scale intelligent service and support
5. ServiceNow University: Learning Platform Designed to Unlock Human Potential and Accelerate Business Transformation
Success hinges not just on adopting the right technologies, but on empowering people to grow with them. ServiceNow University meets this need head-on, delivering a modern, engaging, and agile learning experience that helps individuals upskill in the flow of work—exactly when and how they need it.
As Jacqui Canney, ServiceNow’s Chief People and AI Enablement Officer, puts it:
The speed of change also demands an agile learning and development approach that focuses as much on how people learn in the flow of work as it does on the right skills people need to thrive. That’s why we designed ServiceNow University to foster a culture of continuous learning and adaptation with our people at the center.”
Key Highlights of ServiceNow University:
- Completely free and gamified: Making learning accessible and fun, while encouraging continuous engagement.
- AI-powered unified profile: Personalized learning journeys tailored to individual goals, roles, and progress.
- Comprehensive curriculum: Covering everything from technical skills and platform expertise to leadership development.
- Built to strengthen RiseUp: Expanding the impact of ServiceNow’s broader workforce initiative by making digital skills more attainable for all.
6. ServiceNow and AWS Launch Bi-directional Data Integration and Automated Workflow Orchestration
At Knowledge 2025, ServiceNow and AWS unveiled a powerful new partnership that promises to reshape enterprise data integration and workflow automation. This new bi-directional data integration and automated workflow orchestration capability aims to eliminate long-standing data silos across IT, operations, customer service, and beyond.
Leveraging ServiceNow’s Workflow Data Fabric and its zero-copy connector, the solution enables organizations to enrich workflows in real time while seamlessly flowing ServiceNow data into AWS for advanced analytics, machine learning (ML), and deeper business insights.
This integration also delivers anomaly detection, predictive analytics and risk alerts that automatically trigger ServiceNow workflows.
As Gaurav Rewari, Senior Vice President and General Manager at ServiceNow, explains:
“With real-time access to the critical data AWS delivers, we’re enabling AI-driven insights to seamlessly power workflows—turning data into meaningful business outcomes. Together, we are helping customers break down data silos and accelerate AI transformation at scale.”
7. Expanded Compliance Capabilities with Autonomous AI Agents for Enterprise Security and Risk
ServiceNow introduced a powerful new set of autonomous AI Agents purpose-built for enterprise security and risk management. These AI Agents are designed to enhance consistency, surface critical insights faster, and significantly reduce response times—empowering organizations to protect what matters most with greater agility and intelligence.
A major highlight is the launch of Digital Operations Resilience Management (DORM). This forward-thinking solution extends the scope of risk management beyond traditional cybersecurity. It helps organizations proactively address operational disruptions, compliance challenges, and emerging threats—strengthening digital asset protection while optimizing overall resilience.
As Lou Fiorello, Head of Security and Risk at ServiceNow, put it:
“CISOs are looking to use AI to drive productivity and improve their protection and response capabilities—amplifying impact at scale. That’s why ServiceNow is delivering new security outcome‑focused AI agents, with the right level of human oversight, on a single platform—so organizations can move faster, respond smarter, and stay ahead of evolving threats.”
ServiceNow ensures that security and risk teams can leverage real-time insights, automate decision-making, and maintain governance—all while staying ahead of an increasing complex threat.
8. AI-powered Autonomy Shifting IT from Support to Strategy
With agentic AI now embedded across the entire IT ecosystem, the vision is bold: zero outages, zero downtime, and zero service desk incidents.
The platforms newly introduced Operational Technology (OT) and Digital End-User Experience (DEX) capabilities take enterprise resilience to the next level by proactively resolving issues—before they impact employees or operations. These innovations reflect ServiceNow’s commitment to making IT fully autonomous—capable of reasoning, acting, and delivering outcomes with minimal human intervention.
As Pablo Stern, Executive Vice President and General Manager of Technology Workflows at ServiceNow, shared:
“By combining powerful AI agents with our proven enterprise workflow capabilities—all on our trusted AI platform—we’re redefining what’s possible. IT becomes truly autonomous: able to reason, take action, and drive outcomes. This is the new standard for autonomous IT—tailored to your organization, on your terms.”
ServiceNow continues to expand its suite of AI agents—already in the thousands—introducing new ones across key domains like IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Strategic Portfolio Management (SPM), and Data Foundation.
Proactive Solutions for a Smarter Workforce
ServiceNow’s enhanced DEX tools now offer proactive remediation capabilities—resolving technical issues before users even notice them. This not only reduces downtime but also lightens the load on service teams, allowing them to focus on higher-value tasks.
By extending IT best practices into OT environments, ServiceNow provides end-to-end visibility across assets, workflows, and threats—bridging the gap between IT and operational infrastructure.
And yes—Now Assist Voice is joining the conversation too, enabling even more intuitive, conversational interactions across the enterprise.
9. Workflow Data Fabric to Ensure Data Flows Seamlessly into Workflows
ServiceNow’s Workflow Data Fabric is designed to tackle the challenge of data fragmentation by connecting an ecosystem of trusted data partnerships. This enables secure and compliant data activation across various environments, ensuring that data flows seamlessly into workflows. By embedding external data directly into these workflows, ServiceNow empowers AI agents with the full context needed to make more informed decisions, take faster actions, and improve overall accuracy.
With over 100+ enterprise-ready integrations, ServiceNow simplifies the movement from insight to action across a wide range of platforms. Zero Copy connectors to data platforms like Amazon Redshift, Databricks, Google Cloud BigQuery, Microsoft SQL Server, Oracle, Snowflake, Cloudera, and Teradata provide secure and scalable access to diverse data types—ensuring your business can act on real-time insights with confidence.
ServiceNow’s open framework also ensures seamless integration with RaptorDB Pro and over 50 open-source databases, offering enterprises the flexibility to choose the data platform that best fits their needs.
Also, ServiceNow is set to enhance AI agent understanding and deepen enterprise data intelligence and governance through its acquisition of data world—a move that will further elevate its data capabilities.
10. Core Business Suite: Unifying Business Functions
The Core Business Suite from ServiceNow is an AI-powered solution designed to quickly transform essential business processes like HR, procurement, finance, facilities, and legal. By connecting employees, suppliers, systems, and data in one centralized platform, it enables businesses to streamline operations and achieve faster time to value, regardless of their size.
This unified experience brings together proven capabilities across various business functions, offering a fresh approach to scaling enterprise-grade intelligence, efficiency, and productivity—particularly for mid-sized and commercial customers. Built for both speed and simplicity, the Core Business Suite is designed to enhance day-to-day operations and drive measurable outcomes with minimal complexity.
As part of this launch, ServiceNow also introduced Finance Case Management, a new solution tailored specifically for finance departments. This tool helps manage the department’s day-to-day activities and requests, further improving workflow efficiency and visibility across finance teams.
Partner with ServiceNow and Aelum to Be the AI Pacesetter
As we wrap up this year’s highlights from Knowledge 2025, it’s clear that ServiceNow is not just keeping pace with technological advancements but is leading the charge. We can’t wait to implement these innovations with our ServiceNow experts, empowering businesses to streamline operations, enhance decision-making, and unlock new levels of productivity and efficiency.
The launch of ServiceNow AI Platform, AI Control Tower, AI Agent Fabric, and a host of other innovative solutions signifies a monumental leap towards an interconnected, intelligent enterprise. With these new tools, ServiceNow is helping organizations break free from the constraints of siloed systems and manual processes, bringing a new era of agility, efficiency, and strategic AI-powered transformation. As ServiceNow Premier Partner, and our deep expertise in AI capabilities and 180+ experts we are helping enterprises across industries utilize the power of AI to deliver real-time insights, automate workflows, and drive business transformation. Talk to our ServiceNow experts and drive AI business transformation today.