ServiceNow Announces AI-Centric Expansion to Now Platform Capabilities

by Ty Trumbull • May 16, 2023

ServiceNow has announced significant expansions to its Now Platform’s capabilities.

The announcement was made at Knowledge 23, the company’s annual conference.

ServiceNow’s AI-Centric Expansion

New features and capabilities include:

• Generative AI solutions that expand ServiceNow’s already extensive AI functionality with built-in capabilities, which apply the power of generative AI to enterprise applications.
• New Finance and Supply Chain workflows to automate procurement, accounts payable, and other critical processes. These workflows represent a major expansion of the ServiceNow portfolio as the company continues to extend the reach of the Now Platform to new personas industries, and geographies to propel its growth.
• Employee Growth and Development, a new AI-powered solution that helps organizations predict, identify, and

  Bill McDermott, chairman and CEO, ServiceNow

  develop skills that will have the greatest impact on the business and close talent gaps. Underpinned by AI, EGD will guide employees and their managers through career plans, development goals, and learning resources on a single platform.

• ServiceNow Cloud Observability powered by Lightstep to manage the growing scale and complexity of cloud infrastructure, bringing observability metrics, tracing, and logging together in a single solution.

Bill McDermott, chairman and CEO, ServiceNow, commented:

“There is an app for everything, but no one wants every app. CEOs need a single platform that can orchestrate the entire technology value chain to drive faster business outcomes. Knowledge is the place where our customers and partners realize how they can address the biggest challenges facing their businesses today. As the intelligent platform for end-to-end digital transformation, ServiceNow is meeting people where they engage with fully automated solutions to build great experiences in a new generation of cloud software.”

ServiceNow’s AI Push

ServiceNow has been making moves in the AI space. The company recently acquired AI-powered MSP G2K for an undisclosed amount.

In November 2020, ServiceNow acquired Element AI in an effort to further meld artificial intelligence (AI) with automated workflows. This deal also saw ServiceNow launch an AI Innovation Hub in Canada, adding to its existing development centers in Chicago, Hyderabad, Kirkland, Wash., San Diego, and Silicon Valley.

Earlier AI-focused deals from the company included Now Intelligence, Loom Systems, Passage AI, and Sweagle. ServiceNow also has partnered with IBM to integrate Watson AI with ITSM.