ServiceNow’s Enterprise Intelligence Engine represents an all-encompassing AI infrastructure that transforms how organizations manage workflows, automate processes, and deploy intelligent systems across their operations. Built on the ServiceNow AI Platform, this system functions as a central operating layer that integrates native AI capabilities optimized for rapid deployment. The architecture maintains an LLM-agnostic approach with deep integration into NVIDIA, hyperscalers, and the broader AI ecosystem, delivering scalable intelligence with built-in governance while maintaining full organizational control.
ServiceNow’s AI infrastructure transforms enterprise workflows through rapid deployment, LLM-agnostic architecture, and built-in governance maintaining full organizational control.
The Workflow Data Fabric serves as the intelligence foundation by unifying access to all enterprise data, both structured and unstructured, regardless of location. This intelligent data layer provides real-time context for AI agent decision-making and enables seamless integration with external systems. You gain access to data sources inside and outside the platform through unified architecture that supports real-time evidence-based analysis without workflow disruption. The unified layer also supports real-time synchronization across connected systems to keep information current.
Predictive intelligence capabilities shift operations from reactive to proactive service delivery. Machine learning models automatically classify, prioritize, and route requests while identifying potential incidents before they occur. The system analyzes historical data patterns to trigger automated preventive workflows, preventing downtime before major issues develop. This approach enables your teams to intervene before problems escalate.
NowAssist embeds generative AI across ITSM, CSM, and HRSD workflows. The system leverages Now LLM built on GPT-4 architecture, tailored with domain-specific enterprise data and Azure OpenAI customizations. You receive automatically generated case summaries, contextual email replies, and structured resolution notes through specialized plugins for summarization, code generation, and search improvements. The platform’s AI Search capability enhances information discovery by enabling natural language queries that improve knowledge retrieval and database interaction.
The platform deploys autonomous AI agents capable of resolving complex multi-step issues independently. These agents orchestrate actions across entire business operations from IT and HR to Customer Service. The system functions as agentic AI that autonomously resolves issues rather than merely answering questions, providing voice, text, image, and web agents through a unified interface. This end-to-end automation consolidates API integration, RPA, and document processing across diverse business functions and organizational departments. The platform includes Document Intelligence for AI-powered data capture that extracts information from unstructured sources and integrates it directly into ServiceNow workflows.
