ServiceNow, Inc. develops SaaS workflow automation and AI platform software for enterprise operations. News about NOW commonly covers the ServiceNow AI Platform, AI Control Tower, Build Agent, ServiceNow Studio, Context Engine, Workflow Data Fabric, and workflow products used across IT, security operations, customer service, human resources, procurement, supply chain, and application development.
Company updates also center on enterprise AI governance, agentic workflows, data integration, and partner integrations with cloud, consulting, technology, logistics, and device-management providers. Recurring items include product launches, marketplace activity, customer and partner programs, acquisition-related technology additions, financial results, credit facilities, share repurchases, and governance changes.
ServiceNow (NOW) announced that Thrive deployed its AI platform and agents for customer support, achieving 73% first-contact resolution.
Thrive built its NextGen Platform using ServiceNow Technology Provider Service Management. Its deployment routes more than 315,000 tasks every six months using AI automation, saving 21,000 hours of manual work. Thrive reported a 63% reduction in time-to-resolution and 99.2% customer satisfaction; connection time fell from six minutes to less than one minute.
Thrive's newly released Nextgen 3.0 also includes ServiceNow's Digital End-user Experience capabilities and TeamViewer remote connectivity for device monitoring and remote troubleshooting.
ServiceNow (NOW) made Arc, its personal enterprise AI agent, generally available as part of EmployeeWorks, expanding its partnership with NVIDIA.
Arc is included at no additional cost with all Foundation, Advanced, and Prime SKUs. It operates under policies defined in ServiceNow’s Super Intelligence Control Tower and enforced through NVIDIA OpenShell. Mac support is live; ServiceNow expects Windows support within weeks.
ServiceNow also plans to integrate AI Passport, a record of an agent’s permissions, with NVIDIA software and hardware enforcement layers. AI Passport, including enforcement in OpenShell and BlueField data processing units, is expected in a future release.
ServiceNow (NOW) published global research finding that 90% of surveyed organizations experienced an agentic AI security incident in the past year. Only 36% of those businesses contained the incident in under 24 hours.
The study classified just 13% as having defensible security programs across its five assessment domains. Although 76% reported a complete, current map of AI agents’ access, only 19% could see more than 90% of their agents in real time. Another finding: 66% could not respond automatically to anomalous agent behavior. ServiceNow called for governance to be embedded when agents are built or deployed.
ServiceNow (NYSE: NOW) introduced updates to EmployeeWorks that let employees build AI agents without code and developers create supporting tools. The update includes a third-generation AI framework supporting Productivity Assistants for role-specific work and Productivity Routines for repeatable tasks that run without human intervention. Employees can customize assistants within administrator-defined controls; Research and Calendaring assistants are available out of the box.
The new ToolSmith development environment lets developers describe tools in natural language, then test and refine them conversationally. The Conversations API connects EmployeeWorks capabilities to other applications. Productivity Assistants, Productivity Routines, the AI framework, ToolSmith and Conversations API are all in controlled availability.
ServiceNow (NYSE: NOW) announced AI Passport and expanded governance capabilities to control AI agents and track their costs and outcomes. AI Passport uses signed credentials to verify what agents are authorized to do during workflows, with controls to restrict or terminate activity outside their permissions. NVIDIA is a design and launch partner, building an enforcement implementation using its Open Agent Safety Platform.
Additional capabilities cover unapproved AI detection, spending oversight and policy enforcement. ServiceNow expects AI Passport, shadow AI detection and AI Cost Management to be available in Q4 2026. Its Operational Resilience solution for financial services is available now.
Stagwell (STGW) announced a three-year collaboration with ServiceNow to modernize how enterprises build, activate and measure marketing campaigns.
Stagwell will offer ServiceNow enterprise-wide access to The Machine, its AI-powered operating system, which will work with ServiceNow's tools. The companies will pursue joint go-to-market initiatives combining Stagwell's AI and marketing capabilities with ServiceNow's enterprise reach.
ServiceNow (NOW) announced that Raleigh has put its IT Service Desk AI Specialist into production, reporting 66% lower service desk costs.
The cost reduction came from redirecting staff time. Raleigh’s Ral-E AI agent guides employees through requests, while its Alli specialist completes common IT workflows under staff oversight. Nearly half of IT support requests are resolved autonomously, with the city targeting 85%. Raleigh plans to connect both tools to its Ask Raleigh resident portal, extending the service beyond city employees to nearly 500,000 residents.
ServiceNow (NOW) will release its third-quarter 2026 financial results after the market closes on October 28, 2026.
The results cover the quarter ended September 30, 2026. A conference call and live webcast will begin at 2 p.m. Pacific Daylight Time (21:00 GMT) that day. An audio replay will be available two hours after completion and remain accessible for 30 days.
ServiceNow (NYSE: NOW) has become Bundesliga’s Official CRM Partner, expanding its existing relationship with the German professional football organization. The appointment adds to its role as Official Workflow Partner.
Since implementing ServiceNow Customer Service Management in August 2026, Bundesliga now resolves 89% of fan enquiries at first contact. Customer service teams handle less than half the case volume compared with last season. Bundesliga and ServiceNow plan to extend the platform to additional stakeholders and processes, including a centralized club portal.
ServiceNow (NOW) launched Flow, a standalone conversational AI service desk designed to handle employee support requests within existing chat channels. The product lets teams automate recurring requests and escalate issues when needed. New customers can buy and activate Flow without an existing ServiceNow relationship or platform prerequisite.
Flow is in controlled availability, with sign-ups for updates and early access to a free trial at letsflow.ai. North American customers receive priority access in the initial weeks. ServiceNow expects general availability in North America and EMEA in Q4 2026.