ServiceNow Expands Autonomous Workforce to All Key Business Areas
ServiceNow announced a significant expansion of its Autonomous Workforce at its annual customer and partner event, Knowledge 2026. New AI specialists for IT, CRM, employee service teams, and security & risk will be introduced, working with humans to autonomously complete end-to-end processes.
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- 📰 Published: May 8, 2026 at 05:40
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This material is an abridged translation of a press release issued by ServiceNow, Inc. in the U.S. on May 5, 2026 (U.S. time).
Please note that the term "AI specialist" used in this press release does not refer to AI professionals or technical experts.
ServiceNow (NYSE: NOW), the "AI control tower" for business transformation, today announced a significant expansion of its Autonomous Workforce at its annual customer and partner event, Knowledge 2026. New AI specialists will be introduced for IT, Customer Relationship Management (CRM), employee service teams, and security & risk. Together with the already announced and currently available L1 IT service desk AI specialist, these AI specialists will collaborate with humans to complete end-to-end processes, enabling autonomous case resolution, threat containment, incident management, and handling high volumes of employee requests.
Current enterprises operate with fragmented systems, where many talented individuals spend time answering routine questions, prioritizing backlogs, updating records, and responding to frequent emergencies. As a result, strategic decision-making, relationship building, and risk assessment—the core tasks that drive business forward—are often delayed. The Autonomous Workforce deploys role-based AI specialists embedded in proven workflows to generate outcomes from start to finish without human intervention.
Amit Zavery, President, Chief Product Officer (CPO), and Chief Operating Officer (COO) at ServiceNow, stated: "The era of advisory AI is over; what is now needed is AI that senses, judges, and acts safely in accordance with organizational guardrails. By expanding ServiceNow's Autonomous Workforce across critical enterprise business functions, organizations can deploy AI specialists at scale from a single, governed platform with full audit trails, role-based permissions, and context cultivated over decades of enterprise operations."
All AI specialists operate on the same platform, sharing common operational intelligence (CMDB: Configuration Management Database, Workflow Data Fabric with Context Engine), a unified natural language interface (ServiceNow EmployeeWorks), and governance infrastructure (AI Control Tower). In April 2026, ServiceNow announced that all these features are standard in all products and packages, not add-ons. This allows customers to maximize their existing platform investments while achieving speed, scalability, and governance without increasing complexity or deployment burden.
ServiceNow has also expanded its reach to deploy the Autonomous Workforce to more customers through partnerships with Amazon Web Services (AWS), Google Cloud, Microsoft, and NVIDIA. ServiceNow AI specialists can also leverage external partner technologies, including NVIDIA Agent Toolkit software and NVIDIA AI-Q Deep Research specialist agent blueprints, as well as a combination of closed and open models.
Autonomous IT: From reactive firefighting to autonomous resilience.
Today's IT teams are overwhelmed with unresolved incidents, security vulnerabilities, and recommendations for operational improvements, with the pace of increase exceeding their capacity to respond. This effectively diverts human resources and time that should be dedicated to AI governance, strategic investments, and platform enhancements. The Level 1 IT service desk AI specialist is already 99% faster than human operators in ServiceNow's own helpdesk.
Please note that the term "AI specialist" used in this press release does not refer to AI professionals or technical experts.
ServiceNow (NYSE: NOW), the "AI control tower" for business transformation, today announced a significant expansion of its Autonomous Workforce at its annual customer and partner event, Knowledge 2026. New AI specialists will be introduced for IT, Customer Relationship Management (CRM), employee service teams, and security & risk. Together with the already announced and currently available L1 IT service desk AI specialist, these AI specialists will collaborate with humans to complete end-to-end processes, enabling autonomous case resolution, threat containment, incident management, and handling high volumes of employee requests.
Current enterprises operate with fragmented systems, where many talented individuals spend time answering routine questions, prioritizing backlogs, updating records, and responding to frequent emergencies. As a result, strategic decision-making, relationship building, and risk assessment—the core tasks that drive business forward—are often delayed. The Autonomous Workforce deploys role-based AI specialists embedded in proven workflows to generate outcomes from start to finish without human intervention.
Amit Zavery, President, Chief Product Officer (CPO), and Chief Operating Officer (COO) at ServiceNow, stated: "The era of advisory AI is over; what is now needed is AI that senses, judges, and acts safely in accordance with organizational guardrails. By expanding ServiceNow's Autonomous Workforce across critical enterprise business functions, organizations can deploy AI specialists at scale from a single, governed platform with full audit trails, role-based permissions, and context cultivated over decades of enterprise operations."
All AI specialists operate on the same platform, sharing common operational intelligence (CMDB: Configuration Management Database, Workflow Data Fabric with Context Engine), a unified natural language interface (ServiceNow EmployeeWorks), and governance infrastructure (AI Control Tower). In April 2026, ServiceNow announced that all these features are standard in all products and packages, not add-ons. This allows customers to maximize their existing platform investments while achieving speed, scalability, and governance without increasing complexity or deployment burden.
ServiceNow has also expanded its reach to deploy the Autonomous Workforce to more customers through partnerships with Amazon Web Services (AWS), Google Cloud, Microsoft, and NVIDIA. ServiceNow AI specialists can also leverage external partner technologies, including NVIDIA Agent Toolkit software and NVIDIA AI-Q Deep Research specialist agent blueprints, as well as a combination of closed and open models.
Autonomous IT: From reactive firefighting to autonomous resilience.
Today's IT teams are overwhelmed with unresolved incidents, security vulnerabilities, and recommendations for operational improvements, with the pace of increase exceeding their capacity to respond. This effectively diverts human resources and time that should be dedicated to AI governance, strategic investments, and platform enhancements. The Level 1 IT service desk AI specialist is already 99% faster than human operators in ServiceNow's own helpdesk.