ServiceNow Expands Autonomous Workforce to All Key Business Areas

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Press Release Information Title: ServiceNow Expands Autonomous Workforce to All Key Business Areas Subtitle: New AI Specialists for IT, CRM, Employee Service Teams, and Security & Risk Scale Governed AI-Driven Execution at Enterprise Scale Company Name: ServiceNow Industry: Software, IT Services Body (first 8000 characters): Unlike task-based AI tools and AI agents, ServiceNow's AI Specialists collaborate with humans to complete end-to-end processes.

*This material is a summary translation of the press release issued by ServiceNow, Inc. in the United States on May 5, 2026 (US 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." It will introduce new AI Specialists for IT, Customer Relationship Management (CRM), employee service teams, and security & risk. Along with the already announced and currently available L1 IT Service Desk AI Specialist, these AI Specialists will collaborate with people 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, their core tasks that drive business forward, such as strategic decision-making, relationship building, and risk assessment, are put on hold. 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 needed now is AI that senses, judges, and acts safely according to organizational guardrails. As ServiceNow expands the Autonomous Workforce across critical enterprise business functions, organizations can deploy AI Specialists at scale from a single, governed platform with a complete audit trail, role-based permissions, and context gained from 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). ServiceNow announced in April 2026 that all these capabilities are standard in all products and packages, not add-ons. This allows customers to maximize their existing platform investments and achieve 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, which includes the NVIDIA AI-Q Deep Research Specialist Agent Blueprint, and 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 the team's capacity. 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 has already achieved 99% faster IT case resolution compared to human operators in ServiceNow's own help desk. Keywords: