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LAS VEGAS - ServiceNow (NYSE: NOW), a prominent player in the software industry with a market capitalization of $203.24 billion and impressive gross profit margins of 79%, announced today the launch of new artificial intelligence (AI) capabilities intended to shift IT from a reactive support role to a proactive, strategic element of business. According to InvestingPro data, the company maintains a "GREAT" financial health score, positioning it well for this strategic expansion. At its annual Knowledge 2025 event, the company unveiled AI agents designed to automate and autonomously resolve IT issues before they disrupt operations.
The introduction of these AI agents across various management systems, including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM), signifies a move towards zero outages and service desk incidents. This approach aligns with industry trends, as IDC forecasts that by late 2026, 65% of organizations will use AI to enhance employee and business value.
ServiceNow’s AI agents aim to streamline tasks such as alert triage, root cause analysis, and procurement processes by integrating real-time data from across enterprise systems. The ServiceNow AI platform serves as a central system of action, enabling these agents to perform with precision and governance.
Beyond infrastructure, the new Digital End-User Experience (DEX) capabilities focus on preemptively resolving issues within the digital workplace, thereby reducing downtime and service desk loads. AI agents embedded in self-service and support channels will allow employees to troubleshoot issues independently.
Additionally, ServiceNow is enhancing IT-OT convergence with new Operational Technology (OT) capabilities, applying IT best practices to industrial operations for increased visibility, intelligence, and control. This includes OT Health and the Mission Secure connector, which aim to improve the management of digital and physical infrastructure. Based on InvestingPro’s Fair Value analysis, ServiceNow is currently trading near its Fair Value, suggesting the market has efficiently priced in its technological advantages and growth potential. Discover 15+ additional exclusive insights about ServiceNow with an InvestingPro subscription.
The ServiceNow AI Platform integrates third-party data, intelligent agents, and dynamic workflows, providing a unified system of action across departments. This is intended to eliminate silos and enhance decision-making, allowing for faster and more resilient operations.
The company’s advancements in AI and automation are a culmination of its workflow expertise, aiming to redefine IT’s role in business transformation and growth. All of the announced capabilities are available as of today.
This shift towards autonomous IT is already impacting companies like USI Insurance Services, where CVP & CTO Tim Porreca noted that the technology is streamlining service desk interactions, allowing employees to focus on core business activities and growth opportunities.
ServiceNow’s announcement is based on a press release statement and does not constitute an endorsement of the company’s claims. The information provided is for general knowledge and does not reflect the views or opinions of the author.
In other recent news, ServiceNow has announced the general availability of its new Core Business Suite, an AI-powered platform designed to streamline business operations by integrating various functions into a unified experience. This suite includes a Finance Case Management solution that automates case management requests, reducing manual tasks and enhancing efficiency. Additionally, ServiceNow and Amazon Web Services (AWS) have partnered to offer a solution aimed at improving data integration and real-time analytics, facilitating automated workflows and informed decision-making across enterprises. In a separate development, ServiceNow and Zoom have announced a collaboration to integrate Zoom’s customer experience platform with ServiceNow’s CRM and IT Service Management solutions, aiming to enhance customer service and IT support in contact centers. This integration will provide a unified workspace for managing interactions and enable personalized, AI-driven experiences. Furthermore, Scotiabank has raised its price target for ServiceNow shares to $1,100, citing the company’s strong positioning in the enterprise software market and its leadership in AI-driven business transformation. Analyst Allan Verkhovski highlighted ServiceNow’s ability to enhance productivity and reduce costs, projecting significant cost savings by 2025. These recent developments underscore ServiceNow’s continued focus on innovation and strategic partnerships to drive business transformation.
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