Mr. Meier, CIO of a mid-sized company, wants to use AI not as a buzzword but as real added value. But how can organizations keep an overview of agents, automation, and GenAI, remain in control, and still achieve meaningful outcomes? This is exactly where ServiceNow is currently demonstrating how GenAI platforms can be made usable, profitable — and safe — for enterprises.
AI Monetization Meets Reality
ServiceNow is accelerating its growth through AI-driven capabilities such as “Now Assist” and “Pro Plus” licenses. The platform has ambitious goals: by 2026, the company aims to generate around USD 1 billion in annual contract value (ACV) from AI products alone. In Q2 2025, ServiceNow delivered strong subscription revenue growth of 22.5% (USD 3.11 billion), 89 new deals above USD 1 million ACV, and an exceptional renewal rate of 98%, driven by AI functionality.
Topic Compass: AI Control Tower & Unified AI Platform
At Knowledge 2025, ServiceNow unveiled its platform under a new name: the “ServiceNow AI Platform” — built for agentic AI. It supports orchestrated, autonomous AI agents, secure management, and seamless integration into workflows. With the AI Control Tower, organizations can centrally monitor, govern, and ensure compliance. In addition, the AI Agent Fabric enables communication and cooperation between AI agents — including those from third-party systems.
Strategic Expansion with Moveworks
ServiceNow announced the largest acquisition in its history: USD 2.85 billion for Moveworks, an AI startup specializing in generative employee support. This significantly expands capabilities for autonomous assistants in CSM and HRSD. Closing is expected in the second half of 2025.
Transformation of the Service Desk Through AI Agents
Traditional MSP service desks are undergoing a major shift: AI tools like ServiceNow’s AI Assistant enhance first-level support, automate knowledge base creation, and enable proactive assistance. The key: technology alone isn’t enough — organizations must evolve culturally and structurally as well.
“Human-Plus-Agent” Model Requires New Roles
ServiceNow emphasizes that AI is reshaping everyday work: routine tasks are handled by agents. Companies therefore need generalists and specialists who can strategically and creatively leverage AI. Soft skills such as empathy are becoming increasingly important.
Typical Challenges for Mid-Sized Companies
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AI hype without implementation: Many organizations are stuck in pilot projects without governance or proof of value.
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Board vs. automation: How can innovation and compliance coexist?
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Shadow AI from external agents: Service providers deliver automated solutions without central oversight.
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Talent shift: Standard tasks get automated, but skilled workers for strategic AI use are missing.
How ServiceNow Supports Companies
Economically viable GenAI solutions
“Now Assist” is not an add-on, but effectively an integral part of ITSM, CSM, and HRSD — available in Pro Plus licenses with strong contract performance. AI becomes a revenue driver rather than a buzzword feature.
Governance and control by design
Organizations deploying agents need supervision. The AI Control Tower serves as the central location for managing AI systems and ensuring compliance — more transparency, less risk.
Platform, not silo
The Moveworks acquisition strengthens generative agents for HR and CSM scenarios. It lays the foundation for intelligent assistant systems across employee and customer service.
Transformation of support roles
AI assistants relieve employees from routine inquiries, freeing them to focus on strategic and creative tasks. The organization must evolve accordingly.
Conclusion – AI as a Driver, Not a Disruption
ServiceNow makes one thing clear: generative AI is now usable, profitable, and controllable — when embedded in a scalable, enterprise-ready platform. Mid-sized companies can now unify architecture, governance, and workforce development to leverage AI responsibly.
Ready to not just use AI — but lead with it?
Use the contact form or click “Learn more” to start your GenAI journey with ServiceNow: intelligent, secure, and value-creating.
