AI for IT excellence
Artificial intelligence (AI) is fundamentally changing IT Service Management (ITSM) – moving away from reactive processes toward autonomous and proactive services. In the latest Gartner® Magic Quadrant™ for AI Applications in IT Service Management 2025, ServiceNow is recognized as the sole leader, confirming its position as the leading AI platform for ITSM.
For the second time in a row, ServiceNow has achieved leader status and, for the first time, is the sole leader in the Magic Quadrant for 2025 – a clear signal for IT organizations that rely on AI-powered service automation and future-proof ITSM strategies. The top rating underscores ServiceNow’s role as a technology leader in AI-based IT Service Management and demonstrates how AI-first platforms measurably relieve and transform IT teams, IT management, and businesses.
ServiceNow as the sole leader: significance of the award
Its positioning as the sole leader in 2025 consolidates ServiceNow’s role as the reference platform for AI in IT Service Management. Gartner particularly praises the strategy of embedding AI not as a supplementary module, but as the platform’s central operating system.
The accompanying Gartner® Critical Capabilities™ Report provides further confirmation: ServiceNow ranks first in the use cases “AI for ITSM Practitioners” and “AI for Autonomous ITSM,” confirming its technological strength both in day-to-day operations and on the path to autonomous IT services.
Why ServiceNow is ahead in 2025: AI platform, data, and agentic AI
- Native AI instead of add-ons: ServiceNow pursues a consistent AI-first strategy. AI is deeply integrated into the platform, which reduces complexity, accelerates adoption, and increases the impact of automated processes.
- Multi-LLM approach for maximum flexibility: With Now LLM, in combination with models such as GPT, Gemini, or Claude, companies gain freedom of choice instead of dependency. AI can thus be tailored precisely to requirements – without vendor lock-in.
- Agentic AI as a driver for autonomous IT: 2025 will be dominated by agentic AI. AI agents will not only support IT teams, but also act independently, prioritize, recommend, or solve tasks automatically—all under clear governance rules.
- Workflow Data Fabric: Thanks to zero-copy connectors, ServiceNow can use data from any system in real time via the Workflow Data Fabric. The result: clean data, consistent workflows, better decisions.
Benefits for IT managers and companies
- Reduced operational load through automated routine tasks and AI-supported workflows.
- Higher service quality through faster, consistent, and traceable solutions.
- Informed decisions in real time instead of reactive analyses.
- Costs and risks under control through more stable and scalable service processes.
- Modern service experience for employees thanks to fast, accurate support.
This brings ServiceNow closer to what Gartner describes as Autonomous IT: an operating model that is proactive, highly automated, resilient, and scalable—and positions IT as a true business enabler.
Outlook: The future of ITSM is autonomous and AI-powered
With its renewed leadership position, multi-LLM approach, and further development of Agentic AI, ServiceNow clearly shows where ITSM is headed: IT services are becoming more intelligent, more connected, and largely automated. Companies that take advantage of this development reduce complexity, increase innovation, and enhance the maturity of their IT.
Further inspiration: E-book on AI in ITSM
Delve deeper and gain practical insights in the free e-book “Modernize IT services and operations with AI”. It shows how AI increases IT maturity, improves service quality, and noticeably reduces the workload on IT teams.
FROX: ServiceNow partner in Switzerland
FROX specializes in modern IT Service Management and is a long-standing ServiceNow partner in Switzerland. With in-depth platform expertise and tried-and-tested solutions, FROX supports companies in successfully introducing, expanding, and sustainably operating ServiceNow. You can find an overview of our entire ServiceNow offering on our ServiceNow page.
