Controlled. Secure. Scalable.
Many companies are already using AI in specific business areas to accelerate processes, analyze data more effectively, or support employees in their day-to-day work. The next step in this evolution, however, goes much further: agent-based AI.
AI agents can take on routine tasks, prepare decisions, detect anomalies, and execute workflows autonomously—all in a controlled, secure manner and under clear governance. Particularly in IT Service Management (ITSM) and IT Operations Management (ITOM), this opens up new possibilities for making IT services more proactive, efficient, and scalable.
The free ServiceNow e-book “Modernize IT services and operations with AI” shows how companies can strategically deploy AI agents to transform their IT while ensuring transparency, control, and security.
From reactive IT to more autonomous services
Many IT teams are under intense pressure. Service desks must handle rising volumes of requests, while IT operations teams grapple with complex infrastructures, hybrid environments, and an ever-increasing number of data sources. At the same time, employees and customers expect fast, always-available, and personalized services.
Traditional, purely reactive IT processes are often no longer sufficient to meet these demands. Companies need modern IT services that not only address problems but also detect them early, prioritize them, and—ideally—resolve them automatically.
This is exactly where AI agents come in. They help IT teams reduce routine tasks, resolve service outages more quickly, and further automate operational processes. This frees up more time for strategic tasks, innovation, and continuous improvement.
Why data is the foundation of every AI strategy
AI agents can only operate reliably if they have access to relevant, up-to-date, and context-specific data. For ITSM and ITOM, this means that the CMDB, CSDM, service mapping, operational data, and other enterprise data must be meaningfully interconnected.
This e-book explains why data quality, data transparency, and governance are critical. A powerful AI strategy is based not only on individual tools, but on an integrated data platform that consolidates information from various systems and makes it usable for intelligent workflows.
ServiceNow addresses this need with solutions such as the ServiceNow AI Platform, Workflow Data Fabric, and AI-enabled data structures. This enables companies not only to manage data, but also to activate it, thereby laying the foundation for more autonomous IT functions.
AI agents in IT Service Management
In ITSM, AI agents can add significant value, particularly in areas where repetitive tasks consume a lot of time. These include, for example, incident classification, support for service requests, communication during major outages, and the automation of change processes.
Generative AI and Now Assist also help summarize cases, provide context-specific information, and improve self-service offerings. Employees receive answers faster, while service desk teams are relieved of some of their workload.
The goal is not to replace IT service staff. Rather, it is to provide them with targeted support: through intelligent recommendations, automated workflows, and digital assistants that are available around the clock.
AI in IT operations: transparency, prevention, and self-healing
AI also offers significant potential in IT operations management. IT operators need complete transparency regarding infrastructure, dependencies, services, and risks. Without this transparency, it is difficult to quickly identify the causes of service issues and accurately assess their impact.
AI-powered ITOM capabilities enable teams to correlate monitoring data, detect anomalies, accelerate root cause analysis, and prevent potential service outages early on. Combined with AIOps, teams can transition from a reactive approach to a proactive—and ultimately self-healing—one.
This e-book demonstrates how ServiceNow ITOM and ITSM work together to deliver digital services that are more resilient, cost-effective, and reliable.
Governance and control remain critical
The more autonomously AI agents act, the more important transparency, control, and governance become. Companies must be able to track which AI systems are in use, what data they use, what decisions they make, and how risks are managed.
The ServiceNow AI Platform and the ServiceNow AI Control Tower help companies centrally manage AI initiatives, link AI assets to business services, and drive the scaling of AI in a controlled manner.
This ensures that agent-based AI does not become an uncontrolled experiment, but rather a strategically manageable component of modern service and operational processes.
AI agents as drivers of modern IT services
AI agents are transforming the way IT services are delivered and operated. They help automate routine tasks, resolve incidents more quickly, make better use of operational data, and design services more proactively. At the same time, it remains crucial for companies to establish a clear data strategy, transparent governance, and a scalable platform foundation.
The ServiceNow e-book “Modernize IT services and operations with AI” offers a concise overview of how companies can take a structured approach to this transformation: from ITSM and ITOM to data platforms, governance, and AI control.
Learn now how to deploy AI agents strategically, modernize your IT services, and use AI securely, in a controlled manner, and at scale within your organization.
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