ServiceNow — and similar platforms like BMC Helix, UiPath, or Freshworks — are spearheading the adoption of agentic AI, which, frankly, comes as no surprise. The enhanced autonomy and adaptability of AI agents align perfectly with the automation of IT service management, customer relationship management, enterprise resource planning, and similar business processes. As a result, the changes we’re observing in this sector are nothing short of transformative.
Let’s take a closer look at this transformation and its impact on companies’ growth strategies.
Principle 1: Plan first, prompt later
Have you noticed that everyone has been talking about AI agents over the past few months? The technology started gaining serious traction last January, and today, companies across all industries are exploring the potential for adopting it.
If you are a ServiceNow customer, though, you’ve likely been using agentic AI features since last September.
ServiceNow — and similar platforms like BMC Helix, UiPath, or Freshworks — are spearheading the adoption of agentic AI, which, frankly, comes as no surprise. The enhanced autonomy and adaptability of AI agents align perfectly with the automation of IT service management, customer relationship management, enterprise resource planning, and similar business processes. As a result, the changes we’re observing in this sector are nothing short of transformative.
Let’s take a closer look at this transformation and its impact on companies’ growth strategies.
ServiceNow — and similar platforms like BMC Helix, UiPath, or Freshworks — are spearheading the adoption of agentic AI, which, frankly, comes as no surprise. The enhanced autonomy and adaptability of AI agents align perfectly with the automation of IT service management, customer relationship management, enterprise resource planning, and similar business processes. As a result, the changes we’re observing in this sector are nothing short of transformative.
Let’s take a closer look at this transformation and its impact on companies’ growth strategies.
What’s changing
The short answer is more people within your organization can do more — faster and with greater efficiency.
Products like ServiceNow have historically focused on bringing building-blocks-style automation to enterprise workflows. AI agents elevate this model by unlocking the potential for more agile and goal-driven automation.
Proactive action, fully automated. Agents take AI from merely responding to user input to handling complete workflows end-to-end. For instance, agentic AI can predict and autonomously address issues like customer churn, security vulnerabilities, release bottlenecks, and more.
ServiceNow — and similar platforms like BMC Helix, UiPath, or Freshworks — are spearheading the adoption of agentic AI, which, frankly, comes as no surprise. The enhanced autonomy and adaptability of AI agents align perfectly with the automation of IT service management, customer relationship management, enterprise resource planning, and similar business processes. As a result, the changes we’re observing in this sector are nothing short of transformative.
Let’s take a closer look at this transformation and its impact on companies’ growth strategies.
ServiceNow — and similar platforms like BMC Helix, UiPath, or Freshworks — are spearheading the adoption of agentic AI, which, frankly, comes as no surprise. The enhanced autonomy and adaptability of AI agents align perfectly with the automation of IT service management, customer relationship management, enterprise resource planning, and similar business processes. As a result, the changes we’re observing in this sector are nothing short of transformative.
Let’s take a closer look at this transformation and its impact on companies’ growth strategies.
ServiceNow — and similar platforms like BMC Helix, UiPath, or Freshworks — are spearheading the adoption of agentic AI, which, frankly, comes as no surprise. The enhanced autonomy and adaptability of AI agents align perfectly with the automation of IT service management, customer relationship management, enterprise resource planning, and similar business processes. As a result, the changes we’re observing in this sector are nothing short of transformative.
Let’s take a closer look at this transformation and its impact on companies’ growth strategies.
H2 last
Higher awareness, less handholding. AI’s “agency” is largely a product of a wide range of multimodal data analyzed to enable agents to “better understand” their digital surroundings. This data allows for more precise and actionable recommendations — or even autonomous resolutions of issues if the specific workflow and setup permit it.
More power to citizen developers. ServiceNow combines low-code development with artificial intelligence, offering code-generation functionality, such as Now Assist. This approach has been a game-changer for our low-code experts, who can automate workflows 25% faster thanks to GenAI — read more about this here.
Potential for data-driven growth. Because ServiceNow operates as a unified database for ITSM, HR, CRM, SecOps, app development, and more, agents get comprehensive access to diverse enterprise data. With the right expertise, companies can unlock more complex automation scenarios catering to unique industry or company-specific requirements.
