ServiceNow has announced that its entire product portfolio will feature built-in artificial intelligence capabilities. All ServiceNow solutions now include native AI, data connectivity, workflow execution, security and governance natively. This shift enables organizations to accelerate their AI goals and helps ensure they get the most value from the technology by bringing together the essential components needed for enterprise-scale deployment: a conversational gateway (EmployeeWorks), connected data for cross-business context (Workflow Data Fabric), visibility and governance (AI Control Tower), and autonomous workflows that can move from assisting people to acting on their behalf.
The company is also introducing Context Engine, an enterprise context solution that connects relationships, protocols, and resolution history behind every action of a native AI agent, as well as new ServiceNow Build Agent skills, which open the platform so developers can build solutions from any tool they already use and deploy them directly to the ServiceNow platform.
Business software has a structural problem: fragmentation. On average, each organization uses hundreds of applications, each with its own data model, security perimeter, and governance logic. Far from solving the situation, most providers aggravate it, because they incorporate artificial intelligence as an external patch on disjointed systems, with no real capacity to operate on an enterprise scale or to be accountable. In this context, ServiceNow is committed to a different path: abandoning the model of dispersed native AI plugins to move towards a unified platform that combines contextual intelligence with workflows capable of acting on it.
“Most organizations spend months assembling the pieces needed to implement enterprise AI,” said Amit Zavery, President, Chief Product Officer, and Chief Operating Officer of ServiceNow. By the time they are ready, the rules of the game have changed. We integrate everything, so customers start with a complete, native AI experience across all products and packages, not a project of additional purchases.” He adds: “ServiceNow is redefining how businesses extract value from AI, with the capabilities needed to operate at enterprise scale. From Context Engine business intelligence to data connectivity, governance and execution, everything is included by default, integrated into the workflow and open to the tools developers already use.”
Context Engine: for every native AI decision
The quality of an AI agent depends directly on the context in which it operates. Context Engine empowers AI and ServiceNow workflows to sense what’s happening across the enterprise, make the right decisions, act accurately, and account for every outcome responsibly. For example, you know which asset is linked to a regulated process, which approval chain applies to a given cost threshold, and which supplier history should be considered when handling a request.
With 85 billion workflows and seven trillion transactions, ServiceNow is uniquely positioned to anchor LLM in each organization’s specific strategy and make better decisions with AI. In this way, Context Engine refines its understanding of the business based on each human or agent decision, and not just through language processing.
Built on the Service Graph, Knowledge Graph, and ServiceNow data inventory, Context Engine draws on a wide variety of business information: relationships between digital identities, asset dependencies, business intelligence, and data lineage that AI queries in real time.
The ServiceNow SDK and Build Agent capabilities open the platform to all developers, regardless of the tool they use
ServiceNow is redefining how businesses extract value from AI, with the capabilities needed to operate at enterprise scale
Starting today, developers will be able to create solutions using any tool—including Claude Code, Cursor, OpenAI Codex, Windsurf, Antigravity, among others—and deploy them directly to the ServiceNow AI platform.
Thanks to the new ServiceNow SDK and Build Agent capabilities, the platform is now compatible with the main programming environments on the market. This allows experts to stay in their usual integrated development environment (IDE), while individuals without programming knowledge (also known as citizen developers) can create solutions and applications by describing workflows in natural language. The result, according to the tests carried out, is a functional application in ServiceNow in a matter of minutes.
For teams working on the company’s preconfigured applications, Servicenow Studio—with built-in Build Agent—offers the most advanced native AI development experience on the market within a single platform. Being fully connected to the instance, the tool understands active data models, table relationships, and business rules in real time. This allows dependencies between components and extension points to be automatically identified during application development to safely incorporate new functionalities.
All custom apps and native AI agents are governed by the AI Control Tower and App Engine Management Center, and inherit the same identity framework. As part of the launch phase, organizations will have initial access to 100 free queries to Build Agent, while personal development instances will have 25 free requests to try out the tool.
AI, data, security and governance integrated across the entire product offering, for customers of any size
ServiceNow launches a new tiered offering model that encompasses AI support, agentic automation and fully autonomous operations across its portfolio. For midsize businesses that need enterprise-grade service management without months-long deployments, the company introduces Enterprise Service Management (ESM) Foundation.
ESM Foundation unifies IT, HR solutions. HR, legal, finance, purchasing and workplace services on the ServiceNow AI Platform, with the possibility of being operational in a few weeks. With native AI-assisted configuration, employee support, and automation aimed at improving the performance of service teams, organizations see a rapid return on investment on a scalable foundation that grows with them.
From now on, all the company’s clients have a complete AI package from the first moment, without extra payments, purchases of additional solutions or the need for integration. From automation capabilities powered by native AI to advanced agentic capabilities, customers can choose the tier that best suits their needs. The ServiceNow platform is compatible by design with any AI model, giving businesses the flexibility to work with their go-to provider. Thus, intelligence will continue to become cheaper and trusted execution will continue to gain in value.
ESM Foundation and the new package model are now available to all customers.
Build Agent capabilities will be available to developers starting April 15, 2026. Context Engine is in beta for select customers and its official release date will be announced soon.
