Welcome to the Cloud Wars Minute — your daily cloud news and commentary show. Each episode provides insights and perspectives around the “reimagination machine” that is the cloud.
In today’s Cloud Wars Minute, I dive into ServiceNow’s agentic AI strategy and platform, exploring its unique approach to AI and business transformation.
Highlights
00:13 — ServiceNow has become one of the fastest-growing companies in the Cloud Wars Top 10. It’s not in the game of “let’s rip and replace,” but instead, “let’s take what you have, make it better, and bring a lot of new intelligent capabilities to it.”
00:45 — Regarding its agentic AI agenda, ServiceNow wants to help businesses reinvent end-to-end workflows in an intelligent way. The agents are not just ones that go out and execute an individual task. They are collaborating with people — not just being managed by people to do one-off tasks. That’s part of this intelligent approach.
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01:24 — Its Agent-AI interaction layer allows agents to handle multiple tasks concurrently and autonomously. It also helps them handle workflows that, more and more, are becoming the ways companies optimize and change their processes. It comes with a low-code capability, allowing administrators to create and manage the agents that handle these important tasks.
02:10 — As with everything that ServiceNow does, this is seamlessly integrated into its platform. Now, I think for ServiceNow, this extends the very strong position it’s had as a platform that positions itself as the AI platform for business transformation. It’s been an early mover in the field of AI, and it has also developed strong capabilities across different line-of-business applications.
02:53 — It started off in IT service management, but it’s expanded and boomed into areas ranging from customer service to security, creator workflows, and many different kinds of workflows. They can handle, across an enterprise, the entire end-to-end set of capabilities.They also, as I noted, operate across different industries.
03:42 — ServiceNow is giving huge opportunities to its partners, enabling them to leverage its expertise across industries, across technologies, and across different functions. This allows those partners to build and extend on Now Assist and what it’s already doing with customers. This is another example of how ServiceNow is distinguishing itself.
