TLDR: ServiceNow has launched Agentic Workforce Management, an extension of its AI agent orchestration capabilities, designed to enable seamless and secure collaboration between human employees and AI agents. This new offering aims to accelerate the impact of AI across various business functions, including IT operations, customer support, security, and end-user software deployment, by allowing humans to oversee and guide autonomous AI teams.
SANTA CLARA, Calif. – ServiceNow (NYSE: NOW), a leading AI platform for business transformation, announced on July 23, 2025, the introduction of Agentic Workforce Management. This innovative extension of its end-to-end AI agent orchestration is designed to empower employees to accelerate the impact of artificial intelligence within their organizations. The new solution facilitates a seamless and secure collaboration between human employees and AI agents, aiming to deliver tangible business outcomes.
Agentic Workforce Management allows for the creation of intelligent digital teams that can autonomously complete end-to-end work. Crucially, it also provides a framework for human oversight, coaching, and teaching of these agentic workforces, all within the ServiceNow platform. This approach ensures that people remain at the center of operations while leveraging AI as a force multiplier, maintaining governance and security.
The initial applications of ServiceNow’s agentic workforces are focused on critical business areas: IT operations, customer support, security, and end-user software deployment. This move reflects a broader industry trend where workforce transformation, driven by AI, is a top priority for CEOs. A recent Gartner® survey highlights this shift, indicating that nearly all CEOs (97%) are looking to combine human and machine capabilities to enhance performance.
Jacqui Canney, chief people and AI enablement officer at ServiceNow, emphasized the strategic importance of this development, stating, “AI isn’t just reshaping how we work, it’s redefining what it takes to win. This moment requires bold investment in our people and a shared commitment to learn, adapt, and lead in new ways. When we design work with AI and put people at the center, we create momentum that drives real business impact.”
ServiceNow has already demonstrated significant internal benefits from its agentic workforce implementation. The company’s IT support organization has automated 97% of software provisioning requests, while also managing license reclamation and cloud cost governance. Furthermore, the service desk volume has been reduced by nearly 40%. In routine internal IT support scenarios, the agentic workforce autonomously resolves 85% of requests, enabling the department to scale by over 40%. For customer support, the adoption of the agentic workforce has led to a 50% faster resolution time for complex instance administration and maintenance cases, with employees using AI to expedite 80% of these cases. These results underscore measurable impacts across productivity, speed, and resolution times.
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ServiceNow’s unique single-platform model allows AI agents to function cohesively across the enterprise, providing a distinct advantage over siloed, task-oriented AI systems. The company continues to develop additional use cases, reinforcing its vision for a future where humans and AI agents work side-by-side to drive unprecedented efficiency and innovation.
