ServiceNow Expands AI Control Tower To Discover, Observe, Govern, Secure, and Measure AI Deployed Across Any System in the Enterprise

ServiceNow announced that it has expanded its AI Control Tower offering with new capabilities that give enterprises control over every AI system, agent, and workflow, regardless of where it runs.

AI Control Tower, first introduced at Knowledge 2025, has evolved from visibility and management into a comprehensive, end-to-end solution that lets customers act with confidence across five dimensions:

This approach is powered by two decades of enterprise operational data accumulated through 100 billion workflows and 7 trillion workflow transactions annually, and anchored by the ServiceNow CMDB and Context Engine, which is designed to map digital assets to the services, people, and processes it supports. Enterprises can sense signals across their full digital estate, decide with live business context, act through autonomous workflows, and secure every agent action. Standalone governance tools simply cannot replicate this. In addition to its existing integrations with Anthropic and OpenAI, ServiceNow has also announced deepened AI Control Tower integrations with AWS, Microsoft, NVIDIA, and other LLM providers, extending governance and observability across the infrastructure enterprises rely on most. For example, the ServiceNow AI Control Tower now integrates with the NVIDIA Enterprise AI Factory validated design for agent observability, extending governance and risk controls to the infrastructure layer of large-scale AI deployments.

“Enterprises are under real pressure to deploy AI and show results, but there’s a major gap between adoption and accountability,” said Jon Sigler, executive vice president and general manager of AI Platform at ServiceNow. "ServiceNow AI Control Tower was built for this moment: delivering unified governance across the entire enterprise AI stack, so security and control move at the speed of the business."

Additionally, for all customer Model Context Protocol (MCP) transactions, a new AI Gateway provides real-time controls for agentic workloads, with governance, observability, and security for full visibility across any third-party AI system.

For many enterprises, the bottleneck is deciding where to apply AI first, validating that it works, and reducing the effort to deploy. New AI agents and innovations from ServiceNow form a connected loop that helps accelerate time to value from day one:

Too often, enterprise AI lives in a separate window, a chatbot sidebar, or a tool that requires users to leave what they’re doing to get the support they need. Users want to speak and ask questions in natural language and receive contextual answers while staying in their workflow. The ServiceNow AI Platform embeds intelligence directly into the surfaces, interactions, and modalities where work happens.

The ServiceNow AI Platform delivers these capabilities across modalities, including voice, vision, and natural language, so employees experience AI as a seamless part of how they already work:

"For more than a century, Rolls‑Royce has engineered the extraordinary, and now we're applying that same standard to how we work. ServiceNow AI has transformed our digital self‑service, delivering critical information directly into workflows. Adoption has nearly tripled, with 38,000 tickets deflected in a year and resolution times reduced by 34%," said Rachel Cameron, VP of performance & improvement at Rolls Royce. "We're now scaling that success across Global Business Services, introducing autonomous actions across IT, HR, and Finance to reduce manual effort and drive measurable outcomes. ServiceNow is a critical enabler of our journey toward self‑reliant service management, responsibly and at scale."

“As India’s largest private sector bank, we operate at a scale where AI governance isn’t optional, it’s foundational,” said Ramesh Lakshminarayanan, group CIO at HDFC Bank. “We run ServiceNow AI across IT and risk, and AI Control Tower is the common governance layer across all of it, giving us the visibility to manage every AI use case and the confidence to scale."

“Retail is all about efficiency, is all about speed. Being able to use voice is an absolute game-changer — because every second matters in a store,” said Christian Metzner, managing director HR and IT at Rossmann. “With AI Voice Agents, Rossmann's store associates will be able to resolve issues hands-free, in their native language — keeping their focus where it belongs: on the customer."

"At the NHL, working smarter has always been the goal so we can stay focused on delivering extraordinary fan experiences,” said John Frantzeskakis, SVP of technology, operations and digital transformation at the National Hockey League. “The ServiceNow AI Platform gives us the AI control tower we need to scale AI with confidence, transforming fragmented operations across 32 clubs and 1,300-plus games a season into connected, intelligent workflows. We’re already seeing real productivity gains, and we’ve only scratched the surface of what AI can do for us.”

"ServiceNow is a strategic differentiator, our platform of intelligence. As we begin this journey, IT is the engine, but we are architecting a digital twin of our operating footprint where AI connects our assets to our people,” said Amyn Gillani, VP core technology and AI transformation at Academy Sports. “This expands the value radius far beyond the tech stack, rippling into HR, Security, Supply Chain and more; ultimately revolutionizing Retail Operations by empowering our associates and providing a superior customer experience.”

Features announced today and many more as part of the ServiceNow AI Platform Australia release are available on a rolling basis beginning April 2026. AI Agent Advisor and Intelligent Approvals are generally available in May 2026. AI Control Tower enhancements enter Innovation Lab in May with general availability expected in August 2026. Full details can be found in the ServiceNow Store.

Source: ServiceNow media announcement