ServiceNow launched Flow by ServiceNow, a new conversational AI-native service desk built for teams reimagining the way they deploy ITSM for the AI era.
It is available to any organization where speed and simplicity matter most, whether it’s a small team or an enterprise. Flow can be deployed instantly and be up and running in a day, with no implementation project and no infrastructure required. It helps resolve employee issues and requests through conversations in the chat channels teams already use. Flow delivers the speed organizations want, with instant answers and resolutions all grounded in ServiceNow's leadership in workflow automation and innovation.
With Flow, when users resolve a request correctly, they can automate that workflow with a single click, eliminating repetition. Next time the issue comes up, Flow handles it automatically. No knowledge base articles needed. That's reliable results at AI speed.
"Flow is for companies that want to work in a completely new way. It’s automation built for speed and simplicity,” said Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow. “We are meeting companies where their employees work every day—in conversational channels like Slack and Teams, and investing where we see AI-native market opportunities. With Flow, every organization can have intelligent automation designed for business reality, speed, and ease.”
With Flow, support happens where work happens, and the conversation becomes the interface. Flow is a new standalone product with faster deployment and the same reliable results expected from ServiceNow's comprehensive service management portfolio. Flow doesn't just answer repetitive requests. It closes them or automatically escalates if needed. This is how ServiceNow is transforming how work gets done: AI-native, conversational support, easy-to-build automations, beginning in ITSM and expanding across every team.
Flow requires no deployment, no infrastructure, and no employee training. As ways of working and workforce needs are changing with AI, Flow provides a clear entry point for conversational service desk support. New customers can buy and activate Flow directly, with no existing ServiceNow relationship or platform prerequisite. Flow can begin handling requests as soon as it goes live.
ServiceNow's current customer base gains a new help desk experience too. Existing customers on AI-native SKUs can deploy Flow immediately at no additional procurement cost through consumption-based usage. Teams running full-scale ITSM deployments can also use Flow for specific departments, remote teams, or newly acquired business units that need rapid deployment or prefer a different operational model. No matter the company size, Flow brings teams online quickly, integrates into any existing knowledge, assets, ticketing, and AI usage, while giving confidence that everything is tied to the ServiceNow AI platform for auditability and governance when needed.
Customers in North America get priority access in the initial weeks, with general availability expected for North America and EMEA in Q4 2026.
Flow will also be available to existing ServiceNow customers on any ServiceNow pricing plan that includes AI capabilities.
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