ServiceNow 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 has evolved from visibility and management into a comprehensive, end-to-end solution that lets customers act with confidence across five dimensions:
- Discover finds AI assets once deployed across the organization — including systems beyond ServiceNow — through 30 new enterprise integrations spanning Amazon Web Services (AWS), Google Cloud, and Microsoft Azure, and enterprise applications such as SAP, Oracle, and Workday. Discovery also extends to non-human identities and connected devices, bringing OT and IoT assets into the same governance model as AI agents and cloud services.
- Observe provides continuous monitoring with live metrics and alerts, replacing periodic audits for ROI analysis. Through the recently completed acquisition of Traceloop, AI Control Tower now delivers deep observability into AI agent behavior at runtime, giving teams visibility into how agents reason, where they make decisions, and when to course-correct.
- Govern delivers AI-driven risk assessment across all types of AI, not only agents but also models, data sets, prompts, and classic machine-learning. Five new risk frameworks aligned to NIST and EU AI Act standards provide compliance controls out of the box.
- Secure extends identity access governance to hyperscaler AI environments and every connected device through integration with Veza, bringing patented access graph technology, scoped permissions, and least-privilege enforcement to every AI system, agent, and identity. When an agent goes off script or operates beyond its permissions, AI Control Tower can detect it and shut it down in real time — giving organizations the kill switch they need as agents take on more critical work.
- Measure provides cost tracking and ROI dashboards that give customers financial control as they scale AI — addressing runaway model spend — one of the most pressing challenges enterprises face as AI deployments grow.
This approach is anchored by the ServiceNow CMDB and Context Engine, and 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.
New AI agents and innovations from ServiceNow form a connected loop that helps accelerate time to value from day one:
- AI Agent Advisor analyzes each customer’s operational data, including incidents, cases, and conversations, to identify the automation opportunities that will have the greatest impact in their environment. It identifies patterns in real workflows and matches them against available agents or helps create new ones.
- AI-powered setup applies AI to the implementation process itself. Instead of time spent on manual configuration, AI agents can handle plugin installation, role provisioning, and system setup autonomously. For new customers, applications are ready to go the moment their instance is provisioned.
- AI-powered center brings all AI administration into one centralized hub for setup, configuration, optimization, and ongoing management. The Evaluation Suite lets organizations validate that deployed AI is performing as intended, both before and during production. More than 150 customers have already used it across approximately 1 million AI interactions.
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:
- Device cameras populate forms and trigger actions from real-world context.
- Users get real-time, step-by-step help using voice and natural language across the platform with Dynamic Guidance.
- Complex screens are transformed into clear summaries, improving accessibility and boosting productivity with Screen Summarization.
- Employees can consume policy updates, runbooks, and training content on the go with SmartDocs and read policies in plain language, evaluate incoming requests in real time, and handle routine decisions instantly with Intelligent Approvals.
- Key partnerships for voice AI give organizations the flexibility to use AI-powered voice with their existing contact center infrastructure including Amazon Connect, NiCE, Five9, 3CLogic, and Twilio.
These features 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.
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