ServiceNow Sets New Standard for Fully Autonomous IT, Envisioning a Zero Downtime, Zero Outage Future With Agentic AI

Knowledge 2025 – Today, at ServiceNow’s annual customer and partner event, Knowledge 2025, ServiceNow (NYSE: NOW), the AI platform for business transformation, set a new standard for fully autonomous IT powered by agentic AI and built on the ServiceNow AI Platform. This marks a turning point in enterprise technology, where AI-powered autonomy becomes foundational – shifting IT from a reactive support function into a strategic driver of growth, resilience, and transformation. With agentic AI embedded throughout the IT ecosystem, ServiceNow is driving a future of zero outages, zero downtime, and zero service desk incidents. The company also announced new Operational Technology (OT) and Digital End-User Experience (DEX) capabilities that enhance enterprise resilience by resolving issues before they disrupt work.

The rapid evolution of the IT market, technological advancements, and shifting customer demands are driving the need for technology that anticipates a business's needs. According to IDC, by late 2026, 65% of organizations will leverage AI to bring immediate employee and business value with AI-driven technology assistants, advisors, and agents enabling improved decisions. AI agents continuously learn, reason, and act to keep systems running smoothly with less human intervention, allowing IT teams to shift their focus to innovation and strategy. This marks a fundamental shift – from reactive operations to a new era of intelligent, autonomous IT.

“At ServiceNow, we’re not just keeping pace with the future of IT—we’re defining it,” said Pablo Stern, executive vice president and general manager of Technology Workflows at ServiceNow. “By combining powerful AI agents with our proven enterprise workflow capabilities – all on our trusted AI platform – we're redefining what's possible. IT becomes truly autonomous: able to reason, take action, and drive outcomes. This is the new standard for autonomous IT – tailored to your organization, on your terms.”

From automation to autonomy, with complete control

AI agents are the key to unlocking new business value. To meet the moment, ServiceNow is adding to its thousands of AI agents already available and launching new AI agents across IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Strategic Portfolio Management (SPM), Operational Technology (OT), and Data Foundation. These agents leverage real-time data from across the enterprise – including third-party systems – to take intelligent, context aware autonomous action. The ServiceNow AI platform acts as a central system of action, enabling these agents to execute with intelligence, precision, and trust, for example: