ServiceNow, the AI platform for business transformation, has launched Agentic Workforce Management—a pioneering capability that allows human teams and AI agents to collaborate at scale, securely and transparently. The new functionality expands ServiceNow’s agentic AI platform by giving managers the tools to coach, guide, and govern autonomous AI agents, driving faster, more consistent outcomes across IT, security, customer support, and software deployment.
As generative and autonomous AI reshape enterprise operations, this innovation arrives at a critical time. A recent Gartner survey found that 97% of CEOs aim to combine human and AI capabilities to improve business performance. ServiceNow’s model keeps people at the center—elevating them from task executors to strategic overseers.
Key Features of Agentic Workforce Management
AI + Human Collaboration at Scale
Enables orchestrated AI agents to complete end-to-end work autonomously while remaining visible and coachable by human managers within the Now Platform.
End-to-End AI Agent Orchestration
Unlike task-specific bots, ServiceNow’s agentic workforce operates through a unified platform and data model, delivering autonomous actions across departments—integrated with humans, not siloed.
Oversight and Governance
Managers can oversee AI agent performance, sentiment scores, uptime, and engagement metrics. Human leaders can coach agents just like team members—intervening when necessary.
Proven Results from ServiceNow Use
- 97% of internal software provisioning requests are now automated.
- IT support ticket volume has dropped by 40%.
- 85% of routine support requests are solved by the agentic workforce.
- Customer support teams now resolve 80% of complex maintenance issues with AI, reducing time-to-resolution by 50%.
Integration with ServiceNow AI Control Tower
Centralizes visibility and compliance tracking of all AI operations. Combined with AI Agent Orchestrator, organizations can assign and coordinate AI agents across workflows and departments.
Strategic Perspective
“AI isn’t just reshaping how we work—it’s redefining what it takes to win,” said Jacqui Canney, Chief People and AI Enablement Officer, ServiceNow. “When we design work with AI and put people at the center, we drive real business impact.”
“We’re proof that organizations don’t need thousands of siloed bots. It’s about having the right AI agents, in the right roles, with clear oversight,” added Kellie Romack, Chief Digital Information Officer, ServiceNow.
Broader Implications
The agentic workforce model introduces a new era of work where AI agents handle complex operational tasks autonomously—yet under the strategic guidance of humans. This reduces repetitive load, accelerates decision-making, and frees up teams to focus on innovation and growth.
Amy Loomis, Ph.D., Research VP at IDC, adds:
“With trust and governance as critical as productivity, ServiceNow is defining how organizations can responsibly scale AI adoption across their workforce.”
As AI transforms enterprise operations, ServiceNow’s agentic workforce management provides a secure, efficient, and ethical path forward—uniting the power of AI agents with human intelligence and oversight.
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