ServiceNow Knowledge 2026: AI Control Tower, Action Fabric, Autonomous Workforce and more

ServiceNow expanded its AI Control Tower with new integrations, observability and governance tools and features to measure the value of AI agents. The company also expanded its autonomous security and risk efforts via the acquisition of Armis and scaled its Autonomous Workforce lineup.

In addition, ServiceNow launched the ServiceNow Action Fabric, which enables the ServiceNow AI Platform to run headless and enables any AI agent that can connect via Model Context Protocol (MCP).

The news, which also included partnerships with the likes of Lenovo, Microsoft and Nvidia, kicked off Knowledge 2026 in Las Vegas. ServiceNow is looking to differentiate itself as one of the agentic AI winners as Wall Street has become highly skeptical of enterprise software companies.

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AI Control Tower

ServiceNow updated its AI Control Tower, launched a year ago, to revolve around five core components including the following:

• Discover, which includes 30 new integrations to cover AWS, Google Cloud and Microsoft Azure as well as SAP, Oracle and Workday. AI Control Tower now can discover connected devices and AI agents to span operational and information technology.
• Observe, which has continuous monitoring via the acquisition of Traceloop.
• Govern, which enables AI-driven risk assessment and remediation.
• Secure, which extends governance and security to hyperscale environments via the acquisition of Veza.
• And Measure, which has cost tracking and return on investment data for AI deployments.

Of the additions, the ability to bring measurement to the returns of AI agents and spot model spending issues could be among the most useful to enterprises.

The AI Control Tower features are part of ServiceNow's AI Platform Australia release and available in August.

To go with the AI Control Tower updates, ServiceNow launched Autonomous Security & Risk, which aims to govern and secure every AI agent, identity and connected asset. ServiceNow's security and risk push follows the integration of Armis and Veza.

Veza features an Access Graph that provides a real-time map of access relationships and context that complements ServiceNow's existing vulnerability, exposure and incident management tools.

• ServiceNow makes its cybersecurity move, acquires Armis for $7.75 billion
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When integrated with Armis, ServiceNow Autonomous Security & Risk will feature real-time contextual awareness of asset with firmware version, behavioral data and real-time risk posture.

Autonomous Workforce scales

In addition to extending the reach of its AI Control Tower and security and risk platform, ServiceNow expanded its Autonomous Workforce. ServiceNow's Autonomous Workforce revolves around AI specialists that go beyond AI agents with digital labor that handles entire workflows and roles. AI specialists work with humans on end-to-end processes and autonomously resolve cases, manage incidents and handle employee requests.

ServiceNow's previously announced L1 IT Service Desk AI Specialist is now generally available and the company is launching new AI specialists for IT, customer relationship management, employee service teams and security and risks.

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According to ServiceNow, Autonomous Workforce's reach is expanded via partnerships with AWS, Google Cloud, Microsoft and Nvidia.

Here's a look at the additions to ServiceNow’s Autonomous Workforce, which counts the City of Raleigh, DocuSign and Honeywell as customers.

• The company added new IT AI specialists focused on infrastructure monitoring, site reliability, asset lifecycle and portfolio management.
• A new specialist for AIOps autonomously detects anomalies, correlates events and triggers remediation.
• A site reliability engineer specialist handles incident triage and postmortem documentation.
• AI specialists were launched to manage hardware, software and cloud assets throughout the lifecycle.
• ServiceNow Autonomous CRM has new AI specialists that can work across the customer lifecycle including sales qualification, quoting, order fulfillment, invoice disputes, service and renewals.

• AI specialists are now covering HR, workplace services, legal, finance, procurement, supplier management and health and safety.

ServiceNow said L1 IT Service Desk AI Specialist, CRM AI specialists, and AI specialists for employee service teams are available now with IT AI specialists available in June. Security and risk AI specialists are expected to be previewed in June and available in September.

ServiceNow Action Fabric

The other thread at Knowledge 2026 was the ServiceNow Action Fabric. ServiceNow followed Salesforce in enabling its platform for headless operation.

Going headless is likely to be a critical requirement for enterprise software companies. After all, enterprises could spin up AI agents that reside in Anthropic's Claude or OpenAI's ChatGPT. The headless approach enables enterprise software companies to decouple the user interface from the platform.

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ServiceNow Action Fabric enables the use of automated processes and workflows, service level agreements and the company's Knowledge Graph and Context Engine to provide the context for AI agents to run.

According to the company, Anthropic's Claude is the launch partner for ServiceNow Action Fabric. The two companies will tie together Claude Cowork with ServiceNow's platform.

Partnerships

ServiceNow at Knowledge 2026 announced expanded partnerships with Lenovo, Nvidia and Microsoft.

Here's a look:

Lenovo: ServiceNow and Lenovo outlined a multi-year agreement that will combine Lenovo's real-time device intelligence, digital workspace services and device lifecycle management with ServiceNow's AI Platform. Lenovo's xIQ Digital Workspace Platform and Workspace Services Operations Suite will be built on ServiceNow. The two companies will also collaborate on consulting, implementations and managed services.

Microsoft: ServiceNow and Microsoft expanded a partnership to focus on AI agent sprawl. The two companies said they will deepen product integration between ServiceNow AI Control Tower and Microsoft Agent 365. AI Control Tower governance will run across Azure's Microsoft Foundry and Copilot Studio and cover Microsoft Agent 365. In addition, ServiceNow's AI specialists will be available on Microsoft Agent 365 Marketplace.

Nvidia: ServiceNow announced Project Arc, an autonomous desktop agent that is secured by Nvidia OpenShell runtime and governed by ServiceNow AI Control Tower. The agent resides on employee desktop and can complete work autonomously. In addition, ServiceNow AI Control Tower is included in the Nvidia Enterprise AI Factory validated design.