AI Control Tower will enable enterprises to govern, manage, and secure AI agents, models, and workflows from one unified platform.
ServiceNow unveiled a centralized command center the company says will enable enterprise customers to govern, manage, and secure AI agents from ServiceNow and other third-parties from a unified platform. The company also introduced a communication backbone for AI agentic systems to exchange information, coordinate tasks, and take action.
ServiceNow is introducing AI agents for IT support that bring self-healing and self-defending capabilities across IT service management (ITSM), IT operations management (ITOM), IT asset management (ITAM), and security. The AI agents are designed to evolve autonomously, resolve issues faster, and help systems self-recover. AI Control Tower will empower enterprise customers to better manage and secure AI ServiceNow and third-party agents distributed across their environments.
“We’re allowing our customers to govern and manage their AI assets across the enterprise to make sure that they have full control on everything that they do,” said Dorit Zilbershot, group vice president of AI experiences and innovation at ServiceNow, during a press conference.
By having a governing platform in place, enterprises will be able to achieve better results with their AI agents and AI initiatives, industry watchers say. “By 2028, enterprises using AI governance platforms will achieve 30% higher customer trust ratings and 25% better regulatory compliance scores than their competitors,” according to Gartner.
With AI Control Tower, AI agents are not just assistants, but “an extension of your team” where you can delegate work, Zilbershot explained. She said that ServiceNow is enabling thousands of ready-to-work AI agents trained to solve problems, accelerate decisions, and deliver outcomes across different functions and workflows.
AI Control Tower works with the ServiceNow AI Platform to help customers monitor and manage AI agents in one place, applying consistent policies across the environment. The governance platform will also help enterprises proactively manage risk, including security and privacy, and monitor compliance across the AI lifecycle with integrated governance, risk, and compliance (GRC) policies, ServiceNow says. The platform also provides dasards to offer operational insights to enterprise IT teams as well as validate AI performance against business outcomes and productivity. AI Control Tower, ServiceNow says, will help enterprise customers better match their AI initiatives with business and technology goals.
“With AI solutions and services expected to generate a global cumulative impact of $22.3 trillion by 2030, the volume of AI assets organizations must manage will be unprecedented,” said Ritu Jyoti, group vice president/general manager for worldwide AI and data market research and advisory services at IDC, in a statement. “The organizations that will see the greatest return on their AI investments will be those that utilize a centralized solution to govern, manage, and track their evolving agentic AI landscape, fostering trust and reinforcing the reliability and dependability of AI systems.”
Also new is AI Agent Fabric, which ServiceNow explains is the communication backbone for an entire AI ecosystem, enabling AI agent-to-AI agent, AI agent-to-tool, and agentic system-to-agentic system communications, using common protocols such as Model Context Protocol (MCP) and Agent2Agent protocol (A2A).
The ServiceNow AI Control Tower is now generally available. AI Agent Fabric is now available to early adopters and will be generally available in Q3 2025.
