ServiceNow CEO Bill McDermott and Amit Zavery, their President CPO and COO, laid out how their technology is reshaping AI and traditional work processes, and the changes they are announcing or recently announced to bring this about.

ServiceNow CEO Bill McDermott and Amit Zavery, their President CPO and COO, laid out how their technology is reshaping AI and traditional work processes, and the changes they are announcing or recently announced to bring this about.

ServiceNow recently kicked off their Knowledge 2025 event in Las Vegas, with CEO Bill McDermott laying out the vision of both himself and the company about where they are headed.

“Now is our time,” McDermott told the approximately 25,000 attendees at the event. “AI is civilization’s greatest opportunity of this century. It’s the gateway to prosperity and the absolute requirement for survival. It’s a once in a lifetime opportunity. It’s the only 22 trillion market opportunity between now and 2030. This intelligence supercycle is an exponential transformation, and it’s bigger than the internet, mobile and cloud computing combined.”

McDermott emphasized that the traditional way of handling work processes is doomed.

“It’s time for a new architecture,” he stressed. “People waste five hours a day on mindless activity on their phone. Weve never been more isolated, even as we think we are more connected. This fragmentation caused by siloed organizational structures has led to siloes in these legacy architectures that are strangling companies. That’s why only one in four digital transformation products ever deliver a positive ROI. It’s impossible for you to react fast enough when 40% of office productivity is wasted, as people swivel chair between 17 different applications in a day.”

Major changes are coming, McDermott emphasized.

“The traditional app stack is going to collapse,” he said. “The number of apps is going to be radically reduced. 21st century systems are going to become core databases. They will feed into the ServiceNow platform where the real work is happening. We are going to bring AI agents to every corner of your business.

“We are the only one who do what we do,” McDermott emphasized. “ServiceNow has become the central nervous system of the 21st century enterprise. We handle 65 billion workflows, 4 trillion automated transactions, and turn complexity into simplicity. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. Our platform replaces chaos with clarity.  The software industrial complex of the 21st century is converging onto ServiceNow as the AI operating system for the enterprise

McDermott announced the ServiceNow AI platform.

“AI isn’t just another tool,” he said. “It’s deeply embedded in the way work gets done. Imagine an AI twin that works for you, and works for every persona in an organization. Everything is happening in milliseconds instead of days or weeks.”

Amit Zavery President CPO and COO at ServiceNow, provided more detail about the company’s strategy.

“AI is built into every layer, driving actions, decisions and results at scale,” he stated. “Our platform architecture is purpose-built to scale across the enterprise. It offers a real-time view of every asset across your company. Now with agentic AI taking center stage, that same architecture is your launch pad for AI agents that act, reason, execute, and collaborate across systems, all natively integrated.

“We have already built thousands of AI agents ready to deliver immediate value on day one,” Zavery continued. “This agent can reason and plan like a skilled employee. They analyze context, break down complex workflows and figure out the best way to get things done.”

Zavery said that AI Agent Orchestrator was at the heart of this process.

“ServiceNow is the only company that has real enterprise-wide agent orchestration. No other company can do this. All others are building AI agents for their siloed stacks. Our AI Orchestrator ensures our agent handles the right task at the right time.

Zavery announced the launch of AI Agent Studio.

“It’s a no-code solution so your entire organization can build and scale domain-specific agents.”

Zavery then announced AI Control Tower.

“The AI Control Tower drives true business transformation,” he said. “It provides one central place to run AI at scale, and we are launching it today. Now you can manage and secure every AI agent across your enterprise from a single unified command center. It also works seamlessly with all your AI agents, not just your ServiceNow agents. AI Control Tower ensures your business stays agile. It is compliant and responsive, even in the most complex scenarios. It is the future of work powered by AI, driven by intent and orchestrated at scale. That scale is only possible because it is supported by our communication backbone, AI Agent Fabric, which I’m thrilled to announce today. Now all your agents work together. AI Agent Fabric enables native collaboration between agentic systems, and this is the future of APIs. Instead of needing to know every system’s unique interface, you simply say what you want to do and the agents take care of the rest.

“AI Agent Fabric is not limited to your internal systems,” Zavery added. “It includes specialized AI agents for the entire ecosystem.”

Zavery then introduced Workflow Data Fabric.

“Your AI strategy is only as good as your platform strategy,” he said “That’s why we have built the ServiceNow AI platform to be open from day one, because the value of AI agents is only as strong as the foundation they are built upon. And to solve this we created Workflow Data Fabric, the connective agent that gives real time zero-copy access to data wherever it resides. It provides instant insights and action. Workflow Data Fabric connects disparate data sources across the enterprise to give you the unified view, to deliver outcomes in real time”

Zavery said that ServiceNow would bring the same unified workflows to CRM.

“Traditional CRM is patchwork held together with duct tape and chewing gum, with the result being more complexity more cost and less value,” he stated. He noted that a key way to address this was their announcement in April of the intent to acquire Logik.ai, an innovator in AI powered configure price code solutions.

“With Logik.ai, we are doubling down on that vision,” Zavery said. “The sales team will spend less time on admin tasks and more time selling. No other CRM can match that. It’s a huge leap forward in driving real AI adoption.”

Zavery also highlighted the acquisition of Moveworks for $2.85 billion, with the deal being completed on March 10, 2025. This acquisition aims to strengthen ServiceNow’s AI capabilities, particularly in areas like conversational AI and enterprise search, and expand into the CRM space.

“The planned acquisition of Moveworks will make it easier than ever to search, take action and get answers across any system,” he said. “Customers can now easily infuse AI agents, no code required, transforming them into smarter agentic applications.

“Building an open ecosystem of partners working side by side to make sure this technology delivers real impact is critical,” Zavery stated.

Jensen Huang, CEO of NVIDIA, summed up how all this works.

“What agents have to do. number one, is they have to understand content, and one of the things we have done is come together to build the world’s best PDF reader. They need to understand multi-modal content. Second, you have to be able to reason to allow the AI model to reason about how to solve a problem. We are announcing that teams at ServiceNow and NVIDIA have built a new incredible model for reasoning. We call it Apriel Nemotron. It allows the AI agent to reason about how to solve that problem, and break it down step by step. We call it a flywheel. It’s the WorkFlow Data Fabric. You need to have a flywheel to make that agent customized for yourself and your environment. Third, you need to make these agents work as a team. Nobody lives in a silo.”