Tech Disruptors ServiceNow’s AI Control Tower and the Future of Workflows
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Oct 15, 2025 Amit Zavery, the President and COO of ServiceNow, dives into the transformative power of AI in the workplace. He discusses the creation of an AI Control Tower to enhance workflow orchestration across various systems, emphasizing AI as the new user interface. Zavery also explores how ServiceNow's agentic AI optimizes onboarding, ensuring compliance and better outcomes. With real-world examples from sectors like telecommunications and public agencies, he highlights the platform's capability to integrate legacy systems while driving productivity and industry-specific innovations.
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Platform As The Enterprise Operating System
- ServiceNow positions itself as the enterprise operating system that runs and automates end-to-end business processes.
- The platform connects heterogeneous systems to make companies more productive and efficient.
Four Pillars Of Workflows
- ServiceNow groups products into tech, CRM, core business workflows, and creator tools that empower citizen developers.
- An underlying workflow data fabric connects data and enables millions of custom workflows on the platform.
Generative AI As The New UI
- Amit calls generative AI "the new UI" because it lets workflows understand intent and act, not just present information.
- Embedding AI into the platform yields faster ROI since customers don't rebuild their systems to get AI value.