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Your guide to ServiceNow Agentic AI
Discover the power of ServiceNow Agentic AI and how it revolutionizes automation with self-sustaining AI agents and seamless orchestration.
5 minutes
Table of contents
AI has evolved from simple automation to powerful systems that generate content and assist with complex tasks. We’re now in the era of Generative AI (Gen AI), which creates new content but still depends on human guidance. The next leap is Agentic AI—AI that goes beyond assistance, taking initiative, adapting, and making autonomous decisions. To help you stay ahead, we asked our experts to break down ServiceNow Agentic AI and how it’s shaping the future of work.
Traditional AI vs Agentic AI ?
AI is evolving fast. While traditional AI has helped automate tasks and improve efficiency, a new generation of AI is emerging: Agentic AI. It promises greater autonomy, adaptability, and collaboration, pushing AI beyond simple automation into systems that can plan, act, and learn independently.
Traditional AI is designed to perform specific, predefined tasks using structured data. It can analyze patterns, automate processes, and assist with decision-making. However, it still relies on human oversight at key points. Agentic AI, on the other hand, takes things further by integrating multiple AI agents that work together, think ahead, make decisions, and adjust in real time. Instead of simply following rules, Agentic AI reduces manual effort by learning from its environment and adapting without constant human input.
AI Agents are already transforming workflows by using Large Language Models (LLMs) and smart automation to improve interactions and decision-making. However, not all AI Agents are considered Agentic AI. There’s a threshold of “agenticness”, the point at which an AI system becomes truly autonomous. To determine whether an AI Agent qualifies as Agentic AI, we look at four key factors: task complexity, the environment in which it operates, its adaptability, and whether it functions independently (human-on-the-loop) or still requires frequent input (human-in-the-loop).
How does ServiceNow Agentic AI work?
Imagine a world where AI doesn’t just assist, it plans, decides, and takes action. That’s exactly what ServiceNow Agentic AI brings to the table. Instead of relying on humans to oversee every step, it assigns specialized AI agents, facilitated by an AI agent orchestrator, to handle different tasks, working together to streamline complex workflows.
These AI agents can break down tasks into smaller steps, analyze structured and unstructured data, find relevant knowledge sources, generate and execute automated actions, and collaborate with other AI agents to keep processes running smoothly.
Take an IT service desk as an example. A typical password reset request that would usually go through multiple human agents can now be fully automated. One AI agent understands the request, another retrieves account details, a third verifies security, and a fourth resets the password and notifies the user. All without human intervention.
This isn’t just automation, it’s AI working intelligently and autonomously to make businesses faster, smarter, and more efficient.
Essential considerations before adopting ServiceNow Agentic AI
Before implementing ServiceNow Agentic AI, companies need to start with a strong foundation. The first step is making sure AI agents follow compliance regulations and industry standards to avoid any legal or security risks.
It’s also important to have a good grasp of machine learning, scripting, and process automation. These technical skills help businesses get the most out of Agentic AI and use it effectively in their workflows.
But AI isn’t just about technology, it’s about people too. Employees need the right training to work alongside AI, using it as a tool to make their jobs easier, not as something that replaces them. When teams understand how to integrate AI into their daily tasks, they can work smarter and more efficiently.
Steps to successfully implement ServiceNow Agentic AI
For a successful ServiceNow Agentic AI implementation, businesses need a clear strategy and the right approach. The first step is defining key business objectives by identifying which workflows and processes would benefit the most from AI automation. This ensures that AI is being applied where it can create real value.
Next, it’s crucial to align stakeholders across different departments. AI implementation isn’t just an IT project, it requires collaboration between IT teams, business operations, and leadership to ensure company-wide support and smooth integration.
Mapping out current workflows is another important step. By understanding how tasks are currently handled, businesses can pinpoint automation opportunities and make AI enhancements where they will have the biggest impact.
To measure success, organizations should establish clear metrics. Defining KPIs, such as ticket resolution time, cost savings, or customer satisfaction, helps track AI’s effectiveness and guides future improvements.
Lastly, leveraging AI expertise can make all the difference. Working with experienced AI consultants ensures the proper configuration, training, and deployment of AI agents while following best practices. With the right preparation and approach, businesses can seamlessly integrate ServiceNow Agentic AI and unlock its full potential.
The future of AI: What’s next?
As AI technology evolves, Agentic AI will play a crucial role in business transformation. Companies that embrace AI-driven automation will gain a competitive advantage by reducing operational costs, enhancing customer experience, and improving process efficiency. However, big questions still remain around ethics, control, and regulation.
Businesses that prepare now will stay ahead, while those that hesitate risk falling behind. At Plat4mation, we’re helping companies navigate this shift. Agentic AI is on the way, are you ready?