ServiceNow (NYSE: NOW) and Google Cloud recently announced a major expansion of their partnership to maximize the value of generative AI across every layer of the enterprise technology stack. ServiceNow will bring its Now Platform and full suite of workflows to customers on Google Cloud Marketplace and also make its Customer Relationship Management (CRM), IT Service Management (ITSM), and Security Incident Response (SIR) solutions available on Google Distributed Cloud (GDC).
The companies share a vision for transforming enterprise work with gen AI. Making the ServiceNow platform and workflows across IT, CRM, and HR available on Google Cloud will allow ServiceNow to bring AI‑enhanced experiences to millions of new and existing users. New end‑to‑end integrations will enable ServiceNow customers to use BigQuery to connect their enterprise data to AI; extend these AI‑powered insights to Google Workspace, where users can do things like easily access ServiceNow data directly within Google Sheets and Chat; build gen AI applications on top of their data foundation with Vertex AI; and more.
ServiceNow plans to launch on Google Cloud Marketplace throughout Q2 and Q3 2025 in various regions. New integrations across BigQuery, Customer Engagement Suite with Google AI, and Workspace are expected to be available later in 2025. ServiceNow CRM, ITSM, and SIR modules to Infrastructure Operators (IO) in Google‑Operated and Partner‑Operated models of Google Distributed Cloud are expected to be available later in 2025.
“ServiceNow and Google Cloud are fundamentally rethinking the way the enterprise runs,” said Bill McDermott, Chairman and CEO, ServiceNow. “Agentic AI is a revolution! Bringing together the incredible strengths of two of the world’s leading innovators will redefine enterprise technology. We’re putting AI to work to eliminate boundaries in any industry, anywhere in the world.”
Bringing the Now Platform and ServiceNow’s full suite of workflows, including CRM, ITSM, and SIR solutions, to Google Cloud Marketplace will make it easier for businesses to combine their ServiceNow data with Google Cloud’s AI, data analytics, and productivity technology. The Now Platform is a single, unified enterprise‑grade platform purpose‑built for AI‑driven transformation. Because it is built using a single data model and single architecture, the ServiceNow platform can help unite AI agents, data, and workflows to drive exponential productivity across every corner of a business.
“Businesses are seeking new ways to innovate with generative AI, optimize important workflows, and improve everyday experiences for customers,” said Thomas Kurian, CEO, Google Cloud. “Through our expanded strategic partnership with ServiceNow, customers will now have the data foundation, development platforms, and leading foundation models to easily build gen AI applications that leverage the context and knowledge in ServiceNow–all on top of Google Cloud’s AI‑optimized infrastructure.”
ServiceNow will also make its CRM, ITSM, and SIR solutions available on GDC air‑gapped, addressing the needs of customers in highly regulated industries.
To help businesses better unify critical data, ServiceNow will integrate its Workflow Data Fabric—a data integration and governance layer—with BigQuery. This will provide ServiceNow users with real‑time, secure access to BigQuery data and enable them to enhance common CRM, ITSM, and SIR solutions, while also adding to AI Agent capabilities.
Customers can turn insights into proactive, operational actions by leveraging BigQuery’s analytics to drive real‑time automation on the Now Platform in areas like customer service and supply chain optimization. By incorporating predictive maintenance capabilities with machine learning models from BigQuery, users will be able to forecast critical issues like potential equipment failures—addressing them instantly through maintenance alerts and other automated workflows.
“Given Deutsche Bank’s long‑term partnerships with ServiceNow and Google Cloud, this new synergy creates an ideal environment for mutual innovation and increased efficiency,” said Tony Kerrison, Head of Group Technology Infrastructure and Head of Technology, Data and Innovation for the Americas, Deutsche Bank. “Running ServiceNow’s enterprise operations platform on Google Cloud is an exciting development that has the potential to accelerate and optimize our cloud and AI transformation journey.”
The companies will also enable a zero‑copy integration to enrich workflows in ServiceNow with data from BigQuery. ServiceNow customers will be able to activate and enrich workflows with data from BigQuery, while BigQuery customers can access data from ServiceNow to unlock high‑performance data analysis. Businesses will have access to comprehensive, context‑rich data to drive informed decision‑making, supporting use cases such as fraud detection and mitigation, or network outage resolution.
ServiceNow and Google Cloud will align product and go‑to‑market resources to help customers integrate technology that optimizes critical business functions, including those powered by gen AI. Key focus areas include:
- Boosting customer experiences with CRM and Contact Center as a Service: A new integration between ServiceNow CRM and Customer Engagement Suite with Google AI will allow customers to automate and personalize interactions across customer service channels, including self‑service voice and chat conversations. For example, the combination of ServiceNow CRM and Agent Assist capabilities will allow businesses to create intuitive experiences with accurate, multi‑turn conversations to execute customer service requests.
- Enhancing ServiceNow workflows with Workspace: ServiceNow will make its data easier to access from directly within Workspace. New integrations will allow for one‑click export of ServiceNow data in Sheets to reduce friction and context switching. New integrations with Chat will also empower employees to ask questions and get help through Now Assist without leaving the productivity tools they’re working in, allowing IT and HR teams to more efficiently collaborate and manage service requests and incidents.
What this means for ERP Insiders
Practical next steps for enterprise technology leaders. CIOs and their teams stand to gain from this expanded partnership in some tangible ways. They should implement AI-driven insights from Workflow Data Fabric to optimize IT service management (ITSM), customer service workflows, and security operations. And utilize Google BigQuery integrations to analyze operational data from ServiceNow and derive actionable insights for IT, HR, and supply chain management. In the customer service space, CIOs should partner with their LOB colleagues to integrate ServiceNow with Google Workspace tools (e.g., Google Sheets, Google Chat) to enable seamless workflows between IT, HR, and customer service teams, and adopt AI-powered ServiceNow chatbots that leverage Google Cloud’s AI to improve self-service experiences and reduce support ticket resolution times. And to advance their overall cloud computing strategies, CIOs should migrate select ServiceNow applications to Google Distributed Cloud to improve data residency, compliance, and operational flexibility for regulated industries. Also, enhance security posture by leveraging Google Cloud’s AI-driven threat detection with ServiceNow’s Security Incident Response (SIR) solutions. In the IT asset management area, tech leaders should adopt AI-powered ITSM automation to reduce manual intervention in incident resolution and IT operations, and implement AI-driven IT asset management (ITAM) to predict hardware/software needs and reduce IT costs. Finally, CIOs should utilize ServiceNow’s availability on Google Cloud Marketplace for simplified procurement, cost optimization, and streamlined deployment, and negotiate enterprise-wide agreements that bundle AI, workflow automation, and cloud services for maximum value.
Google Cloud solidifying its position as an AI leader among cloud service providers. Recent research revealed that 27% of CIOs consider Google Cloud their most strategic AI partner, surpassing other providers. Also, 50% of CIOs plan to utilize Google Cloud for AI infrastructure projects. In the second quarter of 2024, Google Cloud’s capital expenditures nearly doubled to $13.2 billion, primarily driven by investments in AI infrastructure, and Google continues to advance its AI capabilities with platforms like Vertex AI, aiming to provide comprehensive tools for AI development and deployment. But the other cloud services leaders are not standing still. Amazon Web Services (AWS) announced plans in January 2025 to invest at least $11 billion in Georgia to enhance its AI infrastructure, reflecting its commitment to expanding AI capabilities. And AWS has partnered with companies like DeepSeek to offer cost-effective, open-source AI models on its platform, providing customers with diverse AI solutions. Microsoft has made DeepSeek’s R1 AI model available on its Azure AI platform and GitHub, offering customers access to efficient AI models, and the company plans to invest $3 billion over the next two years to expand its cloud and AI infrastructure in India, including new data centers and AI training initiatives.
Departmental operational leaders: On your mark… GenAI and agentic AI are poised to revolutionize various corporate functions by automating tasks, enhancing decision-making, and improving efficiency. According to McKinsey, businesses have experienced revenue increases of up to 16% through AI adoption, particularly in manufacturing, risk management, and research and development. In the customer service space, a study involving 5,000 customer support agents found that access to a GenAI-based conversational assistant increased productivity by 14%, as measured by issues resolved per hour. And Agentic AI customer support systems can provide round-the-clock assistance, handling multiple customer interactions simultaneously without fatigue, thereby increasing service availability and scalability. In the finance and accounting space, Agentic AI provides continuous oversight of financial transactions, promptly identifying anomalies and potential fraud, thereby strengthening internal controls, and GenAI enables finance professionals to simulate various economic scenarios, facilitating better strategic planning and risk management. And in the supply chain space, GenAI techniques, such as Generative Probabilistic Planning (GPP), generate dynamic supply action plans that are globally optimized across all network nodes, leading to improvements in performance and profitability by managing uncertainties in demand, lead times, and production conditions. GenAI forecasts demand with high precision by analyzing historical data, helping companies balance stock levels to avoid shortages or excess. Retailers such as Walmart have utilized these insights to maintain optimal inventory, reducing holding costs and improving turnover rates.
