ServiceNow has announced that From now on, your entire product portfolio will have AI capabilities natively integrateda change that will allow its clients to expedite obtaining the maximum value from said technology, by bringing together the essential components necessary to implement it at the enterprise level: a conversational gateway with EmployeeWorks, connected data for cross-business context with Workflow Data Fabric, visibility and governance with AI Control Tower, and autonomous workflows, which can act on behalf of people instead of just being their assistant.
Additionally, the company has presented its business context solution Context Enginewhose mission is to connect relationships, protocols and resolution history behind each action of an AI agent. ServiceNow has also launched the new Build Agent skillswhich open the platform to developers to create solutions from any tool, to implement them directly on the ServiceNow platform.
With this step, the company has decided to abandon the model of dispersed AI plugins to move towards a unified platform that combines contextual intelligence with workflows that are capable of acting on it. As for Context Engine, it gives AI and ServiceNow workflows the ability to detext what is happening in the company, make the right decisions, act with precision and account for each result responsibly.
The engine, for example, knows which asset is linked to a regulated process, which approval chain is applicable to a specific cost threshold, and which supplier history to consider when managing a request. It is able to fine-tune its understanding of the business from every decision made by humans and agents, and not just through the language process.
Context Engine is built on Service Graph, Knowledge Graph, and ServiceNow Data Inventory. In addition, it draws on various business information, such as relationships between digital identities, asset dependencies, business intelligence and data lineage that the AI consults in real time.
On the other hand, developers will now be able to create solutions with any AI tool, such as Claude Code, Cursor or OpenAI Codex, and implement them directly on the ServiceNow AI platform.
The company will also have a new SDK, as well as the new Build Agent capabilities we mentioned. With this, the platform is compatible with the main programming environments on the market, and allows experts to stay in their usual integrated development environment, while those without programming knowledge can create solutions and applications describing workflows in natural language. This will allow them to develop a functional application in ServiceNow in a short space of time.
Servicenow Studio, with built-in BuildAgent, offers a native AI development experience. When connected to the instance, the tool understands active data models, table relationships, and business rules in real time.
This allows dependencies between components and extension points to incorporate new functions to be automatically identified during application development. All custom apps and AI agents are governed by AI Control Tower and App Engine Management Center, and inherit the same identity framework. As part of the launch phase, companies will initially have 100 free consultations with Build Agent, while personal development instances will have 25 free requests to test the tool.
Additionally, ServiceNow launches a tiered offering model encompassing AI support, agentic automation and autonomous operations in its portfolio. He has also announced Enteprise Service Management (ESM) Foundationfor medium-sized companies that need enterprise-level management without implementations that last months. ESM Foundation unifies IT, HR, legal, finance, purchasing and workplace services solutions on the ServiceNow AI Platform, with the possibility of being operational within weeks.
All this means that ServiceNow customers will now have a complete AI package, without extra payments, purchases of additional solutions or the need for integration. The company’s platform is compatible by design with any AI model, allowing companies to work with their reference provider.
ESM Foundation and the new packaging model are now available to all ServiceNow customers, while BuildAgent capabilities will arrive starting April 15. Context Engine is also available, but in a trial version, for selected customers. For now it is unknown when it will be generally available.
