This IDC Market Note takes a look at announcements made by ServiceNow at Knowledge 2025. At its Knowledge 2025 conference in May, ServiceNow emphasized “putting AI to work for people” with AI Agent Fabric to help AI agents to work together and the AI Agent Control Tower to manage all AI agents across the enterprise from a single interface. The company also introduced an AI Agent Hub as a control plane for AI agents. Within its EAM and Workplace Service Delivery products, agentic AI solutions are beginning to appear, with more coming in the second half of 2025.
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