AI Agents & Agentic Workflows
Design and implement AI agents that help work move faster, smarter, and with the right level of human control.
From workflow automation to agentic execution
AI Agents & Agentic Workflows helps organisations identify, design, test, and scale AI agent use cases on ServiceNow.
We define where agents can assist, recommend, execute, escalate, or hand work back to a human. The service focuses on practical implementation, not abstract AI concepts, so every agentic workflow is connected to a real business process, measurable outcome, and governance model.
The goal is to create AI-supported workflows that are useful, controlled, integrated, and ready for adoption.
- Identify
We select practical AI agent use cases based on value, feasibility, process maturity, and data readiness.
- Design
We map agentic workflows, task logic, escalation paths, approvals, and human-in-the-loop controls.
- Implement
We connect AI agents with ServiceNow workflows, records, knowledge, routing logic, and user experiences.
- Scale
We test, monitor, and prepare the workflow, users, owners, and governance model for broader adoption.
What comes with it?
After this service, organisations have practical AI agent use cases translated into real ServiceNow workflow designs and implementation steps. What changes in practice?
Faster execution
Repetitive tasks, routing, and handovers can be handled faster with AI-supported workflow logic.
Clear ownership
Teams understand what AI agents do, what humans own, and where responsibility sits.
Smarter escalation
Exceptions, approvals, and complex cases are routed to the right people at the right time.
Controlled autonomy
AI agents can support work without removing human oversight from important decisions.
Better consistency
Workflows become more standardised, measurable, and easier to improve.
Scalable adoption
Agentic workflows are designed with testing, monitoring, governance, and user adoption in mind.
Turn AI Act readiness into action
Start with your first agentic workflow
Let’s identify the right AI agent use case and translate it into a controlled, ServiceNow-ready workflow.